Ms. [redacted], We make it very clear to ALL of our customers we use a dustless process which means the SEVERE scratches on your floors will NOT come up. Even after this was explained, you requested to still...
use our hardwood floor service. Multiple attempts have been made to receive before pictures from you, but you continue to make reasons to not provide them. We had a flooring expert, as well as the company that supplies our equipment and products, look at the floor board we have and pictures we have and they both claim this is no way possible our cleaning method or equipment caused the damage to your floor. Our equipment places a minimal amount of water on the floor during the cleaning process. The floors are also cleaned in small sections at a time. No standing water is left on the floors with the way we do our cleaning. Store bought waxes mixed with severe scratches have damaged your floor. With engineered hardwood floors, mill work on the boards will cause imperfections within the boards themselves. You requested semi-gloss at the time of cleaning. We explained going from a satin finish to a semi-gloss finish will bring out more imperfections within your floor. You stated this is the finish you wanted and agreed to the cleaning when we explained what we do and how we do it. This exact picture was sent to our office as an “after picture” not a “during the procedure” picture. The difference you are seeing in this picture, is a section WITHOUT polyurethane versus the newly coated section in semi-gloss finish. We have attempted to make this matter better by offering to come back to your home and fix the areas where the wax buildup is resurfacing due to the substantial amount that was on the floor prior to us doing the cleaning.The pictures attached with this response show the massive wax build up that was on her floors. The three other pictures are of our completed work. We use a dustless process and make all of our customers aware that we do not do any sanding of floors. Because of this, we are not able to get out deep gouges and heavily scratched areas. Ms. [redacted] has failed to pay for services at this time despite knowing what our process is.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12207561, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
Jennifer Wehrman
The issue of the water damage to our floors keeps being avoided. [redacted], the owner came to our house to measure for repairs to the scratches. The process they used to address the scratches resulted in water damage. See attached pics. We will have a certified report done. We will let the courts decide. The owner will not return calls. The office mgr keeps avoiding the real problem of water damage.
Ms. [redacted], We make it very clear to ALL of our customers we use a dustless process which means the SEVERE scratches on your floors will NOT come up. Even after this was explained, you requested to still...
use our hardwood floor service. Multiple attempts have been made to receive before pictures from you, but you continue to make reasons to not provide them. We had a flooring expert, as well as the company that supplies our equipment and products, look at the floor board we have and pictures we have and they both claim this is no way possible our cleaning method or equipment caused the damage to your floor. Our equipment places a minimal amount of water on the floor during the cleaning process. The floors are also cleaned in small sections at a time. No standing water is left on the floors with the way we do our cleaning. Store bought waxes mixed with severe scratches have damaged your floor. With engineered hardwood floors, mill work on the boards will cause imperfections within the boards themselves. You requested semi-gloss at the time of cleaning. We explained going from a satin finish to a semi-gloss finish will bring out more imperfections within your floor. You stated this is the finish you wanted and agreed to the cleaning when we explained what we do and how we do it. This exact picture was sent to our office as an “after picture” not a “during the procedure” picture. The difference you are seeing in this picture, is a section WITHOUT polyurethane versus the newly coated section in semi-gloss finish. We have attempted to make this matter better by offering to come back to your home and fix the areas where the wax buildup is resurfacing due to the substantial amount that was on the floor prior to us doing the cleaning.The pictures attached with this response show the massive wax build up that was on her floors. The three other pictures are of our completed work. We use a dustless process and make all of our customers aware that we do not do any sanding of floors. Because of this, we are not able to get out deep gouges and heavily scratched areas. Ms. [redacted] has failed to pay for services at this time despite knowing what our process is.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12207561, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
Jennifer Wehrman
The issue of the water damage to our floors keeps being avoided. [redacted], the owner came to our house to measure for repairs to the scratches. The process they used to address the scratches resulted in water damage. See attached pics. We will have a certified report done. We will let the courts decide. The owner will not return calls. The office mgr keeps avoiding the real problem of water damage.
I finally received a replacement check from Ron’s Carpet. I am sure it was due to your efforts. Thank you, [redacted]