Red Carpet Flooring & Design, LLC
About this pro
They did an excellent job; however, the tiling job took longer than expected.Oct 18, 2017Verified
Labor only installation of wood look and stone look tile flooring est 1800sf. Very reasonably priced. They were able to start quickly. Floors look great. We highly recommend Red Carpet Flooring and Design.Sep 16, 2016Verified
First, it should be understood that I am a very busy professional and I have never taken the time to write a review, neither positive nor negative, for any product or company, as I simply do not have the time. However, I feel compelled to do so in this case. After Shelby came out for our initial estimate, my wife and I hired RCF for our home remodel- including tile, carpet, and baseboards for almost our entire house. He seemed knowledgeable and helpful and we felt comfortable with him, so we were excited to get started. After choosing our tile and carpet and paying the 60% deposit, we were told 2 days before install that our tile for the main flooring was discontinued and that we would have to find something else. Installation would begin with our master bathroom since we already had the tile for that area. Shelby was apologetic so we didn’t get upset. At that time, we got an email from Shari (whom we had never met) saying she handled communication with clients during the installation process and from that point on we were to contact her, not Shelby. On the first day of demo, the head installer, Angel, thought he was supposed to remove our bathtub. When my wife told him it was supposed to stay, he said sometimes he got the wrong information in his email from the office (glad my wife was home or I would have returned from work to find our master bathtub conspicuously absent). She then asked if he brought plastic sheeting to help control the dust during demolition and installation in the master bathroom and closet and, if not, if she could go buy some for him to put up. He said he didn’t have any but it wouldn’t get dusty at all so she shouldn’t worry. During installation, we found a layer of fine, white powder on literally everything in our master closet, bedroom and bathroom. We brought it up and they apologized and offered to pay the cost of having the clothes laundered (it ended up being only a $50 credit- nowhere near enough to cover the dry cleaning of my dress/work clothes, let alone the laundering of the remaining clothing and towels). The next problem we encountered was that the installers had taken out only some of the baseboards in the master bathroom and, not realizing their mistake, had tiled up to the wall in some areas and up to the old baseboard in others. Since Shari had set up an appointment for us to meet with Shelby to look at new tile for the main floor, we brought up the mistake to him. He made a good point, stating that they would have to fix it so that the new bathroom baseboard would be on the cement floor in order to be consistent in height with the baseboard from the carpeted area in the master bedroom where the two meet. He said he would contact the installers with instructions to fix this. When we came home, we realized the installers did the exact opposite and had instead finished the entire bathroom floor all the way to the wall. This would leave the baseboard from this area taller than the baseboard from the carpeted area by the height of the tile, preventing them from meeting up properly in the entryway. Shari sent another email around this time stating we should not be addressing issues with Shelby. We tried addressing it with her (despite the fact that we had never met her, nor had she ever been in our house to even know what we were talking about) and told her that there seemed to be a miscommunication between her, Shelby and the installers, to which she simply said, “…our communication is crystal clear.” We had no one at that point with whom to address a major issue that Shelby said would need to be and would be remedied. On the day of the main floor demo, during which stone was be removed from the floor in front of the fireplace, the installers, yet again, did not cover anything. This time, everything in the main part of the house including the kitchen was coated in fine, white powder. Angel was not there that day, but did apologize over the phone and said there was a miscommunication between him and the other installers. They offered to have a cleaning crew come clean the dusty areas in the middle of installation. We asked them to wait until they were completely done so the dust wouldn’t just re-accumulate the following day. Shari sent us an email to remind us that we signed a document stating we knew there would be dust. We reminded Shari that the document also said, “We will cover furniture and counters so that we can minimize the dust caused by removing existing tile.” Unfortunately, there was no attempt whatsoever to cover anything up to that point. After I finally covered some of the kitchen counters and furniture with plastic that I had purchased, the installers finally tried to cover furniture with plastic on a few of the days, but the dust was already everywhere. The final straw came when about 1/5 of the main flooring (wood look tile) was installed and we noticed right away that 4 of the exact same tile print had been placed directly adjacent to each other in one area and another variation was back to back 5 times in another area. The installers were pulling tiles from one box before moving on to the next box. The boxes of tile had instructions clearly printed on them from the manufacturer advising that tiles should be taken from several boxes in order to ensure that the various prints were interspersed throughout the floor. We brought this up to Angel and, initially, he said it was too much work for him to have to look at the specific tile prints/designs, as he was focused on leveling and lines, but later he apologized and agreed it didn’t look good having that many identical tiles next to each other. He agreed that it was unacceptable work and that he would remove some of the tiles and replace them with other prints. We received a lot of pushback about this from Shari, as she kept saying it was impossible to not put the same variation back to back occasionally. No matter how much we tried to explain that the same variation back to back with two tiles occasionally was no big deal, but the same variation back to back 4 or 5 times was unacceptable, she wouldn’t listen to us. To try to help the installers, I actually opened and sorted all of the tiles into the various prints/patterns. There ended up being 14 in all. I thought this would make it easier, since they could easily avoid grabbing from the same stack for consecutive tiles. They seemed confused by this and stated it was still going to be very hard to avoid repeating the same print/variation. To further assist them, I started laying the rows of tile out on the floor the night before so they could just put the tiles down without having to think about it (it required simple effort and attention). At this point, we had lost all faith in their ability to complete the job in a satisfactory manner, and I had to take two days off work just to oversee their progress. Prior to this, the last time I had to call and ask one of my partners to cover for me at work for anything was the birth of my youngest child. We decided at this point to inform the company that we would like to have Angel and his crew finish installing our tile and then to end our business relationship without completion of the baseboard demo and installation or carpet demo and installation. We agreed to pay for labor already completed and the carpet and baseboards, since they had already been ordered, as well as to pick up the carpet from the distributor ourselves (baseboards had already been delivered by the installers). In response, we received an invoice with an extra charge for $165 that said, “Pattern - Labor charge for CUSTOMER REQUESTED specific pattern.” We stated this was an error as we didn’t request a pattern, we just simply wanted the wood look tile random look (i.e, not with 4 or 5 identical tiles directly adjacent to each other). Shari immediately shot back an email saying that she would tell the installers not to come back to finish and threatened to take legal action if we did not agree to pay this charge. During this exchange, the reason for the additional charge ended up changing multiple times. The first reason was the “pattern.” The second reason given was because our new tile was bigger than the one we had previously selected to be ordered through them, and the third was not because of the size change, but because we went with a wood look tile. Keep in mind, they told us to pick a new tile 2 days before work on the house was to begin because our original tile, selected with Shelby in their office, was discontinued, after which Shari suggested we consider the wood look tile because it was becoming more popular. When we decided to go with her suggestion, it was never once mentioned there would be an extra charge to install the wood look tile. Instead, the new charge was tacked on after half the tile had already been installed and we had informed the company that we would not allow them to install our carpet or baseboards due to the countless mistakes, mishaps and headaches we had already endured. Although we disagreed with the addition of this charge, we ultimately agreed to pay it so they would not hold our home’s floor for ransom. Shari stated that we broke a legally binding contract and essentially we were just fortunate they did not charge us a penalty. In reality, we never signed the initial estimate that contained the legal language and, regardless, there is no language in that document regarding a penalty for not having them do all of the installation, just restocking fees, collection fees and attorney fees- none of which are applicable in this instance. We have had good experiences with contractors in the past but working with RCF was exceptionally stressful and frustrating. In the end, Angel and the installers did complete the floor. The quality of work was acceptable, but only after constant oversight and correction. Shelby inspired confidence in the beginning, but was largely excluded from the project aftNov 3, 2016VerifiedShari H.'s reply
Tara & Dustin- We are so sorry that you feel this way regarding your experience with us. Fortunately there are 2 sides to every story. We will continue to deliver the finest quality installation and customer service that we do for all of our customers.
Very easy to work with and they are very patient. We took a few month to finalize materials and they patiently waited for me to make up my mind and suggested places we could go to look for more and different granite and tiles.Feb 15, 2017Verified
Buyer beware. Do your homework on these guys. Installation crew was poor and relatively inexperienced with material being installed. Furthermore there was very little follow up by the salesperson and the lead appointment coordinator, who handled everything via email.Dec 16, 2016VerifiedShari H.'s reply
Paul- All of our installers are all very experienced in their field. Unfortunately, you were out town during the entire installation and we were in contact with your wife several times during the process and she was extremely happy with everything we were doing. Therefore, we weren't aware that there were any issues with your tile nor have we had any phone calls regarding otherwise. Please feel free to contact our office at your convenience so that we can discuss your concerns. Thank you.
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- What is your typical process for working with a new customer?We like to be able to meet with the customer in person opposed to just quoting over the phone because every project is different. Each customer has a different budget and in order to give an accurate cost of the project, we need to be able to take accurate measurements and go over material options. There are too many variables and selections to make.
- What education and/or training do you have that relates to your work?We attend every flooring conference we can to stay up to date with all new products and installation procedures.