Highland Hardwood Flooring & Millwork, LLC

SEE ATTACHMENT FOR ORIGINAL DOCUMENT RESPONSE.Re: Response to Complaint D [redacted] We gave customer an estimate on year old floor with two options: Sand & Buff or cover the floorCustomer chose the more affordable option of sanding and buffingIn original estimate a price was also quoted for repairs to be doneWe made a special trip to property so customer could view the sanding and he agreed to it.After the sanding, customer saw additional repairs needed, but did not want to pay for those repairsI looked at extra repairs that consisted of sagging, splinters, etcPine floors can be or may not be prone to splinters popping upEach time splinters appeared, he requested repairs, but wanted it done at no costCustomer paid for this job when completed, but continued to call for 2-weeks later for free repairsCustomer hired us for another job, He still owes us $for the second job.Our installer went back on three different occasions on his own time to fix repairs and satisfy customerWe take care of our customers, however, we cannot perform work for free.The original job quoted was completed, therefore, no refund will be given[redacted]

Revdex.com: I have reviewed the response 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 My complaint is not concerning the buckling of the floorsIt is with the excessive cracks between floor boards, most of which exceed industry standardsThese cracks are actually space created by a beveled edge in the floor boards that were filled with putty after the floor was laidThe putty has since fallen out as it is not meant for such large spacesI am in the process of removing the boards and have visual confirmation the floor was laid improperlypercent of the boards were laid bevel side up, percent were laid with the correct side up and percent of the boards have a bevel on one edge and none on the other where the length of the board was cut to fit a custom widthI received a quote from another company who has refused to refinish the floor because there is so much putty in itThey are only willing to remove and replaceIf I do not get a satisfactory result I will pursue legal action Regards, [redacted] ***

See attachment for formal response.After inspection of your hardwood floors, I have determined the damage that has occurred is not due to our workmanshipThe floors that we installed were installed correctly.It appears to me that the damage has occurred due to moisture in the crawl space under the
floorsI did a moisture reading of the house and crawl space that read 30% moistureWe are not responsible for the moisture in the homeThe buckling of the floors has been caused by flower pots sitting on the floor which have overflowed or had water seepage in the wood.I have photos of the moisture readings in crawl space, new and old floors and damage under the flower potsThese elements have caused the problem in your home.We honor a one-year warranty for our customers on all of our work when it is determined that the damage is the result of poor workmanship or faulty material.Sincerely,*** ***Owner|Highland Hardwood Flooring

SEE ATTACHMENT FOR ORIGINAL DOCUMENT RESPONSE.Re: Response to Complaint D [redacted]We gave customer an estimate on 120 year old floor with two options: Sand & Buff or cover the floor. Customer chose the more affordable option of sanding and buffing. In original estimate a price was also quoted...

for 2 repairs to be done. We made a special trip to property so customer could view the sanding and he agreed to it.After the sanding, customer saw additional repairs needed, but did not want to pay for those repairs. I looked at extra repairs that consisted of sagging, splinters, etc. Pine floors can be or may not be prone to splinters popping up. Each time splinters appeared, he requested repairs, but wanted it done at no cost. Customer paid for this job when completed, but continued to call for 2-3 weeks later for free repairs. Customer hired us for another job, He still owes us $250 for the second job.Our installer went back on three different occasions on his own time to fix repairs and satisfy customer. We take care of our customers, however, we cannot perform work for free.The original job quoted was completed, therefore, no refund will be given.[redacted]

Revdex.com:
I have reviewed the response 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.
My complaint is not concerning the buckling of the floors. It is with the excessive cracks between floor boards, most of which exceed industry standards. These cracks are actually space created by a beveled edge in the floor boards that were filled with putty after the floor was laid. The putty has since fallen out as it is not meant for such large spaces. I am in the process of removing the boards and have visual confirmation the floor was laid improperly. 50 percent of the boards were laid bevel side up, 25 percent were laid with the correct side up and 25 percent of the boards have a bevel on one edge and none on the other where the length of the board was cut to fit a custom width. I received a quote from another company who has refused to refinish the floor because there is so much putty in it. They are only willing to remove and replace. If I do not get a satisfactory result I will pursue legal action. 
Regards,
[redacted]