Robert in Toronto

Hardwood flooring laid throughout bungalow except bedrooms. I have never written a review for any product or service I have paid for and received but the quality service provided by Floors direct in Newmarket has compelled me to do so. I am of the opinion that it is easy to write a great review when all goes perfect but just like life the true character of a person and or person's will either shine or be ugly when things are alittle more challenging. I will first address Ken and Ken the installers from Floors Direct, they are the top of their field. When they laiD the flooring there was no kitchen at all to work around. Their attention to detail, knowledge, and work ethic is impeccable, they both are worth every penny and then some. Thanks Ken 1 and Ken 2 you were fantastic and we couldn't be happier. After we had our floors laid we noticed some noise that was not present with older previous hardwood and we contacted the owner Ben who immediately came back to our home to inspect the situation. Ben generously (Ben paid for the inspection) suggested bringing in a third party specialist from hardwood association to do a full inspection and provide a report with his findings. From the very start of this process Ben was extremely calm, kind and made it perfectly clear to us that it was important to him that we were happy with our floor and ultimately happy to have chosen Floors Direct. I will admit waiting for inspection and report was very stressful and we were probably a pain, we called Ben several times to say the least since we were concerned we were going to be left unhappy. Each and every time Ben took are calls reassuring us that they stand behind their product and service and will do everything in his power to ensure we were going to be happy in the end. I cannot say enough good things about the true character I personally witnessed of Ben, you are a great business man and I truly believe you want all the best outcome for your customers and you do go above and beyond. When the report came in and Vincent from the manufacturer from Twelve Oaks along with Ben came back to our home to discuss a resolution. Vincent was just as open as Ben was to resolve our problem, our thanks to you Vincent for being so accommodating. During this period we had email correspondence with Jeannie from head office arranging all the meetings, which I know was at times not easy. Thank you Jeannie for all that you did to push this project along you are a great asset to Ben and Floors Direct. Fast forward to decision of Vincent from twelve Oaks and Ben from Floors Direct, our floor was being taken up and replaced without any hassle. The redo was now complicated by the new kitchen that was installed 3 days after floor installation, and we were nervous about our kitchen baseboard trim which was extremely costly and had no idea how they were going to do it. Ben kept our faith in his word and the two Ken's expertise and not to worry (we still did though). Two days ago the previous flooring was taken up and yesterday the expensive trim was removed without incident and the new flooring was laid by the Ken's. Ben I say it has been a pleasure to do business with you and your team that surrounds you, your true character will continue to shine brighter despite challenges, you ARE a man of your word and your integrity is far none sir. We cannot thank you enough and we could not be anymore pleased with the outcome. Thank you Vincent from Twelve Oaks, Jeannie, Ken 1 and Ken 2 and last but not least Ben. See you soon for our carpet. Sincerely Sandra and Robert