Arbor Floors

Would have given this more stars as we got multiple bids and this one was the best by $ 100-​$ 200 and Ibrahim was decent, the installers were good. However, Arbor had a miscommunication (or no communication?) with the ‘warehouse’ or distributor of wherever they were getting our flooring from (we had the sales appointment 3 weeks prior to the install appointment so plenty of time to order and make sure you receive the materials to do the job). On the day of the install, they called at the time they were supposed to be there to let us know they did not actually get in the materials and that it «hopefully» would be coming on a truck the following day. I was very upset as my husband had already arranged to be off work at the arranged time for the installation (can’t leave the install people at the house alone with dogs as they installers are going in and out of the front door). I ended up having to take another day off of work because the job got pushed forward a day. If we had known that the materials weren’t going to come in on time we might have even gone back in to choose different tile that we could be guaranteed would be available on the agreed install date. Stuff happens though — when i called Arbor floors and let them know about my frustration, Gwen was rudely apologetic and after expressing my frustration basically told me i could get a refund less 35% restocking fee (haha! at this point we had paid %50 of the job up front) and take my business elsewhere. She eventually let me talk to her «boss» (which might be Ibrahim for all i know, they sound the same) and he was a lot nicer. They both acted like giving me $ 75 off the job was doing me this huge favor (the job was $ 3500 in total, and btw I missed work for an extra unplanned day — more than the 2 my husband had already arranged to take off, and i missed out on more than $ 75 in wages, just saying. And how as a business do I hire you, have a contract with YOU (not the distributor of the tile and not the installers) have something get messed up in YOUR processes (or with parts of your business you contract out such as the materials and installation) and instead of holding yourself accountable as the face of the whole operation you try to make it my problem?) And act like i was expecting too much. Overall, The floors look good, the installers were professional and efficient once they were there and started the job.

Well as I said. I already paid in full so there is nothing that can be done at this point other than sharing my experience so that others are informed before they hire the company and know what to check for before the floor is completely finished. I don’t want to rip my entire floor up and start from scratch but every time I have a chair leg get stuck in the side of the tile piece, I am reminded of the issue so I decided to share. As far as customer service, what happened to following up with the customer? Once they had my money, never heard from Arbor Floors again.