CITY CARPET & FLOORING INC.
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Gary did a great job for us. His installers were excellent. Any issues were attended to quickly.
2 years ago
I recently had a project completed by City Carpet in my condo. This was my first renovation experience, so I wasn't sure what to expect. I met with Gary, who helped me pick out a laminate, and he came to the condo to take some measurements and assess the current condition of the floors. I explained several times that I was concerned about the uneven sub-floor and was repeatedly assured that there would be no issues. I was given a quote (which was very competitive) and decided to go ahead with the project. The laminate took around 4 weeks to arrive, which was expected. The installation was to take place over two days (Monday/Tuesday), and I was notified two days in advance so that I had time to remove all of my existing trim and make sure that the floor was clean. The installer (a one man team) arrived on Monday around 9PM and was there until 5PM, after which he had completed about 1/4 of the work. I was told the delay was due to the uneven subfloor, which is understandable. This is where problems started to surface. Instead of returning on Tuesday, as originally promised, the installer came back on Wednesday afternoon and was able to finish another 1/3 of the floor. During this time, I received a call from Gary and was told that the laminate could not be installed in all areas of the condo because the subfloor was too uneven. Instead, he recommended that the remaining areas be finished with a combination of carpet and vinyl tile. I was refunded the value of the laminate and associated installation, and I selected the carpet and tile that would be used. Gary suggested that I also carpet one of my bedrooms so that the "flow" would be consistent. He offered to provide the carpet free of charge (about $180 worth) for the inconvenience, but I was responsible for the installation and underpad. Altogether, it cost an additional $490 (after the laminate refund) for the bedroom ($150 of which was a "minimum charge" for installation of the ~20sq ft. of vinyl tile which was laid by the same installer as the laminate, who was already on site). The tile and laminate were finished on Friday. Over the weekend, I found a number of flaws in the laminate, including a spot where the underpad was showing above the floor (it was pinched in between two planks), a plank with a medium-sized scuff on it, and a 1" glob of industrial adhesive stuck to one of the planks. I informed Gary of the problems and he arrived on Tuesday with the installer to take a look. They were able to cut the underpad that was showing, which I was happy with. They were not able to remove the scuff and were not willing to replace the plank. The adhesive had been scraped off, leaving several marks where the plank's finish was ripped off. Gary tried to convince me that it would be easily covered up by a runner, and that nobody would see it. I insisted that he replace the plank, which he did. The carpet was installed without many problems, though some of the transition strips were bent during the installation and there seem to be a few lumps here and there. The entire installation from start to finish took a bit more than a week. Overall, I am mostly satisfied with the results. There are a few minor flaws and a bunch of soft spots in the floor, but I can live with them. I was somewhat surprised that Gary was unable or unwilling to provide solutions to a lot of my concerns (it seemed like he was asking me to solve the installation problems most of the time), or he provided a solution but left it up to me to implement. I am also disappointed that despite coming out to evaluate the floor and take measurements, the floor could not be completed as originally promised. I will probably not return to City Carpet in the future.
3 years ago
Super nice guys and installers do a good job. BUT... Guys that run the place don't have any sense of urgency and one doesn't even know what the other is doing. Constantly had to call/visit and follow up with them to make sure installations went ahead as scheduled. Everytime you call one would take your number and have to check with the other one to find out what is going on before returning your call. Ordered hardwood 2 months ahead of time only to be disappointed. Told them what we wanted on a Monday morning and there was apparently 300 Square feet in stock at the suppliers. They didn't bother trying to order our hardwood until Thursday afternoon and by then it was apparently out of stock. Then promised delivery on November 5th and only after us following up with them several times the week before did they tell us now delivery was delayed until November 15th at the earliest. Since they couldn't even give us a delivery date we decided to cancel our hardwood and will take all future business elsewhere because we feel that if they had ordered it when we asked and not 4 days later we would have gotten what we wanted. Spent around $10,000 in their store in a couple of months and they didnt even try and convince us to not cancel hardwood or offer any kind of discount or even suggest another product to keep the sale. I guess their business with the big home builders is doing so well they dont mind losing the walk-in clients. We have more carpet scheduled for next week and if we hadnt already paid for it I'd cancel that too. Our hardwood, vinyl planking and second tile order will be going to someone else. Too bad....we liked them personally but they really need to get their act together.