Poor product, poor workmanship, terrible service - quick to make a buck, but don't count on their warranty

Would give less than one star...

We will not recommend Flooring Guru for screed / cement flooring. Our garage and braai room floors were done in July 2018 – it already required a “touch-up” as the coloring, etc. which was applied was not correct and had major defects in color in it, it didn’t even match the large tile sample properly in color. In both the braai room and garage there were major defects. We spoke to Marilu (who along with 3 other staff we’ve dealt with, ironically doesn’t work at Flooring Guru any longer). They also want payment in full BEFORE the last sealant is done, not after inspection like most other companies. This was also a red flag.

Our garage floor “lifted up” (we have photo evidence). We had to actually “fight” to get it redone and was I was told by the owner Rian Carstens, that he will only send a team to repair the garage floor, if I remove my review of Flooring Guru on Google Review. My review was true, with proof in photos. I would not trust the reviews on Google Review for Flooring Guru for very evident reasons, as he himself reviewed his own company, which is against Google Review T&C’s when you load your business for reviews.

I removed my HONEST post, as we wanted the work to be repaired. After all, we were given a TWO YEAR warranty, and the floor should not be “lifting up” in parts. The screed or sealant layer, tore off like “paper”. A site manager dropped off the workers, but not stay on site to check quality control. A job which was supposed to take two weeks, had to be re-done in the garage, and took another 7 – 10 days. After delays, such as bringing a grinder to a worksite that was not working, delaying the work with another day and no one informing us, we had to constantly follow up with Flooring Guru, who is VERY bad at feedback and even general communication.

The job was supposed to commence on 20 August, was moved to 23 August. Their timelines are very conflicting and they change it without notifying clients – no consideration for clients whatsoever with regards to time. The floor was only finished in September. So yes, they take very long for repairs. They then tell us our warranty is valid from August, yet work was only completed in September… How fair is this. Not just for this, we have pointed out we are not happy with the braai room and again the “finished” garage floor, as there are still clear mistakes, sealant “blobs” messed, fur / fluff from the rollers, etc. Also one moment they add expansion joints, the next moment with re-application not, and the owner tells us expansion joints is the customer’s choice. We were never even given a choice or explanation, until we mentioned this. Also each time we had to speak to someone, someone gives a different story or explanation as to why. Right at the start we were told the floor MUST have expansion joints by Johan and Roy, only to be told later by the owner, when they didn’t do expansion joints with the re-do in our garage, that it’s not necessary and the client’s choice. Very conflicting information. The first time I spoke to Rian over the phone, with the garage floor stuff-up he advised me he is not an expert and that he merely bought this company over from someone, but his expert / competent staff will sort this out for us.

We were sent, on email that our warranty on our floors started 05.09.2018, but recently (last week) per email we were sent the warranty started at 31 August 2018. Again, very conflicting information, which we have both dates on email. Then 9 November we contacted Trisha and Marilu at Flooring Guru, as clear cracks have been forming again on our floors, we understand “hairline cracks” can form, but some of these clearly were cracks where water and dust can penetrate. We have not even moved in furniture in the braairoom yet and cracks were already forming. Marilu replied on 9 November stating that Roy will do a site visit and a date was scheduled for Thursday 15 November.

No one pitched up on 15 November, so WE had to make contact first again. This is when we found out Marilu doesn’t work there any longer. Then the owner contacted us that he himself will come and take a look, and on a Saturday. Baring in my, his words to us previously with a floor issue, was that he is not the expert. From then onwards things just spiraled downward. He came to our house and very arrogantly started blaming our substrate. Clearly he didn’t know the history of the work that was done prior to coming to our house, an inspection was conducted by Flooring Guru initially in June before a quote was done on what is required, with regards to our braairoom floor, etc. Why didn’t they then say the work can not be done, due to the substrate. There was a prior crack which they filled and advised their sealing and prepping and mesh process is so good that the old crack will not resurface again, which is clearly now not the case.

He took photos and advised us he will speak to their expert and get back to us. By 26 November we have still not heard back, and yet again WE had to make contact first. Again Rian started blaming the substrate, because of our swimming pool. He also said that if the cracks get bigger, they will come and seal it again for us, this was in an email on 26 November. We then replied saying we are not happy and that our pool can’t be blamed for their bad workmanship. We again mentioned the numerous touch-ups which was also done very poorly. We understood hairline cracks, but these were not mere hairline cracks. Then Rian’s next email was that they will then repair the cracks, can’t guarantee it won’t happen again BUT we have to pay them to have this done. Yes, pay again? So first he says they will do the repairs on email 26 November, and then on 28 November it will be for our account.

We’ve had some real screed experts take a look at what we’ve shown them, and they were not impressed either.

We also contacted Flooring Guru (Trisha) to ask for the TWO YEAR warranty description, this was on 29 November. Again no reply to this either. Then it came to light that Trisha is also not working there any longer. We were promised by both Ashlyn and Kaitlin (new staff?) that they will send the warranty description through to us. Ironically both Kaitlin Brown and Ashlyn Johnson also made Google Reviews for Flooring Guru. We had to ask for this numerous times, and up to date have not received a proper warranty description, eventually we were only sent the Terms & Conditions on 6 December, with some “mention” of warranty, which is not a proper warranty description. When I spoke to Kaitlyn over the phone, she advised me that the owner is busy typing one up, sorry, but how can a company issue a particular warranty and not keep a copy record of the warranty description on file. How do we not know that the warranty was now amended or manipulated after our complaint? Then Rian called my husband, while I was sitting next to him in the car. My husband politely asked Rian to please contact him via email, as we’d like everything from here on further be communicated in writing, Rian started yelling at my husband, while my husband was driving, he asked Rian please to communicate via email, but Rian kept going on. My husband’s phone’s battery died, so I sent Rian an email, explaining to him to please keep communication via email. He then sends this email “without prejudice” complaining about the inconvenience of our emails, etc. and that my husband was rude and abruptly ended the call. Dear Rian, when a phone runs out of battery life, the phone goes off by itself, also I heard you yelling and raising your voice. There seems to be an excuse for everything, instead of sorting out your companie's mistakes. I did email you right after from my phone, stating to communicate via email. As we are the client and this is our prerogative, as promises have been made verbally by Flooring Guru and not met, it was better to have everything in writing. Rian, you as a businessman should know this.

He then said we can go ahead then with the next steps, as we want to take action. We have a lot of evidence on email, contradicting dates, empty promises, etc. Also why start an email “without prejudice” if what you’re going to say is “not” implying that you are at fault or have made a mistake?

We have made contact with Rian twice in the meantime, with NO feedback, no surprise. Anyone else also interested in taking further action against Flooring Guru, please get into contact with me.