This company refuses to honour its contratual warranty obligations...
In October 2015, Goldwell was hired to resurface the entire floor area of 2300 sqft for my food processing facility, with a type of polyurethane and epoxy. The company charged a pretty expensive price, as polyurethane is said to withstand high temperature. So we ordered to have 2/3 of the entire area to be coated with this material to be used as our production area; and the remaining 1/3 with epoxy as it would be just for storage.
We with through many difficulties with this contractor once the contract was sighed, as they repeatedly tried to cut cornors throughout their job. The first unpleasant surprise came in the middle of the work when they tried to reduce the area of the expensive coating and increase the area with cheap epoxy coating. They also tried to change colour of coating... trying not to remove debris at the end, etc... The job was finally completed by the end of October. The contract comes with a 5-year warranty.
Early in Feburary 2016, in less than 4 months' time, one spot of the polyurethane floor bubbled up and then cracked up. The company was advised of the situation, the business owner first said he would come in to take a look and fix it, but never showed up in weeks. Contacted again, the company sent an email with an "application form" demanding a payment of $75.00 for warranty inspection, which is not in the terms of the contract. The owner basically refused to honour his warranty obligation. This is absolutely outrageous that he has the nerve to demand additional payment for a warranty call for a job that was obviously so poorly done. And this is not a normal business practice in regards to warranty issues in any field of business. In short, it is so hard to believe that, in this day and age, there is a business like Goldwell, who does not even have any decency to stand behind their job and honour their warranty obligations, especially only after less than 4 months on a 5 year warranty.
I recommend that people stay away from this dishonourable company for their own protection.
- Approximate cost of services:
- $17,000.00
- Company Response
Dear M Yu,
we both agreed that 1/2 of the area be covered with polyurethane and 1/2 with epoxy. As my workers were prepping the floor, You, asked my workers directly, to extend the production area as You felt it needed to be bigger, causing 2/3 of the floor to be covered with polyurethane and 1/3 with epoxy. You did not contact me or my office about this, but we extended the area for You, at no additional charge. Also, at the time of signing our contract, You asked me verbally to fix 10 feet x 1 feet of concrete at Your other business location, specifically, covering a trench. I agreed to do it for You, again, at no additional charge but as a form of gratitude. When I arrived at this location, the area was OVER 20 feet by 1 feet and I pointed that out to You. You smiled at me and said, "You should have came and looked before agreeing to do it for me". Upon completion of the work at Your main location, You paid Your invoice, did not file any complaints during the work, in fact, You praised how good my workers were. Please keep in mind that Goldwell Restoration is in business for 30 years and would not be here if we were cutting corners. Our reputation is our priority and we always strive to exceed our client's expectations, since 1986. With regards to the issue You are having now, we are here to help. The contract comes with a 5-year limited warranty. We must first inspect the area to diagnose what caused the issue and whether it is under warranty. Our $75.00 warranty inspection fee is 100% refundable if the issue is under warranty. If however the issue is not under warranty, we will give You advice on how to proceed. As a business owner Yourself, I am sure You understand how valuable our time is. For more information about our warranty, please refer to our website. www.goldwellrestoration.com/warranty I appreciate the great feedback about my workers. We get a lot of great comments on a regular basis. They are great people. Thank You again!