Award Flooring

Horrible customer service. Do not recommend. I had flooring installed in a new house build with these guys back in 2020. The flooring they installed upstairs on the main floor cracked and creaked like you were walking on bubble paper. After a painful 6 to 7 months of trying to get them to take responsibility they finally replaced the flooring and its been good ever since. I also had them install flooring in the downstairs rental of the same house. This flooring eventually started showing sighs of fading in certain areas and it was pretty clear based on how it was fading, that the product they installed was defective. Pat came in to look at it, pretty promptly I may add, to investigate, and he's been giving me the run around since February 2024. Excuse after excuse and unanswered emails. The issue is still not rectified. Bottom lime; I'd recommend you stay away. If you have issues with their product/install, it will be nothing but a headache for you.

Summary: Salesperson (Pat): lacks communication with customer and installer which makes the whole process very frustrating. I also have a feeling of being taken advantage of for the subfloor in the explanation below. Prices: The price for the flooring was reasonable considering the quality but any extras come at an outrageous mark up/ labour rate. Timeliness: Tear up and install was done rather quickly. However not much care taken to avoid damage to walls, trims and cabinets. Repairs and other small tasks yet to be completed (nearly 2.5 months from start date) We ordered the flooring from this company around Oct 31st with an estimated start date to remove existing flooring two weeks later. December 4th they started removing the hardwood and ceramic flooring, damaging walls, door trims and kitchen cabinets in the process. The damage was brought up to the salesperson when I got home from work on their first day and I was told not to worry it would be fixed. At this time it was also mentioned to me that because the flooring wasn't as thick as my original that an additional subfloor would have to be installed to avoid a noticeable gap in the existing door boxes. The salesperson had come by weeks early to measure up and knew of the difference in thickness but said it would be minimal so it seemed like it wouldn’t be an issue. The quoted price of the additional subfloor installation was nothing short of price gouging ($2.00 per square foot for labour and I had to pick up the plywood myself). After some negotiations and having no other options due to our flooring being already tore up and time constraints we came to an agreement on a price of $1.50 per square foot to install the additional subfloor (which took them only a few hours to install so it ended up being an hourly rate of over $150 per hour but would have been over $200 per hour without negotiation!) The install from then on went smoothly, the contracted crew were very friendly. Back to the damages, the installer did plaster over the damages to the wall but the wall has yet to be painted and the cabinets are still damaged along the bottom from the tear up. A fix has been agreed upon between myself and the salesperson but he is very difficult to reach by phone, he doesn’t returned messages left with other staff and forget about an email response. Since the install the flooring has separated in a couple of locations which the installer has come back to fix. I had mentioned about the agreed upon cabinet repair and he wasn’t aware of it. After numerous attempts I reached the salesperson by phone, on February 8th, to discuss the repairs and the response I received was along the lines of “well he was there to fix the flooring installation issue you should have told him what to do when he was there.” This is where the lack of communication comes into play, I’ve sent the salesperson any issues as they’ve come up thinking he’d pass that along to their contractor they have hired to do the work. It would appear that they expect the customer to be the project manager, to be home and looking over the installers shoulder along the way and to tell their contractor what to do as “its his problem to fix because he caused the damages.” The phone call on February 8th ended with “I’ll talk to the installer and call you back tomorrow,”which never happened. Unfortunately authorization for final payment was made thinking they’re a legit business and would complete the agreed upon work, however as of today, February 11th, the job is still not complete. Wouldn’t deal with again! Scroll down through the reviews to see that the salesperson Pat that I was dealing with left the company a 5 star review.

Knowledge about their products but custom service was terrible. We waited 6 months for our order. There was no communication around the status of our order despite calling and being told we’d get updates. Comments by staff were rude while dealing with this issue. Reluctantly they did give us a discount but not without a lot of grief. It wasn’t worth the hassle and I wouldn’t go there again.