Capital Hardwood Inc.

We had engineered hardwood installed on the second floor of our house, along with carpet & vinyl removal.

TLDR; do not use this company if you value honesty, clear communication, and a team that will actually finish their work.

Capital Hardwood Inc has been unresponsive via email, and phone. This is an ongoing theme with this company. From changing their number back and forth, to call/text dodging, they are difficult to deal with. Of the dozen or so times they have said that they will get back to me about something, they have not once done so, leaving me to ask for an update 24-48 hours later.

1. They are supposed to help us bring in a return, as part of our agreement for using their supplier of choice (Cosmoroma). Considering that the sq ft of trim they suggested is completely incorrect (they ordered 21 sections of it, and used 6), this seems more than fair.. However, for a while they would pretend that they were on there way to come pick up the returns, only to have something "come up". Last time they blamed it on Cosmoroma "changing their rules, and saying that Cosmoroma wanted to come pick up the returns themselves". Calling Cosmoroma though, reveals that no such conversation took place, and that this isn't even a service that they provide (just delivery). In other words, Edith (the organizer, wife of Bert), was dishonest. She did not contact them, according to her own contact within that business, who I spoke with directly after talking to her. In fact, she tried to set up some odd alternative with their 'friend' who would come pick up the remainders and give us cash, for "probably a good amount". Obviously I refused this.

2. CHI says that they have a year warranty. They have fixed one issue (a board had slid, creating a gap), but there is now a much larger movement of another piece of hardwood, creating a 1.5 inch gap between two boards.  According to Edith, "all of their tools are broken", somehow. Despite this, Edith did let it slip that they are working on another contract. It should also be noted that Bert mentioned that they soon plan to move across the country, which should also make their 1 year "warranty" useless.

3. Garbage disposal was a part of our contract, due to be done a day  after completion. They  left it for several weeks. They then hired someone who left tons of pieces of garbage on our lawn. Had they collected the garbage on time, they would have avoided the snow as well. 

4. We paid for furniture moving. One of our dressers now has a broken middle stub leg, and a few large gouges. Our couch now has a burn in the side from a tool of some sort. 

5. Edith, who does the organizing and setups, does not listen, and created lots of confusion. For example, our adjusted contract listed a price, and when some work could not be completed, she then let us know that the incorrect price was now correct, as it was too low for their rate in the first place.

6. There are clear spots of corner cutting. Some trim is poorly cut and not attached properly. Parts of the floor squeak loudly. The t-moulding is coming up in some parts. There is a 1.5 inch gap between two pieces of hardwood. 

The job was going to take 2-3 days, but ended up taking a week to install additional plywood. This was fine. Bert and his father were pleasant, and worked well. The end result looked good.The work itself would be rated higher, if they fixed the problems that have come up. But it doesn't matter how nice the rest of the floor looks, if there is a giant gap between some boards.

I would highly suggest not using their services, as the phone issue is very suspect, along with their 1 year warranty, which they will not do anything with. Edith is unclear, dishonest, and unorganized. Spend slightly more elsewhere, and ditch the stress.

Update to their recent response:

To your point about delivery costs - you insisted that we use the supplier, partially because you could pick up the materials. This wasn’t prompted by us, it was prompted by you.

For plywood pickup, we initially were scheduling these to be shipped, but your husband offered to pick it up instead, because when we initially asked if we needed plywood, you said no.

The only reason a large amount (almost half) of the plywood needed to be returned, is because the crew did not feel like installing the rest of the plywood in the back half of the floor. We aren’t talking a few pieces, you asked us to order way too much plywood.

It’s true that it did snow on the garbage, but only because you left it outside for a week, instead of the originally promised 24 hours. And you have received a complaint against your disposal guy; from me. Tons of garbage was left on our lawn.

I did not ask you to take back the excess hardwood. You led us on for weeks saying that you were in contact with the supplier about their “return pickup service”, which does not exist. When we spoke with them, they revealed that they take returns for 1 week, and do not pick them up, and had never been contacted by you. You also said that they were closed for “a couple months” during Covid, when they never actually closed or stopped taking returns. I have texts from you proving all of this.

All of these extra “favours” that you speak of, were either things that you initially promised as a part of our contract, or are a result of your poor planning. Meanwhile, you ignore our calls for issues that we have with our floors, thus breaching your 1 year warranty in your contract.

An exceptional company.

They did an amazing job in my house!

Very reliable. Punctual and hard working.

Thank you so much for the renovations.

I recommend them to everyone!

I had such a great experience with Capital Flooring. They did a fantastic job doing my flooring and stairs and they were great to work with. I’m very happy with my new flooring and stairs and I highly recommend them!

Anthony and his team did my basement for me to the specifications I had provided him and did a great job with it. He showed up for an in home estimate and was very polite. Not only did he give a reasonable quote, the final invoice was right in the ballpark of my budget and didn't go over that much at all.

I really enjoy my new floor and am considering getting my stairs and kitchen done by him too.

Thanks Anthony and team

He did my floor they make very beautiful job. Thank you. I’m so happy.

I am so glad to have found you guys! I found Anthony was very punctual and detail oriented. He was trustworthy as well and i felt comfortable leaving him in my home when i was not home.

His workmanship was exceptional and he made a terrible looking staircase beautiful! We added on the wainscotting after seeing his work. It was equally well done!! Thanks so much!!