ComplaintsforHammond Floor Sanding Company

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ***** ******* (******* Floor Sanding Company) to refinish all the floors in my home. He completed the job and was paid. I then noticed one section of the floor that he replaced with new floorboards that did not match the color and grain of the surrounding wood. I contacted him regarding this, expecting him to redo this small area, but he refused to do so. This area is in a very prominent area that cannot be hidden by furniture or a rug. I paid ***** $8,300 and expect him to come back to redo this small area. See attached photo.

  

  Business response

  06/29/2022

  [BBB transcription via phone call with consumer]

  Business stated they explained to the consumer that the boards are correct. White oak was replaced with white oak. The reason it looks different is because it was harvested from a difference forest. White oak is impossible to get a match on the actual wood unless it harvested at different time, altitude or minerals in the soil where the tree happens to be grown which all factor in the color and appearance of the wood. During the time working with the consumer she was shown pictures as progressed and was not complaining. The consumer waiting until the job was done and the boards are trapped underneath a threshold that is nailed and glued. If you make a patch in the floor it has to be sanded in flush with the floor. If the boards were changed they would still look different because its not from the same harvest as the original wood. Can try to make a mix of Aber seal and a red to see if the boards can be colored (stain and finished) however I can not guarantee the already sealed boards would match with any new addition. I have told the consumer the boards would not match before the patch. I will try to color the boards some, however if it comes off, we can not be responsible for it and it will not look natural. I do not recommend, however I will do so for the consumer if she thinks that would help.   

  Customer response

  07/01/2022

   I am rejecting this response because:
  
  The only way to correct this mistake is to replace with matching boards. I had other floorboards that were replaced by Keith, he matched the new boards, and they look great.  He needs to do the same in this section. Staining what is there is not going to work. He is looking for an easy way out of this situation.

  I have received many unpleasant texts from Keith recently and I am afraid to have him return to my home. I attached a few giving ridiculous reasons why he can't fix this, that I should get used to it and that I was nuts.

  If he fixed this one area of floor like he did the other areas, we wouldn't be here. My opinion is that he ran out of matching boards, didn't want to buy anymore and just used what he had left.

  

  Business response

  07/13/2022

  [BBB Transcription via Voicemail]

  I let her know they wont match and gave her progress pictures. I am willing to put a poly shade over top of the area. 

  Customer response

  07/13/2022

   I am rejecting this response because:
  Putting a new coat of stain over this area will not work since it is darker than the surrounding floor. The solution is to replace this area with wood that matches like he did in other areas of the floor.
  
  

  

  Business response

  07/14/2022

  [BBB Transcription Via Text]

  ***** ******** messaged you
  Good morning ******** I'd ******** Keith ******* floorsanding My position on is that the patch I made at the ******** home on north Hill was done professionally correctly the same species of wood was used all wood used on that job came from the same bundle bundles of wood come 20 square foot to each one inside bundle there are many different looking boards some light some dark the patch was done correctly now about the job. I was hired to sand and finish the entire home it was distressed there were very black spots in the dining room urine from a dog this covered most all the dining area also the living room was like that to dog urine it smelled terrible and of course there was a hole in the dining area from a furnace change why Morris on let the furnace men leave a hole in the dining room floor is beyond me so she also had the kitchen floor tiled the man she hired to do that came in and installed the tile over the existing floor Stacking one it on top. It was over 1 inch higher then the dining room. That man should have did a tear out of the old kitchen floor before install ing the new tile but didn't that left over 1in that needed reduced. Why the tile guy did ent finish his job by making a reducer or threshold is beyond me ******** let that go then it wound up falling to me I told her from the beginning that wood tones can differ patches could look different l told her I would do the best I could with it and we both agreed that whatever I did to correct the problem would be better than a hole left there was a heating duct there and there needed to be a reducer made and installed the reducer had to be 5 ft long and one end needed to be higher then the other it was not even I had to make for the setteling. Along the 5 ft span and fit a wood register I did a great job making up for any in evenness as I installed the reducer I lined it up with the high th of the tile no bump at all then grouted in where the tile and the reducer met perfect job no bump no gaps. Getting back to what happened I was instructed to do the up stairs first because her son was moving in to the home sod I did that and he moved in while I was still working on the steps and the down stairs the son acted as her eyes and ears giving her reports on how the job was going and he said the work looks great and he already told her how nice it was she said she liked what I had done every where mrs ******** was also happy with my work results she saw what it was and said she loved it I finished the job and was paid then on fathered day I get a text from ******** telling me she wants me to do the patch over because the color of the boards doesn't quite match good enough for her should not have to tack it all apart it was done correctly I can't control everything it was done the best I could do with it boards of the same species of wood can and will differ depending upon where the tree is grown different soils different altitude different sun exposure swampy areas the wood can look different than trees grown in the mountains there's many different colors of oak hopefully you can see that from the pictures I sent. When boards are changed then they need sanded in You can't go back and change boards after the floor is done and the same thing would happen the new boards could look different. I did a outstanding job fixing what 2. Other men did ent know what to do with the hole or how to reduce it there's nothing wrong with the way the work was done it should ent have to be done twice ******** is being unreasonable just knit Pickens Ok I don't like thinking about it it makes me sick sleepless disgusted I bent over backwards for ******** and she just wants to complain and complain first she liked. How it was done then later she did ent her son told me she liked it and was happy then suddenly she's complaining ******** I feel bad for everyone invalved Thank you Keith ******* (sent with Gentle Effect)

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