ComplaintsforWard Hardwood Floor Service, Inc.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 1st, 2023 I signed a contract with **** Hardwoods to install oak hardwood floors in my home. On December 12th, 2023 **** Hardwoods started installing the hardwood floors. After the first day of installation, I noticed a few minor issues and sent ***************** a text message to let him know my concerns. In response to my concerns, ***************** replied, "that's it we quit find someone else." Since **** Hardwood quit the job after the first day, I now have 600+ s/f of uninstalled oak flooring at my home, which I do not want to purchase from **** Hardwoods. The terms of the contract do not allow for **** Hardwoods to quit the job, and then sell me all of the materials for whatever price they would like. I would like **** Hardwoods to pick up all their wood and give me a full refund.Also, **** Hardwood caused substantial damage to previously installed hardwood stairs. ***************** acknowledged that his installers caused that damage, but the amount the I was reimbursed for the damage is nowhere near the actual cost of repairs and I would like reimbursed the full cost of the reapairs.

  

  Business response

  12/29/2023

  To Whom it May ******************************** Hardwood declined to continue working on ****************** project for the items and concerns listed below

  -Violation of contractual terms in creating a hostile work environment

  -The use of ethnic slurs against our work crews

  -****************** delay in project progression by distraction of our work crews

  -Verbal abuse, written and spoken personal attacks of **** Hardwood's management

  -Lack of professional decorum

  -Continued use of written and spoken profanity

  -Harassment to the point that the Jefferson County ********** office was contacted twice causing both an Incident Report Number, and then a Case Number to be created

  Thank you for your time and consideration,

  *******************************

  Ward Hardwood Floor Service

  *************

   

  Customer response

  01/02/2024

  Hi,

  I just read the response to my complaint and I'm shocked and insulted.  None of the very bold claims against me are true and the accusations don't matter anyways and don't give **** Hardwood the right to sell me the materials from the job, which I do not want to purchase from ****, or for **** to damage my home and not reimburse me for the damage.  The "ethnic slur" accusation particularly bothers me.  ******* did call the Jefferson County Sherif twice, but I haven't done anything wrong and haven't been charged with anything.  

  Attached is a voice message from *****************, the day after **** told me that he quit his job.  ****'s voice message doesn't match up with all of the claims that ******* has made against me in his reply to my BBB complaint.  The following morning, after ***************** quit the job, ***************** told me that he is having health problems that are upsetting him and that his health problems are the reason that he overreacted and quit the job and that he wanted to finish the job.  In the attached voice message, **** mentions that they would like to finish the job and also mentioned that his installers feel bad for damaging my stairs and are willing to refinish my stairs for free, to fix the damage.

  In ********* response to my complaint, ******* does not give any reasons as to why I should have to purchase all of the uninstalled hardwood flooring from ****, or why **** shouldn't be responsible for the damage that they caused to my home. 

  Thanks 

  *********************

  

  Business response

  01/03/2024

  In response to ****************** complaint sent on January 2, ****, we have in writing multiple emails with accusations, profanity, written attacks against **** Hardwood Flooring employees and personal threats.

  Regarding the financial issue, ************** was sent a refund check for labor not done and credit for the 4 scratched stair treads on 12/18/2023. To date (1/03/****) this check has not been processed through our bank; assuming it has been ripped up as ************** has stated he would do in an email.

  ************** continues to send threatening bitter emails. The Jefferson ************************** continues to be actively involved.

   

  Customer response

  01/04/2024

  I'm not going to respond to the false allegations. 

  Here is the bottom line, I gave **** Hardwoods a deposit check for $9527.88, **** Hardwoods quit the job after just one day and sent me a refund check for $5317.86.  The check is for $5317.86 because **** Hardwoods deducted $4390.00 from the refund for the cost of the hardwood flooring (and also added $180.00 for the damage to my stairs).  About 1/3 of the wood has been installed, which I have to pay for.  The other 2/3's of the uninstalled hardwood flooring I do not want to purchase from **** Hardwood, and the terms of the contract do not allow **** Hardwoods to quit the job and then force me to purchase uninstalled flooring from them at a price that they determined.  Since the terms of the contract do not allow **** Hardwoods to force me to purchase uninstalled flooring from them, after they quit the job, I would like **** Hardwoods to come pick up all of the uninstalled hardwood flooring and to refund me the cost of the uninstalled wood flooring.

  Regarding the damage to the stairs, $180.00 is not enough to fix the damage to the stairs.  The damage is so bad that the stairs can't be repaired to the condition that they were previously in.  I'm ok with repairing the damage as best as possible and not totally replacing the stairs, but that is going to cost more than $180.00.  The stairs currently have an oil based polyurethane on them, which ambers over time, and it's not possible to refinish just 4 of the stair tread and have them match the other stairs.  To repair the damage, and not have the repaired treads look different from the others, all of the stair treads need to be refinished.  On **** Hardwood proposal, there was a separate line item for refinishing the stairs for $1547.33.  Since all the stairs now need to be refinished, due to damage caused by **** Hardwoods, **** Hardwood owes me $1547.33 to repair the damage caused to my stairs.  

  In summary, **** Hardwoods owes me and additional $1367.33 to refinish stairs and also owes me $2742.00 for the uninstalled hardwood flooring that I do not want to purchase from them...for a total additional amount of $4289.33

  The reasons ******* mentioned that **** Hardwood quit the job are false, and which I have already proved with the voice message attached to my last message...but also don't matter anyways.  There is nothing in the terms of the contract that allow **** Hardwoods to quit the job, for any reason, and then force me to purchase uninstalled wood flooring from them (at what ever price they want).  The terms of the contract also don't allow **** Hardwoods to cause damage to my home, and then reimburse me an amount that isn't even close to enough to pay to repair the damage.  I think that everyone can agree that no one is going to repair my 4 damaged stair treads for the $180.00 that **** has reimbursed me for the damage. 

  

  Business response

  01/09/2024

  This is in response to the message received 1/05/2024. We are addressing the individual issues of the hardwood flooring materials, and the requested stair refinish amount submitted by ***************

  The flooring material that ************** has requested we return/reimburse is in a used condition (open bundles, site acclimation, etc.) per our industry standards, and is not returnable. This has been expressed to ************** from the very beginning of this issue, and he originally agreed in a phone text with owner ***************** to to buy these materials at a wholesale cost with no markup added. After ************** hired another flooring contractor, this contractor misinformed him that hardwood "cannot be glued onto concrete". The hardwood flooring industry's governing body, the National Wood Flooring Association (NWFA) specifies the hardwood CAN be adhered to concrete, using the materials and processes we incorporate.

  The total scope per contract to refinish ****************** "construction worn" (from other trades/services) stairs was to include sanding, filling and finishing coats of (11) stair treads and (12) stair risers. The total cost of this portion of the contract was $1,547.33. The reimbursement of $180.00 from **** Hardwood is to cover the (4) bruised treads ($45.00 per tread as per contract). The remaining (7) treads and (12) risers were not affected. Contrary to ****************** comment, these 4 treads are in totally restorable condition by any qualified hardwood flooring refinishing contractor. ****************** request of the additional $1,367.33 to refinish the stairs is not legitimate for the above reason.

   

   

   

   

  Customer response

  01/09/2024

  I don't know what is going on here, but ******* (who is apparently **** Hardwoods office manager) is not being truthful, which I can easily prove. 

   Attached is a picture of the remaining hardwood floors, which **** Hardwoods is trying to force me to purchase from them.  As you can see in the pictures, all of the wood is still in bundles, is being stored inside and is not in "used condition".  I do not want to purchase the wood from **** Hardwoods and I would like them to take back all of the brand-new hardwood flooring, but the price that **** deducted from my deposit for the wood was marked up and was not the "wholesale price".

  Regarding the stair treads. There is no "$45 per tread" stated on the contract and the math doesn't work out to $45 per tread.  With a total of 23 risers/treads, at a cost of $1547.33 to refinish, the price comes out to $67.27 per tread.  If it is possible to refinish just 4 treads, and have them match the other treads (which others have told me is not possible, $45 per tread is still not a fair amount. 

   

  Customer response

  01/09/2024

   
  Complaint: 21062254
  
  I am rejecting this response because the terms of **** Hardwood's contract do not allow them to quit the job, and then force me to purchase materials from them, at a marked-up price.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early August 2022, I contracted with **** Hardwood (**) to refinish the main level of my home because of a flooding incident that had occurred on 4/2/2022. I had requested the Swedish finish, which is what ** had applied during the prior refinishing project. ** provided two subcontractors for the project (despite **s advertisement that they use company employees only). One of the subcontractors (a Hispanic gentleman) pulled me aside and advised me that the ** project lead (*******) had provided and instructed that he and his co-worker use a polyurethane finish; however, somehow the subcontractor knew that they should have been using a Swedish finish. Despite my complaints to ******* and **** that I had asked for the Swedish finish per the proposal, the floor was finished with polyurethane. On 8/2/2022, **** called me out of the blue and asked where I was because the subcontractors were at the door of my home. He then basically gave me an ultimatum. He told me that if I did not return home and allow the subcontractors to continue work on the project, the project would be delayed several months. I returned home and told ******* that I didn't like that **** had given me an ultimatum and was hesitant to allow the subcontractors to continue that day primarily because I was not given prior notice and did not have a place to stay for the following two nights, which was necessary for the project. ******* was then literally begging that I let them continue with the project. I felt bad for *******. The fact that **** had placed him in that predicament. ** never did admit their error even though it is obvious. The floor does not have the sheen, clarity (to see the red oak underneath) nor the hardness (durability) that a Swedish finish provides. It was **** (the owner) that had advised that I use the Swedish finish on the prior refinish for those very reasons - the Swedish finish does not yellow over time the way that a polyurethane finish does and lasts longer.

  

  Business response

  12/13/2022

  **** Hardwood Flooring did apply Glitsa Sealer and Glitsa Goldseal Satin (both are part of the Swedish 2-part conversion varnish system,AKA Swedish Finish). We did not provide 2 different sub-contractor crews for the project; it was 1 crew and nowhere in any of our communication/advertisements do we say that every staff member is in-house only. Our sub-contractors are vetted by the owner himself to ensure they meet the quality **** Hardwood Flooring strives to achieve not to mention they are required to be insured which is always verified through our insurance and workmans comp insurance. These Hispanic gentlemen are the ones **************** made the intolerant comment towards which makes it that much more intriguing why she would use them as tools to try and soil the **** Hardwood Flooring reputation. **************** stated she never knew the schedule and was forced by one of our staff members into proceeding with her project otherwise she would be forced to wait several months. On 05/11/2022 *************** was notified that we would be starting her project on July 25th,she advised she wouldnt be available so new dates of June 20th were provided both via email. A later email was sent on 06/21/2022 once again letting **************** know of the start date for her project, at no point was *************** left out of the communication pool and she was notified of the full project schedule. **** Hardwood Flooring is normally 2-3 months booked out so any delays to the schedule could normally lead to long delays on customer projects hence why it was very important that the project was completed during the scheduled timeframe. The Swedish Finish will yellow/amber over time much like a polyurethane finish so not sure where **************** received this information, the sheen is controlled by the customer not the finish. **************** chose a satin sheen which is what we applied to her finish as for the clarity to see the red oak underneath, no stain was used and only the Swedish finish was applied, the only thing you would be able to see if the red oak flooring underneath.

  Customer response

  12/19/2022

   
  Complaint: 18550878
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  **** Hardwood Flooring (WH) did not apply the Swedish Finish (**), as I had requested, when they refinished the main level of my home in early August 2022. WH used polyurethane for the finish instead. I am requesting compensation in the amount of $5,947.83 for the finish+$700 for the cost to move the furniture, as I will have to refinish the floor again to obtain the ** that I had. WH continues to deny that they used polyurethane in place of the ** even though WH was fully aware from the start that is what they were doing and what they did. I was grateful for their Hispanic subcontractors. I admired their honesty. They knew that WH was doing me wrong and did the right thing by telling me. Despite WHs assertion that I used their Hispanic subcontractors as tools to try and soil the **** Hardwood Flooring reputation. That was not necessary. WH is soiling its reputation all by itself.
  
  
  WH claims that no where in any of our communication/advertisements do we say that every staff member is in-house only.However, the company website advertises Our employees are talented, motivated and highly experienced. We do all of our installing, sanding and finishing in house to maintain a high degree of craftsmanship. Note to WH: In house means, done or existing within an organization and without assistance from outside an organization.
  
  

  

  Business response

  01/09/2023

  We have presented all documentation signed by ******** which outlined all aspects of the project including the paint grade ******** (not stain grade). **** Hardwood Flooring will not provide any further compensation as **** Hardwood Flooring has already given discounts to ******** for a repeat customer status as a courtesy and the charges presented to ******** are all valid work our staff performed. 

  Customer response

  01/18/2023

   
  Complaint: 18550878
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  lies, lies, lies

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My difficulties began on 4/3/2022, when ***************** (owner) visited my home to clarify what the oak stairs in the proposal from **** Flooring (WF) would look like. My primary concern was what would be in place of the carpet? **** told me that oak veneer would be used in place of the carpet. After the work began, I noticed the paint grade stringers and expected that the workers would be placing oak veneer over them as **** had told me. When I was told that oak veneer would not be used, I mentioned that to the lead. The lead became very angry and said, now you tell me after the treads and risers are in placewe are going to have to start all over! **** from ** told me that I would have to pay for the correction. I asked to speak with ****, again, in person, to confirm what he had told me. **** eventually did come to my home and confirmed that he had told me that oak veneer would be used in place of the carpet. I paid $6,226.76 for the stair project, as verbally clarified by ****, and ** is requesting that I pay an additional $5,249.09 for the correction. I informed **** that the carpet interface to the hardwood on my loft had been jaggedly cut & was unsightly. After fussing, **** said, well the carpet is not included in the contract! While awaiting a further reply on how the carpet situation would be addressed, on 12/2/2022, I received an email from **, accusing me of speaking to and harassing their employees based on their nationality and the language that they speak and based on that they were terminating our relationship and requesting payment of the final balance for the correction. I had 2 other projects in the queue! ** has been my hardwood contractor for many years. ** has completed several projects for me. During that time, I had come to trust all of the employees of **, particularly *******. I have always treated all of the ** employees and sub-contractors with courtesy and respect, regardless of their nationality or the language that they speak.

  

  Business response

  12/13/2022

  During our job site visits/site measurements we always ensure to thoroughly cover all details of the project, during our site visit with **************** we went over all aspects of the project including the difference between paint and stain grade material. Several conversations were had with **************** and staff prior and during the project and at no point were any concerns over paint grade stringers ever brought to our attention until after the first phase work was complete. Attached is a copy of ******************** signed contract with the paint grade option which was signed and handed to us well in advance to us starting the project. Buyers remorse is no reason to waive the cost of work already completed, instead we offered to redo the work and would do our best to reduce the cost since she was a repeat customer (which we were able to keep the cost down as a courtesy for the repeat work). Once again, you can see on both the original proposal and the most recent one (both attached) that the carpet work was never included in the scope of work, we were going to address this concern as a courtesy because **************** was a repeat customer until we were notified that some of our staff refused to go back because of the comments **************** made towards them, once we heard of this we agreed as a company to cut ties with **************** and adjust her final invoice accordingly (removed any scope we didn't do, which never included carpet work). **************** mentioned growing a bond with our field manager *******, he in fact was the one she had made the comment to towards our Hispanic staff, which he brought to management's attention as he was very offended being married to his Hispanic wife. **** Hardwood Flooring will not be refund any of the previous balance nor will we waive the final balance as our staff completed the work to meet industry standards and the clients signed agreement. 

  Customer response

  12/19/2022

   
  Complaint: 18522505
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  BOTTOM LINE: I contracted with **** Hardwood (WH) to replace the carpet covered stairs that I had with solid oak stairs. WH had nearly completed the project except I had stopped the work because they were not completing the project as I had been told, verbally, by *****************, the owner, on 4/3/22. **** had told me that oak veneer would be used for the stringers, and that with the solid oak stairs everything would match, aesthetically. WH charged me $6,226.76 for the stair project, which I have paid, with the understanding that WH would make the appropriate corrections. Since the stop, *****************, the owner,has looked me in the eye again, and confirmed what he had told me. WH has corrected the stair project. For the correction, WH reused all but 1 oak tread (out of a total of 15 oak treads), and 2 oak risers (out of a total of 16 oak risers). Placed thick red oak veneer over the new paint grade stringers and replaced the paint grade cap with an oak cap. WH is now insisting that I pay an additional $5,249.09 for their correction! Further, WH is now refusing to repair the damage that was done to my carpet while they were completing the corrections!

  BACKGROUND: Prior to the stair project starting, I had no idea what a ******** was, nor did I know its purpose, despite **** Hardwoods (WHs) claims that stringers had been discussed with me,in detail, several times, prior to the project starting. Since then, I have learned that stringers are the vertical material, that is placed on both sides of the horizontal stairs/risers, holding (securing) the stairs/risers in place. The oak veneer, as I was told by ****, the owner, would be placed on top of the stringers which was not done.

  

  Business response

  01/16/2023

  Initial site visit was scheduled for 04/05/2022 with *****************, during this meeting **** explained that the ******** wraps would be paint grade not stain grade. The customer was not aware of what an oak veneer was until the second phase was implemented as we had to send her an email with pictures of what an oak veneer would look like on 09/13/2022 so the claim that the customer was expecting an oak veneer is false. Our proposal was based on paint grade ******** wraps from the start and the customer had agreed and signed said legal binding proposal as presented on a prior response. Our lead was never aware of the change in material, this was communicated to our office staff and a site visit with ***************** was scheduled to see the concern. We did advise that we would have to charge to change the ******** wrap material to stain grade since we were contracted to install paint grade and had already completed the contracted scope of work, the new scope of work would require a new contract and cost, this was all explained to the customer and she understood along with the understanding that we would try and re-use the stair treads/risers to avoid that cost. The original quote was not just for he stair work, it also included flooring scope of work. Carpet work was never quoted in the customer's proposal as we are not a carpet company, when we were informed of the carpet tuck needed we had offered to tack it in as one of our associates is familiar with this process but this was prior to finding out the remarks made by the customer which made our staff feel very unwelcomed. 

  Customer response

  01/18/2023

   
  Complaint: 18522505
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  All lies, lies, lies ..,

   

  please state what i allegedly said and to whom and when.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩