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References

Client References

Hey Mr. Johnston:
Just wanted to update you on the carpet … Mohawk finally agreed to replace the carpet and it was completed yesterday. Thou I must say much of my success came from Debbie Osborne (Lowes) and her persistence in helping me to achieve this goal. I appreciate your input and speaking with her as well. Thank you for your part and I hope all is going well for you. ~ Barbara Lambdin, Holly Springs

My lawyer and I both agree, Great report! Thank you so much. Jack Bond, Daniels, WV

Thanks Steve for always quickly responding and the great service. You will be our “go to” guy for future floor inspections. Thanks!
Danny Rogers, Paul Davis (Rock Hill, SC)

Steve
Thank you for the report. But if you make a conclusion like this report you have already validated the claim (which is great) I just don’t need a sample if you can validate it. I get so many samples it’s always easier to get one less. Of course if it is a decline it is best to send one because I will end up testing it. Thank you Steve.
Thank you,
Dolly Thompson

Steve,

I cannot thank you enough for this!

I am so appreciative to have reached an honest and helpful person which is rare it seems. All I’ve dealt with since my parents’ deaths are quite the opposite (not caring at all that they are robbing me of my life), and having been far too overprotected all my life, it is overwhelming dealing with it all alone.

Thank you so much. Win or lose, you have made a difference in my faith and strength! Thank you.

I’ll get in touch later this week.
Sharon Rhea
Sharon Rhea Ford
Thanks Steve. Great report and details. I will get with Tony to determine next steps.
Regards,
Mike Huckeba – AINS, AIC
Regional Network Manager – Southeast
I just reviewed the reports and photos. Great information!! Thank you for your help!
Jill Platt |Claims Examiner | Risk Management |Lowes

Steve,

Gary and I wanted to Thank you once again for coming to our home on August 13,2018 to inspect our hardwood flooring. We are so appreciative of the extra time you spent with us, not only examining our floors, but also explaining why we have been experiencing ongoing problems with our floors/subfloors. We would also like to Thank you for providing us with such a detailed report (with photos). All of this information will help us with builder accountability! Thank you Steve!

Gary and Claudia Andrews

Thank you for all the detail. This is very helpful. I will be discussing this with our management staff and our legal department on Wednesday. If I have follow-up questions, I will call you directly.\
Thank you so much for your prompt report.
Andrea Petrey
QA/ Compliance Specialist
Innovation Group

Steve,
Thanks for the very timely and detailed inspection report. All I can say is “WOW”. I did speak with the attorney you recommended and found out some of the costs I can’t recover if I sue the retailer including her fees. I can recover the cost to replace the floors and your inspection fee. Might have to take this through small claims court to avoid attorney fees, but this report will be more than enough to show the court the floors failed due to installer error. Thanks again for your promptness getting the inspection done and report sent with LOTS of pictures to back everything up.
David Hylton

Thanks for the very detailed report Steve
I was able to review it in-depth and feel that you did a great job in capturing our concerns and it appears that you noted many additional problems that we either overlooked or did not know of those to be problems as you have pointed out.
Thanks for the detailed and thorough report Steve,

Steve Klingensmith and Dawn Hill

Thank you, Steve. We received the paid invoice, the zip file, and the report. We We also appreciate your guidance and the time you took to educate and inform us.
Kind regards,
Cynthia Redwine

Thank you so much for your speedy attention to both of our customers.
Have a great day!
Angel Hugee, Wakefield Flooring

Thank you Steven…this was a very well-written report.
Thank You,
Kristin Stanley, Claims Analyst II-Mohawk Industries

Steve,
Thank you for being so thorough in your process. Am I able to share these documents (both), in their original form, with the homeowner in an effort to prove the case that his floors are within manufacturers specs and do not require any further consideration?…
Thanks again. It was a pleasure working with you.
Jeff Conger, Chelsea Building Group

Hi Steve,
Thank you so much for providing a legitimate, professional inspection. Your report accurately describes the history and remainder of your report professionally and clearly explain your findings. Thank you for including the Morningstar installation guidelines. After the second installation, I had repeatedly asked Lumber Liquidators for the manufacturer’s warranty. These guidelines are probably included in that document. They repeated denied or ignored my requests. Now, I see why.
I go to talk to an attorney next week. She will draft a demand letter. If Lumber Liquidators or Watson do not agree to pay the demands I outline in my letter, I may contact you again, regarding your expert witness testimony.
Many thanks,
Kim Erland

Steve,
That’s great work. Thank you for all your help.
Joseph Ward McMurray, Attorney at Law

Got it Steve. Thank you for the amazingly quick turnaround. That is impressive and much appreciated.
Danny Rogers, Paul Davis Restoration (Rock Hill, SC)

Thank you. You did a great job very detailed.

Thank you, Dana Worley
CFS Corporate
Customer Service Representative

Steve:
Thank you for a detailed report. You are an asset to this industry, and again, your professionalism speaks volumes.
Dr. Gary Klein

Check headed your way! Thank you so much for your help! As always , your reports are thorough and clear.
Thank you!
Jill Platt |Claims Examiner | Risk Management

Steve,

Thank you so much for helping me out!

Corrinda Bell
Lowes Executive Customer Relations

Steve, thanks for getting the inspection & inspection report done so quickly!!
Cheryl Bowman, Mohawk Claims

Steve,
Thank you so much for the great detail and information. Your work is appreciated.
Megan Cross, Mohawk Claims

You Are the best, thank you
Crystal James
Claims Coordinator | Mullican Flooring

Thank you Steve. You are the BEST!
Sandra Keziah, Spangler Restoration

Steve –

I wanted to apologize while you were here, but didn’t think it was appropriate in front of everyone.

There has been a lot that was not communicated to us, or communicated very poorly. For instance; we were not informed that XXXXX XXXXX from XXXXX (Builder’s Warranty Company) would be at the arbitration today. I also have an email from XXXXXX XXXXXX (builder) stating that he was working with you to schedule your time at the arbitration. The latter painted a picture that all involved were aligning against us, the homeowner. I realize now that wasn’t the case.

I’d like to apologize if I’ve directed any angst toward you. Thank you for partaking in the process and helping find the cure of our floors.

Thanks
The Ramseys

Steve,
Thank you very much for such a quick report on this! Very detailed! Much appreciated!!
Thank You,
Keisha Watts, Claims Analyst I-Mohawk Industries

Hi Steven,
You were kind enough to come out to my home in Randleman and inspect the carpet and return it to Mohawk. Thanks to you and the superior work you did, Mohawk has agreed to replace my carpet (all 200 sq yds).
Thanks so much!
Denise Saunders

Good afternoon Mr. Johnston
This is Debbie Joyner, you came and inspected our floors almost 3 weeks ago (I think). With this virus thing time just seems to be crawling for all of us. Chris at A&B Flooring said he had not received a copy of the report and would call me as soon as he did. My floors are much worse than they were when you came so I really want to get this show on the road as they say.
My husband and want you to know it was a pleasure having you inspect the floors and talking with you. You are not only obviously are excellent at what you do but you also put your clients at ease and have a personable personality. That is rare these days.
Respectfully,
Debra Joyner

You do an awesome job, your work is one that all carpet inspectors should strive to work like. I appreciate you sharing all w/ us. I will get you more work as soon as I can, will you be attending the NICFI Dinner? If so I’ll see you there.
Thanks
Renee L Henderson, Southwind Claims Manager

Steve,
Thank you very much for such a thorough report. I’ve been on the road this week and will be in Hampton Roads tomorrow. I will forward your invoice so that you can get paid.
Thanks again!
Charlie Hedrick
SFPSP Field Specialist
Mid-Atlantic Zone
PH: 804-382-0619
charlie.hedrick.cup3@statefarm.com

The manufacturer agreed to pay labor and materials on the Garber Church claim. Thanks for knowing what you are doing!
David Eckberg
Carpet One floor & Home

Steve:
We did resolve our floor issue today and we did also get reimbursed for your fee. Thank you for your help.
Paul and Christy Schwartzott-Mooresville

Thank you for the great service.
Regards,

Carl Mattingly | Technical Services Director
Galleher LLC

Steve,
You are the man, they caved. Going to redo all the floors and replace the wood in the affected area, with the vendor of my choice J I owe you one!! I will want you to pay you to come out and inspect the floors during the work phase to ensure they are being done to industry standards!
Only caveat is Allied would like me to bid out two vendors (actually said your recommendations), hopefully they are the same rates! Can you please provide 2 contractors that you would provide a reference for to come out and fix and refinish our floors and stairway ~2,000ft2? Thanks so much for all your help!
Regards,
James E. Stoll
Director, Financial Planning & Analysis

This is the most detailed report I have had in 14 years. Thank you.
Marci McElroy, Claims Administrator
ABRAHAMLINC

Thank you very much Steve. Great job! The photos were excellent. I’ll let you know if Don has any questions.

Thank you very much.

Mary Pennington
Team of Flooring Inspectors

Steve,
You should add prophet to your title and resume. You’ve been right about everything Steve. We’ve been trying to acclimate the new hardwoods and just can’t get to a comfortable ratio, right now it’s about 4% but we also don’t trust the existing OSB subfloor so we are removing it and installing Advantech. The existing OSB is flaking and has no holding power and there is too much deflection. The subfloor had to have been saturated and we’ve been able to poke right through it with a crowbar in many places. We’re still fighting with the builder and will hopefully come to a settlement of the complaint.
After fixing the house we decided to sell it and it’s closing today. I wanted to thank you for helping me. You were right about the problems and the ultimate remedy. The floors and the new subfloor are performing as they should have when we bought the house. If you ever need a reference then feel free to contact me. Thanks again!
Best Regards,
Chuck Pergason

Our company, Creative Flooring Solutions, LLC, a flooring installation company, has been relying on Steve Johnston of A-1 First Impressions Inspections & Consulting since 2011. In our experience, his work is the most unbiased and reliable in this field. He is very attentive to what the customers concerns are with the flooring and makes sure to ask the customer and end user exactly what the concerns are. Usually Steve is doing an inspection after the manufacture has sent their “inspector” out. On most occasions the end user points out “things” that Steve does during his inspection that the manufacture “inspector” never did. Some of these “things” can be as simple as asking what the concern is with the floor or even spending more than 5 minutes on site.

Steve is good about putting the end user at ease while the inspection is going on. He also explains not only to us but also to our customer, what he is doing step by step throughout the inspection process. Remember we are hiring a complete “stranger” to “invade” our customers’ home so we greatly appreciate Steve’s ability to put our customers at ease while he is there. Steve is extremely knowledgeable about flooring. One of the best qualities about him is that he is willing and wants to share the knowledge he’s learned over the years with installers and even with the homeowners.

There have been many occasions where we or even my subcontractors have called or emailed him just to ask a question or an opinion about an install before we installed a floor. Steve is a busy man, but always finds time to answer a question. Usually, we have an answer by the end of the day. A lot of times he responds within the first couple of hours. Steve’s reports are unbiased and reliable because that is his true job. You cannot “buy” a report from Steve and we greatly respect that. We know of other inspectors we could go to and “buy” a report in our favor, but that is not what our company is looking for. We want to know when an issue is truly our fault so we can learn from our mistakes and improve upon them.

We also want to know when an issue really is manufacture or homeowner related. If an issue is found to be manufacture related Steve will stand behind his report. To get an issue resolved, I know Steve would be willing to stand up in court with his report in hand and help “argue” the case as long as it really was a manufacturing/product issue.

A-1 First Impressions Inspections & Consulting is not going to be the cheapest company to hire, but you should not be “price shopping” when you are looking to get a true and honest inspection from someone who is as knowledgeable and reliable as Steve. Like everything else in the world we live in you can probably find someone who will do it cheaper, but that person probably will not be inspecting correctly, and once they are paid they will probably disappear. I can assure you Steve will not disappear once he’s been paid. As mentioned above he is always available to answer questions even if it’s not from one of his inspection reports. If you are looking to have an independent inspection done you will get top quality customer service that is honest and knowledge from Steve at A-1 First Impressions Inspections & Consulting.

Travis & Nikki Brown
Creative Flooring Solutions, LLC

I had a very positive experience with Steve. I hired him as a flooring inspector when my downstairs hardwood floors started to separate from the subfloor. Steve came to my house in a timely manner and produced a very thorough report in a short amount of time. I was involved in a protracted lawsuit and Steve stuck with me as it dragged on. He served as a witness at the trial. His testimony was detailed and thorough, and instrumental in helping me to win my case against a large flooring retailer. I found Steve to be not just knowledgeable, but honest and reputable as well.
Leah Campbell, Cary, NC

Piedmont Floors has and will continue to use Steve Johnston for independent flooring inspections. His pursuit for the true and unbiased reasons for a floor failure are second to none. We have use him as a second opinion to confirm the previous inspection findings as true and accurate. Some of these inspections have resulted in a favorable overturn for the consumer and Piedmont Floors while some haven’t. But, when he states his findings, Piedmont Floors knows that whatever is found, it’s honest and unbiased. We would recommend his services to any consumer or flooring store that is in need of an honest inspection.
Charles Snider, President
Piedmont Floors
2011 Enterprise Drive
Forest, VA 24551
434-316-5985
Piedmontfloor.com

Good morning Steve,
Up before the chickens again I see……I hope you have a blessed day!!!
I was in a meeting yesterday and hope you don’t mind but I used your 2 LVT inspections that you did for us as the prime example of a well written and thoroughly examined inspection. I also advised if our company (I) needs to hire an inspector on the east coast that you will be the only one hired.
Deb Grant, Claims Manager
Best Buy Flooring/Marquis Industries

We cannot say enough positive things above Steve Johnston. He is thorough, knowledgeable, methodical, extremely well organized, and ethical in his approach regarding investigating carpet manufacturing and installation issues. We would easily recommend him as a qualified expert, and as a independent inspector who will provide the truth no matter where it leads.
Herman L. Sigmond, Myrtle Beach, SC

Hi Steve,
We installed a high-end wool carpet in our home. It was the most expensive carpet we’ve ever purchased. Since this was our retirement home, we decided it was worth the cost considering its environmental friendliness, lasting wear-ability and sustainability. Immediately post install, we were shocked to find the new carpet was covered with bearding and fuzz and the seam was a line of fuzz across the middle of our floor. We were told this was normal for wool carpet. Although, it wasn’t normal for any wool carpets we’ve had in the past. The bearding and fuzzing became excessive within weeks of our minimal living on it. Upon our persistence, the retailer sent an inspector to our home who determined after laboratory testing that the carpet was defective. It failed several tests.
The manufacturer did not accept this inspection and sent their own inspector. He hardly looked at the carpet or asked any questions. When I shared the previous laboratory tests with him, he ignored them. His report came back putting the blame on the installation with no mention of the failed lab tests. He offered to come back and shear the fuzz which was not going to fix the root cause. We needed peace of mind on this carpet for which we paid over $11,000.
So, we decided it was in our best interest to have an independent inspection. Through an internet search I found Steve Johnson. When I called him he spent an hour talking to me on the phone. He was genuinely interested and listened intently. He shared with me his background and his impressive training and certifications. Although he is located several hours away, he agreed to do our inspection.
When he arrived at our home he was very prompt, respectful and professional. He was extremely thorough with his inspection. His immediate observations validated that we had valid issues with this carpet. He took many pictures and left with samples of the carpet which he submitted for more lab tests. He returned his inspection report promptly which validated without a doubt that the carpet was defective.
Based on his inspection, the manufacturer granted us a complete replacement and installation for the carpet and refunded us the cost of Steve’s inspection. I would absolutely recommend Steve. And I would absolutely recommend an independent inspection. Thanks to Steve’s expert inspection and his credibility, our situation was made right. Steve has remained in contact with us asking for updates on the progress of our replacement. Today I can say that we have the carpet we paid for thanks for Steve. It was our experience that these matters are not taken seriously by the retailer or the manufacturer. They basically tried to sweep it under the rug (no pun intended). Had we not been persistent, they would have neither stood behind their product nor customer satisfaction. I encourage anyone with a similar situation to be your own advocate because no one else will. It took 14 months after the initial install until our replacement carpet was installed. Many of those months were going back and forth with the retailer and manufacturer. Once they received Steve’s inspection report, we received prompt attention. Thank you, Steve!
Good news…The retailer finally got in touch with me 3-4 weeks ago regarding the Inspection. He said the manufacturer agrees to give us full credit to replace the carpet with another from the same company. He, the retailer, said he will install at no charge. Including reimbursement for the inspection. I had to wait until the retailer received the new samples from the manufacturer to pick something out. Same old, same old…Well, as it goes, they continue to drag their feet. Still waiting for the new samples. As of yesterday, they are being shipped. We’ll see.
Thanks to you, your inspection is getting us closer to resolution. Wishing you and your family a blessed holiday Season.
Regards,
Patty E-Pawleys Island

Steve
You may include me on the list of people that likes your reports and service and do not mind paying extra for travel if needed. Your reports are so much more thorough and well written; it makes handling a warranty claim so much easier, faster, and written in a way the customer can understand the report and findings.
Tim Jackson, Claims Analyst
Royalty Carpets

Hello Steve,
I wanted to let you know that Shaw confirmed with my builder that the carpet needs to be replaced. The builder is in the process of coordinating shipment of the new carpet & working with me for replacement & floor repair work
Thanks again for your service and recommendation to stand my ground.
Joan Been, Harrisburg, NC

Thanks for your integrity! We are fully aware of what some of these inspection companies are doing and it seems to get worse every year. We do understand that some claims will fall back on installer error it is common for them miss a step from time to time but it is nice to know that we will have a unbiased and unaltered inspection report with you.
Thanks,
Joshua Doss, Aaron’s Floor Covering

Thanks Steve for always quickly responding and the great service. You will be our “go to” guy for future floor inspections. Thanks!
Danny Rogers, Owner & Jeremy Reynolds, Senior Project Manager
Paul Davis Restoration & Remodeling
Rock Hill, SC 29732

Hi Steve, Gary and I wanted to Thank you once again for coming to our home on August 13,2018 to inspect our hardwood flooring. We are so appreciative of the extra time you spent with us, not only examining our floors, but also explaining why we have been experiencing ongoing problems with our floors/subfloors. We would also like to Thank you for providing us with such a detailed report (with photos). All of this information will help us with builder accountability! Thank you Steve! Gary and Claudia Andrews

Thank you. You did a great job very detailed. Thank you,
Dana Worley, Customer Service Representative
CFS Corporate

Steve:
Thank you for a detailed report. You are an asset to this industry, and again, your professionalism speaks volumes.
Dr. Gary Klein, Waxhaw, NC

Hi Steven,
You were kind enough to come out to my home in Randleman and inspect the carpet and return it to Mohawk. Thanks to you and the superior work you did, Mohawk has agreed to replace my carpet (all 200 sq yds).
Thanks so much!
Denise Saunders, Randleman, NC

Steve,
Thank you very much for such a quick report on this! Very detailed! Much appreciated!!
Thank You,
Keisha Watts, Claims Analyst I
Mohawk Industries

Thank you Steve. You are the BEST!
Sandra Keziah, Project Manager
Spangler Restoration

Hey Steve –
Wanted to thank you again for taking time to assist on my floors. I appreciate your expertise, quick response time and willingness to come to my house at 7am!! Fingers crossed for a positive reponse from the lab.
Kevin Johnson, Wilmington, NC

Steve,
Your input has definitely helped us to understand the levels of floor inspection. It clearly shows you are the inspector we want and need to use.
Susan and Norm Cosand, Concord, NC

Thanks again, Steve. Truly appreciate your professional opinion and work you did on this claim.
Thank you,
Keri WEEKS
Claims Supervisor

Steve,
Great report.
Thank You,
Darlene Smith, Senior Claim Analyst II
Mohawk Industries, Inc

You’re awesome steve!
Megan Cross, Claims Analyst II
Mohawk Industries

Steve,
The case settled, confidentially, today, very successfully for Costen Floors, due, in large part, to your outstanding work. It took some time, but Florida Tile finally began to recognize the problems they had.
Thank you again.

JOHN R. OWEN, Attorney