Bona US

Complaint: [redacted] I am rejecting this response because:If you read the report from basic coatings thoroughly it says the test performed was not conclusive for acrylic and only shows an unknown possibly sticky substance- which would most likely be from bona buildup in my opinionAlso the response from the company would be accepted if the white stain issue only occurred on the first floor or kitchen area where other cleaners may have been used or if the cleaners like pledge and stainless steel mentioned in the companies response were used in my houseI spoke with bona customer service and stated we use water and vinegar spray as a main cleaner in my homeThe white stains appear on the second floor and several other areas where Only bona was used.The only two items used on my floors I repeat have been water and bonaIn areas where bona was never used such as under area rugs no white stains/cloudy stains occurOnly where bona has been used on first AND second floor do white stains appearIt is a consistent buildup everywhere bona was used and where it wasn't used the floors are fineIn conclusion it will not take long to go online and find other consumers with similar complaints Sincerely [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Hi Revdex.com and [redacted] ,Sorry to hear that you had an issue with the application of our Bona Polist's not the typical result of the one million plus units of polish that customers buy and apply every year; but sometimes there are application mistakes or perhaps incompibility with other maintenance products on or around the floorWe'd be happy to send you down some Bona Polish Remover, at no charge, to help you get it back to the condition that it was in prior to applying the polishI could not find your call record in our database, so please let me know how many square feet of flooring that you'll need to treat so that I can send you down enough to do the jobAlso, if you have any questions prior to using the Polish Remover, feel free to touch base with our call center at [redacted] , or watch some of the videos online at www.bona.com.Regards, [redacted]

Bona has been in contact with Ms***, and with the contractor, *** *** (*** Woodfloors)Her floors have already been inspected by a competitive finish manufacturer (Basic Coatings) and the contractorThe Basic Coatings representative tested some areas to remove the residue and stated
that it was acrylic in nature and followed up with an email to our distributor and the contractor that their lab confirmed that Bona Hardwood Floor Cleaner has acrylic in itHowever, this is untrue and our floor cleaning products have never had any acrylics as an ingredientWe do agree however that the reaction that Ms*** is seeing on her floor - turning white when subjected to water - is a common trait with an acrylic or wax residue buion the floor, but is not something that we've ever experienced when only Bona Cleaner is present on the surfaceWe've explained to Ms*** that this residue most likely came from the cleaning products used on other items in the house; namely counter-top cleaner, stainless steel cleaner, furniture polish, and similar productsThe over-spray from these products most likely ended up on her floor and has built up over time to the point where it's now visible when reacting with water on the floorMs***'s contractor, *** ***, has offered to do a deep cleaning of her floors with the product that the Basic Coatings rep suggested and his floor scrubber machine, but for the cost of materials and laborThe issue occurring on Ms***'s floor is not caused by a defect in the Bona Cleaner, but from over-spray of other cleaning products used above the floor and neither Bona, nor *** Woodfloors feel any obligation to resolve the issue for her at no charge, when it was not caused by our product nor Mr*** workmanship

Dear Revdex.com and Ms***,Any supposed buiof residue left behind from using Bona Hardwood Floor Cleaner products would not turn white when exposed to waterAs we (Bona), the finish manufacturer (Basic Coatings) and the contractor have explained to Ms***, this reaction is indicative of acrylic, wax, or grease on the floor - of which there is zero % of any of those ingredients in Bona cleanersIf this residue issue was a habitual problem or defect in the Bona cleaning products, it would not be the #branded hardwood floor cleaning product in the worldAs hardwood flooring experts, we would simply not have it on the market and consumers would not repurchase itBona cleaning products have been on the market since the early 1990'sMost likely, the acrylic, wax or greasy residue that has caused this problem was either spread/tracked to other parts of the floor and house by the floor cleaning methods of Ms***'s cleaning person or herself, etcFrom what we were told by the contractor, the worst area is in the kitchen and then gradually diminishes throughout the rest of the floorThis issue can be initially resolved by having the floors deep cleaned with a stronger cleaner and floor scrubber machine, which the contractor has already offered to do for his cost, from an email to Ms*** on Nov(cost of labor plus materials), and Basic Coatings was going to donate the deep cleanerLong-term, Ms *** will need to evaluate the other cleaning products that her housekeeper uses, and or the cooking processes if it's thought to be a grease build-up, and change the suspected processes or at least plan to have her floors deep cleaned periodically as the buibecomes noticeable again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:If you read the report from basic coatings thoroughly it says the test performed was not conclusive for acrylic and only shows an unknown possibly sticky substance- which would most likely be from bona buildup in my opinion. Also the response from the company would be accepted if the white stain issue only occurred on the first floor or kitchen area where other cleaners may have been used or if the cleaners like pledge and stainless steel mentioned in the companies response were used in my house. I spoke with bona customer service and stated we use water and vinegar spray as a main cleaner in my home. The white stains appear on the second floor and several other areas where Only bona was used.The only two items used on my floors I repeat have been water and bona. In areas where bona was never used such as under area rugs no white stains/cloudy stains occur. Only where bona has been used on first AND second floor do white stains appear. It is a consistent buildup everywhere bona was used and where it wasn't used the floors are fine. In conclusion it will not take long to go online and find other consumers with similar complaints.  
Sincerely
[redacted]

Hi Revdex.com and [redacted],Sorry to hear that you had an issue with the application of our Bona Polish. It's not the typical result of the one million plus units of polish that customers buy and apply every year; but sometimes there are application mistakes or perhaps incompibility with other maintenance...

products on or around the floor. We'd be happy to send you down some Bona Polish Remover, at no charge, to help you get it back to the condition that it was in prior to applying the polish. I could not find your call record in our database, so please let me know how many square feet of flooring that you'll need to treat so that I can send you down enough to do the job. Also, if you have any questions prior to using the Polish Remover, feel free to touch base with our call center at [redacted], or watch some of the videos online at www.bona.com.Regards,[redacted]