Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. ********************** was hired to resend 1800 ft. of my home and 49 stairs Mr. ********************** did not complete the industry standard sanding process which caused damage scraping on my floors. They also did not remove the shoes from my banisters scraped in between the banisters which was against the standards of the industry leading to severe damage to my property.

  Business response

  10/22/2024

  Thank you for taking the time to share your feedback regarding your recent experience with us.
  
  We appreciate the opportunity to have conducted a professional consultation with you on November 20, 2020, during which we received your signed contract and deposit to initiate your project. Recently, we began the custom installation in your kitchen, which included adjusting the footprint due to cabinet changes and refinishing the hardwood floors and stair treads.
  
  Upon applying the first coat of sealer, I personally inspected the floors and found that the sanding did not meet my expectations or the standards set forth by the ********************************** (****). I promptly communicated this with you and offered to re-sand the floors to ensure they met the desired quality.While you initially agreed to allow us to address these concerns, I understand that you later opted to engage another company to complete the work.
  
  I want to emphasize that my intention was to provide you with the best possible outcome for your project. I also note that the **** inspector's findings aligned with my observations during our walkthrough.
  
  Regarding the sanding around the iron spindles on your staircase, I want to clarify that this is standard practice within the industry. However, if you prefer, we are more than willing to remove and replace them, and I can certainly add this to the order if you wish.
  
  I remain committed to ensuring your satisfaction and would be happy to discuss how we can resolve these issues and achieve the finish you desire. Please feel free to reach out to me directly at ************.
  
  Thank you once again for your feedback, and I hope to have the opportunity to make this right for you.
  
  Sincerely, 
  ***** ****  
  Mr.Hardwood ****  
  ************
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 23, 2024 I got a quote from ****** ********************* Mr. ********************** flooring, the work started on June 1, 2024 and was suppose to be completed in one to two days. Was given the wrong estimate for how much materials would be needed, the installer came and scuffed up every wall and trim and the base board was destroyed in every room he worked in, left a leaking toilet in the hall bathroom , we couldnt use for four days, and I had family coming from ******** and I had expressed this to ******, I was told the company has ten teams, apparently teams is a single man installing the floors, I was told a different installer was coming instead the same careless installer came at the end of the day on June 14, 2024, the work performed doesnt say an experienced company of seventeen years, floor cut too short, transition flooring poor cutting, trim doesnt meet back to where it should, my home is barely a year old. I sent them pictures and nothing was done, final bill sent, and I was told by ****** , its their normal practice that the walls and base boards would be destroyed. I would have never hired them to installed my flooring had I known , they only had one man working and my walls and base boards would be destroyed . **** the installer, used my lawn blower to blow dust and wood particles over my entire garage, I now have to hire a handyman to come and clean up my garage, I must also hire another company to come and fix their mistakes. I have allergies and asthma.I had to sweep up my front lawn from his mess he left. He also took all left over materials, I bought my own flooring and he was to install. Was also charged for stained red oak trim that was reused.

  Business response

  07/16/2024

  We sincerely apologize for the experience you had with our services. Your feedback is extremely important to us, and we are committed to addressing every concern you have raised. Firstly, we apologize for the miscommunication and incorrect estimate regarding the materials needed for your project. This oversight is not reflective of the standard we strive to uphold. We are deeply sorry for the damage caused to your walls, trim, and baseboards, as well as the inconvenience of the leaking toilet. This is certainly not the quality of service we aim to provide. We understand how frustrating it must have been, especially with family visiting from out of town. Regarding the quality of the work, we are very concerned to hear about the issues with the floor cuts, transitions, and trim. Our goal is to deliver high-quality craftsmanship, and we failed to meet that standard in your case. We also regret the inconvenience caused by the single installer and the miscommunication about our team structure. The use of your lawn blower and the resulting mess in your garage, as well as the removal of leftover materials, are unacceptable. We understand the impact this had on your home, and we apologize for the added stress and cleanup required on your part. I hope since I have come out to do the repair work and assess what had happened, that everything is going well now. We value your feedback and are committed to making the necessary improvements to prevent such issues in the future.
  Once again, we apologize for any inconvenience and distress this has caused. Please let us know if there is anything else we can help with.

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