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Stair Pros Reviews (1)

Stair Pros came out to our house in Cary to replace the carpet on the stairs with wood and to take up the carpet and put down wood on a short upstairs hallway. The stairs are great, very happy. But the underlayment that was put down on the hallway floor was improperly installed and the flooring moves when walked upon. At the time, we thought it might be the type of flooring we chose that was the problem but after my husband installed the same flooring in two other rooms, we knew that it was an underlayment problem. My husband is an [redacted], and a little bit of a do it yourselfer, not a serious one and if he could figure out how to lay flooring this didn't bode well for our situation. As soon as we realized we had an underlayment problem we contacted Stair Pros via email. No acknowledgement was given to that email. Weeks later I contacted them again and this time he said he would come out and fix the problem. He thought the problem was different than it was, when my husband explained, no this isn't the problem, that is the problem, no further contact. I called him and left as message maybe last week and received no reply. Desired SettlementWhat i'd like to have happen now, is for him to either come out and relay the underlayment or give us some of our money back.Business Response I cannot warrant the installation of the 2nd floor flooring. I did not supply the product. When I was done with the job. I asked if they were please with the work. They said yes and paid for the job. We did have to add extra padding in an area because the sub floor was out. Also we replace some sub floor free of charge that was damaged from cat pee. Not sure why they have a problem with the floor months later. It looked good what I was done. Just throwing it out there. Maybe the cat peed in the same areas again. Not saying that is was happen but defiantly a possibility. Consumer Response We believe that whether the contractor provided the materials or not is irrelevant to whether or not the product was installed correctly, which it was not. This is not a case of faulty materials, this is a case of the material (underlayment) not be installed correctly. If the contractor had brought his own underlayment, assuming he would have installed it the same way, it still would not have been correct. The instructions on the underlayment clearly state that it should not be overlapped. The contractor overlapped the underlayment (I personally observed this during the installation), and this resulted in a "mushy" floor with vertical movement due to the overlapped underlayment creating an uneven surface for the floor to sit on. My proposal is this: a) we agree on a price for the contractor to come over and inspect the floor, b) we begin our inspection by walking on the floor in order to observe the vertical movement, c) we can then also compare this to the flooring, which was done with the same materials, but done correctly, d) the contractor takes up the floor in the affected area so that we can verify whether or not the underlayment was overlapped or not (whether or not it was installed correctly per the manufacturer instructions). This whole process should take no more than 30 minutes. If we are wrong, and the underlayment was installed properly, then we agree that the issue is not with the contractor, we will pay the agreed price for the contractor to come over and inspect the floor with us, and case closed. However, if we are correct, and the underlayment is overlapped as we are suggesting is the case, then this would indicate an improper installation, and we would expect the contractor to correct the underlayment issue and to replace the flooring at no cost to us, since the contractor would simply be resolving the error that was made by the contractor during the original installation.With that said, we absolutely agree with the contractors comments concerning our agreeing that we were happy with the job at the time that he completed the work. However, we also had nothing to compare the work to. Since then, we have used the same product in two different rooms, installed the product correctly, and as a result, we now are able to recognize that the flooring that the contractor put down (only part of the flooring, not all of it) is not correct, as it moves and is "mushy". Since this was the first exposure that we had to the product when the contractor put it down, while we observed the "mushy" sensation at the time, we assumed this was a characteristic of the product. After actually putting the flooring down, and doing subsequent research, we now know better.Additionally, the crew that the contractor had with him (which consisted of one additional helper), indicated to me on at least two occasions during the flooring installation that he had never put this kind of flooring down before. I do not recall who put the underlayment down. If it was the helper, then he probably did not know that it was not supposed to be overlapped since he'd never done this before. And if it was the contractor, then he obviously did not know either, nor did he read the installation instructions that are attached to each roll of underlayment.The contractor did a great job on our stairs, and we would recommend him to anyone for stair work.

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Description: Home Improvement Builders, Home Repair & Maintenance, Handyman Services, Remodeling Services, Remodelers

Address: 1932 Hidden Knoll Pl Apt 203, Raleigh, North Carolina, United States, 27606-3780


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