Osgood Flooring

We had Osgoods install hardwood, tile and a carpet runner on our stairs. We really liked the hardwood installer (Scott); he did a good job on the floors themselves, but the baseboard in our kitchen was not installed well and some pieces were forgotten altogether. We had no issues with the tile or carpet install.
The poor rating I have given this company is due to the lack of customer service provided after the bill was paid for.
The job was initially booked through Rick, so after we noticed the areas that needed to be done/re-done, we called him to let him know. After he saw the pictures we took and sent to him, he agreed to send Scott back to complete the job. Scott did not show up on the date/time we were promised, and we never heard from him again. We called Rick to let him know, but he didn't have an answer or an explanation, only apologized and said that he couldn't get hold of him either. Rick said he'd call us back, but never did. He also was not able to provide a follow up date on when we should expect the job to be completed in any of the several calls we made to him. Every time we called, we were told that the guys were on other jobs, and that they'd call us back to give us 1 day notice on when they could fit us in. We said that we needed to have someone here to let them in, and would appreciate a firm date so we could make arrangements, but were told that the best they could do for us was 1 day notice. This was not the response we were looking for after spending $13,000 for flooring.
Weeks had gone by and during that time, a tile was chipped and needed to be replaced. We decided to call Rick again to follow up. We made several calls over the next 7 weeks, but never seemed to get anywhere.
Rick is a nice guy, but doesn't seem to take ownership of the service his business provides or the people who work for him; extremely frustrating from a customers perspective. 2 Months had gone by and we finally got a call, telling us that they could fit us in the next morning. I decided to take a day off from work to let them in (as it was on a Friday), worried that if I passed up this opportunity, it might never happen again. The installers came, replaced the tile, fixed the baseboard and trim, which took them an hour. At the end of the job, the installer asked me to pay them $200 cash, explaining that they were separate from Osgood. Rick never mentioned anything like this in the several conversations I had with him and now the installer was upset with me. I cut them a cheque, despite the fact that I think that $200 for an hour is ridiculous. In the end, we were just relieved that the job was finally completed, and we didn't have to deal with them any longer. The work they did was good, but I would never use this company again because the management is terrible to deal with. It really does seem as though they couldn't care less about you once you've paid the bill.