Hardwood Floor Solutions, Inc

Dear unhappy customerWe are truly sorry that things did not turn out the way we all wanted them toAfter having your floors resanded twice, we did not feel that we were going to be able to make you happyThat is why we did not collect the over $that was owed to usWe wanted to make you
happy and at this point, we feel giving you the opportunity to use your money elsewhere is the best and most appropriate thing to doOur sincerest regrets

Again we are sorry for the dissatisfactionAlthough we aim to please, it is not possible with everyoneThank you for your business. Sincerely,*** *** ***

Complaint: ***
I am rejecting this response because: This company continues to make misstatementThey did not re sand the floorIn fact they sent an e-mail*** had stated and we both had agreed that they would return on Monday to re sand and stain and complete he job by reinstall the new base boardsThey even misstated the balance due Given my expenses for the extra storage, extra nights in hotel, extended cost in pet care, trash removal cost, the amount of our cost not including the cost to reinstall the new baseboards far exceeds the $ 2,dollar credit they claimIt would be a crime if they could just walk away form their contract obligations by sanding a email stating they did bad work The *** was on site hours in daysThe worker that was fired worked on Sat and Sun to try to make the deadline *** had given me Why with so much experience would he let a person with month train a person with weeks run the project We were promised that a full experienced crew would perform the work and was assured the day we signed the contract the their best man would be doing the work I have video recording of *** the morning the job was to be done screaming at the employees about how bad the sanding was, and yet he allowed they to stain the floorTheir response is yet another series of misstatements starting with the fake auto accident they claimed the night before the start of the job delaying it by dayThe truth is they have only employees and were unable to start due to their work loadI think this case is beyond the Revdex.com ability to discover the truth and should be taken to a higher level such as the court system given I still am unable to move back into my home due to the rework the case has become very expensive on our partThe email makes my case alone without the security videos Respectfully submitted, On Sep 15, 1:PM, "*** ***" wrote: > > Dear *** & ***, > > I got off the phone with *** a little bit ago and he told me what happened at your jobI can not tell you how sorry we both areI really like you both and I hate that your job went so poorly! We are very sorryWe want you to know that this is not typical of our work, or of our company. > > *** spoke to his rep at *** *** who tested the stainHe said there is nothing wrong with itHis rep told him that most likely the floor just took the stain unevenly due to its ageThat being said, the sanding of the floor was not done wellJeremiah has been with us for months now and was in lead positionHe has been taught how to do things and has demonstrated his ability to do things right***, being the project manager spent time at your job during every step of the way, but in the end, he can't hold any employees hands, particularly when they've been trained, and demonstrated competenceWe cannot be sure what happened with this job, and I wish it hadn't been yours, but with so many different things Jeremiah focuses on, his mind was unfortunately not in itWe sadly will have to let him go. > > I just wanted to be straight with you about everythingAt this point we feel its right to cut our losses and recommend you hire someone else to resand & finish your floorsWe will not be requesting any further payment from you and trust that is more than enough to resand & finish your floorsWe really wish this had gone betterAgain, we apologize:( > *** *** >>> >>> Hardwood Floor Solutions, Inc
Sincerely,
*** ***

Dear Mr. [redacted],We regret that you are unhappy with your new floor and that you may have been inconvenienced. After we offer some corrections to a few of your statements, we would like to make you one more offer. Following that, our attorney has advised us to discontinue this conversation, as it is becoming more and more defamatory toward our company. First, here are some facts that you seem to have gotten incorrect. We have many, many happy customers and have always been complimented on our professionalism and courtesy. After [redacted], our company owner, installed your floor -- which, of course, means he was on the job in your home for much longer than eight hours -- we did have an employee who, for the first time in his six months with us, did not meet our standards with his sanding and finishing job. As soon as [redacted] saw his first attempt, he insisted that that employee do it over, which he did over a weekend. We were mystified that it was still sub-par. He has always done professional work for all previous customers. Perhaps it had something to do with the marijuana you offered him, of which, he confessed that he was smoking with you.That employee was immediately fired. However, there was no shouting match between him and [redacted]. We would be interested in viewing the video you claim to have if you believe it shows something different.You have kept in touch with our fired employee since that day. This seems an odd new friendship with the person who caused your problem in the first place. Have you perhaps contracted with him separately to re-sand your floor?We have not collected the second 50% of the total amount due, in deference to the inadequate sanding and finishing job, for which we have taken responsibility. See our offer below regarding that.Your home is currently completely livable, which makes us question your ongoing pet sitting and hotel expenses. It was certainly less livable when we arrived to find gaping holes in the walls and floors, some even open to the outside, prior to the work being started.We are sorry that things have turned out the way they did and we stand ready to make it right. If you will reverse your demand of thatFriday morning, after the second sanding and finishing attempt, to "Get your stuff and get out of here," we are willing to pick up our contract with you where we left off. We will re-sand your floors one more time and do it correctly. According to the contract, 90% of thebalance is due. Only after our work has been approved by you and any corrections made, will we expect the final 10% payment. We cannot refund your initial $2,300 for the 50% deposit as all of that money and more went into materials and labor and, though it is not yet perfect, you do have the benefit of a new floor for that amount. If you do not want to accept this offer, the contract will be voided and you are free to keep your $2300 for the use of it as you see fit. Please let us know your decision regarding our offer. We are anxious to add you to our long list of satisfied customers.