My Nightmare experience with Home Depot and JW Floor Covering started about a month ago when I decided to change the 10 year old carpet out in our dental office. I had no idea that getting new carpet in my dental office would cost me so much in lost income and weekends working and all because of the incompetence of JW Floor Covering–one of the most unprofessional companies I have delt with in 30 years of practice. I have completed 5 commercial carpet and flooring installs, and built two offices in the last 30 years. JW flooring comes across professional but they don’t come through with their promises, and have no regard for the effort and work that the client takes to prepare for the carpet. You can not depend on them to show up for installations, and when they do, the workmanship is generally poor.
I write this review again waiting for JW Floor Covering to show up for a carpet install in my office–they are two hours late again.
It all started a month ago when I went to Home Depot to order some commercial carpet for my dental office. Home depot charges more for a commercial installation than it does for a home install. As explained to me by Home Depot, “it takes more skill and knowledge to install in high use commercial offices”. I bought premium carpet and was informed by home depot that it does not require a pad since it is glued down. I scheduled a Friday installation and closed my office that day to prepare for the carpet installation which is not an easy task in a dental office. I hired staff to move furniture, dental equipment, disconnected computers, and refrigerators. We moved a Xray machine off the carpet and it took about 3 hours that morning with all staff to complete the preparation. That afternoon, I paid one employee to wait for the 1:00-3:00PM installation. At 4:00p, an hour after the scheduled window, I get a call from JW flooring telling me that the installers can not come and that they want to reschedule for another day. After protest having cancelled an entire day of patients for the install, and paying my staff to prepare, they finally agreed to get someone out on the weekend to install before business on Monday.
Saturday morning the installers showed up, two hours after I was told they would start. The truck had a pink carpet on the roof rack the carpet I ordered stuffed in the cab. I asked about the pink carpet and they told me that they had just removed it from a house a day after they installed it because the owners said it was the wrong color. That should have been a warning to me. After asking me if I brought the siding, which home depot makes the customer pick up from the store and deliver to the installer (three 30 lb boxes). The first thing they did when they came in is ask me how to remove the molding that was glued to the wallpaper! I didn’t answer them and they took out a razor blade and started hacking at a piece of border molding, cutting it off the wallpaper.
Sunday, I spent the entire day putting back all the furniture and equipment to prepare for work the next day. I noticed blotchy stains all over the carpet. The carpet seems were darker than the rest of the carpet. Some of the molding was peeling off. I being more concerned about reopening the office and getting back to work, was optimistic that a little extra glue and some carpet cleaner might make things good. But, my staff and patients started to notice the carpets and some were saying that it was not that simple. I started to miss my ten year old carpet that looked better than the new install.
On Wednesday, I contacted JW flooring and they sent an inspector out. That inspector came out to look and told us to buy some carpet cleaner from home depot to clean the spots that must have been the result of dirty shoes on the installers. Also, he recommended we put a throw run over the heavy use area bellow the reception area. I bought the cleaning product and a runner at Home Depot. The Folex Spot Cleaner did not work. I called JW flooring to send out another inspector to SHOW us how to remove the stains on our new old carpet. The second inspector that came out informed us that the carpet stains were actually the cement below the carpet, seeping up through the carpet and that the installation was done incorrectly. He agreed to reinstall the carpet at their cost. He also informed us that there should have been a pad placed and that they would pay for one in the next install since they had to redo it> Home Depot should have sold me one and placed it the first time but the staff at the Blossom Hill Home Depot was not knowledgeable enough about commercial installs. I called JW flooring to tell them how upset I was with this whole installation and a supervisor assured me that they would reinstall the carpet properly with installers trained in glue down carpet and commercial installs. We made a appointment a month out. Plenty of time to firm up an re-installation appointment on a botched install
I closed the office for half a day Friday to prepare for the Saturday install appointment that I made a month ago. Before starting, I called JW flooring to confirm that they were coming tomorrow and they assured me that the appointment was on. I had the staff prepare the office again for carpet, covering all sterile surfaces with plastic and removing furniture and equipment from the carpet. As we were finishing up around 3:00pm after three hours of hard work, JW flooring calls me and asks me if they can reschedule the installation! AGAIN! I asked to speak to a supervisor, and after he reviewed our nightmare history, he cancelled someone else’s installation in order to have a team scheduled for our office on Saturday. He gave me a time of 8:00AM that they would be at my office.
Saturday morning I arrived at the office at 7:45am hoping that maybe they were early. Didn’t happen. I started calling the operators at 9:00. The first operator told me that they only give time windows and that my install appointment was between 8:00-10:00. I waited till 10:15 to call back and the second operator put me on hold and told me that the installer will call me in 15 minutes. After not getting a phone call from him, I called at 10:45 again and the third operator puts me on hold and tells me that the installer is 15 mintues out. The installer arrives at 11:40am.
After showing the installers where the bathrooms and cold water are, I explain how the carpets were installed incorrectly and he then tells me that he won’t be able to finish the carpet install this weekend. Francesco examined the carpet and showed me how the carpet had been glued to the floor without a pad. He explained to me that he would have to cut the carpet into 2×2 sqaures in order to remove it from the floor before installing the new pad and carpet. I would have thought that he would have been informed by the inspector what was needed to fix the original carpet install, but apparently no one at JW really talks to each other. They had a month to figure it out, and after promising me an install over the weekend, the day of the install, they inform me that its impossible. The poor installer was stuck telling me there would be no way to do the job in less than three full days. At this point I was ready to stop doing business with JW Floor Covering and sue them for a terrible job and all the lost wages and time it cost me. I asked him if he knew that this was a reinstall and he said no. I told him that I did not want to start the reinstall if it could not be completed this weekend and that I would hire another company to install since it would be cheaper than to go a week without carpet.
It was Francesco that came up with the idea that we might be able to install a pad and carpet over the original install. I asked him what pad he brought with him and he told me that he wasnt informed that we needed one! His supervisor didnt even tell him that the install needed a pad when we agreed on that a month ago. It took him two hours to go get the pad and he started the install at 2:00PM and finished at 8:00. As a consequence of putting a 1/4 inch pad and carpet over the original install, I was stuck with cutting down 5 doors. Cutting down doors is not picnic. Thanks to my good friend and carpenter Pervis Evans, Sunday morning, we cut and hung the 4 doors perfectly and I had the office put back together and reconnected the network by 3:00 that afternoon. Franceso and his did a great job even though they showed up two hours late. He and his 3 helpers worked there tail off to get that carpet in and looking good, but I still wont do business with JW ever again. It was unprofessional of JW Floor Covering not to have briefed and prepared the crew that was fixing there initial screw up on a commercial installation. As a consequence, we had to cut down 5 doors on a Sunday in order to open on Monday. Between lost days at work, extra hours of payroll to prepare and replace appliances and office furniture, and cutting the doors, I figure JW floor covering cost me an extra $5000 on top of the $3000 I paid for the carpet and siding for a mere 1000 sq feet of commercial carpet.
A week after the “final instalation” of the carpet and placement of the rubber floor molding. The rubber floor molding started to just fall off the wall. I called the quality assurance guys out again and they said the contractor used the wrong glue for the floor molding. after two weeks of waiting for someone to fix it. A guy claiming to be an expert at installing molding brought a staple gun and some glue and proceeded to staple the loose molding to the wall. Micky Mouse fix. He only did the pieces that were falling off and said the rest was ok. Well a week later, all the pieces that he didnt fix started to fall off. I bought molding cement and fixed it myself. NEVER NEVER NEVER again. Do not use Home Depot and JW FLooring . They are a big company that contract incompetent local installers that promise you everything and deliver nothing.