Flooring America/FA Design Build

Bad customer service. Picked up our rugs today. Everyone is on his/​her phone. No greetings, no any kind of friendly service. Got our rugs home. Full of little threads and stickers. They couldn’t even vacuum/​clean it, especially when we’ve paid over $ 1,000.00 on them.

This is a very difficult review to write as while the work was being completed I was deployed and the most of the work was done properly and looks beautiful. I am also writing this review over a year after the work was done based on the fact I have been trying to have a major issue fixed for the last 12 months without success. I will start with the negative because that is the reason I would NEVER recommend this company to anyone. Britton was the project manager and he does not want to stand behind his work. As soon as I returned home from deployment I discovered a soft spot in the bottom of the bathtub approximately 13 X 3 inches. When you step on it it sinks and I believe will eventually lead to major issues. I was told that the soft spot was the tub and not installation. The bathtub manufacturer sent out a representative to inspect and he said it was improperly installed and not only is there a soft spot but the tub has a «hump» in the middle of the tub. Britton took me his shower has soft spots and it doesn’t really matter. I told him I paid for a proper installation. I was also told that the reinstallation would cost too much money; again not my issue. For the last 12 months we have tried to have resolution to the situation, but in my opinion Britton’s passive-​aggressive behavior has impeded any resolution. If you choose to use this company, I would ask not to have Britton as a project manager. Carlos was leading the construction team and although most of his work was good, this bathtub per the manufacturer and the manufacturer instructions was not installed correctly. He still insists it is not his error; even though the manufacturer confirmed it was an installation problem. My issue with FA is that they do not stand behind their work. Because of the way our loan worked they were paid for their services and after they received their money we were no longer important. We had an appointment to meet with them and try and resolve this issue and as the last minute they cancelled; this issue is still outstanding.
I have several other smaller issues, but nothing that will affect the integrity of the home. The nail marks on the floor edging is very obvious, it looks like they used the wrong color wood fill. The paint is so thin; if you lightly run your nail on the wall the paint just scrapes off. The grout around the bathroom tile is cracked as well as the grout at the base of the tub, we asked them to address this issue and again this has NOT been addressed. The tub also creaks and makes noises as you move around in the tub again indicated a poor installation.
A couple of good things… Carlos built a railing and bannister for the stairs based on photos I sent, he is great with woodworking. Jessica on the design team was professional and had some great ideas as we moved through the design phase of the project. She knew I would be gone for most of the project and she helped make all the decisions before I left. I would use her design services again.

We just finished a major reconstruction job with FA Builders. My rating would be a 2 if I just based it on the first several weeks of the project and a 4 if I based it on the time afterwards. For the first part we had a new project manager and things went way too SLOWLY — and we were never sure what was going to happen when. Then Britton took over as project manager and things completely changed — things got done, we heard from him regularly, and we knew his goals of when things would get done — and if things took longer why.
On the plus side — the renovation looks great. They use regular subcontractors who did a wonderful job and were very polite. Britton did a great job with communication. If we didn’t like something, it was addressed immediately.
On the negative side — our first project manager and they are expensive.
Overall impressive — I love the finished project and now that I know who to deal with, I will use them again.

Stay far away! If I could give 0 stars I would.
I went in to meet with Flooring America and found a tile I loved. So far so good.
However, when they came out, the measurer looked at my bathroom, which I am redoing and said «$ 12K» no measurements, no discussion on what I wanted. When I balked he said OK, maybe $ 9K.
This should have been enough, but I do love that tile. So I let him measure the basement. No estimate, I called and asked where it was, still no estimate, called again, still no estimate.
Finally went back in (did I say I loved this tile) and was told so sorry, not our normal CS, we will come out Monday and do it again and get you an estimate right away. Monday comes and no measurer. I was home over an hour and a half before he was scheduled. My house is small and my doorbell works. I went to sit outside 15 minutes after he was due and there is a blank note on my door saying «sorry we missed you» No call, no doorbell and no knocker. Finally, OK I love this tile, but I give up.

Okay I’m going to update my earlier review and bump this company up to 3 stars. After the previous review was written, they worked with me to get my carpet cleaned to address the issues, which I thought was very helpful and polite of them to do.