Lucys Hardwood Floor

Review: I hired Lucy's Hardwood Floors to sand and re-coat almost all the hardwood floors in my house. The quality of the work is very deficient, though it took an unreasonably long time to complete (over three weeks).There are gouges in the floors from where the sander remained in one place too long.They started to sand a floor I asked them not to touch and permanently ruined it without saying anything to me about the mistake. The stain was applied very unevenly. A significant amount of stain and polyurethane got on the newly painted baseboards.The polyurethane in some spots has many bubbles in it and wasn't spread properly.There are scuff marks on the walls coming up the steps where the equipment was brought upstairs. There was no discussion or effort to move the steam radiators so that they could refinish behind them. Instead, they just spread polyurethane over the dirt and dust. They never sanded or buffed these areas.There are footprints in the poly.To my knowledge, Lucy did not show up ONE TIME to this job to inspect or oversee the work. After I mentioned these problems to her, she said she'd take a look and fix the issues. Instead, she sent the same team out that performed the sub-par work and never inspected the job for herself.After the team left without really resolving the issues. Lucy took it upon herself to CHARGE MY CREDIT CARD WITHOUT AUTHORIZATION. I have repeatedly attempted to contact her for several days now without any success. She does not answer my calls or return the voice mails I have left.

Desired Settlement: DesiredSettlementID: Refund

First of all, I would like the unauthorized funds to be returned immediately. Then, I would like to discuss the resolution of all the other issues.

Business

Response:

Business Response /* (1000, 5, 2013/07/22) */

my company starts to work to [redacted] after I give him an estimate. he called me few weeks later to hire my services. I explained him all the process and time frame (but that is an estimate) we cannot control humidity in our consumers home. and in his case it was around 85% . It takes stain and polyurethane longer time to dry. also when we start labor my company request 50% down payment and 50% final payment due at the final coat. he decided to pay using his credit card. I processed first payment and my crew started his labor next day. every day we had to contact his property manager because [redacted] lives in other state and works all day .So he requested me to talk with his property manager when I needed something. So we called his manager every day one hour before we arrived at the job site so he could open the door. we noticed his house was taking longer to dry because of the high humidity. I told to [redacted] than his job will take longer than normal. but that I had on my contract one part saying than I cannot be responsable for reasons beyond my control.

When I finished his labor I called to Mr [redacted] and he told me there was a few issues on the job. I told him tha I could stop by and verify labor. that day was a Friday. Again he request me to contact his property manager. I called him on Saturday and Sunday (flexible days for me) He didn't answer. on Monday I called again and he told me he does not work on weekends. So I told him if I have time I will stop by at the same day or next day. I called next day and the property manager could not go there to point all issues. it was there one of his worker to let us in. we took care all problems he showed us.The next day I called the property manager to make sure it was finished . he said he thinks every thing was OK now. I called mr [redacted] to collect final payment. he did not responded. after 2 days I called the property manager again and he said clearly. if there is any problems I will give you a call but now we are all set. I called mrs Russuel during 5 more days to make sure how he would like to pay my company.I left him a message saying he was past due and when he signed my contract he was responsible to pay in full when the job was complete. his job was completed more then one week and I was not able to reach him over the phone. I knew I could use his credit card because I have his authorization to pay total amount. I just charged 50%

when we started but now I could charge other 50%. after 2 more days with no answers My accounting processed his credit card. one week later I was out for 2 weeks during my vacation. [redacted] called my cel phone and could not talk to me for few day. but my office number he never called so we could help him any time. when I return I called him and told him why I did not answers his phone call and he understand I told him what happens. about his manager never called me to complain and if there is any issue he has one year warranty on my labor. He told me he did not inspected his floors yet.But if there was any problems he will call me. Also he told me about the opened case he did against my company and if there is all set he will cancel this complaint.I am waiting to hear from next week. But about the purchase we had make we have his contract signed and the authorization included. also I have all conversation between us recorded and available to review any time.

Review: They installed the floor using substandard material and I asked for a high quality wood to match the rest of my floors. The floor has holes and cracks in it everywhere. The original hardwood laid in 1964 looks better then what they just put down brand new. I have buckling in one room. I have a gap of 1/2 inch between the wall and where the floor stops in one room. I have chips in the sheet rock on the rooms that were freshly painted. They asked me to take up the carpet and the floor molding to save money. They would then dispose of the wood and carpet. I did what we verbally agreed to and they didn't dispose of it. I have called and left at least 15 messages with no response.Desired Settlement: I would like a new floor laid with "select grade" wood to match the rest of my house or I would like a refund.