This letter is a formal response to AG Floor's customer [redacted] regarding his complaint on service provided for a refinishing job of hardwood floorsWe are surprised to hear yet another complaint from our customer whom we responded to on his complaint on [redacted] ListNevertheless, we are happy to explain in detail the points [redacted] goes over and everything that we as a reputable flooring company (over years of experience, over reviews on [redacted] List and A rating) did to solve this problem.We performed the job from May 22nd to 27th 2014, [redacted] called us mid December for the first time after the job was completedThe job (as stated in the signed contract by [redacted] ) was to refinish hardwood floors (not installation) [redacted] decided on oil based finish which by standard process (and stated in the contract) is sand, stain, and two coats of polyurethane finish (not one as he mentioned in the complaint)Had [redacted] decided on doing a water base finish, we would have gladly applied the standard coats of finishOur crew began the job on the scheduled date that was picked out by [redacted] In his complaint, he mentions our crew did not start on timeThe reality is, that on the day, when our guys went to the house to apply the second coat, the coat applied on the previous day was still wet due to the humidityThe first coat must be completely dry in order to buff and apply the second coat of polyurethaneIn regards to the stain, it is quite surprising [redacted] mentioned that he picked a color that "can be found in most local hardware stores"The truth of the situation is that [redacted] had picked out a stain that was not commonOur estimator explained this was not common, but that we would try to find if local hardware stores had it (this was not the dark walnut color he mentioned as this is one of our most popular colors)When the job began, [redacted] was told by our crew, that the stain was notable to be found, and that we would provide as many samples as he wanted, until he found one he liked [redacted] was grateful (as he knew there was a strong chance the color he had suggested (not in our brochures) would not be found) [redacted] found a stain he liked and the job was completedHe was happy with the end result and paid the remaining balance of the job.Seven months later (in the month of December) [redacted] called saying he had seen gaps in the wood and that the gaps were showing a lighter color of wood (within the gaps) that had not shown beforeOur estimator Yazmin not Evelin (Evelin is our office admin) went to see [redacted] and explained that wood expands and contracts depending on the weather(attached you will find the technical publication [redacted] from the National Wood Flooring Association explaining gaping) [redacted] refused our offerFour months later we found the first complaint on [redacted] ***Yazmin offered a buff and coat as a courtesy to [redacted] (and I, the owner, went to check his complain and confirmed the diagnostic that Yazmin did was correct.) This included sending our crew to add stain to the gaps (so the color difference would not show) and to seal it, by buffing then applying a coat of polyurethane[redacted] did not accept our offer and instead wanted us to do the job againIn the long run, he wanted to take advantage of the opportunity to change the stainUnfortunately we cannot take fault in the gaps that naturally occur in wood and thus cannot accept the fault [redacted] wants to put on usWe take pride in being a top company with our customers' needs and wants in mindHowever it is unacceptable for a customer to try to take advantage of a natural situation to have his wayAG Floors operates under honesty and we make everything clear and transparent from the beginningEverything is documented and signed by a customer to protect their rights and choices, and to protect us in the case of someone trying to take advantage [redacted] was handled no differently than all of our customers and while out of courtesy we tried to solve his problem, he refused and instead insisted on finding ways to dishonestly get his money backIf you have any questions, please do not hesitate to contact meSamuel A President
This letter is a formal response to AG Floor's customer [redacted] regarding his complaint on service provided for a refinishing job of hardwood floors.
We are surprised to hear yet another complaint from our customer whom we responded to on his complaint on [redacted] List. Nevertheless,...
we are happy to explain in detail the points [redacted] goes over and everything that we as a reputable flooring company (over 20 years of experience, over 200 reviews on [redacted] List and A rating) did to solve this problem.We performed the job from May 22nd to 27th 2014, [redacted] called us mid December for the first time after the job was completed. The job (as stated in the signed contract by [redacted]) was to refinish hardwood floors (not installation). [redacted] decided on oil based finish which by standard process (and stated in the contract) is sand, stain, and two coats of polyurethane finish (not one as he mentioned in the complaint). Had [redacted] decided on doing a water base finish, we would have gladly applied the standard 3 coats of finish.
Our crew began the job on the scheduled date that was picked out by [redacted]. In his complaint, he mentions our crew did not start on time. The reality is, that on the day, when our guys went to the house to apply the second coat, the coat applied on the previous day was still wet due to the humidity. The first coat must be completely dry in order to buff and apply the second coat of polyurethane.
In regards to the stain, it is quite surprising [redacted] mentioned that he picked a color that "can be found in most local hardware stores". The truth of the situation is that [redacted] had picked out a stain that was not common. Our estimator explained this was not common, but that we would try to find if local hardware stores had it (this was not the dark walnut color he mentioned as this is one of our most popular colors). When the job began, [redacted] was told by our crew, that the stain was notable to be found, and that we would provide as many samples as he wanted, until he found one he liked. [redacted] was grateful (as he knew there was a strong chance the color he had suggested (not in our brochures) would not be found).
[redacted] found a stain he liked and the job was completed. He was happy with the end result and paid the remaining balance of the job.Seven months later (in the month of December) [redacted] called saying he had seen gaps in the wood and that the gaps were showing a lighter color of wood (within the gaps) that had not shown before. Our estimator Yazmin not Evelin (Evelin is our office admin) went to see [redacted] and explained that wood expands and contracts depending on the weather. (attached you will find the technical publication [redacted] from the National Wood Flooring Association explaining gaping). [redacted] refused our offer. Four months later we found the first complaint on [redacted].
Yazmin offered a buff and coat as a courtesy to [redacted] (and I, the owner, went to check his complain and confirmed the diagnostic that Yazmin did was correct.) This included sending our crew to add stain to the gaps (so the color difference would not show) and to seal it, by buffing then applying a coat of polyurethane.[redacted] did not accept our offer and instead wanted us to do the job again. In the long run, he wanted to take advantage of the opportunity to change the stain.
Unfortunately we cannot take fault in the gaps that naturally occur in wood and thus cannot accept the fault [redacted] wants to put on us. We take pride in being a top company with our customers' needs and wants in mind. However it is unacceptable for a customer to try to take advantage of a natural situation to have his way.
AG Floors operates under honesty and we make everything clear and transparent from the beginning. Everything is documented and signed by a customer to protect their rights and choices, and to protect us in the case of someone trying to take advantage. [redacted] was handled no differently than all of our customers and while out of courtesy we tried to solve his problem, he refused and instead insisted on finding ways to dishonestly get his money back.
If you have any questions, please do not hesitate to contact me.
Samuel A
President
This letter is a formal response to AG Floor's customer [redacted] regarding his complaint on service provided for a refinishing job of hardwood floorsWe are surprised to hear yet another complaint from our customer whom we responded to on his complaint on [redacted] ListNevertheless, we are happy to explain in detail the points [redacted] goes over and everything that we as a reputable flooring company (over years of experience, over reviews on [redacted] List and A rating) did to solve this problem.We performed the job from May 22nd to 27th 2014, [redacted] called us mid December for the first time after the job was completedThe job (as stated in the signed contract by [redacted] ) was to refinish hardwood floors (not installation) [redacted] decided on oil based finish which by standard process (and stated in the contract) is sand, stain, and two coats of polyurethane finish (not one as he mentioned in the complaint)Had [redacted] decided on doing a water base finish, we would have gladly applied the standard coats of finishOur crew began the job on the scheduled date that was picked out by [redacted] In his complaint, he mentions our crew did not start on timeThe reality is, that on the day, when our guys went to the house to apply the second coat, the coat applied on the previous day was still wet due to the humidityThe first coat must be completely dry in order to buff and apply the second coat of polyurethaneIn regards to the stain, it is quite surprising [redacted] mentioned that he picked a color that "can be found in most local hardware stores"The truth of the situation is that [redacted] had picked out a stain that was not commonOur estimator explained this was not common, but that we would try to find if local hardware stores had it (this was not the dark walnut color he mentioned as this is one of our most popular colors)When the job began, [redacted] was told by our crew, that the stain was notable to be found, and that we would provide as many samples as he wanted, until he found one he liked [redacted] was grateful (as he knew there was a strong chance the color he had suggested (not in our brochures) would not be found) [redacted] found a stain he liked and the job was completedHe was happy with the end result and paid the remaining balance of the job.Seven months later (in the month of December) [redacted] called saying he had seen gaps in the wood and that the gaps were showing a lighter color of wood (within the gaps) that had not shown beforeOur estimator Yazmin not Evelin (Evelin is our office admin) went to see [redacted] and explained that wood expands and contracts depending on the weather(attached you will find the technical publication [redacted] from the National Wood Flooring Association explaining gaping) [redacted] refused our offerFour months later we found the first complaint on [redacted] ***Yazmin offered a buff and coat as a courtesy to [redacted] (and I, the owner, went to check his complain and confirmed the diagnostic that Yazmin did was correct.) This included sending our crew to add stain to the gaps (so the color difference would not show) and to seal it, by buffing then applying a coat of polyurethane[redacted] did not accept our offer and instead wanted us to do the job againIn the long run, he wanted to take advantage of the opportunity to change the stainUnfortunately we cannot take fault in the gaps that naturally occur in wood and thus cannot accept the fault [redacted] wants to put on usWe take pride in being a top company with our customers' needs and wants in mindHowever it is unacceptable for a customer to try to take advantage of a natural situation to have his wayAG Floors operates under honesty and we make everything clear and transparent from the beginningEverything is documented and signed by a customer to protect their rights and choices, and to protect us in the case of someone trying to take advantage [redacted] was handled no differently than all of our customers and while out of courtesy we tried to solve his problem, he refused and instead insisted on finding ways to dishonestly get his money backIf you have any questions, please do not hesitate to contact meSamuel A President
This letter is a formal response to AG Floor's customer [redacted] regarding his complaint on service provided for a refinishing job of hardwood floors.
We are surprised to hear yet another complaint from our customer whom we responded to on his complaint on [redacted] List. Nevertheless,...
we are happy to explain in detail the points [redacted] goes over and everything that we as a reputable flooring company (over 20 years of experience, over 200 reviews on [redacted] List and A rating) did to solve this problem.We performed the job from May 22nd to 27th 2014, [redacted] called us mid December for the first time after the job was completed. The job (as stated in the signed contract by [redacted]) was to refinish hardwood floors (not installation). [redacted] decided on oil based finish which by standard process (and stated in the contract) is sand, stain, and two coats of polyurethane finish (not one as he mentioned in the complaint). Had [redacted] decided on doing a water base finish, we would have gladly applied the standard 3 coats of finish.
Our crew began the job on the scheduled date that was picked out by [redacted]. In his complaint, he mentions our crew did not start on time. The reality is, that on the day, when our guys went to the house to apply the second coat, the coat applied on the previous day was still wet due to the humidity. The first coat must be completely dry in order to buff and apply the second coat of polyurethane.
In regards to the stain, it is quite surprising [redacted] mentioned that he picked a color that "can be found in most local hardware stores". The truth of the situation is that [redacted] had picked out a stain that was not common. Our estimator explained this was not common, but that we would try to find if local hardware stores had it (this was not the dark walnut color he mentioned as this is one of our most popular colors). When the job began, [redacted] was told by our crew, that the stain was notable to be found, and that we would provide as many samples as he wanted, until he found one he liked. [redacted] was grateful (as he knew there was a strong chance the color he had suggested (not in our brochures) would not be found).
[redacted] found a stain he liked and the job was completed. He was happy with the end result and paid the remaining balance of the job.Seven months later (in the month of December) [redacted] called saying he had seen gaps in the wood and that the gaps were showing a lighter color of wood (within the gaps) that had not shown before. Our estimator Yazmin not Evelin (Evelin is our office admin) went to see [redacted] and explained that wood expands and contracts depending on the weather. (attached you will find the technical publication [redacted] from the National Wood Flooring Association explaining gaping). [redacted] refused our offer. Four months later we found the first complaint on [redacted].
Yazmin offered a buff and coat as a courtesy to [redacted] (and I, the owner, went to check his complain and confirmed the diagnostic that Yazmin did was correct.) This included sending our crew to add stain to the gaps (so the color difference would not show) and to seal it, by buffing then applying a coat of polyurethane.[redacted] did not accept our offer and instead wanted us to do the job again. In the long run, he wanted to take advantage of the opportunity to change the stain.
Unfortunately we cannot take fault in the gaps that naturally occur in wood and thus cannot accept the fault [redacted] wants to put on us. We take pride in being a top company with our customers' needs and wants in mind. However it is unacceptable for a customer to try to take advantage of a natural situation to have his way.
AG Floors operates under honesty and we make everything clear and transparent from the beginning. Everything is documented and signed by a customer to protect their rights and choices, and to protect us in the case of someone trying to take advantage. [redacted] was handled no differently than all of our customers and while out of courtesy we tried to solve his problem, he refused and instead insisted on finding ways to dishonestly get his money back.
If you have any questions, please do not hesitate to contact me.
Samuel A
President