Urban Customs

Reading other recent reviews of Heath and Rachel at Urban Customs not finishing jobs, and coming up with strange excuses not to finish a job is very familiar as this is exactly what happened to me. Please read below and BE VERY CAREFUL IF YOU DECIDE TO WORK WITH THIS DISHONEST COMPANY. Also see my "note" at the bottom regarding fraudulent advertising and the BBB... I spent a great deal of time researching local flooring contractors who specialize in refinishing hardwood floors. After both Rachel and Heath visited my project site, they were confident that they could both improve the existing engineered hardwood and match new planks to the old floor if I was able to find the same material. I searched everywhere and was able to purchase just what we needed. Additionally, Heath was very insistent that I complete all other work in the house before he returned to install the new flooring and refinish the existing floors. My other contractors and painters took great care to protect the floors while they worked, and after finishing their work as planned, the existing floors looked nearly identical to when we began. When Heath returned on the day we scheduled to begin the work, he suddenly decided that he no longer wanted to do the job. Furthermore, he said the whole plan was a terrible idea, and the only option he would recommend was to tear out all floors and put in vinyl plank. If I was going to pursue this option, I would have been able to choose from hundreds of local companies who only do new vinyl plank installs, and would not have waited till the end of my project to have Urban Customs perform the refinishing they agreed to. While I spent a couple days trying to decide what new course of action to take, and get additional flooring installation bids (now that my plans were completely up in the air), Heath spent about 15 minutes in the home spraying one room to prepare for flooring and removed a couple pieces of old flooring. I ultimately decided to discontinue with Urban Customs and I let Heath know the same, as he had changed his mind by the time it was his turn to work on the refinishing job we discussed and agreed to months ago (and I had already paid my deposit for the same). What happened next was ABSOLUTELY SHOCKING... when Heath responded that night, he decided that I owed him $529.84 for the 15 minutes he spent preparing to install floors!!! No floors were actually installed, and the INSANE cost to spray for a couple minutes and remove a couple pieces of old floor were NEVER discussed with me, and if they were, I would have definitely found another company to complete this work! That comes out to nearly $2000/hr in labor!!! This money has been unfairly deducted from my deposit, and I have absolutely no recourse as this fraudulent and greedy local company has completely screwed me and essentially derailed my remodeling plans. Note: While going back and reviewing other reviews and supposed credentials/accreditations of Urban Customs, I noticed that quite a bit of their websites and even their original estimate and contract (which they decided to back out of) list them as a Better Business Bureau (BBB) Accredited Business. If you take a quick trip over to the BBB website, you will see quite clearly: "Urban Customs, Flooring Contractors -- NOT BBB ACCREDITED". BEWARE IF YOU WORK WITH THEM GIVEN THESE DISHONEST BUSINESS PRACTICES AND ADVERTISING. UPDATED AS OF 08/13/2022: A very shocking update to my prior post.... I discovered just hours ago that Urban Customs has decided to STEAL my original deposit of several thousand dollars. Yes... STEAL. Keep in mind, no actual flooring was installed as detailed in my main review, due to Heath changing his mind about refinishing my hardwood floors spontaneously. Apparently he does not want other customers to read my in-depth review of what happened, and Heath is holding my deposit money for RANSOM (which he previously promised to return). He has stated that he will only return it if I take down the truthful, albeit quite negative, reviews I have posted AND sign some mystery document, which is very very suspicious and shady. While I am not in a position to lose thousands of dollars, it is more important to make this valuable information available to others in the greater Phoenix area so they can avoid having to deal with this absolutely criminal behavior that Heath and Rachel at Urban Customs engage in. I want everyone to be aware that this is the type of "business" they run, and any cent you may decide to pay them, you may never see again, nor will you necessarily get the services you think you are paying for. I will be taking them to small claims court following this unbelievable experience, as well as other protective measures to ensure they cannot continue to cheat, threaten, and rip off others.

Very well! We have been using Urban Customs for a few years now and they are a great company to deal with and their quality of work is excellent! Would highly recommend.

Perfect! Great job done. Very pleased.

very well cleaned up

GREAT!!! I would use him again and already provided him some referrals.

It went so great!!! They did an awesome job!!! They were also very professional & affordable!!! I give urban customs A+++

Heath came out to give me an estimate the same day I called the office. A week later Heath came to our house to complete the job. Work was performed in an efficient and professional manner. I would highly recommend Urban Customs for your flooring projects.

From start to finish Rachel and her team were a pleasure to work with. We spoke on multiple occasions, they helped us pick flooring that would work for our needs, provided a fair and timely quote. They completed the job early and we are very happy with our new floors. Would recommend.

It all went well.

They removed our old flooring and replaced it. The job was done in a timely and efficient manner. I would highly recommend them for any home improvement.

Highly recommend Urban Customs! Professional Considerate Efficient Knowledgeable Kid-friendly Went above and beyond to make sure we were happy floors and service. There is not enough nice words in the world to say about this company!

It was great, I was completely satisfied.

Urban did an outstanding job with my floors, and I plan to rehire them for an additional job.

What they did far exceeded my expectation. Wonderful to work with, easy to communicate with. The work with how I want.

I can't say enough about them, they were great. They were very professional. on time, did exactly what they said they would do. The work was beautiful. They were nice and friendly. I feel like I was in good hands.

Fantastic, absolutely perfect.

Everyone loves it! This is the finishing touch that the house needed. Helped move all the furniture in the areas getting new floors.