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| - We had used Baker Brothers on 2 previous jobs. They did such a great job that we requested our general contractor use them when our floor needed to be replaced after a flood. Well, the third time and fourth time (I will explain that) did not go so well.
First of all the Baker Brothers sales department made it sound like the installers were Baker Brothers employees. It turned out that the company Baker Brothers uses for installation is Exotic Flooring.
When we initially needed this job done, we were out of town, so once the space was emptied it should have been a quick and easy flooring removal and installation. We had many problems with the install and it was blamed on defective product. After we moved back in, it was determined that over 50 planks of our new floor needed to be replaced, so it was decided that they would rip it all out and replace it. We were forced to have same crew as according to the ROC they must be given the opportunity to make it right. We were also informed that we weren't even the customer because it was our General Contractor that hired Baker Brothers.
Baker Brothers would not commit to paying for our hotel and food while we were forced out of our house due the so called "defective product" I will thank them for finally agreeing to cover these costs we had out of pocket, but it sure would have been better customer service if they had assured us up front. Baker Brothers is not about customer service, they are about cutting corners, saving money and profits first. It seems like the customer is the last concern of this company. They have fancy showrooms with nice sales personnel, but when it comes to the installation, you get unmarked vans and trucks with no Baker Brothers employees!
When they started the job (4th time floor installation) it was clear that the product was the same and they had to have more shipped in from California. I confirmed that Baker Brothers had a claim with Bruce Hardwood "E550" product, but I don't know any of the details of that claim.
The job is finally done and we had one last board replaced. I just took the weights off after 48 hours and it was obvious that too much glue was used leaving a mess for me to scrape up and clean. Job was supposed to be done on or before October 15, 2016. The last plank that had to be replaced was done on February 24, 2017.
I hope this review helps other people avoid the pitfalls that we experienced.
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