Custom Floor Covering, Inc.

Our experience with Custom Floor Covering was a disaster and required legal involvement. First the quality of the workmanship on the hardwood floor installation was defective, and although they ultimately admitted their mistakes and remedied most of it, the time, aggravation, mess, and disruption that resulted took a heavy toll on us. It required taking it up and reinstalling it. We have multiple residential and commercial properties, and to have this get to this level is something we are not used to. Additional damage to adjacent ceramic tiles occurred, and the experience to that point was hostile and difficult, and we were uncomfortable and mistrustful by then, so letting them repair the damaged ceramic tiles was not possible.

Despite attempts to pay the majority of what we owed them, they fought us on deducting the cost of the repair for the damaged tiles. A civil lawsuit resulted, and unfortunately this was during COVID, and our reasonable attempts to reach a settlement with mediation were refused by Custom Floor Covering, Inc, and it proceeded to a virtual trial. This was a mandated virtual trial limited to only one hour, handled by a Justice of the Peace who had never passed the bar exam, and was dominated by mistruths stated by the owner and employees of Custom Floor Covering. I had only a few remaining minutes of that hour to even make a stab at getting to the truth. Unfortunately, the truth never could be shown, then another 70 days went by before a “judgement” was rendered, and it was full of factual mistakes, demonstrating a lack of understanding by this “judge”. We then filed a motion of reconsideration, basically just asking her to show us her calculations and get the numbers in her math accurate. This request for reconsideration was denied with a one-word response, “DENIED”. There were enough mistakes in the handling of the case at the judicial level that we certainly had grounds to appeal it, but again there is a risk and additional expense and time involved, and at a point, we decided to just cut our losses and give up. Normally not my preference, but we were sick of it.

Custom Floor Covering, Inc, their owner, and their employees will deny all this and blame us for being too particular after they went out of their way to agree to what were just our unreasonable personal preferences, and they will deny what occurred was damage and improper installation whatsoever. That is what they stated at the trial and wrongly it was accepted. Sadly, justice is not always done at any trial, and there is always that risk when you go to trial, but we felt badly violated and assumed a reasonable approach, photos demonstrating the damage, would all logically be understood and make sense. It wasn’t, so I bring this up so that anyone considering flooring of any kind will not have to suffer the same experience we did. There are so many reputable companies out there who put the customer first and make their best effort to please you. Mistakes can happen, and we don’t expect perfection on the first attempt, but we do expect people to be responsible when they make a mistake and take the necessary steps to resolve it. We expect them to be honest, truthful, and not lie. This was everything but that, it can be much better, and I urge anyone to avoid Custom Floor Covering, Inc. and all the misery they caused us.

I have photos, videos, and abundant documentation to fully support everything I have said here, and I will be happy to share them with anyone to prevent experiencing this unpleasantness.

If I could rate a zero, I would. The first contact with Andy (owner/operator) in his store was great. But then something changed and the owner became a nightmare. He talks WAY too much and it's very difficult to get him to answer the specific question you ask. He never called us back when he said he would and we always had to be the ones to initiate a conversation. He was unbelievably slow with everything and took us calling multiple times and going back into the store again to get any movement. He finally came to our house to price it up and when he told us the price of the flooring, we were happy with it. A couple weeks later, the price was suddenly about $5,000 higher than the original price he gave us. When I pressed him on why, he gave many excuses like there were a couple more stairs he forgot to add in plus removing the floorboards etc, none of which would explain the $5k jump in price. I kept trying to get to the bottom of it with him on the phone when Andy suddenly yelled, take your business somewhere else, don't come back! and hung up the phone. Really unprofessional company! Luckily the owner was so slow with everything, that we didn't start the project with him and are now going with the much better/cheaper/more professional Flooring Express.

If you need new flooring you've got to go here. They have a large selection to look through. Doug and Andy will do everything they can to ensure customer service and satisfaction. I've been so impressed with the friendly and professional service. I had bids from all sorts of places, and as soon as Doug started to talk about carpet, I immediately knew this guy was well educated and passionate about flooring. He conveys his knowledge in a way that makes sense and helps the customer make choices that fit their needs and wants. I've learned that the flooring business is competitive, you can buy cheap from big box retailers who care little about you, you can buy expensive from places trying to run up their profits, or you can purchase smart and between the two from Doug and Andy and walk away feeling you did it right. You can't go wrong with these guys, and if a mistake happens, I bet they will go above and beyond to make it right.

Very knowledgeable with excellent options. They spent a lot of time with me and explained the entire process of replacing tile flooring.

These guys are super helpful and accommodating, great pricing too.

custom floors is a fantastic company with a lot choose from f you looking for a big selection and people who know what they're talking about this is the flooring company you're going to want to get all of your flooring from.

Family owned and very helpfulfor your flooring and remodeling needs.

Great service, very helpful!

Great place , with great knowledgeable people

Andy is great to work with.

Very knowledgeable.

Straightup folks!!