N.E.W. Floors Reviews (%countItem)
N.E.W. Floors Rating
Address: N1922 Municipal Dr, Greenville, Wisconsin, United States, 54942-9712
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We bought our dream house with unique white/ grey engineered hardwood floors. The hardwood floors started staining when anything was spilt on them. So we knew we needed to do something to protect them but did not know what. We knew we didn’t want the color to change no matter what because we loved them. Through a referral we got ahold of *** at Mr. Sandless Northern Wisconsin. We were worried about the final outcome, as the hardwood floors cover our entire main level (kitchen, living room, bathroom, master bedroom). *** assured us that he could test his "process" on a left over plank to ensure the color won’t change. Days later he brought back the test sample plank. It was shiny, but looked perfect. The color did not change! He told us the color would not change, but they might be shiny. We were okay with shiny and agreed to have our 1,500 square feet sealed. Two days later the floors were done...our beautiful floors were now a medium oak with an orange tinge. The color had totally changed, we now have basketball floors in our dream home. I didn't know if I wanted to cry or puke. *** admitted he had no idea what happened and that he had never seen this before. The furniture was put back in place and *** made the statement "Once the white furniture was put back the floors appeared even more orange, I knew you guys were not going to be happy." After spending 24 hours looking at the basketball court, I reached out to Mr. Sandless corporation via ***. They promptly responded stating that the floors look beautiful and that "They told us we had two options, to get a refund or have our floors stained darker. We didn't want dark floors, but it was the ONLY option. We responded with ”let's have the floors stained dark”. Next thing we know they are no longer willing to discuss staining the floors darker and they would only be willing to send us a $700 refund (the deposit) and we have to sign off that they are not responsible for our ruined floors! We are now stuck with orange floors that can't be sanded or fixed and they are saying their only option is to refund us and they walk away. *** has refused to answer calls and text messages starting immediately after he left our house. He has only emailed saying he can’t fix them and he wants to just “go our separate ways”. This is ridiculous that any business would think they can come in and ruin someone’s home and walk away.
My husband looked *** in the eyes and told him it was obvious he did not strip the sample prior to putting the finish on. Thus the finish sat nicely on top and did not change the color. However the finishing process starts with a stripping of the floors which removed the hard wax oil coating and caused the finish to soak in and drastically change the color of the floors. *** had nothing to say to this. It’s clear he made a mistake when preparing the sample. Now he has walked away and attempted to have us sign a lawyer created document to release him or all wrong doing so we can get our $700 back. Well *** you ruined $20k in flooring so that’s not how this is going to end... do what’s right and fix or replace the floors! People won’t just get bullied by companies and owners anymore. You have to own your mistakes!
Thank You for taking time to understand my perspective. This client hired me to refinish their engineered, wire brushed, white oak floors that were finished with a wax instead of a urethane. When using my process, as was done correctly, it prepared the floor to receive our proprietary clear finish as the clients agreed to. When the finish was put down the natural color of the floors came through. It was not the color the client was expecting but it is absolutely a color that is natural for the wood floors they have. In our terms and conditions it states that the natural color may come out upon using our process, and that is what happened here. Under no circumstance were their floors ruined and the result was absolutely what was expected with our process. They reached out to us as they were dissatisfied with the floors because of the natural color that came out. We have a 100% money back satisfaction guarantee that we offered them and they have refused that offer. We do not believe at this time that we are required to replace their floor as we did not damage their floors and all results were expected and within our terms and conditions that come with the variability that is present when working with a natural product like a wood floor. We have been in contact with them and have been working towards a resolution within our terms and conditions and our satisfaction guarantee, however they are unwilling to work with us. This complaint does not fall under our warranty as the floors do not have flaws from our process or finish.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not sure how *** and his business has lasted 10 years in business. This entire statement is full of lies.
Lie #1: "It was not the color the client was expecting but it is absolutely a color that is natural for the wood floors they have." *** stood in our house and said "I have to be honest, I was not expecting the floor to turn orange. I don't know what happened." He was just as shocked as us that the floors were ruined. On top of that *** took a sample of our floors and tested the sample. He told myself and my husband will not change. See attached pic. The white floor is the sample that *** tested.
Lie #2: "In our terms and conditions it states that the natural color may come out upon using our process, and that is what happened here." We NEVER received any terms and conditions.
Lie #3: "We have a 100% money back satisfaction guarantee that we offered them and they have refused that offer." We never refused this offer, what we refused to do is sign the waiver stating you are not responsible for the ruined floors.
Lie #4: *** and Mr. Sandless has NOT returned the last emails/ calls for the last 72 hours.
On top of all the lies the franchised, Mr. Sandless, gave us two options. Refund the money or stain the floors a darker color. We chose to have the floors stained darker.*** decided he was NOT going to honor what his franchised is offering.