Diamond Certified Company Report

Baila Floors

Diamond Certified Company Report

Baila Floors

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 20 VERIFIED CUSTOMERS i

C.I.S.

VERIFIED Baila Floors CUSTOMER

1 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very professional. I have always received good work from them. I have used them quite a few times.

When they say they are going to be here, they get the work done, and they are gone.

N.D.

VERIFIED Baila Floors CUSTOMER

2 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very professional, they do high quality work, and they are punctual to the jobsite. They are a great business to work with.

They are easy to work with.

P.S.

VERIFIED Baila Floors CUSTOMER

3 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

Easy to work with, and I know their products, so it is easy for me. They are right nearby, so it is super convenient.

They are close by. My experience was good, and I will use them again.

Read All 20 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Michael Pinnock, President

Baila Floors is a full-service flooring contrac­tor that serves residential and commercial clients throughout the Greater Bay Area. The company works with each client to identify their specific needs, design objectives and flooring performance goals. Once those are identified, options are presented to help the client make their space personalized and custom. Baila Floors sells and installs carpet, hardwood, laminate, luxury vinyl tile (LVT), wool carpet, eco-friendly flooring options, and sheet vinyl.

President Michael Pinnock credits much of Baila Floors’ success to its emphasis on customer service in every aspect of its operations. “We partner with our clients and guide them through the entire flooring process, from the initial consultation to the finishing touches,” he says. “We truly enjoy what we do, and that comes through in the inter­actions we have with our customers.”

Baila Floors carries products from many industry-leading manufacturers, including Mohawk, Armstrong, Mannington, Kraus, Masland, Godfrey Hirst and Beaulieu. “We also carry products from some of the smaller boutique vendors, so our customers have a lot of options to choose from,” says Mr. Pinnock. “Whatever they have in mind for their floors, we can help them make it a reality.”

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Baila Floors

COMPANY CONTACT
Service AREA

The Greater Bay Area

SERVICES PERFORMED

Hardwood, Laminate & Vinyl Tile Flooring Installation
Carpet Installation

BRANDS Supported
  • Mannington

  • Mohawk

  • Armstrong

  • Mohawk Laminate Flooring

  • Columbia Flooring Originals

  • Tarkett

  • Beaulieu

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Baila Floors

A recent flooring installation project by Baila Floors

Company Profile

Baila Floors is a full-service flooring contrac­tor that serves residential and commercial clients throughout the Greater Bay Area. The company works with each client to identify their specific needs, design objectives and flooring performance goals. Once those are identified, options are presented to help the client make their space personalized and custom. Baila Floors sells and installs carpet, hardwood, laminate, luxury vinyl tile (LVT), wool carpet, eco-friendly flooring options, and sheet vinyl.

President Michael Pinnock credits much of Baila Floors’ success to its emphasis on customer service in every aspect of its operations. “We partner with our clients and guide them through the entire flooring process, from the initial consultation to the finishing touches,” he says. “We truly enjoy what we do, and that comes through in the inter­actions we have with our customers.”

Baila Floors carries products from many industry-leading manufacturers, including Mohawk, Armstrong, Mannington, Kraus, Masland, Godfrey Hirst and Beaulieu. “We also carry products from some of the smaller boutique vendors, so our customers have a lot of options to choose from,” says Mr. Pinnock. “Whatever they have in mind for their floors, we can help them make it a reality.”

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Company Philosophy

"Our goal is to build long-term relationships with our clients, and we're able to accomplish that by matching them with flooring that meets their needs, fits their budgets, and sets the style in their homes. Ultimately, we want to ensure each customer has a positive experience every step of the way."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for flooring companies that have earned the prestigious Diamond Certified award. For Baila Floors, the best way to ensure its customers are satisfied is to deliver the kind of quality service that leaves a lasting impression. “Even when we’re doing smaller jobs, we’re thinking about the long term,” says President Michael Pinnock. “Our hope is that when it comes time for our clients to do large home renovations, they’ll think of us first. That’s why we always try to leave a great impression by providing the best possible services, products and experiences.”

Baila Floors has been providing and installing carpet, hardwood, laminate, luxury vinyl tile (LVT), wool carpet, eco-friendly flooring options, and sheet vinyl for residential and commercial clients throughout the Greater Bay Area since 2009. The company begins each job by determining the client’s design objectives and flooring performance goals, and once those are identified, it presents options to help the client customize their space.

Unlike flooring contractors that take an “assembly line” approach to every project, Baila Floors focuses on the details of its clients’ jobs and helps them make decisions that benefit them in the long term. “We work with our clients in a consulting capacity rather than giving them sales pitches,” says Mr. Pinnock. “We take the time to explain things and make sure they fully understand their options. That way, regardless of the products they choose, they have all the information they need to make educated decisions.”

Another distinguishing attribute of Baila Floors is its rigorous approach to quality control. “Some flooring contractors will just install a floor and leave it at that, but we carefully monitor quality at every phase of the process,” says Mr. Pinnock. “In addition to doing an initial walkthrough of the jobsite, we do a walkthrough after the installation is complete to double-check the quality. If there are any issues, we can address them and make sure everything is perfect before the client sees it.”

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Industry Info

Proper installation and maintenance are crucial for ensuring your hardwood floor lasts a lifetime. These days, there are many engineered wood flooring products that are durable, customizable and virtually maintenance-free. However, when it comes to time-tested longevity, natural hardwood flooring is the undisputed champion. “A properly installed hardwood floor should last a lifetime,” says Michael Pinnock, president of Baila Floors in Palo Alto. “I often see a flooring product known as a ‘5/16 top nail floor.’ These floors have been installed in homes since the 1930s, and many are still in great shape today. With this in mind, there’s no reason a hardwood floor that’s installed today shouldn’t provide the same longevity, especially since modern finishing techniques are superior to the old ways.”

Even better, Mr. Pinnock says if you eventually decide you want a different look, you can achieve this by refinishing, which won’t compromise the integrity of the floor. However, he cautions that in order to get the maximum longevity from your hardwood floor, proper installation and upkeep are critical. “A hardwood floor has to be installed correctly if it’s going to last, and the homeowner needs to follow the manufacturer’s recommendations for cleaning and maintenance,” he says. “Otherwise, the floor will have problems and may fail prematurely.”

When choosing new carpet for your home, consider the effects of UV light.
“Most modern windows have some kind of UV protection, but you should still be mindful of the effects of sunlight when choosing a carpet product,” says Mr. Pinnock. “Every carpet type wears differently, so it’s a good idea to educate yourself about the various products and how they perform. Nylon is the best in terms of wear-resistance, followed by wool, but both of those products are fairly expensive, so they may not be realistic choices if you’re on a limited budget. Polyester is a good product, but it doesn’t provide the same durability as nylon or wool. The best approach is to determine your specific needs and find a carpet style that meets them.”

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Frequently Asked Questions

Q: Can you work within my budget?

A: Yes. We understand that not everyone has a limitless budget, so we strive to find products that are both high-quality and affordable. We’ll also take the time to educate you about the products so you know exactly what you’re getting and what kind of performance you can expect.

Q: What kinds of warranties do your flooring products come with?

A: Each product and manufacturer has a different warranty. Most range from 10 to 25 years, but some are even longer. We’ll be happy to walk you through the warranty details on the products you’re interested in.

Q: Are you flexible with scheduling?

A: Absolutely. Since we maintain good relationships with our vendors, we’re able to order materials on short notice and get them to the jobsite by the installation date. Whatever you need, we can deliver it.

Q: How do you choose your subcontractors?

A: We take several steps to qualify our subcontractors, including interviewing them about their prior experience and checking the quality of their past work. We also bring new installers with us on smaller jobs to see how they work. Most of our subcontractors have been with us for a long time, and all of them understand the level of quality we expect.

Q: Can you show me how to care for my new hardwood floor?

A: Certainly. After the installation is complete, we’ll walk you through proper cleaning and maintenance procedures. We’ll also give you a cleaning and maintenance kit that will last about a year.

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SELECTED PHOTOS FROM Baila Floors

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Michael Pinnock

Expert CONTRIBUTOR PROFILE
  • Michael Pinnock is a eight-year veteran of the flooring industry and president of Baila Floors, a Diamond Certified company. He can be reached at (408) 659-6802 or by email.

Michael Pinnock: From Software to Hardwood

By James Florence, Diamond Certified Resource Reporter

PALO ALTO — Michael Pinnock used to be a successful software engineer, but after 25 years in the tech field, he decided to switch to a more hands-on livelihood. “I’ve always liked building things, and I’ve even done some small projects at my home, so I wanted to find a business opportunity where I could do more of that,” he says. “I started looking at different franchises, which appeared to be the right route to go, and ended up opening a hardwood flooring franchise. After five years, my company moved away from the franchise model and now operates as an independent business.”

Today, as owner of Baila Floors, Michael says his favorite part of his job is seeing the results of his work. “I rarely got the chance to see a completed project when I was working in high tech, so that’s something I really love about installing floors. I also enjoy working with clients, helping them figure out what they want and seeing how happy they are with the final products.”

Born in Jamaica, Michael grew up in Canada before coming to the Silicon Valley to work in the tech field. Still a resident of the South Bay, he expresses his appreciation for the positive attributes of his locale. “Having grown up in Canada, where it seems like there’s snow 10 months out of the year, I love the weather here. I also enjoy the lifestyle—the sheer variety of things to do and all the outdoor opportunities are great.”

Outside of work, Michael engages in a variety of hobbies and activities. “I’m a longtime golf fanatic, and in the last couple of years, I’ve also picked up road cycling. I ride as much as I can on the weekends—my goal is to do seven 100-mile rides this year.” Michael also enjoys wine tasting in the Napa Valley and following professional sports.

In his life and career, Michael espouses the significance of integrity. “My grandfather instilled in me the importance of sticking to your word, which is something I’ve carried over into my career,” he explains. “Also, I’m generally just a stickler for quality, so I always want that to be a mainstay of what I do. I would much rather lose money by doing something properly than try to cut corners on a job.”

When asked the first thing he’d do if he were to retire tomorrow, Michael says he’d take some of his favorite pastimes to an international setting. “I’d probably get on a plane to Europe and take a long cycling trip, as well as do some wine tasting in France and Italy.”

Ask Me Anything!

Q: What’s your favorite sports team?
A: I have a few. Being a Toronto kid, the Blue Jays are still my favorite baseball team. In football, it’s the Dallas Cowboys, and in basketball, it’s the Los Angeles Lakers.

Q: Do you listen to any podcasts?
A: Yes. One of my regular favorites is Fresh Air on NPR. I also love anything to do with outer space, so there are a couple of NASA podcasts I really enjoy.

Q: What’s your favorite Bay Area winery?
A: It’s a tie between Pine Ridge Vineyards in Napa and Tamber Bey Vineyards in Calistoga.

Q: What’s your favorite thing to do on a rainy day?
A: Relax and watch old movies. I’m a big fan of John Wayne westerns, as well as the films of Alfred Hitchcock and Orson Welles.

Q: What’s one website you visit on a daily basis?
A: SFGate.com. I’m a bit of a news junkie, so I generally start my day by catching up with current events.

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Expert articles
  • An Easy Fix for Hardwood Floor Scratches

    PALO ALTO — Hardwood floors are beautiful, but when they get scratched, it can result in a conspicuous eyesore. Whether caused by pets, furniture or another source, a surface scratch on hardwood flooring can cause its aluminum oxide to be exposed, leaving a prominent white mark.

    Fortunately, there’s an easy, low-maintenance way to mask surface scratches on hardwood flooring: a Tibet Almond Stick. Simply apply the stick over the scratched area and buff it in to remove white marks and restore your floor’s surface integrity. At about $15, this simple tool is much more affordable than the cost of refinishing.

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Expert video tip
  • Video: How to Hide Hardwood Floor Scratches

    Complete Video Transcription:

    PALO ALTO — Host, Sarah Rutan: If your hardwood floors have minor surface scratches, you’ll be glad to know there’s an easy, inexpensive way to conceal them. Today we’re in Palo Alto with Diamond Certified Expert Contributor Michael Pinnock of Baila Floors to learn more.

    Diamond Certified Expert Contributor, Michael Pinnock: Okay. If you have scratches on your hardwood floor, surface scratches, this is not for fixing deep scratches, but if you have surface scratches, where the aluminum oxide is exposed and you have a white mark on it, one way to fix that is with a product that we purchase on Amazon, called Tibet Almond Stick. You can purchase this. I think it’s about $15.00. And you use it and just apply it over the scratch and buff it in, and it will take out the white marks and take out those surface scratches for you.

    Host, Sarah Rutan: To learn more from local top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Baila Floors WEBSITE AND EXTERNAL FEED
  • Baila Floors SOCIAL MEDIA FEEDS
COMPANY WEBSITE
www.bailafloors.com
Diamond Certified RATINGS ON Baila Floors
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 20 VERIFIED CUSTOMERS i
Baila Floors : Average 8.9 out of 10 based on 20 unique customer surveys of customer satisfaction.

C.I.S.

VERIFIED Baila Floors CUSTOMER

1 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very professional. I have always received good work from them. I have used them quite a few times.

When they say they are going to be here, they get the work done, and they are gone.

N.D.

VERIFIED Baila Floors CUSTOMER

2 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very professional, they do high quality work, and they are punctual to the jobsite. They are a great business to work with.

They are easy to work with.

P.S.

VERIFIED Baila Floors CUSTOMER

3 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

Easy to work with, and I know their products, so it is easy for me. They are right nearby, so it is super convenient.

They are close by. My experience was good, and I will use them again.

A.W.H.

VERIFIED Baila Floors CUSTOMER

4 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were efficient, and they did a good job. They said what they were going to do, and they did it.

I went to them, because they had floor tiles.

H.C.C.

VERIFIED Baila Floors CUSTOMER

5 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

I liked Mike. He seemed to be a nice guy. He gave a lot of options.

They had a lot of nice flooring options.

Celeste B.

VERIFIED Baila Floors CUSTOMER

6 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are pretty user-friendly.

There are a lot of options. Dealing with them was easy.

Cody R.

VERIFIED Baila Floors CUSTOMER

7 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have quality products and a good selection. I'm satisfied.

They had what I was looking for.

Daniela D.

VERIFIED Baila Floors CUSTOMER

8 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend them.

They came to my house, and they had samples to show me.

Isabel P.

VERIFIED Baila Floors CUSTOMER

9 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would say that they did a good job at my house.

I think that the professionalism of everyone involved was the best thing about them.

William A.

VERIFIED Baila Floors CUSTOMER

10 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have recommended them already to several people because of their professionalism.

They came out when they said they would come out, and they did a really good job. They had prompt service and good attention to detail. The product was what they said it would be, and they had good attention to detail. They were able to match the carpets almost dead perfect. They had access to a lot of products to show me, and I was able to find the exact product from 15 years ago.

Tamara R.

VERIFIED Baila Floors CUSTOMER

11 of 20

Quality 10
10 10
Loyalty Yes
CRITIQUE

It is a good product and easy to assemble.

It was easy to assemble, and the product was good.

H.P.I.

VERIFIED Baila Floors CUSTOMER

12 of 20

Quality 8
8 10
Loyalty Yes
CRITIQUE

I had a good experience with them. Although, the price was not very good.

The scheduling was good, and the job itself was good.

Barbara M.

VERIFIED Baila Floors CUSTOMER

13 of 20

Quality 8
8 10
Loyalty Yes
CRITIQUE

I'd recommend them. They're pretty good.

Ultimately, they had what I was looking for.

David C.

VERIFIED Baila Floors CUSTOMER

14 of 20

Quality 8
8 10
Loyalty Yes
CRITIQUE

The turnaround time from ordering my floor to having it installed was very fast.

It was a straightforward, simple process. It was easy to set something up with them, and they seemed to know what they were doing.

Luis G.

VERIFIED Baila Floors CUSTOMER

15 of 20

Quality 8
8 10
Loyalty Yes
CRITIQUE

I don't know what I'd say.

They were quick. They're located close to my home.

Alexis T.

VERIFIED Baila Floors CUSTOMER

16 of 20

Quality 8
8 10
Loyalty Yes
CRITIQUE

They do good work, and they are on time, but they are not necessarily within budget.

They did a fine job, and they were on time.

Spencer C.

VERIFIED Baila Floors CUSTOMER

17 of 20

Quality 8
8 10
Loyalty Yes
CRITIQUE

I don't know. I can't think of anything off the top of my head.

They were knowledgeable and helpful.

Betsy C.

VERIFIED Baila Floors CUSTOMER

18 of 20

Quality 8
8 10
Loyalty No
CRITIQUE

Pretty good quality

The quality was good.

Ed O.

VERIFIED Baila Floors CUSTOMER

19 of 20

Quality 7
7 10
Loyalty Yes
CRITIQUE

I haven't really thought about it.

The salesperson, Michael, was pretty helpful.

James S.

VERIFIED Baila Floors CUSTOMER

20 of 20

Quality 4
4 10
Loyalty No
CRITIQUE

I would tell a friend to try and go directly to the people who do the work. I would not recommend that they use this company.

I like the people who do the actual work. They are excellent. Edward and his crew are nice. I really enjoyed working with them.

Read All 20 Survey Responses at Ratings View