Wow, how can I explain what a horrible experience I have had with Chris, Aro, and Andrew at Lumber Liquidators, as well as the installers they contract out to Andre and Paul. First, Chris promised me that the flooring would take 7-10 days to arrive at the Mukilteo store and once it arrived I could get the installation scheduled. He failed to mention that it took 2 more weeks after that just to get the transition pieces. That was only a small part of the dishonesty and misinformation. I am a realtor and have contractors I work with that could have done the installation cheaply for me, but I wanted a full warranty on the product and I was anxious to get the job done quickly, so I decided to have Lumber Liquidators do the installation. Had I realized Lumber Liquidators was going to take so long I would have waited for my contractor's schedule to open up. Andre the Installer comes out to do an estimate, take measurements, and writes up a 3 page list of all of the products I am going to need. The total is over $6,000. This is for a 650 sq ft condo with vinyl plank at $1.99 per sq ft. Andre assures me that I may not need to pay for self-leveling, but he won't know until he rips the carpet up. So, he estimates the max amount of materials and labor needed for the self-leveling based on the square footage and his vast experience and says I will be refunded at the end if self-leveling is not needed. I confirmed this with Andrew, Chris, and Aro both in person and over the phone. So, I take off work, to go in a sign the final paperwork and pay over $6,000 for everything, thinking that most likely, I will be getting a refund. My neighbor just had her floors done and she did not need self-leveling. Another neighbor did his floors and only needed 5 bags. I had already paid for 10, so still, I think I'm getting a refund at the end of all of this. After waiting a month for the installation appointment, they showed up today and ripped out all of my carpet. They said I would need self-leveling after all. Fine, I was prepared for this. Then I get a call from Andrew tonight asking for a payment of over $2,000 for more self-leveling material and labor costs? What??? I already thought I was being ripped off ($400 charge for moving 3 pieces of furniture for example,). Now I get a phone call saying that the installation cannot be done without paying 1/3 more than what I thought was my FINAL bill that I already paid. I told Andrew I do not have $2,000 more for this project, as I had already paid, and not once was warned that there could possibly be more charges after already paying and finalizing everything. Chris assured me that the Installers don't get paid until I sign off on the job to my satisfaction. It is unbelieveable to me that Lumber Liquidators not once warns customers verbally or in writing that the bill that they are paying before installation can be scheduled may not be final at all. When Andrew called me today to ask for the (over) $2000 payment for unanticipated labor and materials, I asked him if this had ever happened to him before. He said no, not in the year he had worked there. I asked him if he warned customers that they might need to put aside 1/3 or more of the final invoice for surprises. He said he warned his customers about this. Not once in my several conversations did anyone mention this. They assured me they overestimated product and labor, so that if anything, customers end up getting a refund. So now, I am sitting here on a concrete floor with $3k worth of material sitting in my living room that I have already paid to install in full. But since I don't have another $2k, their "hands are tied" and I now have to return everything and they're going to charge me for labor and delivery. Do the people who work there just assume most people have thousands sitting aside for instances like this? Please please please do not use Lumber Liquidators for installation. Floor installers who mis-estimate by over $2k are just plain incompetent or, possibly, ripping you off.
All USA
Wow, how can I explain what a horrible experience I have had with Chris, Aro, and Andrew at Lumber Liquidators, as well as the installers they contract out to Andre and Paul. First, Chris promised me that the flooring would take 7-10 days to arrive at the Mukilteo store and once it arrived I could get the installation scheduled. He failed to mention that it took 2 more weeks after that just to get the transition pieces. That was only a small part of the dishonesty and misinformation. I am a realtor and have contractors I work with that could have done the installation cheaply for me, but I wanted a full warranty on the product and I was anxious to get the job done quickly, so I decided to have Lumber Liquidators do the installation. Had I realized Lumber Liquidators was going to take so long I would have waited for my contractor's schedule to open up. Andre the Installer comes out to do an estimate, take measurements, and writes up a 3 page list of all of the products I am going to need. The total is over $6,000. This is for a 650 sq ft condo with vinyl plank at $1.99 per sq ft. Andre assures me that I may not need to pay for self-leveling, but he won't know until he rips the carpet up. So, he estimates the max amount of materials and labor needed for the self-leveling based on the square footage and his vast experience and says I will be refunded at the end if self-leveling is not needed. I confirmed this with Andrew, Chris, and Aro both in person and over the phone. So, I take off work, to go in a sign the final paperwork and pay over $6,000 for everything, thinking that most likely, I will be getting a refund. My neighbor just had her floors done and she did not need self-leveling. Another neighbor did his floors and only needed 5 bags. I had already paid for 10, so still, I think I'm getting a refund at the end of all of this. After waiting a month for the installation appointment, they showed up today and ripped out all of my carpet. They said I would need self-leveling after all. Fine, I was prepared for this. Then I get a call from Andrew tonight asking for a payment of over $2,000 for more self-leveling material and labor costs? What??? I already thought I was being ripped off ($400 charge for moving 3 pieces of furniture for example,). Now I get a phone call saying that the installation cannot be done without paying 1/3 more than what I thought was my FINAL bill that I already paid. I told Andrew I do not have $2,000 more for this project, as I had already paid, and not once was warned that there could possibly be more charges after already paying and finalizing everything. Chris assured me that the Installers don't get paid until I sign off on the job to my satisfaction. It is unbelieveable to me that Lumber Liquidators not once warns customers verbally or in writing that the bill that they are paying before installation can be scheduled may not be final at all. When Andrew called me today to ask for the (over) $2000 payment for unanticipated labor and materials, I asked him if this had ever happened to him before. He said no, not in the year he had worked there. I asked him if he warned customers that they might need to put aside 1/3 or more of the final invoice for surprises. He said he warned his customers about this. Not once in my several conversations did anyone mention this. They assured me they overestimated product and labor, so that if anything, customers end up getting a refund. So now, I am sitting here on a concrete floor with $3k worth of material sitting in my living room that I have already paid to install in full. But since I don't have another $2k, their "hands are tied" and I now have to return everything and they're going to charge me for labor and delivery. Do the people who work there just assume most people have thousands sitting aside for instances like this? Please please please do not use Lumber Liquidators for installation. Floor installers who mis-estimate by over $2k are just plain incompetent or, possibly, ripping you off.