Rowan Hardwood Floors, Newmarket, ON

Terrible experience with Rowan Hardwood Floors. Our experience started after the deal was closed with the sales person. We were setup to start on a Monday, when no one arrived I contacted them to find out what was happening, they told me that their installer hurt his arm and would arrive tomorrow instead. We waited til the next day and same thing, no one showed up, we then phoned again and were told they were on a job and couldn’t make it til the next day. Luckily they finally showed up on the third day to start. I must admit, once the installers arrived the job started off on good terms but quickly went downhill. It wasn’t until the following week that the installers started to cut corners and put the work on our shoulders. We were paying full price (no price negotiations except for 2% discount for cheque payment), we were paying for our original baseboards to be installed, shoe molds and doors to be re installed. We paid extra to have the job professionally done from start to finish by their installers. Around the last day of the install, the installers said they did not want to install the baseboards/shoe molds or re install the bi fold doors and walked off the job without completing the work that was stated in the contact. This came as a shock to us as we were paying for it in our contract, We decided that it was not worth it to beg the installers to come back and do the work and at this point in time NO ONE at Rowan was returning our phone calls or offering any support to us and we had to hire a contractor to install the baseboards/shoe molds and doors (as well as uncompleted trim) to complete the project. What came as the biggest shock to me was coming home every night to find out that the installers were bringing all their saws inside the house and cutting the hardwood and new subfloor on the brand new hardwood floors. I couldn’t believe that a company would allow someone to cut wood on a $15,000 brand new hardwood floor, I confronted the lead installer regarding the saw and the dust that was being created in the house and that I did not want them to cut inside, his reply was that if I was saying this he would gladly walk off the job. At this point I contacted Rowan and received no response from them. In addition to this the installers wouldn’t even vacuum or sweep up the sawdust, my family was expected to vacuum and sweep the sawdust up for them. The installers incorrectly installed our stair nose and I have been fighting with Rowan to repair this since the Beginning of January. This leads me to my next issue, after placing multiple calls to Rowan and getting absolutely no response or assistance from the owner or his staff during the project. I decided that due to the massive clean up and incorrectly installed stair nose I would hold back 10% until the repair was made. Guess this was the wrong move, as I was quickly notified that Rowan was putting a lien on my property. Wow, I guess there is really a business out there that can scare you into paying for work that hasn’t been completed and having no intention of actually fixing the issue or working with their clients. Rowan Hardwood Floors says one thing and then never backs it up with customer support, I am just waiting to see if I have any problems with the floors as they were left in their van in the damp weather and brought in to the house as needed. Their customer service is horrible and you feel it when you walk in the front door. I do not recommend this business and can be contacted at 289-380-1570 if anyone has similar complaints or needs more details about what we were put through by Rowan.