ComplaintsforFootprints Floors of Lawrenceville/Sugar Hill

• Initial Complaint

  08/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We hired him back in April to refinish our hardwood floors and change our stair treads from carpeted ones to wood. Our stairs were in good condition, we had just had always wanted the treads to be wood. The staircase was prefabricated and they ruined the structural integrity when putting them back together without building in support. The stringers were not constructed to industry standards and were literally nailed to the existing risers with a couple of small shims placed under the treads in the middle in order to try and stop them from sinking in as you stepped on. We were never notified of anything until the work was completed and it was too late to do anything about it. When we asked questions about what was done, we were informed that the subcontractor that he hired refused to speak to him and he did not know. The structural integrity of our staircase was destroyed and immediately started creaking and having issues enough to force us to have to have the entire staircase rebuilt. Our floors were originally in good shape and just needed new urethane. Their sanding left our floors uneven and looking like a wave pool. In addition, the urethane coating on the floor had lines all through it and was full of thousands of bubbles. They did try unsuccessfully to refinish the floors, however the end response was that they did not know how to fix the damage and could not do anything about it.**** also agreed to do us a favor and place shoes on the bottom of the stair spindles. They sawed through all of the structural bolts" causing significant cosmetic damaged as well as ruined the structural integrity of the railing system. They re-attached the ****** posts to the rails with finishing nails in lieu of replacing the bolts. Due to the damage and loss of structural integrity, this was not repairable and we have literally had to replace our entire railing system. This has been a nightmare for us and has taken four months to repair.

  

  Business response

  09/04/2024

  We're sorry to hear that you didn't have a completely positive experience with us. We always strive to provide the best possible customer satisfaction, and it's disheartening to hear that your expectations were not met.
  

  While we had high hopes for this project, it presented some challenges including initial tension between the homeowner and the dumpster delivery driver. These were followed by conflicts with our experienced subcontractor, which led to his early departure. Despite our efforts to bring in a new, qualified subcontractor, similar issues persisted, making it difficult to move forward.
  

  Throughout the process, we took extra steps to address your concerns, including purchasing special equipment to accommodate your needs and refunding the deposit when it was requested to break the contract.
  
  Weve invested considerable time and resources to resolve this matter professionally. We always aim to treat our customers with respect, maintain transparency, and set clear expectations. While we wish we could have found a resolution together and amicably, we respect the decision and wish you all the best moving forward.

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