Poor Customer Service. We researched before using this company. Initial installation was wonderful. We were told we could use the floor immediately but shortly after we started using the floor, I noticed marks, looked more closely and realized the dog's claws were leaving holes in the grout and the installer knew there was a dog. They came back and "fixed" the grout with instructions to keep the dog off it for 6 hours which was fine -- I would have been glad to do this the first time. Afterwards, there were still some "holes" from the initial installation problem -- I think that as the grout fix dried, some holes hadn't been filled and reappeared. When I went to make final payment, I told the receptionist we still had "holes," but there was no offer to make it right, just the taking of our money. I'm pleased with the product and design consultation. I am not pleased with the customer service. I'll probably use them again, but redo is a hassle so I'll be very, very careful about the original installation in the future. Too bad, because I think I'm paying for the customer service too.
All USA
Poor Customer Service. We researched before using this company. Initial installation was wonderful. We were told we could use the floor immediately but shortly after we started using the floor, I noticed marks, looked more closely and realized the dog's claws were leaving holes in the grout and the installer knew there was a dog. They came back and "fixed" the grout with instructions to keep the dog off it for 6 hours which was fine -- I would have been glad to do this the first time. Afterwards, there were still some "holes" from the initial installation problem -- I think that as the grout fix dried, some holes hadn't been filled and reappeared. When I went to make final payment, I told the receptionist we still had "holes," but there was no offer to make it right, just the taking of our money. I'm pleased with the product and design consultation. I am not pleased with the customer service. I'll probably use them again, but redo is a hassle so I'll be very, very careful about the original installation in the future. Too bad, because I think I'm paying for the customer service too.