This company does not have their own staircase building knowledge and team. They subcontract third parties. While my staircase was built by Floors Direct's contractor they never had the decency to be present nor supervised or followed up with me to make sure the work was being done properly and meeting scope. Two years after I have some consistent squeaking steps making anoying noise, I phoned Floors Direct and they had the classic ''no resposible for that issue'' answer. The contractor that built my staircase no longer works for them
- Approximate cost of services:
- $6,000.00
- Company Response
Hi Santiago, thank you for your review. We are sorry to hear your stairs are squeaking. After we received your review we looked up your details and your stair installation was over 2 years ago. I do think it's a bit unfair to imply we don't care as the that couldn't be further from the truth as you will see if you read our reviews. Had our work not been done to scope, we surely would have heard from you before now? Until you called yesterday we knew nothing about any squeaks and therefore can only assume that they started recently. If they were present before, I'm sure you would have let us know and had you informed us, we would 100% have come and looked at the issue for you. Even if it had been just over the one year warranty, we would still have taken a look - but as with any warranty, unfortunately there has to be a cut off point. I have my own example experiencing a problem with my car recently and my warranty was out by a week. I called but they wouldn't do anything for me because the warranty had run out.
Addressing your comment about us sub-contracting. To be honest we don't know of any store who employs installers these days. We have over 30 installers work with us and the vast majority do 100% of their work for us. We are proud of these installers and they do a great job. Regarding the installer no longer being with us, as with any job Santiago, people move on to bigger and better things, are we supposed to stop them?
As a last thing Santiago, if the squeaks are move prevalent now, it could be seasonal and due to expansion and contraction on the wood as the weather warms up which is something we have no control over. It could also be coming from something structural that didn't present itself at the time of installation (or I'm sure you'd have mentioned it). Again, if this is the case we are not responsible I'm afraid, but there are things we can suggest you try and if you'd like to give us a call we'd be happy to get someone to talk you through it. Kind Regards, Jeannie