Cecil Dickinson Flooring and Acoustics

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.No offer was made to reconcile the disputeA recommendation to sand all floors was made but I was never advised the screening and resealing may not adhereThe poly in the rest of the house shows no damage from the dog or anything else The dog does go to the door and window when someone comes to the front door Only places where dog scratches are evident are in the areas that were screened and refinished Its very evident to me the poly is not adhering in these areas because the poly just flakes up after pressure is put on the floor from the dog or anything else You can run your fingernail over it and peal up the polyI don't think this is for any wood flooring which I have had in several homes I have owned I am not ask for the floors to be sanded and refinished for free but would request the cost of the original screening and sealing be taken off the cost of sanding and refinishing the areas in question which I am willing to pay for Regards, [redacted]

Response to Customer complaint:
" margin: 0px">*** ***
We have had numerous conversations with the customer to come out and look at the floor. We suggested before we started the job that the areas needed to be sanded. He chose not to sand them and his dog has since scratched the floor and he wants us to repair it. Let me explain :
Bank owned the house, Mr*** realtor and the banks realtor were working on an issue that occurred while the house was under winterization if I can remember correctly. At some point the kitchen floor was damaged due to water. We were contacted to provide a price to fix the damaged area only. The damaged area had to be replaced with new wood and sanded, stained and poly applied. Because the kitchen is adjacent to the dining room and some of the hallway, the bank agreed to pay for the sanding and staining of that area as well. However the allowed amount of $did not cover any of the area that was at the entrance of the home, as there was nothing wrong with that area regarding water damage. He asked for us to do the areas to match ( including the entrance , hall and setting room ( Piano room now). We advised that in order to do these areas it would all have to be sanded and stained to match the areas that we repaired. When he was told this would exceed the amount of the banks allowed amount he REFUSED this. He asked that we just screen/buff these areas and apply new poly. We advised that this would be within the amount allowed, however it needed to be sanded. He would not pay for this to be done. We advised this numerous times during the beginning stages of us taking the job. . You (Revdex.com) was not told this because the area where we were hired to repair is in fact not an issue. Those areas were done as recommended, sanded, stain and poly. And the customer is happy with the job we did.
He contacted me and asked if we would reapply polyurethane beings it was coming up. Our installer went to his home and saw that the poly was scratched up. Our installer went back to his home because Mr*** wanted additional work done on his home regarding a door frame and did not want to go thru our company, he wanted to have the employee/installer do this for him at a lower price rather than going thru us as a contractor. I was aware of this because our installer asked if he should do this beings he didn’t want to do anything unethical relating to *** Dickinson floors. I advised Mike that if he wanted to complete additional work for the customer that it was ok with me. When he went to the home to look at another project for the customer, at that time is when Mike saw the floor and in return advised me of the issue the customer stated he had. At that time he also advised me of the dog, and scratches from the dog. At this time they also discussed chemicals possibly on the floor. Our installer can verify this and has agreed to discuss it with you if need be. This was around August I sent him a letter to sign and send back . (which is attached for you to see.) I never received signed letter . Mr*** called me and stated to hold off on the floor because he was going to be out of the country and would contact us when he got backIf I remember correctly he said he will be out of country until end of September. If he contacted me between September and December I do not have record of exact dates I do have email from 12-15-17 stating the dates he wants his floor redone. I then told him beings it had been well over months that *** ( business owner) wants to come look at the floor. Once we got to the home, we noticed scratches by the door and window in the front of house. Clearly where the dog has been. Perhaps jumping up and looking out window sill and at the door These areas tell us that it is the pet that is the issue. Mr*** insisted that it was our fault that the poly was not adhering to the floor. *** told him that is completely obvious that he wants us to reapply poly to the areas that his dog has scratched up He stated in his complaint that the areas are were his dog walks. Mr*** also stated and I quote :” well you made out well with what you made off the job”. That was very uncalled for and actually irrelevant beings he was paid by the bank for the job, especially beings we had gone out of our way and made several trips to the home to check moisture readings, etcwhich I did not charge the customer for We could have completed the repair portion of the job for the entire amount of $and not applied poly to the additional areas that the customer wanted. But we did not do that, we advised the customer that we were within limits of the funding from the bank to apply poly to other areas. *** stated that it is not adhering because of his dog and we would not fix it for free. I advised him that I would send him a proposal to sand the floors and reapply the poly but there would be no discounts. Mr*** felt we should do this below cost beings we did the initial job. *** advised him again,, it’s the dogs fault, not our installation. I took pictures of the area in question if the Revdex.com would like to have them. The following week I received letter from you ( Revdex.com). He made the complaint on the very day we came to his home. But yet still wants us to provide him a proposal for sanding, which we strongly suggested from day one. I have not had any contact with the customer since I told him I would provide an estimate for sanding the floor. Once I received the letter from Revdex.com I have not sent him and estimate. He wants us to fix where his dog scratched the floor and fix it at our expense and we are not willing to do that. We have provide upmost customer service to Mr*** from the very beginning. At this point I am not sure what to do regarding this. I will wait to hear from you
Please let me know if you need more info.
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No offer was made to reconcile the dispute. A recommendation to sand all floors was made but I was never advised the screening and resealing may not adhere. The poly in the rest of the house shows no damage from the dog or anything else.  The dog does go to the door and window when someone comes to the front door.  Only places where dog scratches are evident are in the areas that were screened and refinished.  Its very evident to me the poly is not adhering in these areas because the poly just flakes up after pressure is put on the floor from the dog or anything else.  You can run your fingernail over it and peal up the poly. I don't think this is normal for any wood flooring which I have had in several homes I have owned.   I am not ask for the floors to be sanded and refinished for free but would request the cost of the original screening and sealing be taken off the cost of sanding and refinishing the areas in question which I am willing to pay for.    
Regards,
[redacted]

Review: [redacted] Dickenson Flooring was hired to screen and reseal hardwood flooring in an area of my home. After two months I recognized the sealer was coming up on the flooring where my very small dog (9) pounds, walks. Sealer can be picked up with fingernail easily. Mr.[redacted] came out and look at floor stating the pet was responsible for the sealer coming up. I have hardwood floors throughout my home and have no issues with any other areas except where the resealing was completed. They have refused to correct the problem.Exact dates of notification are unknown. Was made by telephone.Desired Settlement: Floors resealed or an arrangement made to have areas in question sanded, stained and resealed with some expense paid by myself for extra work involved in this process above what screening and sealing cost.

Business

Response:

Response to Customer complaint: [redacted]We have had numerous conversations with the customer to come out and look at the floor. We suggested before we started the job that the areas needed to be sanded. He chose not to sand them and his dog has since scratched the floor and he wants us to repair it. Let me explain : Bank owned the house, Mr. [redacted] realtor and the banks realtor were working on an issue that occurred while the house was under winterization if I can remember correctly. At some point the kitchen floor was damaged due to water. We were contacted to provide a price to fix the damaged area only. The damaged area had to be replaced with new wood and sanded, stained and poly applied. Because the kitchen is adjacent to the dining room and some of the hallway, the bank agreed to pay for the sanding and staining of that area as well. However the allowed amount of $5900.00 did not cover any of the area that was at the entrance of the home, as there was nothing wrong with that area regarding water damage. He asked for us to do the areas to match ( including the entrance , hall and setting room ( Piano room now). We advised that in order to do these areas it would all have to be sanded and stained to match the areas that we repaired. When he was told this would exceed the amount of the banks allowed amount he REFUSED this. He asked that we just screen/buff these areas and apply new poly. We advised that this would be within the amount allowed, however it needed to be sanded. He would not pay for this to be done. We advised this numerous times during the beginning stages of us taking the job. . You (Revdex.com) was not told this because the area where we were hired to repair is in fact not an issue. Those areas were done as recommended, sanded, stain and poly. And the customer is happy with the job we did. He contacted me and asked if we would reapply polyurethane beings it was coming up. Our installer went to his home and saw that the poly was scratched up. Our installer went back to his home because Mr. [redacted] wanted additional work done on his home regarding a door frame and did not want to go thru our company, he wanted to have the employee/installer do this for him at a lower price rather than going thru us as a contractor. I was aware of this because our installer asked if he should do this beings he didn’t want to do anything unethical relating to [redacted] Dickinson floors. I advised Mike that if he wanted to complete additional work for the customer that it was ok with me. When he went to the home to look at another project for the customer, at that time is when Mike saw the floor and in return advised me of the issue the customer stated he had. At that time he also advised me of the dog, and scratches from the dog. At this time they also discussed chemicals possibly on the floor. Our installer can verify this and has agreed to discuss it with you if need be. This was around August 2014. I sent him a letter to sign and send back . (which is attached for you to see.) I never received signed letter . Mr. [redacted] called me and stated to hold off on the floor because he was going to be out of the country and would contact us when he got back. If I remember correctly he said he will be out of country until end of September. If he contacted me between September and December I do not have record of exact dates. I do have email from 12-15-17 stating the dates he wants his floor redone. I then told him beings it had been well over 7 months that [redacted] ( business owner) wants to come look at the floor. Once we got to the home, we noticed scratches by the door and window in the front of house. Clearly where the dog has been. Perhaps jumping up and looking out window sill and at the door. These areas tell us that it is the pet that is the issue. Mr. [redacted] insisted that it was our fault that the poly was not adhering to the floor. [redacted] told him that is completely obvious that he wants us to reapply poly to the areas that his dog has scratched up. He stated in his complaint that the areas are were his dog walks. Mr. [redacted] also stated and I quote :” well you made out well with what you made off the job”. That was very uncalled for and actually irrelevant beings he was paid by the bank for the job, especially beings we had gone out of our way and made several trips to the home to check moisture readings, etc.. which I did not charge the customer for. We could have completed the repair portion of the job for the entire amount of $5900.00 and not applied poly to the additional areas that the customer wanted. But we did not do that, we advised the customer that we were within limits of the funding from the bank to apply poly to other areas. [redacted] stated that it is not adhering because of his dog and we would not fix it for free. I advised him that I would send him a proposal to sand the floors and reapply the poly but there would be no discounts. Mr. [redacted] felt we should do this below cost beings we did the initial job. [redacted] advised him again,, it’s the dogs fault, not our installation. I took pictures of the area in question if the Revdex.com would like to have them. The following week I received letter from you ( Revdex.com). He made the complaint on the very day we came to his home. But yet still wants us to provide him a proposal for sanding, which we strongly suggested from day one. I have not had any contact with the customer since I told him I would provide an estimate for sanding the floor. Once I received the letter from Revdex.com I have not sent him and estimate. He wants us to fix where his dog scratched the floor and fix it at our expense and we are not willing to do that. We have provide upmost customer service to Mr. [redacted] from the very beginning. At this point I am not sure what to do regarding this. I will wait to hear from you. Please let me know if you need more info. [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No offer was made to reconcile the dispute. A recommendation to sand all floors was made but I was never advised the screening and resealing may not adhere. The poly in the rest of the house shows no damage from the dog or anything else. The dog does go to the door and window when someone comes to the front door. Only places where dog scratches are evident are in the areas that were screened and refinished. Its very evident to me the poly is not adhering in these areas because the poly just flakes up after pressure is put on the floor from the dog or anything else. You can run your fingernail over it and peal up the poly. I don't think this is normal for any wood flooring which I have had in several homes I have owned. I am not ask for the floors to be sanded and refinished for free but would request the cost of the original screening and sealing be taken off the cost of sanding and refinishing the areas in question which I am willing to pay for.

Regards,