Surface Blog

Making things right.

• Posted by
• Megan Sprague

Good afternoon Jim,

I have spent over 8 years here and I am extremely proud of what we do and the most amazing floors that we hand craft for each client. You should know that my guys here have more passion and dedication to making each floor than anyone in the industry.  We make several thousands of square feet of flooring ever month, not missing a beat.  We have set parameters for each floor that must be met.  From the guys that hand select the floor to the few men that rip it down prior to going to the molder all facets are equally passionate but also making sure that the customer gets exactly what they ordered.  We have built our business that way for over 40 years. I am so proud of the group of guys that make our floors because they carry the same honesty, integrity and ethics as I do.

I looked into exactly what we made for you and what was shipped.  Taking it one step further I re-checked the tally sheet but also the packing slip and bill of lading which lists we shipped four crates which match up to the weight of the wood that your ordered and what we shipped 4,678sf.  There is the possibility that the installer has generated more waste because he knows you are seeking a certain aesthetic appearance to the floor versus what we intended to be in the floor we crafted for you.  Another possibility may be that after hours some of the flooring was taken from the job site.

I have checked and doubled checked everything.  Everything I have checked measures up to exactly what I sent you.  At this point who knows where the wood flooring is.  We can easily go back & forth sending emails and not get anywhere.  I want you to be able to complete your home, move in and get your life back.  Building is a long and tedious project, believe me I know.  Ask anyone here and they will tell you my experience was painful both financially but also put my marriage to the test (we were newly weds back then).  I think we both should take ownership to this and with that said I would like to make half of the floor for you at no charge with you paying for the other half.  Further more I will cover the shipping costs.  With this I will also make sure that we make all of the flooring in the wider widths 8" face and wider.  In closing I hope you find this to be fair solution for both sides.

Peter,

Your e-mail was greatly appreciated for just taking the time to express how Carlisle does business and the people that make up the company. This is why we went with you guys in the first place above anyone else. Commitment to excellence is what I strive for in anything and felt all of that when I was dealing with you, personally.  So please understand this.

As far as the floors, while they are not exactly what we had in mind, it is clear that the wood is a quality product.  Cannot understand why there is no tongue and groove on the ends.  Don spoke to this by stating
that they should have been glued down but this prohibits a felt vapor barrier from being used which is standard from what we are being told. Anyway, in the end, they will look great and I will send pictures if you want.

As far as the shortage goes, I am hard-pressed to think that any wood was taken from the site.  And my builder has measured the area twice to ensure that this was accurate as well.  And I DO believe you when you say that you shipped what you said you did.  I just want to understand
how we fell short in the first place.  Could it be from the issue over the final face widths as opposed to the original/starting size of the material - in that 4600 sq ft of material was used from the start but after milling, it ended up in the neighborhood of 500 sq ft short of actual coverage? 

Anyway, my wife and I very much appreciate yours and Carlisle’s offer to get the remaining material and will graciously accept it.  Please let me know how you want it paid for and we will be glad to make it happen.

Clearly, this project has been difficult (if you only knew) given the extend and nature of my letter.  We haven’t been met with the greatest degree of honesty by many we have had to deal with. We were afraid, (as
obviously intimated in my letter) that Carlisle was yet another.  We hope there is no ill will for there is none on this end.  We would certainly recommend Carlisle for their superior wood products and customer service, because, in reality, despite the variance, the service has been great.

Thank you again for your time and provision in rectifying this matter. 

Sincerely,
Jim Caputo

Posted on Sep 16, 2008 AT 01:01 AM in (1) Comments

Carlisle Hardwood Walnut Flooring featured in Architectural Digest

• Posted by
• Megan Sprague

Carlisle’s Wide Plank Walnut in Wisconsin Lakeside Home Featured in the October issue of Architectural Digest!

Architect Thomas R. Jones designs his parents, Ray and Janette, a cabin of their dreams on shores of Lake Superior. A beautiful combination of elaborate floor to ceiling windows, curved timber frame roof and other natural materials such as Carlisle’s wide plank walnut floors. Seen on page 170, the walnut floors are a natural fit with the Douglas fir beams and ledgestone.

Posted on Sep 12, 2008 AT 04:32 AM in Hardwood Flooring • (2) Comments

Customer Letter: Lanny Brooks

• Posted by
• Stephanie Urquhart

To Whom It May Concern,

When I recently purchased a home in Sun Valley, Idaho I searched the internet for the floors that I wanted.  Consistently the “look” that I wanted turned out to be your product.  I called the contact person and was directed to Brian Graham.  After speaking with him for a little while we discovered that we were both in Chicago.  I went down to visit the showroom and left with samples to show my wife.  My wife and I both liked the same floor so we ordered it and were excited about our purchase. We then needed an installer and guidance as to how to make it look like the product that we saw.

Brian was above and beyond helpful. He helped us choose an installer, he guided everyone through the process and called me periodically just to check on our progress. I finally got out there last week to see them and I couldn’t be happier with the result.  I credit Brian with being instrumental in seeing that it was done right.

My wife and I are Real Estate brokers on the North Shore of Chicago.  Whenever anyone mentions Rehabbing we always suggest that they consider a Carlisle wide plank floor.

Lanny Brooks, from Highland Park, IL

Posted on Sep 02, 2008 AT 10:30 PM in (0) Comments

DIY: Hardwood Ash flooring with a stain in VA.

• Posted by
• ChadCassin

Shanon Sterret shares this personal email from her clients in Virginia!

Hi Shanon,
I am sorry to take so long to get back to you.  We have been just crazy busy.  I am sending you some of our photos.  We have a lot more I will send five pictures in each email. We love our floors and we love the look it gives our home.  My hardwood floor installer, AKA my husband Roland, is out of town for another week.  When he gets back we will write our account of the installation process.

Thank you,

Michelle and Roland Hankey

Posted on Sep 02, 2008 AT 03:38 AM in (1) Comments

DIY: Walnut wide plank floor installation in Colorado

• Posted by
• Megan Sprague

Sarah Bergren of our Denver office shares this information and personal letter from her clients Stan and Tracy!

Sarah -
We installed the floors this weekend. They look great. Everyone was impressed with the quality product. Installation went smoothly. I had to leave before we started to apply the oil, but Tracy has been able to get a couple of coats down. It looks like the brochure! Magnifico! You can check out our pictures here:

We’re calling in a friend (professional) to do the stairs in a couple of weeks. Next up, new moulding and casing that we can match to the floors. Your advice is certainly welcome on that topic.

Thanks for helping me get through this. Let me know when you’re coming up to Summit, and we’ll get you in to take a look.

Regards,
Stan and Tracy

Posted on Sep 01, 2008 AT 08:29 PM in (0) Comments