Managing project expectations

• On the day of your project, expect your installation crew to arrive between 8:30am – 10:30am unless otherwise stated. Many variables affect that start time. Please be flexible as we do everything we can to begin and finish your project.
• Before installation begins, check your new flooring to ensure color and style are correct. (Please note there may be minor shade variation between the store sample and the finished product. This is normal. All wood products change color with age and sun exposure.)
• Please make sure the installer has access to heat, power, light, and ventilation.
• If there are pets in the home, they should be secured and kept away from the installation site and the installers’ entrance area. The crew will need to go in and out, and we don’t want your pets to get out or cause a danger to themselves or our team.

• We will need free access to your home, possibly through all doors, to complete the project. We ask that no other contractor be working in the rooms we are trying to update. If our project is a whole house update, we need access to your entire home and no other services or contractor should be working while we are there.
• If we are working in your kitchen for an extended period, please establish a temporary area in some other part of the home to allow your family to make a meal or access snacks and drinks while the work is being done. In most situations, the refrigerator, stove, and oven will not be accessible until work is complete.
• If we are working in your bathroom, showers, toilets, and sinks may not be operational. It may be a few days before you are able to have your toilets reset by a licensed plumber. Please make plans to use other bathrooms and showers in your home, if available. An off-site gym or a neighbor’s home can be a good alternative.
• Noise during the installation process can be very disruptive. Please find other areas in the home or off-site locations to work if you must be uninterrupted.
• Younger and older family members living in the home should stay in rooms away from the construction or leave the home on the day of installation. Expect nails, staples, tack strips, tools, etc. to be lying around during the installation process. These items can cause serious injuries. Everyone present must wear shoes at all times.
• Point out any special conditions (such as stereo wires, security systems, floor heating systems, etc.) to installer(s). These should be discussed prior to installation.
• The temperature in the area where the flooring is to be installed should be between 60 and 75 degrees. The relative humidity should be permanently maintained between 35% and 55%. (This includes before, during, and after installation.) This is especially important for all wood products.

• Squeaks, pops, and movement in the subfloor pertain to the structural integrity of a dwelling. Repairs for such should be performed by a contractor prior to flooring installation.
• Breakable items such as lamps, vases, collectibles, etc. should be removed and secured. China cabinets, hutches, and bookcases need to be emptied.
• Please remove pictures, plates, display art, or anything that is fragile and breakable. Hammering on the floors of your home could disrupt hangings and cause them to fall. Remember areas outside of where our installation team is working. Rooms and areas above, below, or beside the work site could be affected. If work is to be performed in a room above a garage, we recommend removing vehicles and anything of value during the installation process.
• Closets do not need to be completely empty; however, all items need to be removed from the closet floor. Low hanging clothing should be removed.
• Please remove any hanging items which could interfere with the floor installation,
such as drapes or clothing in closets that hang within 24 inches of the floor. Remember, your
installation may create a significant amount of dust and debris. You may prefer to remove all
drapes and clothing to avoid additional laundering post installation.

• Please remove valuables, electronic equipment, computers, laptops, portable devices, speakers, TVs, etc. Heath Flooring Concepts is not liable for items left in the rooms which do not operate properly after our work is complete.
• We will not move personal items such as clothes, shoes, books, papers, storage containers/boxes, jewelry, etc
• If flooring is to be installed in a bedroom, all bed linens should be removed from the bed.
• Determine who will remove and dispose of existing flooring. If you will be removing your flooring, please do so at least one day prior to installation to allow for cleanup and floor preparation. For larger projects, consider renting an on-site waste container. Heath Flooring Concepts can dispose of the flooring you removed for an additional charge. Please discuss before your installation begins. (If you need to salvage your existing flooring, we must be advised prior to installation day. If this is the case, you should plan to remove and store yourself.)
• In some cases, moldings and/or baseboards need to be removed for installation. Additional charges may apply. Molding can be very fragile. Installers will not be responsible for damage or breakage due to dry or brittle wood.
• Urine contaminated or other bio-hazard materials will require additional costs to remove and dispose. In some cases, we are not able to remove or dispose of these materials. Your sales rep will determine whether we can perform this service or not.
• If you have decided to remove existing carpet, be sure to remove all carpet, padding, and staples. (Additional floor prep charges will apply if this is not completed prior to installation day. If new carpet is to be installed and there is no water damage of any kind, tack strip and wall moldings may be left in place.
• Significant dust may be created by removal of existing flooring, countertops, undercutting trim or fireplaces, or sanding of the subfloor and other surfaces. Please cover or remove anything that you want protected from dust or debris. Installers will remove most of the waste products upon departure. You may notice dust, small debris, carpet fibers, etc. at that time. It will be impossible for the installers to restore your home to its pre-installation condition.
• Heath Flooring Concepts can arrange to cover your furniture that will not be moved before installation begins. This is an additional charge and will be listed as a separate line item. This service must be discussed prior to installation day.

• We will attempt to replace furniture to its original place; however, you may need to do some adjusting after we leave. We will do our best to replace your furniture by the end of the day. In some cases, we may need to return the next day to finish. If needed, please make tentative arrangements to sleep in another room, alternate home, or a hotel.
• The new flooring, adhesives, and some of the installation processes may emit temporary odors. These should dissipate rapidly, especially with ventilation, so it’s best to open windows and turn on fans.
• A change in the type of flooring may affect your existing base trim and door jambs. Height differences may be an issue. You may need to contact a carpenter to address repairs around doors and/or to remove and reinstall current base trim as needed.
• If possible, the installer will remove and re-hang hinged doors after the installation. It is the customer’s responsibility to have the doors trimmed if necessary and to raise/lower any trim molding if needed. This includes adjustments to any sliding or bi-fold closet doors.

• Please expect to clean your home to your satisfaction after they leave. We do not provide a cleaning service post installation. We recommend replacing furnace filters and having furnaces serviced after our work is complete. We do not provide duct cleaning after installation.
• A change in your flooring, for example – carpet to hard surfaces – may cause furniture to slide or shift unexpectedly. Please expect this and plan accordingly.
• Most installations will have a small amount of material left over. Leftover material is not returnable. Please make sure you save some of it for future repairs that may be needed. (If you want extra material to keep on hand, please discuss it with your estimator prior to ordering material.)
• Touch-up painting and cleaning to restore your home to its previous state should be expected. Depending on the scope of your project, small repairs to sheetrock or trim (sometimes replacement) may be necessary. Staining, caulking, puttying, etc. may be necessary and are the responsibility of the homeowner. Nail pops from sheetrock may occur. Canned lighting or other fixtures may be loosened. Please have a handyman in mind and coordinate as needed.
• Gas lines and water lines (gas stoves, ice makers, dishwashers, toilets, etc.) must be reconnected/reinstalled by a licensed professional. You should coordinate with an electrician or plumber when we verify installation date(s).
• As installation for your project finishes, we recommend you walk through the job with the lead installer. Please ask questions and be clear on any final details.
• If other projects are completed following our installation (sheetrock work, painting, etc.) and leave dust, debris or overspray, we are not responsible to clean after their completion.
• Please remember that regardless of the product chosen, you are purchasing floor covering. While some resources help us to remedy or reduce existing problems in your home to prepare for the best installation, many foundational issues will still be apparent.
• No matter what type of flooring you choose, characteristics will be noticeable. (This is especially true in natural products such as hardwood and natural stone.) These characteristics are not defects. If you do find an issue, please note that industry standard is defects must be visible six feet away (standing position.) Characteristics that can only be seen while on hands and knees are not considered flaws.
• Please reach out to our team immediately if any problems are noticed.
• Expect an invoice one to two weeks after job completion. (Please allow us time to speak with the installation crew regarding any changes regarding the scope of your job.) Balance is due upon receipt.
• Past due balances will be subject to interest and fees associated with collection procedures.
• If you haven’t yet, please ask for and take note of your manufacturer’s warranty. It’s important that you understand the expectations for maintenance to comply with all requirements. Installation is warrantied for 12 months (one year) from the date of installation. Warranty work will not be performed until entire balance due is paid.
• Residential warranties are not valid for commercial/rental properties.

• If you are removing existing carpet to be replaced, be sure to remove all carpet, padding, and staples. Do not remove undamaged tack strip or wall moldings in the rooms where carpet will be reinstalled.
• Carpet seams are not invisible. Our installers will make the best seam possible but understand you may visually notice it to some degree. Lighting in the room may affect the visibility of the seams.
• Carpet fibers may shed for a while after installation. Vacuuming will reduce their appearance over time.
• Carpet installation requires a large space to lay out and cut carpet. We most often use customers’ driveways. If this will be a problem for your particular project, please advise us prior to installation day. (After installation, you may notice some carpet fibers left in your driveway. Our installers will do their best to remove the bulk of waste, but some follow-up cleaning on your part may be necessary.)
• Carpet backing is abrasive. Installers will take care to avoid damage, but you may notice scuffs on trim or walls that you will be responsible to touch-up with paint after completion of your project.
• Visit HeathFlooring.com and choose the “Information” tab to select Carpet Maintenance and find information to care for your new carpeting.

HARDWOOD, LAMINATE, LVP:

• Shade variation is likely in hardwood products. Each board is unique and accepts stain differently. All wood products “mellow” and change color with age and sun exposure.
• Discuss expectations regarding direction of planks prior to beginning of installation. In some cases, the direction in which hardwood is installed cannot be changed. Make sure you understand if that is the case for your project.
• For hard surface projects, expectations regarding direction of tile or planks should be discussed prior to beginning of installation.
• Have the installer dry rack a portion of the floor so you can see and approve the color variation. There are many different shades and grains within each box, but these variations are normal and add to the beauty of wood floors. It is impractical to pull individual boards or ask that certain planks be placed in certain spaces. To do so would be time prohibitive. Installers are trained to pay attention to the overall result.
• Relative humidity must be permanently maintained between 35% and 55% before, during and after installation.
• Felt pads should be placed on the feet of all furniture to protect your floors.
• We encourage the use of rugs at doorways and in heavy traffic areas to ensure long lasting beauty for your floors.
• When vacuuming, use a tool approved for use on hard surfaces and avoid vacuums with a beater bar.
• Visit HeathFlooring.com and choose the “Information” tab to select Hardwood, Laminate, or Vinyl Maintenance and find information to care for your new flooring.

SITE FINISHING & REFINISHING:

• In most cases, stain selection should be made prior to project day. Colors may be mixed to achieve desired custom looks.
• When applying darker stain colors, an alcohol treatment may be necessary to allow the stain to penetrate the wood and achieve the deeper colors. There is a nominal charge for this process.
• It is impossible to “match” existing site finished wood to new site finished wood. We will do everything possible to best coordinate the colors to give you the desired result.
• Drying time can be affected by different conditions including weather and the climate of your home. Please be flexible regarding the timing of being able to walk on your floor. Typical drying time after the last coat is 24 to 48 hours. You should only be on the floors in socks (no shoes) until the floors have completely cured.
• Remember that sand and finishing creates significant noise, dust, and residual mess. Although our installers take great care to avoid damage, scuffs on risers, molding, etc. may occur.
• The charge for furniture moving for hardwood finishing is typically higher than other installation projects. Removing and replacing furniture requires additional manpower and another site visit. You will need to provide a place to store furniture such as an adequate space in a garage or other room, or a storage pod during the entire sand and finishing process.
• Visit HeathFlooring.com and choose the “Information” tab to select Hardwood Maintenance and find information to care for your newly finished hardwood flooring.

TILE & STONE:

• Ceramic/Porcelain Tile and Natural Stone projects have many variables. Timetables can be tricky to estimate. Please be flexible when scheduling these projects.
• Depending on the condition of the subfloor, your tile installation may require an anti-fracture membrane to prevent cracking in the future. Unless originally quoted, this is an additional fee.
• For these projects, expectations regarding direction of tile or specific patterns should be discussed prior to beginning of installation. Due to the intensity of labor required, patterned installation will require additional charges.
• It is impractical to expect installers to sift through individual tiles/stones to install in a certain way. Tile will be installed randomly as boxed. If you desire a more customized look that would require that, please discuss with your sales rep prior to installation for an accurate proposal.
• After completion of your project, you may notice a film or “grout haze” on your floor or wall. Your installers try to remove as much as possible but expect to clean with a sponge and warm water a couple of times to completely remove the haze.
• Porcelain and ceramic tiles with crackled finish, natural stone, and grout need to be sealed post installation. You will be responsible for this process. Please wait at least 48 hours to allow the grout to completely cure. Grout should be sealed every 12 to 18 months to ensure your floors and walls maintain their beauty for many years to come. Areas exposed to water need to be caulked regularly to avoid water damage.
• Visit HeathFlooring.com and choose the “Information” tab to select Tile Maintenance and Stone Maintenance to find information to care for your tile and stone flooring.