Ricky Y.

First off my floor is complete and it is beautiful! If it were not for the unacceptable actions of a couple people (Team Leads) at West Coast Flooring the rating could have been at least a four. I want to commend Phil on not just the great work on this repair but the reinstall of my other room that he completed by himself last month. The first visit that included haste, disrespect and a poor job was already addressed and I thought resolved. I have enjoyed working with Greg during the follow up issues of the 1st install. However, I do have issues with West Coast Flooring.

Jim (Team Lead) and Phil (installer) showed up on Wednesday afternoon unprepared to work. After taking the floor apart to fix the poor installation by the JR team, Jim said they had to go to Lowe's to get supplies? You are kidding me right? They did not know they would need silicone sealant for the T-moldings, huh? That was odd but I was okay with it. While I am not sure why they both needed to go whatever, they were gone for over an hour. Upon their return they went to work putting the floor back together. All the end pieces had a ton of glue from the previous poor install. It was my expectation that the 1 inch or so of the end pieces would be cut off as was done by Phil in the other room. Well, my wife came outside where I was staying during their work so as to social distance. She asked me, "they are going to leave those tore up ends on?" I told her no, they will cut them off like they did in the other room. She told me they were laying them like that so I went to look. From a distance I could not tell if it was old glue or they were ripped up. So I asked Jim if that was glue or gouges? Jim replied, glue residue. So just to make sure I went to the planks, kneeled down to look. I could put about half of the thickness of my index finger into one of the gouges. Why did Jim tell me it was glue residue when he knew it was not? I said "I don't want that in there" meaning the chipped and gouged ends. Jim replied "We have to" and I replied "I don't want that in there". Jim then said now with a little attitude "What are we going to do?" and I replied "I am just saying if you leave that in there you will be buying a new floor" and Jim said "Who me?" I said "your company". He instructed Phil to remove the end pieces and cut off the ends as he should have to start with. I went back out to my courtyard and was texting on my phone when Jim came by on the way to cut the ends. Jim in passing turns to me and says "DON'T PISS ME OFF". What? No way is that acceptable. I did contact Greg at West Coast flooring and gave him the heads up on what occurred. At this point I am weighing how I will respond to this. Because this seems to be a recurring customer service culture issue with West Coast Flooring foremen, I will take action. At the very least I advised Greg that both the first review I toned down for them will go back up on their site along with this incident. I will also be placing some actions against COSTCO as this is their vendor that subject us, my wife and I to this poor and unacceptable experience.

I do want to thank West Coast Flooring's Greg, John (Management) for working with me and Phil (Installer) for the outstanding install and great respect he showed. As for Jim, he was very meticulous after the incident and I enjoyed him outside of the issue stated. However, you don't get to threaten your customer.