Flooring in Tonawanda

“I’ve been working on redoing a 1950s home for a few years, working with various contractors, and reached out to TBros to remodel my two main bathrooms. The tldr; it was an exceptional contracting experience. I’ve never experienced, after my years of working with various contractors, such professionalism, quality work, transparency and communication, and working with me as the client throughout progress on the project. The bathrooms are amazing, the quality of work exceeds my expectations, and if they’ll allow me, I have a few other things I’d like them to do at my house. If I ever do this kind of remodel again in this area, TBros are top of the list of companies I want to work with.<br><br>The not so tldr: I worked with Irina from step 1, and she came by the house and did a fantastic job walking me through the entire process, design, purchase, acquiring/storing materials, and project execution. You have full visibility into the work and the plan (there’s even a web/mobile app), and it’s kept up to date with each step. So I knew who was coming, on what days, to do what work, and the overall timeline. I knew which steps were dependent on me and was provided guidance/materials to hand-hold me through everything. They gave recommendations for material suppliers and shops local to WNY, and showed me exactly what I needed to do with each of those.<br><br>The various parts of the execution team were all great. Showed up promptly each day (often 10–15 minutes before start time). Incredibly friendly and courteous. Went above and beyond to protect the parts of my house they had to work/walk through (floors, walls, putting up plastic during demo, air scrubbers, etc…). The project manager was on-site at least once a week to check in on work and chat with me on progress. Old home means you find all sorts of unexpected problems, and the team was great about bringing everything to my attention and working through a plan to remediate (rotted subfloor, vents that actually vent outside, studs that needed to be replaced, etc...).<br><br>They went above and beyond to keep the overall project on the original timeline. Since I worked from home, I’d get a question or two from time to time on considerations (where do you want this towel bar, maybe it would be better if we did this…), which was incredibly valued and helpful. Some “on the job” decisions we made ended up making a huge difference in the end result, and so their flexibility and customer-first approach can’t be understated.<br><br>The end result is a pair of magazine-worthy bathrooms that I’m completely in love with.<br><br>For full transparency, TBros did come in higher than the other quotes, but after seeing their work and hearing testimonials from friends, I figured it was worth the “risk”. In retrospect, I couldn’t imagine working with anyone else on this project, and don’t regret a single “extra” dollar I spent to work with them.“

“Here is my experience: i went in the store to spend money - i have a lot of things i want to change in my house but had some serious urgency for 3 rooms. I bought a new house and was big time just wanting the fastest service. I wanted to try to get flooring on 2 bedrooms and a kitchen tile backsplash before i officially moved in but that didn’t work out, hey it happens. Help within the store was minimal on a Saturday, but it was fine i don’t love being followed by sales people. Fast forward to when i made a quick commitment and sent in the checks. I had to constantly call the store to get an appointment and was told a couple different dates etc. i was being patient i lived in a bedroom without a bed since i was waiting for the floor and couldn’t purchase furniture for the spare bedroom because i had no idea when the service was going to happen. Finally had my installation last week. I am going to be honest. For 2 bedrooms and a tile back splash it took almost 5 full days. The 2 installers were really great, nice and pretty accommodating. Although I’m not one to judge everyone i knew was shocked at how long it took. Regardless it’s done and i just needed it done. Final payment was done today - beware i was a little blindsided that additional fees and boxes of tile were added to my bill, not mad just would have loved to know in advance, since it was for extra supplies they could have let me know at time of purchase. Oh also i was never asked if i wanted the carpet they took out to be hauled away never given the option and was upset about that i would have paid with no issue for that service, luckily i live in a town where they took it in my garbage.<br>Pros, i am satisfied with my flooring tile and they have a decent selection to choose from in the store and the guy that came out to measure was awesome, they made arrangements to pick up the final check at my house since i cannot make it to the store during their open hours during the week, much appreciated.<br>Cons - took longer than anticipated, no proactive customer service my sales rep was a bit hard to get a hold of, i own a business and if any customer had to chase me down to be put on a schedule I’d be out of a customer. Surprise fees applied at time of final payment. No ability to pay check online even though online says there is an e check option so having to bring a check to the store is a huge inconvenience with their minimal hours, and to pay by credit card is an addition 3% surcharge, was left with multiple garbage bags in my garage and scatter of flooring cleanup was not the greatest, garbage put in my recycle bin instead of my garbage bin i had to empty that out by hand and put it into the garbage can so they would collect it. I know this all sounds like nitpicking but i live alone and work 10-12 hours days and all that extra cleanup work is hard for one person.<br>If it wasn’t for the cons i would be happy to give a 5 star rating and i understand that companies are short staffed or overbooked but i would have love to just have that transparency and proactive communication up front. I would also recommend them to friends and family if it wasn’t for the surprise fees - not many people i know right now can afford additional fees of even a small amount so that at the time of purchasing the extra material would be imperative to know. All in all i am happy with the end result but i do want to have new flooring put in my entire house as well as new basement carpet put in over the next year so i will be shopping around, i really am easy to please and love a one stop shop situation so i wish they made it a little easier. Maybe i will be back to Madison depending on how the other stores treat me. I will update in the spring when i pick out the new flooring and carpet.“

“My wife Karen and I had outstanding experience with sales rep Dean who expertly advised us on everything! The installers, Sal, Austin and Seth did an outstanding job also, installing luxury vinyl flooring! Our basement looks like a new build! God bless Custom Carpets in Tonawanda!“