main floor replacement of oak flooring and finishing
Floor was not installed properly (no room for wood expansion).They put the wrong coloured stain on after being told to match the second floor of our house . They put a large hole in the wall and splashed stain on walls and inside a floor heater. Against our better judgement we let them repair their work. The refinish was spotty,the floor was rough to touch, you could see the wipe marks of stain and the floor had visible chatter marks. After admitting the work was not acceptable and offering to come in a third time we told them they were not coming into our house again. A damming report was done by a liscenced floor inspector.They claim that they are members of the NWFA. I called the NWFA and they are not members.
- Approximate cost of services:
- $10,000.00
- Company Response
Our company installed, sand, and refinished your floor through a general contractor. We were instructed by your contractor to match the existing colour on the 2nd floor which already had a light stain colour. We did exactly that. The colour was approved by the contractor. The quality was approved by the contractor.
During this entire process, we met you - the homeowners – once but there was no indication of displease or disapproval of the colour on your part. Approximately 10 days after the work was completed, we received a phone call from the contractor requesting that the new floor colour must be matched to the wainscoting and not the colour on the existing 2nd floor, which we were originally instructed to do. Out of courtesy we went back to resand the floor. The stain given to us by your contractor was a Goudey stain, which is an extremely fast drying solvent based stain. The stain’s odour is awful and really strong to a point that you can get sick from just a half an hour of exposure to it. It is also a very difficult stain to work with due to its fast drying nature. We normally work with Duraseal, Minwax, and Torcan stains. Occasionally, we would work with Benjamin Moore or Pratt and Lambert stains. As it happened, the result did not meet your quality expections. We did offer to go back to redo the job again but were not given that opportunity.
We understand your frustrations throughout the process but it is not a fair to give such a scathing review. We have served thousands of delighted customers over the years and stand behind everything that we do. We sincerely regret that this has happened.
With regards to our membership status with NWFA, we have been their member since 2005. In 2011 a member of our office staff missed the renewal deadline and as a result our membership was temporarily suspended. They have since lifted the suspension and we are now in good standing with the association.