The Floor Company

My husband and I decided we were finally going to take the plunge and invest in new flooring for our entire house. We researched and found fantastic reviews about the AZ Floor Company. Every review we read was positive and we wondered could that actually be true?
After scheduling an appointment online for an estimate, their Installation Manager, [redacted] came out with many samples in hand. He was easy to work with and offered solid suggestions for our house that would fit our needs. We picked everything out (wood, tile and carpet) and scheduled for installation.
Since we had three different types of flooring three different crews came out to install. Each crew arrived on time, every time and stayed until the job was at a reasonable spot to leave for the day. They were professional and worked hard, cleaning up after themselves and leaving the house as neat as possible; we have two dogs and a cat, so that was important.
During the process, [redacted] stayed in contact, responding to questions within minutes as well as checking in to make sure everything was going as expected. He was fantastic! We love the result! Our house looks brand new; we could not have made a better decision, going with the AZ Floor Company!!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me with the terms provided by Mr. [redacted]'s reply.  As I understand and to be clear, one final payment of $1500.00 will settle as paid-in-full.   I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Upon clarification I will then wire transfer the money to Mr. [redacted]'s account, as performed twice before.

Regards,

this cus[redacted]er  didnt even allow the contractors to go back and fix any of the issues. thats why warranties are in place.  im not real sure what to do at this point. I cannot waive #3000. I can pay for the so called damages, that by the way? most people just let us back and fix issues if...

any.  again, I can pay for the charges, but will not waive the remaining 3k. it would cost me 1400 out of my pocket , and I am not paying for these guys floors. the can have them at cost.  I feel 1500 off is more that fair. I cannot absorb more.  final offer.  again, you owe the contractors this money, so I will inform them, and they can put the liens and take necisarry action, I am tryhing to resolve things amicably, but 3k discount isn't doable. 1500 is the amount still due. I have paid for the cleaning lady already.  so .. I wil wait for your response before I let the contractors know?  I am waivin 1/2 of the total. job is at cost.  please let me know.the roc has in place that if a contractor does work he is entitled to repair or fix that before the cus[redacted]er goes elsewhere. cus[redacted]ers did not. they took it upon themselves to have others do repairs, and expect us to pay them, when contractors were more than willing to do it. in 24 years, we have never coverd vents. ever. I offerd to pay for tthese things. I believe I am being fair. again, I cannot discount more than 1500. I am willing to try to settle, but not if it cause me a deficiet on this job. 1500 is the final revised amount.  thanks again,I am sorry things didn't go the way you planned or expected.let me know.best regards,[redacted]

We were preparing a rental property for sale. The flooring throughout the condominium required replacement. I made an online appointment with Larry based on his [redacted] reviews. He came out to the site with a great selection of products. His assistance in choosing the tile and carpet was invaluable. He was quite busy at the time and there was a delay in starting the installation, but his crew came and removed the carpet right away so the painters could get in to work. When the floor tile installation took a little longer than expected, his crew worked through the weekend to get it done.

He was also helpful in providing suggestions for other areas. He had great ideas, was professional and his prices were competitive. We listed the property and received a bid from the buyer on the same day. The buyer stated he loved the flooring. We were very pleased and would hire him again.

I am happy that I chose AZ Flooring Company to install both new marble tile flooring and baseboards throughout my 1400 sq foot house. Larry (Installation Manager) showed up to the estimate with samples of both tile and baseboards- so I was able to make creative decisions right then and there. Also, to its credit AZ Flooring Company was able to start work on the project the very next week. Larry stayed in touch throughout the installation process and returned phone calls (and responded to e-mail) promptly. Overall, I could not be happier with the work done- the new tile and baseboards make the house look brand new. I cannot help but recommend AZ Flooring Company.

Review: We ([redacted] & [redacted]) contracted with The Floor Company and met with the owner [redacted]. We put a $2k deposit down and stated we would get back to him on a start date. It was agreed when we met that the main floor, which was to include tear-out of existing carpet and tile would be done in stages since [redacted]'s 82 y/o mother lives with us and needs assistance getting around. Since she can not climb stairs and her room is the master suite on the main level by doing it in stages would be the least disruptive for her. We were VERY clear on this. We could move her bed, etc out to one of the other rooms on the main floor and she would have a 1/2 bath to use and it was stated they master suite and master bath could be tiled and complete in two days TOPS! It was weeks... AND during the process she tripped and fell and bruised her hip from debris and material laying around. We then had to incur the expense of $300.00 to rent an apartment for three days while they worked on her bedroom since the whole downstairs was in disarray and no-one was providing cus[redacted]er service or meeting the cus[redacted]ers needs as agreed upon.

On the 22nd of October Mr. [redacted] was very insistent that we pay another $10,000 before he would start. [redacted] transferred the money, via wire and the work was to beginning (tear-out) the 25th of October. A gentlemen and his two young sons came Saturday and started the tear out leaving exposed carpet tacking (which we stepped on) and did not complete the job on Saturday, promising to return Sunday, then Monday with a PROMISE to have it completed (upstairs and down) by Monday. He never came back.

Mr. [redacted] arranged for another crew to start later in the week and this is when the problems really began. This team came in and basically left our home in a total disaster, they refused to tile in stages, per our request and guarantee from Mr. [redacted], they wouldn't remove the carpet from upstairs, nor did it appear that the two gentlemen sent to tear-out the tile knew what they were doing. They had to "rent" the equipment (jack hammer) which is suspicious if they did this professionally. We were asked by Mr. [redacted] to put plastic sheets over our kitchen cabinets to help keep the dust to a minimum, which we complied along with other areas of the home expecting the tile removers to "improve" our covering since they should know what they are doing and know the best way to keep things at a minimum. What came next was unbelievable. The so-called tile removers did NOTHING! to keep the dust at a minimum, they pushed back plastic we hung allowing the dust to filtrate through-out the house (upstairs and down), there was thick tile dust everywhere (pictures to show) and even chunks of tile and cement on the blinds, which were never cleaned up by the demo crew. The crew supervisor, [redacted], came and we questioned him on the roughness of the floor with huge chunks of cement still throughout the areas where the tile was removed. He stated this was "normal" for re-tiling. We had huge doubts about that statement. The last day of demo, our home was in complete shambles, they crew had the A/C fans running, turned on the laundry room an bathroom vents to pull the dust out and left our laundry pair in the family room, very little cleanup and huge chunks still covering the floor from cement that was not removed. They were done!

We contacted Mr. [redacted] throughout the recent process not happy with what was going on. He stated that bits of cement left on the floor was normal, I stated they were CHUNKS! Pictures were sent to him via Hightail secure network with indicates when the recipient opens and then downloads document, pictures, etc. Mr. [redacted] never viewed this pictures, nor would he come to our home to see for himself what was happening. He recommended a good house-cleaner to come and clean. At this point we didn't need a house cleaner we needed a crew of professional debris cleaners to clean our home. Garbage and debris was left in the yard, the upstairs still had not had the carpet removed and remodeling was to begin and we didn't want to pay for two carpet removals for the same area. We (me and my family) ended up demoing the upstairs ourselves.

I finally told Mr. [redacted] that we did not want [redacted] and his team back the following Wednesday to start tiling since it was nothing but one issue after another and we did not want tile laid on a non-prepared surface. And with the delays and obviously non-experienced crew, well...... AND, Mr. [redacted] wanted me to call the sub-contractor and discuss with him the issues and work it out. A stern discussion was had with Mr. [redacted] stating we are the CUS[redacted]ERS not his in-betweens. Throughout the entire process we had to keep reminding Mr. [redacted] we were the cus[redacted]ers.

Mr. [redacted] contracted with a new tile installer, [redacted] and he came out to review the job before committing. He accepted but then got into a disagreement with Mr. [redacted] and decided not to take the project, but Mr. [redacted] finally convinced him to take the project and also wanted me and my family to call [redacted] to help obtain him. [redacted], when he came to review the job, was extremely surprised at the terrible condition our home was in from the demo and stated the floors were not even close to being ready to tile since they were not prepped correctly with all the "chunks" of cement left. This would have caused the tile to be placed to break very easily with the highs and lows of the concrete and, well a totally poor job.

[redacted]'s team did a good job but there were delays, we don't know why but do know they were called off the job to do others delaying us even further. Then they ran out of tile....... We also stated once again, not only to [redacted] and his team, but to Mr. [redacted] about our need and to do this in stages. Didn't happen.

We were so frustrated, so tired and so disappointed that it got to the point that when they showed up and we could see any progress moving forward we were hopeful to see the light at the end of the tunnel soon.

Once the floors were finally complete the next portion of the job was to lay hardwood flooring up the stairway and throughout the upstairs. The remodel project we had going on upstairs was nearing completion and the floors were ready to be laid. This started on the 17th of Nov and was supposedly completed at approximately 8:30 on the 20th of Nov. There we issues with this too. The installer ran out of hardwood.... He was supposed to undercut the wood to avoid removing the molding (that was JUST recently painted and installed). Rule of thumb is trim that is over 2.5-3 inches it is undercut to the trim, whereas smaller trim is removed and reinstalled on top. Our trim is 3.5 inches. We ended up having the trim repainted by our contractor and fixed since the flooring installer didn't replace and repaint to the condition it was in prior. Mr. [redacted] relayed a message to our contractor, Mr Lussier that he would pay for the repainting and correction of the baseboards. There are a few issues, such as one of the stair boards higher then the others which could lead to someone tripping, one of the closets has a large hollow spot that recesses when you step on it and the transition between the bathroom and closet shows nail holes and wasn't finished to hide this. We have been beat down at this point and just want our home back construction and contractor worker free.

A job that was supposed to take no more than 2 weeks turned into 4 plus weeks.

Mr. [redacted] did pay for a housekeeper to come the following week after the install of the hardwood flooring. By this time we had been cleaning non-stop and the home was very clean. We needed a cleaning crew back when the original mess was created.

On the 21st of November, the next morning when the flooring guy "finished" and the tile floors were barely completed Mr. [redacted] contact [redacted] and stated he wanted to bring four extra boxes of tiles that we had requested at the beginning to our home. [redacted] texted him back and stated that we were busy and could we please make it another day, not realizing that what Mr. [redacted] really wanted was to be paid in-full for the job "completed" not more than 16 hours prior and there was no walk-through scheduled, nothing.

At this point Mr. [redacted] became very demanding and threatened us by stating the contractors needed to be paid and they ([redacted]) had contacted Mr. [redacted] and stated he and other contractors where going to file liens against our home if we did not pay the balance that day and Mr. [redacted] threatened that if we didn't pay by 3pm that same day he would also file a lien against our home.

[redacted] called [redacted] and inquired about this claim that Mr. [redacted] claimed he made about filing a lien against our home and stated that he made no such statement and the only conversation of recent he had with Mr. [redacted] was to settle on the $1300.00 balance still owing to him by Mr. [redacted].

[redacted] transferred another $5000.00 to Mr. [redacted] leaving an outstanding balance of (total 21,000 - 2,000 - 10,000 - 5,000) = 4K

He then started texting us continually that afternoon including a $1000.00 discount if we do not turn him into the Revdex.com. [redacted] finally texted him back stating this is now becoming an issue of harassment. The texts finally stopped

So we have threats, bribes and harassment, not to mention possible health issues from all the dust we have been breathing. We did buy several box fans to direct the inside out out to help expose of dust floating around, these ran constantly for several weeks and the screens were collecting a lot of dust. A lot of this could have been avoided with a professional team of tile removers. I have been doing research on the internet and what we have reviewed is nothing to what we witnessed in our home.Desired Settlement: $1350 - cleaning of all A/C and ceiling vents

$300 - reimbursement of apartment for [redacted]'s mother

$nnnn - we do not have the bill yet from fixing the baseboard trim upstairs

$balance owning to be waived.

Business

Response:

this cus[redacted]er didnt even allow the contractors to go back and fix any of the issues. thats why warranties are in place. im not real sure what to do at this point. I cannot waive #3000. I can pay for the so called damages, that by the way? most people just let us back and fix issues if any. again, I can pay for the charges, but will not waive the remaining 3k. it would cost me 1400 out of my pocket , and I am not paying for these guys floors. the can have them at cost. I feel 1500 off is more that fair. I cannot absorb more. final offer. again, you owe the contractors this money, so I will inform them, and they can put the liens and take necisarry action, I am tryhing to resolve things amicably, but 3k discount isn't doable. 1500 is the amount still due. I have paid for the cleaning lady already. so .. I wil wait for your response before I let the contractors know? I am waivin 1/2 of the total. job is at cost. please let me know.the roc has in place that if a contractor does work he is entitled to repair or fix that before the cus[redacted]er goes elsewhere. cus[redacted]ers did not. they took it upon themselves to have others do repairs, and expect us to pay them, when contractors were more than willing to do it. in 24 years, we have never coverd vents. ever. I offerd to pay for tthese things. I believe I am being fair. again, I cannot discount more than 1500. I am willing to try to settle, but not if it cause me a deficiet on this job. 1500 is the final revised amount. thanks again,I am sorry things didn't go the way you planned or expected.let me know.best regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me with the terms provided by Mr. [redacted]'s reply. As I understand and to be clear, one final payment of $1500.00 will settle as paid-in-full. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Upon clarification I will then wire transfer the money to Mr. [redacted]'s account, as performed twice before.

Regards,

Incredible service! Larry came to our home as scheduled and showed us the best carpets and laminate flooring for great prices! He is very personable and professional! He took the time to help us trough the entire process, explaining and helping all the way through. The crew was also very professional and extremely meticulous.. They did a perfect job installing our new carpet. It was beyond my expectation!

I want to have them come back to finish my upstairs! Thank you AZ flooring for an outstanding job.

I just had laminate flooring installed in my condo and absolutely love it! I could not be happier with how it looks and everyone was so friendly and helpful from start to finish.

We had [redacted] from AZ Floor Company come out and give us an estimate. He was very professional and knowlegdable. He listened to our needs and wants. We (my wife and I) decided on what we wanted. A week later we had our new floor. We would recommend [redacted] and the AZ Floor Company in a second. Our installer [redacted] did a beautiful job. We would bring this company back to do our other rooms.

I had my kitchen family room and 2 bathrooms done in porcelain tile and me and the wife are very pleased how nice the new flooring looks. Larry was always available to answer any questions throughout the entire installation process. In the future when I'm ready to tile the rest of the house, I will certainly use AC floor again to do the job

We met [redacted] in early 2008 when he worked for another company and eventually had him bid a job of re-doing our kitchen with new quartz countertops and a new tile floor for our kitchen and adjoining family room. With new appliances, from a supplier that [redacted] recommended, the final job turned-out better than we could have imagined. A couple years later we began discussing replacing carpet in two bedrooms, and extending the tile that [redacted] had installed in our kitchen/ family room into the livingroom. We were so pleased with the job [redacted] and his crew of installers had done for us before that we were disappointed to learn that [redacted] was no longer with the previous company and we couldn't locate a current contact number for him. We put the project on hold.

Now, five years later we decided to proceed with the project, but we didn't want to entrust the job to some unknown. So, I took a chance and did an online search for [redacted] and discovered he had gone out on his own. We contacted him and set an appointment for a week later. He arrived on the following Friday and we had our carpeting installed the next day. The carpet looks fantastic and once again, the installers were professional, courteous and fast. [redacted] is currently attempting to locate matching tile for living room floor, and once he does we will without question have The Floor Company do the job for us. We would recommended [redacted] and his firm to anyone seeking quality, fair, courteous, professional work done for their home or office.

Great company that goes above and beyond for their customers. [redacted] was very professional and amazingly helpful. He squeezed my carpet install in the day before Thanksgiving and they look great.

CAUTION-CAUTION-CAUTION - If you are looking for someone pleasant to deal with, don't ask for [redacted], the self proclaimed owner. Just recently bought a vacation home in Phoenix and wanted a price for some carpet. I wanted to spend locally, so I only contacted this company for a price. I live in Los Angeles, and drove out late the night before. He was the first and only carpet price appointment for the day, which was 10am. I received email confirmation and everything. I looked at my phone around 9:40 and saw that I had a missed call from a Phoenix number, so I returned the call. [redacted] says I missed my appointment (read his email fine print - it's my fault I didn't answer the phone, so he blew me off). I call him and tell him I drove all the way from Los Angeles and his was the only carpet appointment, and again he tells me it's my fault that I didn't answer the call. Funny thing is that I was at the location early so I would not miss him. After I reread his email and confirmation email, I see the fine print, but also see big bold lettering from his company saying that they could be late due to traffic and such, so allow a grace period of about an hour. WOW - funny how he can give himself an hour and the customer a missed phone call and you're screwed. But it gets better- now he is starting to feel bad that he missed the appointment (after he hung up on me twice)and offers to come back, but at a time that I had another contractor appointment, so I have to decline. Now he goes on to tell me (all via text) that he must have looked at the address and figured out in his mind that this is a rental and "they really don't do rentals". So now he offers to go to his office and get the [redacted] rental grade carpet samples to show me, because they only do higher line stuff. Now I'm pissed because not only did he assume this was a little job and he could easily blow me off, but it is a rental and it probably isn't worth his time anyway. At this point, I'm completely upset-he blows off the appointment, he is rude and hung up on me twice, he assumes it's a rental when it is a second home. The final straw is I tell him I have a sample from Home Depot that I wanted to show him. He wants me to send him a picture of the sample, but at this point I just wanted to cut my losses and NEVER contact this guy again. He disrespected me, ruined my trip to Phoenix because he put my construction plans back a week, and the way he treated me was more than hurtful, in comparison to the way that the rest of the Phoenix people have treated us, which is nothing less than exceptional. I'm sure [redacted] will get on this site and respond, telling all of you that this is made up and all my fault, but I saved the text thread and all the printed confirmations just for that reason. I'm sure he has great products, but if you want to deal with a guy whereas it's all about him and his schedule, then this is definitely your place !!

[redacted] and his crew did a fabuous job installing my new hardwood floors. It was a big step to get rid of the tile/carpeting that we had, so we were a little nervous! But, the results are awesome and we love the hardwood floors. Everyone was very professional - on time, polite and very thorough with their work.

I recently had The Floor Company put hardwood floors in my upstairs master bedroom, living room and the stairs. The job turned out fantastic! [redacted], our sales person was very familiar with the product. He was prompt, had a great variety of samples and gave some great suggestions without being pushy. The installers ([redacted] & [redacted]) were very hard working! They were prompt, cleaned up after themselves daily and poured their heart & soul into this job. One day they worked 13 hours to make sure they would finish by the day they had agreed to at the start of the job. I have very wide angled stairs that were a definite challenge but the end result was even better than I could imagine! They did not take a short-cut and cover with molding but spent the time & energy to make these stairs look like they protrude from the walls. I would definitely recommend this company to anyone looking for wood floors.

[redacted] & [redacted]

We had the pleasure of The Floor Company installing new tile in our laundry room when we moved into our home. Larry was helpful in choosing a nice, durable tile that fit all of our expectations. The service was quick and friendly. Happy to share that 5 years later, it still looks brand new. We are happy customers.

Elizabeth H. S.
Surprise, AZ
5.0 star rating9/18/2015
First, Larry took the time and showed me many possibilities for new wood floors for three rooms. I've been very pleased with the color, price and brand he helped me decide upon. Second, care is so easy; just using a dry wipe over and often a Bono spray cleaner. Third, the two men who installed were very professional, efficient, kind and did a fantastic job of clean up. Many friends at my pool during our "walk & talk" discussions have not been as pleased having used a different company. Many Thanks!! [redacted]

[redacted] came highly recommended and I agree he was fabulous. He was able to accommodate for an evening meeting time and brought quite a few samples. Since the appointment was at my house I was able to see what the flooring would look like against my furniture and in the various rooms I was having done. This was such an added benefit from searching at the box stores. Throughout the project from scheduling to installation [redacted] kept me up to date and I knew exactly what to expect. The crew that came out did an amazing job. My floors look beautiful! I would highly recommend AZ Floor Company for your flooring needs.

My husband and I decided we were finally going to take the plunge and invest in new flooring for our entire house. We researched and found fantastic reviews about the AZ Floor Company. Every review we read was positive and we wondered could that actually be true?
After scheduling an appointment online for an estimate, their Installation Manager, [redacted] came out with many samples in hand. He was easy to work with and offered solid suggestions for our house that would fit our needs. We picked everything out (wood, tile and carpet) and scheduled for installation.
Since we had three different types of flooring three different crews came out to install. Each crew arrived on time, every time and stayed until the job was at a reasonable spot to leave for the day. They were professional and worked hard, cleaning up after themselves and leaving the house as neat as possible; we have two dogs and a cat, so that was important.
During the process, [redacted] stayed in contact, responding to questions within minutes as well as checking in to make sure everything was going as expected. He was fantastic! We love the result! Our house looks brand new; we could not have made a better decision, going with the AZ Floor Company!!

Great service, neat workmen, reasonable price. On time delivery. What more could you ask?