Hardwoodz

Dear Valued Customer, I want to start this letter with first apologizingI'm truly sorry that your experience with us caused you to feel frustrated and stressedWe have been in business since and we take pride in our workSo much pride that in the past 13yrs we have never had such a complaint and majority of our business is generated by word of mouthNow I would like to take a moment to address your concernsAs the contract states three coats of Water Base Polyurethane was appliedIrregardless of the "professional opinion" that was sought there's currently no polyurethane on the market that can resist the effect of dog urine or any other harsh chemicalsEspecially during the curing processIn regards to the old floor color bleeding throughI understand that the "professional opinion" that was sought out stated that it is "due to not having been sanded enough." That is an inaccurate statementAs professionals we follow the NWFA sanding protocolWith that being said, we first sand the hardwood floors with a coarse-grade abrasive to remove previous finishThe second pass thru we use a medium-grade abrasive that flattens the hardwood floorsThe third and final pass thru we use a fine-grade abrasive that smoothes out the hardwood floorsAs professionals we overlap ALL of our passesBy following this protocol there's no chance of old finish nor old stain remaining, the end result is a nice clean raw hardwood floorRegarding the treadsyes per work agreement they were to be 100% sanded and refinishedWe did try to pull the runner, but due to how it was installed previously we were unable to remove itWe should have called you while you were on vacation and allowed you to make the final decisionYou are the customer and we should have allowed you to decide on rather you were okay with us cutting the runner or just sanding and refinishing the edges of the treads that were exposedThe nose piece under basement door that had been gouged by the dog was actually replaced free of chargeThere was nothing in the contract that stated that we would provide new and there was no additional charges on the final invoice for the new nosing I did apologize for the hole in the wall and still to this day I'm extremely embarrassedI personally did not know of this until homeowner texted a photo to me on 12/09/It was not our intention to have the homeowner deal with the wall repair on their ownWe emailed homeowner on 12/12/asking for the paint color and what their availability was for that weekOur mission was to fix the hole and repaint the wall the same dayWe kept in contact each day that week with the homeownerHomeowner was unable to find the paint color usedBy the time we reached out again about the wall repair the homeowner stated that the repair has been taken care off and that we should be receiving a certified letter in the mail requesting full refund In conclusion, we will grant the homeowners request and refund the full amountWe do not agree with 90% of the complaints madeDog urine will ruin hardwood floors and no polyurethane is manufactured with the guarantee that it will withstand such harsh chemicals especially before the curing timeThe original hardwood floors were stained natural or "light" stain and we stained them a Chestnut colorBased on the pictures that homeowner emailed there's no way that the "old" stain is bleeding thru darkerEspecially when we followed the NWFA sanding and refinishing protocolAll of our estimates and contracts state "Due to the nature of this type of construction the lower trims and walls may require touch-ups or repainting at homeowners expense." However, our main concern is the homeowner and how she feelsOnce again, I am truly sorry that you felt frustrated and stressed thru this processYou will be receiving a check in the mail for the full refund within the next business daysWe encourage you to contact the office via phone or email once check has been receivedSincerely, [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 upon receipt of the check for the full refund.  I will notify the business directly via email once received as requested.
Sincerely,
[redacted]

We are currently seeking product information from the manufacture of the polyurethane that was used on the hardwood floors. We will need more time to gather the correct information.

Complaint: [redacted]
I am rejecting this response because:
Business response was that they are gathering additional information, so I marked this as "rejected" so that it would not appear to be resolved.
Sincerely,
[redacted]

Dear Valued Customer, I want to start this letter with first apologizing. I'm truly sorry that your experience with us caused you to feel frustrated and stressed. We have been in business since 2004 and we take pride in our work. So much pride that in the past 13yrs we have never had such a complaint and majority of our business is generated by word of mouth. Now I would like to take a moment to address your concerns. As the contract states three coats of Water Base Polyurethane was applied. Irregardless of the "professional opinion" that was sought there's currently no polyurethane on the market that can resist the effect of dog urine or any other harsh chemicals. Especially during the curing process. In regards to the old floor color bleeding through. I understand that the "professional opinion" that was sought out stated that it is "due to not having been sanded enough." That is an inaccurate statement. As professionals we follow the NWFA sanding protocol. With that being said, we first sand the hardwood floors with a coarse-grade abrasive to remove previous finish. The second pass thru we use a medium-grade abrasive that flattens the hardwood floors. The third and final pass thru we use a fine-grade abrasive that smoothes out the hardwood floors. As professionals we overlap ALL of our passes. By following this protocol there's no chance of old finish nor old stain remaining, the end result is a nice clean raw hardwood floor. Regarding the 12 treads... yes per work agreement they were to be 100% sanded and refinished. We did try to pull the runner, but due to how it was installed previously we were unable to remove it. We should have called you while you were on vacation and allowed you to make the final decision. You are the customer and we should have allowed you to decide on rather you were okay with us cutting the runner or just sanding and refinishing the edges of the treads that were exposed. The nose piece under basement door that had been gouged by the dog was actually replaced free of charge. There was nothing in the contract that stated that we would provide new and there was no additional charges on the final invoice for the new nosing.  I did apologize for the hole in the wall and still to this day I'm extremely embarrassed. I personally did not know of this until homeowner texted a photo to me on 12/09/16. It was not our intention to have the homeowner deal with the wall repair on their own. We emailed homeowner on 12/12/16 asking for the paint color and what their availability was for that week. Our mission was to fix the hole and repaint the wall the same day. We kept in contact each day that week with the homeowner. Homeowner was unable to find the paint color used. By the time we reached out again about the wall repair the homeowner stated that the repair has been taken care off and that we should be receiving a certified letter in the mail requesting full refund.  In conclusion, we will grant the homeowners request and refund the full amount. We do not agree with 90% of the complaints made. Dog urine will ruin hardwood floors and no polyurethane is manufactured with the guarantee that it will withstand such harsh chemicals especially before the curing time. The original hardwood floors were stained natural or "light" stain and we stained them a Chestnut color. Based on the pictures that homeowner emailed there's no way that the "old" stain is bleeding thru darker. Especially when we followed the NWFA sanding and refinishing protocol. All of our estimates and contracts state "Due to the nature of this type of construction the lower trims and walls may require touch-ups or repainting at homeowners expense." However, our main concern is the homeowner and how she feels. Once again, I am truly sorry that you felt frustrated and stressed thru this process. You will be receiving a check in the mail for the full refund within the next 15 business days. We encourage you to contact the office via phone or email once check has been received. Sincerely,[redacted]