I mentioned at the end of my last post that the installation of the new floors should have started on Tuesday, but we ran into a little snag. I ended with this picture of all the supplies ready for the crew to show up:
Well, that was our problem. When the crew got to the house on Tuesday and saw the floors in the garage they knew they weren't going to be able to put them in that day. Apparently, the materials should be stored
inside the house for 7 days in order for them to acclimate. First, we stored them in the garage. Second, we didn't even pick them up from Lumber Liquidators until Saturday! Umm... does it seem like we were missing a little bit of information?
We told the installers that we didn't know anything about that requirement, and their response was that it was in the quote that they sent us. Oh. I didn't see that. I immediately pull up the quote in my email prepared to admit my stupidity for missing such important information. The top part of the quote includes Special Instructions/Notes where the only thing included was that we would need a plumber to reset the pedestal sink and toilet in the half bath. The middle had the breakdown of the cost for the entire installation (and this is where my focus was!). Then at the bottom there is another paragraph:
"All quotations are based on a visual examinations and sometimes there are unforeseen circumstances that may require additional material and labor cost. If a circumstance arises then the customer will be notified immediately. This is a labor quote only; the customer is responsible for purchasing all materials from Lumber Liquidators . If additional material is required that we are providing it will be specified in the quote as (material included). It is standard industry requirements for engineered flooring to acclimate in the home for 3 days and for 3/4 Solid Hardwood for 7 days prior to installation or to manufactures specifications. If you would like to proceed you will need to contact HSS/Lumber Liquidators at 1-877-477-1116 or at www.trusthss.com/payments to make a 50% deposit."
Ok, yes it mentions it in there, but one sentence and you assume the customer knows what to do? Plus, this is in the quote where the customer is likely more interested in the quoted price (which is rarely cheap!) and deciding whether or not to put down a 50% deposit. It was never mentioned verbally when we purchased the material, called and put down our deposit, called and scheduled the installation, or when we picked up the materials. Fail. End rant.
The good news is that the 7 days is a conservative number, so they decided they could do the prep work on Tuesday then start the actual installation on Saturday. (Actually, we knew they said the weekend, but didn't know what day, so I had to call and find out what day there were coming. Again, customer service fail. Guess my rant wasn't over yet...) They got quite a bit done on Saturday and we love the progress! They're coming back on Monday to finish up and it can't come soon enough. We have been living in a disaster zone this past week!!
Here are some pictures of the progress:
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| The way the materials SHOULD be stored! |
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| Our living room from Tuesday to Saturday |
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| Progress! |
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| The living room at the end of day 1. |
As many complaints as we have had about the lack of communication and the issues with the process, we are loving the result. The crew will be back tomorrow to finish up the installation including the kitchen and the dining room. I will be back to share the final product soon!!
