Initial Business Response /* (1000, 13, 2015/08/22) */
Contact Name and Title: Doug [redacted]/ Owner
Contact Phone: XXX-XXX-XXXX
We (Top Notch Hardwood Flooring) were hired by the [redacted]'s to sand, stain, and apply finish to the hardwood flooring they had already installed. We arrived on the day the...
[redacted]'s and I agreed upon (Thursday, July 23rd). My 2 employees and myself sanded and stained (stain that was selected by the [redacted]'s)the floor. When we arrived back to the residence the next day (Friday, July 24th) their daughter told us her dad wanted to know if we could tone the color down. I told her we could not. We would have to sand the whole floor again. She called her dad and she told us her dad said the floor looked good to go ahead and finish. We applied 4 coats of polyurethane that day which completed the job. On Saturday morning (July 25th) Mr [redacted] called my cell and proceeded to tell me we did not sand the nook area, that we sanded the floor incorrectly, and the floor looked horrible. He continued his rant for some time. I did interrupt to tell him I am not going to sit and listen to him [redacted] at me. I ask him what he wanted to do because if I came back over I would do the same steps has I had done previously. He said if I wanted to walk away from the job well that is up to me. My response was, "Well, that would be [redacted] good for you, wouldn't it"? I have been doing hardwood flooring for 22 years. My employees and I completed the [redacted]'s floor the same as we do every other floor. The nook area was sanded by a hand held sand machine as it is not possible to fit our big sander in that area. We used 120 grit sand paper to sand the whole floor with our large sander. There is absolutely no way the sander could not have sanded the floor unevenly. As far as the comment about using "sticky sheets", per recommendation from the National Wood Flooring Association, sticky sheets are highly discouraged due to the polyurethane WILL NOT stick to the wood floor. To this date August 22nd, 2015 the [redacted]'s have not paid Top Notch Hardwood Flooring for any work we completed at their residence.
Initial Consumer Rebuttal /* (3000, 17, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Doug [redacted] called the next week, he had not sent us an invoice. He said he needed to get together with us to get paid. My husband spoke to him for five minutes, reiterated our complaints about the floor that what had been done already was rough to the touch, especially where the stain was blotchy, boards were not sanded to the same height next to each other as in the pictures submitted and that the job had not been finished. Then, Doug [redacted] claimed that he had finished the job on Friday, when he was supposed to have come to finish on Saturday. Yes, my husband said Doug [redacted] was lying as the floor had not been finished. I was there, right next to him. He nicely said that he had said enough and then hung up. I have attached the [redacted] Spec Sheets for their products. Based on the manufacturer requirements for their products, this company was not here for sufficient time to properly use all the products. They were here for about 5 hours on two days. With the dry times listed between coats, sanding, cleaning up of sanding dust etc.... there is no way that the contractor completed the job.
Final Consumer Response /* (3000, 23, 2015/08/25) */
[redacted]Document Attached[redacted]
Specicifications for [redacted] products. Products used on our floor include the filler, two coats of stain (supposed to be anyway), four coats of HD Traffic. Notice time for each product to dry, if conditions are perfect (it was very humid when they were here) is at least TWO - THREE hours between coats of stain and sealer. The filler stated between 30 minutes and two hours. The specifications specifically state that high humidity will INCREASE dry time. They were only here for about ten hours total over two days.
Thursday they were supposed to Sand with a coarse grit, sand with a finer grit, fill and then do the final sanding. They they needed to thoroughly clean the area before applying stain. Two coats of stain were to be applied (I was told one coat on Thursday and the second would be Friday morning) and he had agreed to apply four coats of the HD Traffic sealer. Two were supposed to applied on Friday and then two more on Saturday.
Initial Business Response /* (1000, 13, 2015/08/22) */
Contact Name and Title: Doug [redacted]/ Owner
Contact Phone: XXX-XXX-XXXX
We (Top Notch Hardwood Flooring) were hired by the [redacted]'s to sand, stain, and apply finish to the hardwood flooring they had already installed. We arrived on the day the...
[redacted]'s and I agreed upon (Thursday, July 23rd). My 2 employees and myself sanded and stained (stain that was selected by the [redacted]'s)the floor. When we arrived back to the residence the next day (Friday, July 24th) their daughter told us her dad wanted to know if we could tone the color down. I told her we could not. We would have to sand the whole floor again. She called her dad and she told us her dad said the floor looked good to go ahead and finish. We applied 4 coats of polyurethane that day which completed the job. On Saturday morning (July 25th) Mr [redacted] called my cell and proceeded to tell me we did not sand the nook area, that we sanded the floor incorrectly, and the floor looked horrible. He continued his rant for some time. I did interrupt to tell him I am not going to sit and listen to him [redacted] at me. I ask him what he wanted to do because if I came back over I would do the same steps has I had done previously. He said if I wanted to walk away from the job well that is up to me. My response was, "Well, that would be [redacted] good for you, wouldn't it"? I have been doing hardwood flooring for 22 years. My employees and I completed the [redacted]'s floor the same as we do every other floor. The nook area was sanded by a hand held sand machine as it is not possible to fit our big sander in that area. We used 120 grit sand paper to sand the whole floor with our large sander. There is absolutely no way the sander could not have sanded the floor unevenly. As far as the comment about using "sticky sheets", per recommendation from the National Wood Flooring Association, sticky sheets are highly discouraged due to the polyurethane WILL NOT stick to the wood floor. To this date August 22nd, 2015 the [redacted]'s have not paid Top Notch Hardwood Flooring for any work we completed at their residence.
Initial Consumer Rebuttal /* (3000, 17, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Doug [redacted] called the next week, he had not sent us an invoice. He said he needed to get together with us to get paid. My husband spoke to him for five minutes, reiterated our complaints about the floor that what had been done already was rough to the touch, especially where the stain was blotchy, boards were not sanded to the same height next to each other as in the pictures submitted and that the job had not been finished. Then, Doug [redacted] claimed that he had finished the job on Friday, when he was supposed to have come to finish on Saturday. Yes, my husband said Doug [redacted] was lying as the floor had not been finished. I was there, right next to him. He nicely said that he had said enough and then hung up. I have attached the [redacted] Spec Sheets for their products. Based on the manufacturer requirements for their products, this company was not here for sufficient time to properly use all the products. They were here for about 5 hours on two days. With the dry times listed between coats, sanding, cleaning up of sanding dust etc.... there is no way that the contractor completed the job.
Final Consumer Response /* (3000, 23, 2015/08/25) */
[redacted]Document Attached[redacted]
Specicifications for [redacted] products. Products used on our floor include the filler, two coats of stain (supposed to be anyway), four coats of HD Traffic. Notice time for each product to dry, if conditions are perfect (it was very humid when they were here) is at least TWO - THREE hours between coats of stain and sealer. The filler stated between 30 minutes and two hours. The specifications specifically state that high humidity will INCREASE dry time. They were only here for about ten hours total over two days.
Thursday they were supposed to Sand with a coarse grit, sand with a finer grit, fill and then do the final sanding. They they needed to thoroughly clean the area before applying stain. Two coats of stain were to be applied (I was told one coat on Thursday and the second would be Friday morning) and he had agreed to apply four coats of the HD Traffic sealer. Two were supposed to applied on Friday and then two more on Saturday.