Flooring America

Flooring America is great. We used them for flooring in the kitchen, bathroom and rec room areas. Worked with Stacey Peters to get the correct flooring materials. Then 2 installers came. We had no issues with them they answered all our questions and cleaned up after they installed the flooring. When we saw something that we were not comfortable with, they came back and made whatever corrections needed. Best flooring organization that I have used in the 30 years that we have been in Burke. Communication before, during and after was great. We are really happy. Flooring America is located in Fairfax city on route 236.

My husband and I visited this showroom 2 weeks ago and purchased hardwood. Kelley helped us and was fabulous. The showroom is beautiful with a huge selection. We found them to be reasonably priced as well (we got a few other quotes). They communicated by email when my wood was ordered, when it arrived and our install was scheduled within a day of my wood arriving. The installers were neat and efficient. They even put furniture pads under my chairs. Highly recommend to anyone in the area. Will return when I need carpet upstairs.

We had our foyer hardwood replaced as well as going up the stairs. Kelley worked with me in the show room on design and price. She helped me get the best product for my family and pets. The crew was awesome and worked with my schedule. Even showed my kids what they were doing the whole time. I would and will be using them for future projects in my home

I purchased Karastan carpet for my basement recreation room and luxury vinyl tile for a 3 foot area in front of a walk up wet bar that I had installed. The customer service I received was outstanding. Michael helped me with the carpet and padding selection and was very patient with me as I made my decision. Once installed, the carpet feels so soft and silky to my bare feet! Stacey helped me with the selection of luxury vinyl tile to go in front of my wet bar. She spent a lot of time with me offering advice in coordinating the tile selection with my carpet, cabinetry and counter top. She even came to my house and brought samples so that I could see them in my wet bar area. She was very friendly and kind to my dog, Rocky, who was very curious about the whole process! She was absolutely wonderful and made the whole process enjoyable and stress free. Sherry coordinated the scheduling of the carpet and tile installation and was extremely patient and professional. She did an excellent job communicating with me throughout the process. The installation of both the carpet and tile was done in a very timely and professional manner. The installation of the carpet involved moving some very heavy pieces of furniture which was accomplished without complaint and with much patience. I highly recommend Flooring America and would buy from them again without hesitation.

Just okay. Installation wasn't great. Uneven spacing between tiles. I would have complained if it hadn't just been in my laundry room. I won't use them in the future when I remodel my main bathroom. The installer was polite and friendly, I suspect he hadn't been properly trained.

Project: Hardwood tear out, installation of hardwood; including the stairs. Approximately 1,000 sqft. Worst experience with a business in 45 years. Proceed with caution and take the lessons learned from others. FA displayed a lack of professionalism, quality, service, accountability and OWNERSHIP. FA used a subcontractor for our job which isn’t normally a problem; however FA continued to speak about the sub like they had nothing to do with FA. FA needs to recognize that we hired FA and not their Sub or the manufacturer of the wood. Two failed installations and a plethora of issues/excuses that are not expected of a Professional Flooring Company. 1st installation: My wife and I performed a walkthrough and found small indentations and frayed/splintered ends on the square ends throughout the house (60% of job). We called FA and requested they return to inspect and FA blamed their contractors for a poor installation (not my fault approach). Another batch of wood was ordered and delivered about a month later. The second attempt, FA inspected the wood as they pulled it out of the boxes and determined, after about 10 boxes and 10% of the floor installed, the wood had the same imperfections as the first job. FA stopped the job and stated they had to file claims with the manufacturer because this is a Manufacturer issue (again it’s someone else’s fault). FA stated the issue with the first installation must have been a manufacturer defect as well. Both my wife and I, along with the manufacturer stated that FA should have noticed the defects on the first job which would have avoided the delivery of a second defective batch of material. FA stated they had no way of knowing it was a material issue because the defects were consistent with craftsmanship and they (Operations Mgr) did not install the floor themselves (not my fault approach). IF, FA inspected the wood during the 1st installation then then they would have noticed that over 60% of the wood was defective the first time (standard protocol)!! The project was scheduled for 3 days and it took about 2-3 months. After the 2nd installation, they left our house with about 10% of the floor installed, staples in the plywood, no closet doors, dishwasher hanging over, sink hanging from the wall and nothing to bridge the gap between the stairs and 2 inch drop off. When we complained they came back out to address these issues (not to mention we have two small children and all of this happened during Thanksgiving and Christmas). At this time, they removed the remaining flooring and damaged a water pipe in our basement. We terminated our contract with FA at this point. The OWNER of the company only contacted us at the very end during the refund process. The refund check was two weeks past the date they stated it would be mailed. Again, we had to be proactive and follow up because they are in a constant “reactive mode”. We wanted them to overnight the check and the owner stated he was not going to overnight it because “he didn’t have to”. Great input and interaction from the owner!! Absentee owner equals excuses, lack of accountability, no quality control and failed projects. If you want excuses and a reactive company that you will have to provide direction to throughout the process then you are making the right choice based on our experience. The company we hired to finish the job was incredible. They informed us that our floors were not level by about an inch in two different areas of the house and they proceeded to level the floors. They installed the exact same flooring without any issues. They covered everything in plastic and walked through the basement to check what type of ceiling we had and asked if there was any plumbing or electrical under the subfloor (none of this was done by FA). I assure you that what you read above doesn’t even begin to describe the real problems with FA and our project.

Time passed, we purchased over $6000 worth of carpet and laminate. The Laminate people did very poor quality work,( example 1 ' rise between rooms with right angle molding) none between the laminate and carpet without calling a second time, which was corrected by the "A-team" when I complained about the toe stumper. The written promise of a free steam cleaning after one year from Stanley Steemer (it's been 14 months) and left me with 2 full boxes of laminate @$280. which was not returnable after discussion @ the store. The "expert" estimator obviously was only selling product. Cutting the wood door bucks to install laminate as much as 3/4" high leaving gaps at all doors. Finally, charging an extra $150. to come back out and correct & cut the tile foyer to match to the laminate floor better when the estimator promised a smooth transition at all points. The carpet installers did a very good job though.

Buyer beware! Flooring America takes no responsibility for anything - including its own incompetence - and leaves its customers to bear the costs. While the initial buying experience was positive, we found the rest of our dealings with Flooring America Fairfax unsatisfactory. When we raised the issues we encountered and requested compensation for some portion of the additional out-of-pocket expenses we incurred, Britton Smith, General Manager/Senior Project Manager, cited a portion of the contract we signed as absolving FA of all responsibility. When we pointed out that the section he quoted did not actually address the issues in our situation, we received this terse response: "I am sorry but my original position remains unchanged. Sorry we could not come to a resolution." Unfortunately, this response was par for the course, given the poor quality service provided by FA - including delivery of the wrong flooring, service teams failing to show-up for appointments, phone messages going unanswered, and the poor quality of the installation of both carpeting and hardwood. There are many other choices for flooring in Northern Virginia. Do yourself a favor and take your business elsewhere.