New Floors Usa

Poor service all around. They damaged the main water line going into our home.

I was very specific about needing my floors level and ADA compliant. The sales people lie, they will tell you anything you want to hear to confirm the sale.
The customer service people will make up charges and use your credit card without notice/confirmation/consent.

The person New Floors USA sent to install our floors and level out the subfloor doesn't have experience in flooring to match the cost of this service.

The sub floor was NOT leveled in high traffic areas. The installer decided on their own it would be too expensive to level due to the surface area without consulting us. Never mind we insisted to have the floor all one level each hour the installer was in our home. So now we have major dips and feel the flex underfoot when you walk around in the exact areas I pointed out to the installer to level. In addition, the baseboards were torn out in an aggressive manner, tearing our walls and breaking the boards. These broken boards were then reinstalled on our walls and customer service claims they were broken before the installer removed them.

On top of all this, the main water pipe was damaged during the tear out and reinstallation of the baseboards, which required new piping to be installed. This added to the headache and nightmare we experienced with New Floors USA.

If you want to be taken for a ride and lose tens of thousands of dollars on poor work by unprofessionals then call up New Floors USA. They'll be happy to steal your money and blame you for their incompetence.

Not recommended.

We were convinced by their excellent salesman and all of the warranties/guarantees to go with this higher priced company. He told us our subfloor would be leveled, our baseboards would be carefully removed and replaced, the installer would keep us updated with any necessary details, and it would take 2 or 3 days. We confirmed the timeline a couple times because our moving day was the following day. (Looking back, I wish we had dealt with the headache of changing our moving date to let them take an extra day or two to install more carefully, even though the production manager insisted it would be done in 3 days max.)

The installer, who was unprofessional and uncommunicative, worked for under an hour on the first day, and an hour or two on the second. On the third day two installers rushed like crazy for almost 14 hours, leaving dried puddles of glue, cracked and chipped baseboards (both newly purchased and our existing baseboards), messy and incomplete caulking, and careless placement of the repeating pattern of the vinyl planks. The pattern placement makes it obvious it’s synthetic flooring, with the exact same marks right next to each other in several areas (see picture). It just looks cheaper, even though the flooring product itself is good quality and definitely has enough variation in the planks to prevent this.

After a few phone calls we got someone to come back and fix the caulking, fill in a couple chips and gaps, and remove the glue. We specifically requested and were promised someone other than the original installer would come by, but that’s who they sent ?‍♀️ Nobody called to check how the follow up visit went.

The most frustrating thing: the sub floor was NOT leveled, not even in high traffic areas. Apparently the installer decided it would be too expensive to level our floors. He came to this conclusion without consulting us at all (we found out when he came to fix the caulking, etc). I’d have loved to level a couple areas, or figure out some alternative solution (maybe another layer of underlayment? I don’t know, I’m no flooring expert, which is why we hired this company). So now we have dips all over our living room, dining room, and kitchen that you feel flex underfoot when you walk around.

This was a frustrating experience and we feel taken advantage of.