Westboro Flooring And D

Westboro Flooring may usually be a good choice, but during my small project I suffered from a bad sales experience, excessive repair service intervals, and a lack of expertise with the product supplied and installed by them.

BACKGROUND
I initially purchased and self-installed 260 sqft of Beaulieu Fresque luxury vinyl tiles in a mud room, several stairs, a small landing, and my kitchen. The tiles are 1 x 2 and are designed to click together, somewhat equivalent to tongue-and-groove flooring. Except for the kitchen, I installed the tiles over flat, existing flooring, and had no issue. In the kitchen, I removed the existing flooring and the 3/8 plywood, screwed the subfloor to the joists with 300 wood screws, then added ½ plywood with 500 flooring nails, and then installed the tiles. Within a few days, two tiles separated beside the stove, I believe due to minor unevenness in some areas of the plywood. Five times I removed tiles, sanded down high spots and filled in low spots on the plywood, swapped out problem tiles, and reinstalled everything. Unfortunately, the tiles continued to separate in the same spot, and also in additional spots the reliability of the connection between tiles seemed to degrade with each attempt.

BAD SALES EXPERIENCE
I told sales rep Amanda that I would remove the tiles in the kitchen and wanted Westboro Flooring to provide and install new tiles of the same make and style. I made it abundantly clear that I thought the floor needed to be leveled before the tiles were installed. I reiterated the same concern to the foreman Bruno when he came to measure the floor, and I showed him at least 5 or 6 spots where the tiles had separated. The quote from Amanda was competitive on the product, plus an $800 minimum installation fee which included skim coat.

At installation I was told floor levelling was not included in my contract, and would be $250 extra. I argued that the unlevel floor was not a surprise - I had been very clear with both Amanda and Bruno about the issue. To their credit, the company agreed to rescind the extra charge. The senior installer Giro spent about 90 minutes applying levelling compound on about 1/3 of the floor. The next day another installer spent about 2 hours installing the tiles (what Westboro Flooring had intended to perform for the $800 installation charge). During the installation two tiles separated beside the stove - the initial problem spot. The installer removed a few tiles, added some filler under the problem area, then reinstalled the tiles. By the next day the tiles beside the stove had separated again, and a couple days later two tiles near the sink had also separated.

EXCESSIVE REPAIR SERVICE INTERVALS
The first repair was two weeks after the repair request, and took 10 minutes. Giro used a rubber mallet to pound tiles together beside the stove and near the sink. Those repairs failed within a couple hours.

The second repair was 11 days after the repair request, and was a 30-minute visit by Bruno and Giro. Giro replaced one tile in front of the sink, applied glue to both spots, and pounded the tiles together. We put 50 lbs of weight on the tiles beside the stove, and left the weight there overnight, hoping that the glue would seal the tiles permanently. The repair beside the stove failed by the time the weight was removed.

The third repair was requested on September 4th, and 5 ½ weeks later, a visit date had yet to be offered. During that period, Bruno returned with the Beaulieu rep, who simply denied any fault with the tiles. A box of 10 new tiles was ordered to replace the problem tiles beside the stove, but there was still no recognition from Westboro Flooring that the problem may be due to unevenness under those tiles, and no commitment to investigate or remedy any unevenness. On October 12th, I advised that the continued delays and lack of prioritization was not acceptable. I picked up the box of tiles and will complete any further repairs on my own.

LACK OF EXPERTISE
Throughout the project, it was clear that Westboro Flooring had very little experience with this specific product. There was no awareness by the sales rep, the foreman, or the installers of the minimal tolerance to minor unevenness in the floor, and the installers had never experienced issues with tiles separating like they did on my floor multiple times and in multiple spots.

Completely disappointed in Westboro Flooring. Eight years ago I had a wonderful experience. Happy staff. Not just the sales floor.
Now there is no ownership for any step of the installation after the sale is made. Don’t get me wrong. The sales floor has wonderful happy people. The estimator Wayne is tops, too. Fast, accurate. Sales knows their product. Wayne knows his business, too. They are the only two attributes now because they know what customer service is.
After a deposit is made it goes downhill from there. Grumpy installation foreman Brian. Grumpy booking department. Wasn’t that way before when the flamboyant cheery Cheryl was in charge. Get her back or get your company back to the standards you had then. No repeat business from me. You get a 5 for the sales experience and a -5 for the rest of the experience.

With their help in store, whcih was excellent, we selected out wood floor and tiles, and the result is phenomenal.
It's definitely on the high end of price, but the crew they had for the flooring was otherwordly fast and superb. Their tile specialist is a master. I could not have expected a better and more beautiful looking tile floor, especially the way he made it blend to the hardwood floor.

I needed hardwood installed in the hall and two bedrooms in my townhouse and cork click floor in my small kitchen. The company was very professional, the workers were tidy and the work done to a high standard. Dont recommend the cork though as i have had problems with it and warranty from the manufacturer was not good.

Westboro installed the carpet in our custom built home and we have 1 defective piece of carpet in 1 room and all seams are visible in all rooms and hallways. We have asked them to replace the carpet and they have refused us. They have deemed the seams "acceptable" and I still have no response about the defective piece after 8 months!

We first hired Westboro Flooring to remove the carpet from our Master Bedroom and install Brazilian Cherry. The installers were polite, professional and did a superb job. Their finish work was perfect, especially the transitions. We were so impressed that we went back to order cellular blinds and California Shutters, which again were very professionally installed. We were so happy with this work that when we decided to sell the house we again hired Westboro Flooring to install new underlay and carpet on the stairs. I would recommend them to everyone. Their prices are reasonable, their installation is impeccable and their professionalism is without equal.

Decided on Westboro because of reputation. Price was higher than other companies we've used in the past, but I wanted a top-quality job that would last for the life of the house. I was extremely dissatisifed with the install. The nosing for stairs was too small and didn't fully cover the plywood, the walls were all badly scuffed and had to be repainted, and I was scraping up remnants of glue or sealant that had dripped onto the floor. The company has been cooperative and agreed to fix the nosing, but again ordered the wrong size.

It was time to change our 25 year old main floor tiling. It was a big job (approximately 400 sq. ft). The tile selection at Westboro was large and the sales staff were helpful. The installer they provided was the best! He ensured that the hall floor would be level with all the entry points to the various rooms branching out (4) as well as a curved staircase. The removal was done in an efficient manner, with minimal dust (plastic was everywhere). The installation took a few days but the crew worked diligently every day - no jumping to different job sites. Would hire them again for sure.

Overall we are satified with our new floor. There are a few chips and scratches though that we were not happy to find. They have come in since to look at them although the trouble to fix the issues would be more work than we'd like to go through. They have been thorough with their work and help.

They were able to tile over top of our existing tile and butt up to the surrounding wood floor perfectly. The tile was of excellent quality and the workmen were polite, skilled and cleaned up after. The backsplash was also well suited to the style of the kitchen and installed around all the unevenly placed wall plugs and window framing.