Craig T*** AttachmentsJul (days ago)to me Hi ***,I received a letter in the mail about a complaint from a previous customerI apologize for the delay in my response as we were out of town last weekWe have been dealing with
this customer since last July (2015)Before the project began for ***, we first had to find the flooring that she would approveWe offered numerous options but all were out of her price range, for example she specifically wanted Brazilian Cherry but she did not want to spend the moneyWe informed her via text message of the prices and that the Brazilian Cherry was very good quality, thus the higher price, but she needed cheaper optionsOur suppliers do not offer any product that was in her pice range so we had to find a cheaper routeThe cheaper supplier we went through was *** Liquidators, we sent her dozens of prices and options to choose fromWe gave the material to her at cost in order to help make the project more affordable for her ($3.49/sq ft which included the bamboo flooring as well as top quality underlayment)Before we ordered the material, we had to confirm with *** if she wanted us to order/install any transition piecesShe did not want any installed and therefore we did not order anyThere was also an island in the kitchen that they requested to be moved so the floors could be installed underneath it as *** requestedThe floor was installed in July and everything went very smoothly until she notified us in September that boards near the bathroom were starting to have a gapWe all thought it was due to the toilet leaking (which we fixed)We offered to fix the gaps by either relaying the floor in that area or by installing transition piecesShe did not want transition pieces installed because, in her own words, "they would look stupid"She then asked us to install an entirely new room with the same floor free of charge to make up for the gapping in the hall/bathroom area, which we finally agreed to do at costWe charged her $3.49/sq ft again for the material only and we charged her $for laborIt took of our foremen days to installThe install was done at the end of November of *** sent Craig a text in January saying the more gaps were appearing all over the floorsWe contacted a local inspector by the name of *** *** who stated the following in an email: "Floating solid floors (including strand bamboo can shrink significantly under conditionsA 5" wide board can shrink approx1/of an inch across the width with each 1% MC...under optimal conditions that is 3-4% seasonallyif the floor was feet long (widthwise direction)...that could result in a total seasonal shrinkage of an inch or more! if there is not central humidification, even worse!" Since it was January, we did not want to bother with the floors because of the natural way that floors expand and contractWe decided to wait to revisit the floors in May after the cold season was over to see if the gaps fixed themselvesIt was then that *** hired the Inspect Solutions (who *** *** referred us to) who provided the report that has been attachedThe findings from the inspector show that the gapping was caused by things: Lack of transition pieces and An island being installed on the floorWe completely understand that it is our responsibility as the professionals to advise our customers on what is needed for any given job, and in this case the customer was adamant on not wanting transition piecesOverall, this project did have issues with the toilet leaking that we fixed immediately because we admitted faultHowever, we fully support our original statement to *** that the flooring is a manufacturing issueThe boards are supposed to be 5" wide exactlyI went up to *** *** myself last week (June 2016) to re-measure the boards they have in their show room and they did in fact measure 5" wideHowever, the inspector clearly states in his report that he measured the boards as being between 4" 28/32-4" 29/If every single board was originally 5" wide and shrank to those widths that were measured, that would create massive gaps in the floorYou can read information regarding *** *** shrinking Peking Antique Strand Bamboo floors all over the internetThere are lawsuits that are being filed against them for this exact floor for this exact shrinking issueWe informed *** that it would be wise to contact someone regarding those lawsuits and getting involved, but instead she has chosen to blame us for the issue at hand. Please let me know if you have any questions or need to confirm any detailsI am happy to help and get this complaint taken care ofWe pride ourselves in our perfect star reviews, it is very unfortunate that *** has chosen to blame us for the issues at hand because it is tarnishing our excellent reputationWe have always fixed every issue that has occurred for any of our clients as a result of our own mistakesThank you!Christine T***Hazelwood Floors, [email protected]
---------- Forwarded message ----------From: Craig T*** Date: Mon, Oct 24, at 10:PMSubject: Complaint Response # ***To: ***@cleveland.Revdex.com.orgHello ***,This email is in response to claim# ***.We
apologize for neglecting to renew our NWFA membership in time and for making it seem as though we are misleading customersCraig T*** has been a member of NWFA in the past and has taken training courses at their headquarters in StLouis, MOMemberships are renewed every year in July and, as business owners whose primary busy season is the summer, membership renewal was not high on the list and was forgottenAs of October 24, we have just renewed our membership, feel free to call and confirm this with NWFA. Thank you,Craig T***Hazelwood Floors, [email protected]
I had the best experience with Hazelwood FloorsI was actually referred to them by different people - my parents had used them as well as one of my neighbors who do not know each otherThat couldn't be a coincidenceI knew they would be good and they were better than I expectedMy parents have an old Lakewood house that is all original oak hardwood floors that had paint caked on it and Hazelwood floors was able to make it look brand newMy neighbor and I both have newer homes that were built in 2000's with pre-finished solid wood that had an awful bevelMy neighbor ended up choosing a custom stain color and then did coats of polyurethane and they look awesomeI however chose to go a more natural eco-friendly route and used Rubio MonocoatMy floors look amazing, we used the 5% white color on our 5" wide plank floorsMy house didn't smell, it took a day faster to complete because there was no polyurethane involvedWe have a new baby so the less chemicals in the air the betterJust google Rubio Monocoat 5% white and my floors look just like thatThey are truly amazing, Craig and his crew were so courteous, clean and knowledgeableI am sure they are the absolute BEST in ClevelandI couldn't be happier!
Craig T*** AttachmentsJul (days ago)to me Hi ***,I received a letter in the mail about a complaint from a previous customerI apologize for the delay in my response as we were out of town last weekWe have been dealing with
this customer since last July (2015)Before the project began for ***, we first had to find the flooring that she would approveWe offered numerous options but all were out of her price range, for example she specifically wanted Brazilian Cherry but she did not want to spend the moneyWe informed her via text message of the prices and that the Brazilian Cherry was very good quality, thus the higher price, but she needed cheaper optionsOur suppliers do not offer any product that was in her pice range so we had to find a cheaper routeThe cheaper supplier we went through was *** Liquidators, we sent her dozens of prices and options to choose fromWe gave the material to her at cost in order to help make the project more affordable for her ($3.49/sq ft which included the bamboo flooring as well as top quality underlayment)Before we ordered the material, we had to confirm with *** if she wanted us to order/install any transition piecesShe did not want any installed and therefore we did not order anyThere was also an island in the kitchen that they requested to be moved so the floors could be installed underneath it as *** requestedThe floor was installed in July and everything went very smoothly until she notified us in September that boards near the bathroom were starting to have a gapWe all thought it was due to the toilet leaking (which we fixed)We offered to fix the gaps by either relaying the floor in that area or by installing transition piecesShe did not want transition pieces installed because, in her own words, "they would look stupid"She then asked us to install an entirely new room with the same floor free of charge to make up for the gapping in the hall/bathroom area, which we finally agreed to do at costWe charged her $3.49/sq ft again for the material only and we charged her $for laborIt took of our foremen days to installThe install was done at the end of November of *** sent Craig a text in January saying the more gaps were appearing all over the floorsWe contacted a local inspector by the name of *** *** who stated the following in an email: "Floating solid floors (including strand bamboo can shrink significantly under conditionsA 5" wide board can shrink approx1/of an inch across the width with each 1% MC...under optimal conditions that is 3-4% seasonallyif the floor was feet long (widthwise direction)...that could result in a total seasonal shrinkage of an inch or more! if there is not central humidification, even worse!" Since it was January, we did not want to bother with the floors because of the natural way that floors expand and contractWe decided to wait to revisit the floors in May after the cold season was over to see if the gaps fixed themselvesIt was then that *** hired the Inspect Solutions (who *** *** referred us to) who provided the report that has been attachedThe findings from the inspector show that the gapping was caused by things: Lack of transition pieces and An island being installed on the floorWe completely understand that it is our responsibility as the professionals to advise our customers on what is needed for any given job, and in this case the customer was adamant on not wanting transition piecesOverall, this project did have issues with the toilet leaking that we fixed immediately because we admitted faultHowever, we fully support our original statement to *** that the flooring is a manufacturing issueThe boards are supposed to be 5" wide exactlyI went up to *** *** myself last week (June 2016) to re-measure the boards they have in their show room and they did in fact measure 5" wideHowever, the inspector clearly states in his report that he measured the boards as being between 4" 28/32-4" 29/If every single board was originally 5" wide and shrank to those widths that were measured, that would create massive gaps in the floorYou can read information regarding *** *** shrinking Peking Antique Strand Bamboo floors all over the internetThere are lawsuits that are being filed against them for this exact floor for this exact shrinking issueWe informed *** that it would be wise to contact someone regarding those lawsuits and getting involved, but instead she has chosen to blame us for the issue at hand. Please let me know if you have any questions or need to confirm any detailsI am happy to help and get this complaint taken care ofWe pride ourselves in our perfect star reviews, it is very unfortunate that *** has chosen to blame us for the issues at hand because it is tarnishing our excellent reputationWe have always fixed every issue that has occurred for any of our clients as a result of our own mistakesThank you!Christine T***Hazelwood Floors, [email protected]
---------- Forwarded message ----------From: Craig T*** Date: Mon, Oct 24, at 10:PMSubject: Complaint Response # ***To: ***@cleveland.Revdex.com.orgHello ***,This email is in response to claim# ***.We
apologize for neglecting to renew our NWFA membership in time and for making it seem as though we are misleading customersCraig T*** has been a member of NWFA in the past and has taken training courses at their headquarters in StLouis, MOMemberships are renewed every year in July and, as business owners whose primary busy season is the summer, membership renewal was not high on the list and was forgottenAs of October 24, we have just renewed our membership, feel free to call and confirm this with NWFA. Thank you,Craig T***Hazelwood Floors, [email protected]
I had the best experience with Hazelwood FloorsI was actually referred to them by different people - my parents had used them as well as one of my neighbors who do not know each otherThat couldn't be a coincidenceI knew they would be good and they were better than I expectedMy parents have an old Lakewood house that is all original oak hardwood floors that had paint caked on it and Hazelwood floors was able to make it look brand newMy neighbor and I both have newer homes that were built in 2000's with pre-finished solid wood that had an awful bevelMy neighbor ended up choosing a custom stain color and then did coats of polyurethane and they look awesomeI however chose to go a more natural eco-friendly route and used Rubio MonocoatMy floors look amazing, we used the 5% white color on our 5" wide plank floorsMy house didn't smell, it took a day faster to complete because there was no polyurethane involvedWe have a new baby so the less chemicals in the air the betterJust google Rubio Monocoat 5% white and my floors look just like thatThey are truly amazing, Craig and his crew were so courteous, clean and knowledgeableI am sure they are the absolute BEST in ClevelandI couldn't be happier!