We purchased our flooring through Carpet Man Pro Flooring through a bid process. It did take a couple of years for our corporate office to get it approved, and Keith, our salesperson, was very patient with that. We chose them because they had the cheapest installation price. We had old carpeting removed and new luxury vinyl tile put in the community room at our senior center.
I asked Keith for the cleaning instructions for the new flooring a week before the installation so we could have it on hand. He said it was no problem but then he never brought the instructions over. On the day of the installation we asked the installers if they had the cleaning instructions, but in over 50 boxes of flooring, none of them contained the cleaning instructions. We called Keith again and said we need this today because we need to order the cleaning supplies and it takes a couple of days to get them delivered. After that, Keith did come down the day after the installation to bring a bottle of cleaner and a piece of paper that said what to do, but it was very vague. From there we called the cleaning supply company and talked to their cleaning specialist and got what we needed. It was just an unnecessary holdup from a customer service standpoint; it should have been handled before the installation even took place.
The guys who installed the flooring used a shop vac and blew stuff all over the place and then didn't clean it up when they were done. The floor, windowsills, and everything was covered in a layer of dust. We had just put on brand new paint and the dust got blown all over. That was another reason we needed the cleaning products before the installation took place. We closed the community room to the seniors while the work was being done, and we weren't able to re-open it on schedule because we had to wait for the cleaning products to be delivered and then we had to clean the room a couple of times to get all the dust up. I also had to pay overtime for my employees to stay longer than planned. We couldn't have any dust left because it would interfere with the seniors' breathing and cause the floors to be slick. It would have been really helpful if they cleaned up when they were done.
There were also some communication issues with the office. I asked them if I could send them an email with a clean copy of our signed contract; we had been faxing it back and forth and the words were becoming blurry and hard to read. The man I spoke with on the phone kept asking me to just fax it to them instead of emailing it. Once he understood why I wanted to send an email instead of a fax, then he had to figure out what their email address was. I just didn't get the feeling they were very comfortable with technology. All he wanted to do was just take down my name and number and not find out what the issue was. Eventually I had to insist that he write down the reason I was calling as well. I feel that it is just professional courtesy to write down what the problem is so that the person calling you back is more prepared to help you.
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