Urban Customs

It pains me to leave a less than stellar review, but unfortunately the work performed by Heath @ Urban Customs will require us hire another company to finish the job he finished. We hired Urban Customs to resurface and patch our existing bamboo floors, but in the end the result of their work was subpar. After they completed their work we were left with the following issues:

- a floor with gaps between the planks
- floating planks that are noisy. In spots you an actually watch the plank move/ give way with any amount of pressure. This movement has caused further damage to adjacent planks, causing those to split and crack. *Our floors were not creaky prior to this project*
- tubes of filler (that were mismatched to our flooring) and we didn't know how to use. We were told we could use it to fill any major gaps.

These issues and others were brought up multiple times to both Heath and Rachel. Instead of addressing and fixing the issues we were met with a list of reasons and excuses as to why they would not or could not fix and finish our floors. We were also told how their work and the end result was completely acceptable.

As small business owners we wanted to support a fellow small business, but when it comes to flooring I would not recommend this company to anyone. They lack attention to detail and leave projects unfinished.

The workmanship is high-quality. They delivered on what they said they were going to do. Heath, is extremely easy to work with and came up with some great ideas. They also did a remodel on another home. Kitchen, bathroom and family room and it was a phenomenal job. I would definitely recommend and use them again.

We had a great experience working with Urban Customs. Heath and Rachel were very responsive and worked with us on the detailing of our stairs to make sure we had a desirable and cost-effective finished product. Heath was very easy to work with and efficient with the install. He left the house in a clean and livable condition at the end of each day. We are very happy with the process and final product.

We had a very pleasant experience working with Heath and Rachel. We ran into problems with the floor vendor early on, but Heath took charge and dealt with the company while also facilitating an order from a new company. We also discovered asbestos in two of the bedrooms. Heath worked with a company to come out quickly and cost effectively to remove it. Despite the installation process taking longer than expected due to outside factors, Urban Customs was reliable and we couldn't be happier with the look and layout of our new floors.

We used urban customs for tile flooring installation 4 years ago in two of our spare bedrooms and contacted them again when we had a water leak and had to get the rest of the flooring in our house replaced. Rachel was a pleasure to work with and remembered us and what our tile looked like from 2018! She also gave us some great advice regarding our kitchen remodel as well. Would highly recommend this company, our flooring looks amazing!

Urban Customs was top notch. Very easy to deal with and excellent support for the cabinet installation.

Urban Customs is a great company. They are quick to respond to set an appt with samples in hand. In my case, they were flexible doing their job around another remodel project going on simultaneously. They cleaned up and vacuumed, leaving everything perfect. Thank you!

Reading other recent reviews of Heath and Rachel at Urban Customs not finishing jobs, and coming up with strange excuses not to finish a job is very familiar as this is exactly what happened to me. Please read below and BE VERY CAREFUL IF YOU DECIDE TO WORK WITH THIS DISHONEST COMPANY. Also see my note at the bottom regarding fraudulent advertising and the BBB...

I spent a great deal of time researching local flooring contractors who specialize in refinishing hardwood floors. After both Rachel and Heath visited my project site, they were confident that they could both improve the existing engineered hardwood and match new planks to the old floor if I was able to find the same material. I searched everywhere and was able to purchase just what we needed. Additionally, Heath was very insistent that I complete all other work in the house before he returned to install the new flooring and refinish the existing floors.

My other contractors and painters took great care to protect the floors while they worked, and after finishing their work as planned, the existing floors looked nearly identical to when we began. When Heath returned on the day we scheduled to begin the work, he suddenly decided that he no longer wanted to do the job. Furthermore, he said the whole plan was a terrible idea, and the only option he would recommend was to tear out all floors and put in vinyl plank. If I was going to pursue this option, I would have been able to choose from hundreds of local companies who only do new vinyl plank installs, and would not have waited till the end of my project to have Urban Customs perform the refinishing they agreed to.

While I spent a couple days trying to decide what new course of action to take, and get additional flooring installation bids (now that my plans were completely up in the air), Heath spent about 15 minutes in the home spraying one room to prepare for flooring and removed a couple pieces of old flooring.

I ultimately decided to discontinue with Urban Customs and I let Heath know the same, as he had changed his mind by the time it was his turn to work on the refinishing job we discussed and agreed to months ago (and I had already paid my deposit for the same). What happened next was ABSOLUTELY SHOCKING... when Heath responded that night, he decided that I owed him $529.84 for the 15 minutes he spent preparing to install floors!!! No floors were actually installed, and the INSANE cost to spray for a couple minutes and remove a couple pieces of old floor were NEVER discussed with me, and if they were, I would have definitely found another company to complete this work! That comes out to nearly $2000/hr in labor!!! This money has been unfairly deducted from my deposit, and I have absolutely no recourse as this fraudulent and greedy local company has completely screwed me and essentially derailed my remodeling plans.

Note: While going back and reviewing other reviews and supposed credentials/accreditations of Urban Customs, I noticed that quite a bit of their websites and even their original estimate and contract (which they decided to back out of) list them as a Better Business Bureau (BBB) Accredited Business. If you take a quick trip over to the BBB website, you will see quite clearly: Urban Customs, Flooring Contractors -- NOT BBB ACCREDITED.

BEWARE IF YOU WORK WITH THEM GIVEN THESE DISHONEST BUSINESS PRACTICES AND ADVERTISING.

A very shocking update to my prior post.... I discovered just hours ago that Urban Customs has decided to STEAL my original deposit of several thousand dollars. Yes... STEAL. Keep in mind, no actual flooring was installed as detailed in my main review, due to Heath changing his mind about refinishing my hardwood floors spontaneously. Apparently he does not want other customers to read my in-depth review of what happened, and Heath is holding my deposit money for RANSOM (which he previously promised to return). He has stated that he will only return it if I take down the truthful, albeit quite negative, reviews I have posted AND sign some mystery document, which is very very suspicious and shady.

While I am not in a position to lose thousands of dollars, it is more important to make this valuable information available to others in the greater Phoenix area so they can avoid having to deal with this absolutely criminal behavior that Heath and Rachel at Urban Customs engage in. I want everyone to be aware that this is the type of business they run, and any cent you may decide to pay them, you may never see again, nor will you necessarily get the services you think you are paying for.

I will be taking them to small claims court following this unbelievable experience, as well as other protective measures to ensure they cannot continue to cheat, threaten, and rip off others.

Rachel is very down to Earth, honest and professional. Communication was excellent. I had Urban Customs install flooring I'd already purchased. I would have to say the installers on my job were experienced, detail oriented perfectionists. Their work is exceptional. Thank you Alex!

Purchased our engineered hardwood flooring from a local retailer and received a quote from their referred installer. I also did my research on a few other installers and came across Rachel at Urban Flooring and I am glad I did. Rachel was not only timely in her response to my inquiry, but she also provided me a quote that was significantly lower than the referred installer and her crew did an excellent job on installing the flooring. I highly recommend Rachel and Urban Flooring for all your flooring needs.

Heath was great! He knows what he’s doing and is really easy to work with. Highly recommend!

From start to finish, the install team was professional, courteous, and efficient, and I could not be happier with the end result.

Rachel and Heath were amazing to work with. From the initial call to the final completion of my beautiful floor, they were so helpful and professional. Rachel searched for the exact flooring that I wanted even though they didn't carry it and Heath installed it flawlessly! They are both great to work with and very friendly and kind. I highly recommend working with Urban Customs!

Rachel was terrific to work with. She understood what I needed and provided the best plan for cabinets. In addition, she looked for sales in Waypoint cabinets and passed on the savings to us. Then when she had the old cabinets removed, she donated them to a charity and gave us the receipt for our taxes. Few contractors do these services. She and Heath also stand by their product and do small tweaking (no large issues).

I would highly recommend this floor installation company to anyone who is looking for high-quality flooring installation services.

Their work is fantastic and their business ethics are impeccable! We LOVE our new flooring: both the bamboo wood flooring in most of the house and the carpet in the bedrooms. They'll be doing our kitchen remodel next. Great people to work with, can't say enough wonderful things about them!

Heath just completed a 3 step process to refinish my hardwood floors that were discolored by the sun. 14 years of sun damage completely gone. The floor looks brand new. It is obvious that Heath takes tremendously pride in his work and pleasing the customer. Thanks again for a job that exceeded my expectations.

Heath and Rachel are amazing. Honest, on time, excellent choices in flooring. Fair pricing.and very trust worthy. I highly recommend this company. Thank you for your hard work, and friendly approach to everything.