Cochrane Floors & More Inc

We purchased a new condo and went to Cochrane Floors and More to get there professional help in choosing a floor suitable for a condo. Clint went over some of the floors and highly recommended the high end vinyl planking. It was the more expensive of the vinyl planking options.

We got a price and had them start the job. After laying the floor we had to call them back as some of the vinyl planking had spaces on the sides which we could see. Their solution was a filler in the cracks. A couple of weeks later had a few places that had started squeaking and had to have them back again to fix some significant squeaking in the floor by the master bathroom. We also had noticed some of the vinyl planking was starting to lift at the ends where joined (in some places it was significant). We ended up selling the place a couple of months ago and recently had the new owner call us saying that he was also experiencing the lifting of the vinyl planking and wanted to know where we got it.

My point is we had Clint come in take a look at the place, give us his recommendation, and after they pulled the carpet and tile Clint recommended that we put sub-flooring down because some issues with the original floor underneath. We did not question their recommendations or install method even though now I have talked to a couple of other companies who state that lifting of vinyl planking is a common issue and that is is recommended to glue down the entire area to avoid these issues. (Wish Cochrane Floors and More would have known this and recommended the gluing method)

Moving forward; In our the house we moved in after the condo we decided to then use Cochrane Floors and More again (our bad) to put a vinyl roll floor in the basement over a concrete floor. After that install was complete I noticed right away a couple of significant spots that had not been leveled prior to laying flooring (photos included). I sent photos to Clint but got no response.

After a couple of days we noticed that normal day to day activity was leaving marks in this floor. We also had a mark on the floor from a drawer being dropped (our issue). I decided to send an email asking what their recommendations were for getting some of the marks out. I didn't blame them, and only wanted information in regards to if there was any product that they would recommend to cover or try to remove the marks. I received an email from Jackie stating that I chose the cheaper vinyl roll flooring and if I had issues with the floor I could call Armstrong. She also included 3 documents of how to take care of your flooring and Armstrong's contact information. I must say the email, in my opinion was very condescending and not very customer friendly so I decided to reply back to Jackie stating that her email was offensive, and as a customer that had recently had Cochrane Floors and More do 2 jobs this was not how I wanted to be treated, and that I found her email condescending and not at all helpful. Jackie replied back with "Sorry that you feel my email was condescending", and she then said she would check to see if there was a product that could help.

Because of my email to Jackie they did send out someone to look at the vinyl roll floor. When this person came out, he called Clint from the site and I asked to speak to him. I asked Clint if he had not received the photos I sent a week ago, in which he stated he was having some kind of phone issues and did not receive them(yeh, right). I re-sent while he was on phone and asked him to confirm he had received them this time, which he did. He said he would get back to me, that was over 3 months ago and still have never heard back from him in regards to the installation issue.

I have included 2 photos of the vinyl flooring showing 2 indents where the floor was not leveled under the flooring.

The reason I even wrote this review is I felt that Cochrane Floors and More was quick to communicate in regards to pricing and doing the work within a very reasonable time. The staff at the store are very friendly and the reason for at least the 1 star rating (we dealt with Sherry both times and she was extremely helpful, friendly). I just think their after sales service and communication by the owners is very poor and needs improvement. Because of this post sales communication and lack of followup on the indents, the issues with the vinyl planking, I would not deal with Cochrane Floors and More again.

We took a long time to choose who we wanted to work with us on our renovation as it was a big on and what we expect will be our last. So glad we checked out references and listened to our friends. Cochrane Floors provided us with such amazing service and support. From our first visit we were given knowledgeable and insightful guidance from the girls in the showroom who helped us narrow down choices from their huge selection. Next we began our planning with Jacquie, one of the owners at the store who helped us narrow down our choices, sketched out design plans, came up with backsplash patterns and a beautiful tile pattern for our new shower. She even met with us at the granite Importers to help us select the perfect countertops for the kitchen and bathroom, picked out our paint colours and made some beautiful suggestions on lighting. We felt comfortable and inspired so we made our choice to go with Cochrane Floors & More. The next step was the installation. Our installers were so professional and so respectful of both us, our pets and our home, we were completely relieved and actually began to enjoy the transformation. They were very clean and efficient and although we had a slow leak in the bathroom that had caused damage we didn't know about, Clint (the other owner) took time to explain what had happened and what our options were. We made a decision to remove and replace the swollen subfloor for a surprisingly small difference and had the leak repaired. In the end we have a stunning new kitchen, family room, front entry and bathroom in our home and we absolutely LOVE it!! I would highly recommend Cochrane Floors & their staff for any size of project.