I’ll save you the time if you can’t read this whole review..AVOID THIS COMPANY! If you DO have the time to read, you will find just under 25 reasons listed below why you should do just that..RUN! From day one the experience with Healthy Home Flooring has been an absolute nightmare. The “customer service” that follows your horrible experience is next level terrible, with them completely failing to communicate at all. Once this company has you under contract, it’s over. They have their money and that’s simply the only thing they care about. This has been proven to us over and over and over again. Here’s our story:
In late November 2022, we had Healthy Home Flooring install Luxury Vinyl Tile (LVT/LVP) throughout the entirety of our home. Luckily for them we had received several other bids at the time we got theirs and were simply done with having people in our home for hours, selling their product as being the best, insulting other companies, measuring, and then giving us the whole dog and pony show of a super high bid, middle bid, and “lowest” bid. Healthy Home Flooring was the most expensive of all bids but we liked the “one-stop-shop” model we thought they had, and the fact we were supporting a small, local business so we agreed to move forward. Keep in mind, all other bids were for ceramic or porcelain tile as this is the ONLY product we said we were interested in.
The easiest way to hit ALL the issues with this company is numbering them out, so here it is from the start..
1. When scheduling a bid request we said we were interested in grey or concrete colored porcelain or ceramic tile. Upon arrival, the design consultant brought no product in with him, stood approximately 10 feet inside of our front door and, within 5 minutes, said Luxury Vinyl Tile was the way to go and he estimates our house would cost approximately $30k. Mind you, he’s standing just inside our front door at this time, has been given no sqft numbers, measured, or sold us a product. He said he’s just really good/accurate at what he does.
2. We tell him we are interested in porcelain/ceramic tile and he completely ignores this after saying how expensive that would be, starting his sales pitch for LVT. He tells us how much more affordable LVT is, how it’s better on the knees, quieter, cooler, etc. He goes to the van to retrieve 4 samples (2 of those being the same so really 3 samples). We again ask where the ceramic/porcelain is and he says the cost would be double, still having never traveled more than 10 feet inside of our home.
3. All 3 samples we’re shown are on display boards and the tile is about a ¼” thick so we entertain the idea of saving money and still having, what appears to be, a quality product. The tile we choose is a dark oak color, wood-grain look.
4. I ask what the pros and cons are of this tile and the design consultant quickly says “I never discuss the cons of our tile.” What!? I later (unfortunately after signing the contract) learn all about this tile on my own via Google. Consultant not once mentioned wear levels, thickness, care, or durability with us.
5. After measuring, the design consultant advised the total price would be over $47k, but because of the special Thanksgiving day blowout sale and a couple phone calls to his boss saying how that number was too high for us (dog/pony show) he cut that number in half.
6. During the initial consultation we were promised dustless tile removal (even offered in a Thanksgiving Day ad we still have). We also asked for diagonal/45 degree lay of the tiles – both were said to be at no extra cost to us. We sign a contract to start the work 2 weeks later.
7. Pre-inspector comes a couple days later with a very light colored tile slightly thicker than construction paper and said “Here’s the tile you’ll be getting.” We were absolutely shocked at the difference between this tile and the one we agreed upon. I showed the pre-inspector a photo of the tile we wanted and he laughed, saying he’d never seen that tile before, that it appeared extremely old, and he’s convinced they no longer sell it. We were told there would be a re-stocking fee of 30% if we wanted to back out. Although it was a completely different plank (texture, color, and thickness) we agreed to move forward as a result of not wanting to pay the fee. I told the pre-inspector I had Googled this tile and it appeared to be a 6mm wear level and online says this is the worst you could get aside from 4mm. He agreed it would be insufficient for our living situation with pets and kids and recommended we get a higher wear level at a higher price. I also mentioned we wanted the diagonal/45 degree lay and he said that wasn’t mentioned on the contract and would also cost extra. It was also at this time that he told us we weren’t getting dustless tile removal and if we wanted that, it’d cost extra. He asked what color ¼ round and transitions we wanted. I said I wanted primed white so we could paint it the same color as our cabinets and he agreed this was the best option as the floor color match option has a “tacky” appearance (more on that later).
Pre-inspector was shocked at how little information we had received on the tile from the design consultant and apologized numerous times. Even the trainee that was with him apologized on behalf of the company several times.
8. I contact design consultant to tell him we’ll be needing a thicker wear level and said he could upgrade from 6mm to 20mm for “a couple hundred extra”, later sending a new price which was actually $1,800 more.
9. Design consultant goes quiet for 1-2 weeks (only received 2 more texts throughout this process)
10. Due to concerns I reached out to the office on the weekend before install. Office confirmed if we wanted out we’d be charged a re-stocking fee and, through numerous calls and over the course of an hour, got me to a guy named Richard. Richard added the diagonal lay in the contract at no extra charge and said he didn’t know what the design consultant was talking about when it came to wear level because we were already getting/paying for a 20mm.
11. Office also mentioned there was a better deal currently being offered that could likely save us money for our troubles. She said it was a ‘Pay full price for 2 rooms, all other rooms pay $35.’ We were later told we were getting the best deal, with no further explanation, and there would be no changes.
12. Tried reaching our design consultant numerous times over the course of the next 6-7 days to obtain the modified contract which included diagonal lay and 20mm tile at no extra cost, but never did. Eddie, in customer support, said he’d try fighting for some money off for all my troubles at this point but never heard anything else about this.
13. This is a good time to point out that everyone up to this point and after this point was sent to the wrong address on a completely different block. I told no fewer than 4 people with the company to fix this problem to keep the install teams, duct cleaning services, pre-inspectors, designer from going to the wrong address and it was NEVER fixed. In fact, our bills are STILL being sent to that same wrong address, causing post office personnel to be flagged down by neighbors trying to get it to us. First bill was received 1.5wks before it was due and 1 week before Christmas, thanks.
14. Installers show up and are extremely surprised they have to move some of the furniture, giving my wife attitude. This was never in question and was always included in our price. Although, we still moved 75% of the items ourselves, just not the bigger furniture. I had even asked the pre-inspector if I should move the bed and he specifically said the installers would take care of that.
15. Lead installer acted very upset and put off by the fact that we wanted diagonal/45 degree lay. He said this would be a lot of extra work for his crew and he had no idea that’s what we wanted.
16. Lead installer stood in our living room for first hour (with the wife while I was at work) saying the type of tile we chose couldn’t be installed with our current baseboards. At this time he told my wife we should not move forward with this job and he sees people back out at this point all the time. The wife reminded him of the re-stocking fee and he dropped this. After some back and forth with the installers they realized a way to install the plank with the baseboards and began demo.
17. Following job, had to pay installers several hundred dollars which he demanded for extra baseboards he had ordered from Home Depot (completely unexpected so had to Zelle him the $). Nothing like this was ever mentioned before or during the job.
18. Baseboard “re-install and repair” was a disaster. Pictures of the damage and poor installation were later sent to the company customer service team leader and received no response. These baseboards cost us over $5k when installed. That primed white ¼ round that I wanted to paint to match the cabinets, which we had asked for, wasn’t installed. Instead, we now have the floor matched color which the pre-inspector referred to as “tacky.”
19. You will receive 2 customer service calls a day – 1 mid-day check up call and 1 end-of-day check up. While they are friendly people, know that any feedback you give these individuals goes absolutely NOWHERE. I repeatedly voiced my concerns to these individuals and even asked someone in a supervisory roll to contact me – never happened. Due to my frustration, and sounding like I’m constantly complaining during this process, I asked what the purpose of these calls are and if someone was going to do anything about my concerns. The employee stated they did not think so and this was just protocol (basically going through the motions). They will keep you on the phone for extended amounts of time while you listen to them repeat back every word you say to them while they type it out. Needless to say, after about 6 of these, from all different employees that aren’t familiar with your situation, and never hearing from anyone that planned to do anything about my complaints, I was done.
20. Also following the job, the installers still appeared frustrated they had to assist with putting the larger furniture items back. Slid fridge into position, scratching one of the tiles (told customer service about this). They failed to hook RO line back up to the rear of the fridge, failed to place the oven back on its track leaving it unbalanced and wobbling, failed to place the gas line cover back over the gas line, left the washer and dryer in the middle of the room with the dryer vent hose dented in numerous spots.
21. After the install I continued receiving mid-day and end-of-day calls. During one I told them the install was done and they said they’d be closing our case then. I asked about the “air duct cleaning” (This deserves to be in quotes because it’s no cleaning) and they said they could schedule that. They wanted to schedule for a week out and I asked if it could be sooner as this week was very cold and we wanted to turn the heat on but wanted to wait until everything had been cleaned out. The rep stated they could schedule for Thursday (2 days out) so I made myself available. Thursday came, no show. I called and was told I had mistaken the day and they had scheduled for Friday. This was later confirmed to be false and, after reviewing the call recording, they admitted they did in fact tell me Thursday and apologized. Friday comes, I’m at work, no show for air-duct cleaner. I call 3 different times trying to get an explanation and I’m told no one can get ahold of the guy who does their cleanings but they would continue to try.
Received a call approximately 1 hour later from Healthy Home Flooring telling me he had in fact showed up earlier that morning, knocked on the door, tried calling but had no service, and left. I have 7 cameras on our house, 3 of which would have caught him parking, walking to our door, and at the door – nothing. My wife was also home and anticipating his arrival. I was later told he was sent to the same WRONG ADDRESS that everyone else involved in this project had gone to and he would have to re-schedule for the following Monday. I said that was unacceptable as none of this is our fault and we couldn’t wait another 72 hours to turn on the heat. He said he would make an exception and come over. Again, I’m coordinating all this from work, over 35 miles away. This gentleman was at our house for no more than 20 minutes. Cameras show him placing a shop-vac hose into a ceiling vent, it dropping out, him rolling it up, then him leaving. Prior to him leaving though, I receive a phone call from him asking for $300 to do a more thorough cleaning. Although he’s a very energetic, seemingly nice man..I told him to leave. Great “air duct cleaning” you offer Healthy Home Flooring.
22. Never received a single furniture pad which we were promised.
23. I asked lead installer numerous questions at the end prior to signing the form he said he needed me to sign in order for him to leave. I even asked if someone would be reaching out to me reference my concerns. Due to the language barrier, he was unable to answer any of these.
24. Spent hours on the phone with Healthy Home Flooring Customer Team Leader ‘Jordan’ - going over every one of these issues in great detail. Jordan is friendly and says the right things to make you feel like something will get accomplished, but is also just a yes-man that can’t do much about your experience. He repeatedly told me “time is valuable” and the last thing he wants to do is waste mine. If that were true, I wouldn’t have spent hours with him on the phone and texting and still be waiting to hear from someone weeks later. He offered to send people out to take a look but, at this point, the last thing we wanted was for someone else associated with this company in our house. Jordan informed me he escalated this case to his director and they would be reaching out to me shortly. That was on December 22, 2022 and I’ve still heard nothing. Eight days later I asked Jordan when I would be hearing from his director to which he responded “I was told she already did.” When I said she hadn’t, he ensured me he would try to track her down, still nothing. The level of incompetence and lack of care with this company is astonishing.
I really hope this extensive review helps steer you far far away from Healthy Home Flooring! We are left feeling completely used, as they have their money and we have been repeatedly disregarded. Don’t let our experience be yours. FIND ANOTHER FLOORING COMPANY!
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