We did a new floor in our townhouse. Diverse found us the right laminate, and the price was great.
We had our own installer, and so we paid for the material in advance. We were very pleased that Diverse could store our laminate in their warehouse at no cost.
Our own installer later backed out and we asked Diverse to do the install. Shawn came and re-measured. He told us that our floor would need to be leveled, but he could only give us a rough estimate until our old floor was removed. Nonetheless, we proceeded with the process and in April we booked the floor preparation and installation for late July and early August.
Two weeks before the install date, we had a scheduling hiccup with the electrical inspection, and communication with Diverse at this time became problematic. I called the store to see about pushing things back a few days, and the woman on the phone said that she could reschedule the floor prep, but the installation date was going to be a problem. Shawn, though, was out of town and no-one else could help.
A few days later, after leaving a message for Shawn and exchanging emails, he emailed to say that the installer was booked for us. It all looked good. Then I got an email with the original date for the floor preparation, even though those dates had already been changed. It took a few emails back and forth to sort that out.
On the scheduled day, Kevin arrived to do the floor prep. After assessing the amount of work to be done, Kevin called Shawn, who then called me to say that it would be $3225 to make the floor level enough to install the laminate. This was for about 600 square feet, and was higher than expected. The work was necessary, though, and I paid the invoice in advance.
The floor prep went ahead but during the process, Kevin didn't tape up the perimeter properly, leading to a river of leveling compound flowing into laundry room in the basement. Kevin helped clean it up and there was no lasting damage, other than some ceiling drywall being torn down in the laundry room.
Kevin took two days to finish the prep, and we continued with the renovations.
The week prior to installation of the laminate, I got a voice-mail from Todd at Diverse, confirming the dates for the installation. Unfortunately, his dates were a week later than we had agreed upon. I called him immediately, and he told me that Shawn was on holidays and had asked Todd to call us to confirm. I did not understand why the dates had changed, and Todd said that he would call Shawn and get back to me. It turns out that the heatwave in August had slowed down their installers, and that they were not going to be available until that later date. We didn't have a choice, and had to reschedule some other things. It wasn't a big deal really, but the communication was unnecessarily confusing and stressful.
On the day of the installation, Ziggy the installer walked in and said almost immediately that the floor preparation was unacceptable. Apparently, Kevin's work was not good enough and Ziggy would need to add more leveling compound, which would add a day to the job.
They did the work well, but in the process, Ziggy didn't tape the perimeter at all, and leveling compound flowed down inside an interior wall and into my workshop area. We didn't notice it soon enough,and it hardened onto our basement floor. Thankfully, Ziggy came back that evening and chipped it all out. The new level also meant that our fireplace tiles are not even with the floor.
To be honest, these problems don't affect the quality of the floor. The floor is beautiful and level, the baseboard is very well done and we are very happy with the final product. The whole process, though, could have been less stressful, and less "muddy." At no time did anyone come to check the work of the installers, and their communication wasn't great.
If you go with Diverse, ask that they don't send Kevin, and ask the floor prep guy to double-check his taping. They do have nice product, though, and the initial price was good.
We give them 3.5 stars.