I had roughly 1000 sq ft with engineered hardwood done back at the end of January, and Neal was nothing but nice. He was great about answering questions - and we asked quite a few as we'd never done anything like this before.
The install itself went very well. The crew showed up early, got things prepped in 1 day and actually finished up the install in 1 day. Neal checked in on us each day to see if things were progressing well. We had trim work that was completed by the 3rd day.
Really, Neal and his crew were just great. The whole experience was just about as perfect as you could ever hope for.
My husband gave Neal the rest of the payment (we paid half up front) for the job on the 3rd day, but he forgot to tell Neal about a transition that was cut jagged along the bottom and had some splinters (a wood transition to a bathroom) and I called Neal that same day and let him know, he said no problem and would have someone out the next day to replace it.
No one ever showed up.
I tried calling Neal several times over the next couple of weeks. I got his voicemail mostly, and the few times he answered, he told me he'd call me right back, but never did. I sent him email with the details. Never heard a word. I even waited until now to post any reviews since I wanted to give him the benefit of a doubt that he was swamped with work, but it's been over a month and still nothing and he is avoiding our calls.
I'm very sad about this as were were so happy with the install and care we received up until the end - the job was practically perfect but that one little thing that would have taken at most an hour to correct. I know we technically have a 5 year installation warranty, but what good is it if you can't get the installer to even answer your calls or emails?
It is a real shame since they did such a wonderful job otherwise and this taints the whole experience.
Got an email about 2 weeks ago from Neal. He apologized for the delay in following-up. He said he saw that there was a series of emails about the messed up transition molding, and realized it had never been taken care of. We arranged for him to send someone this past weekend, and they showed up, put in a brand new molding (that was perfect) and finished the whole thing in about a half an hour. They were really early (I'd asked if they could come any time after 11am, but they must not have heard that part), so other than being woken up early, we were happy that the whole thing is now complete and looks super.
So I am adding a star for him following through at last. I do think they just got way busy and we fell through the cracks. The floors still look amazing, we haven't found any other problems so they are very good at what they do. Definitely needs a scheduler or someone to help out - they do a ton of business, and I can't imagine how one guy keeps up with all the scheduling and supervising. I still would use them again, tho, because the overall quality outweighs the delays.