New Life Hardwood

Revdex.com: I have reviewed the response made by the business in reference to [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.6/18/- I called and spoke with [redacted] the morning I first saw the floors with the stain and coat of finishI talked to him about the swirl marks that were very noticeable when I walked into the houseThat conversation was fairly quick and at that point I had no idea of the severity of the problemHis response to me was, that was and that he told us there would be swirl marksI was confused by what I was seeing in my floorsand had no idea if it was or not.I looked over all the floors that had been done and realized it was a much larger problem than I had first thoughtThey were so bad that in some places it was hard to see which direction the wood grain wentThe longer I was there the more things I sawFoot prints that were under the finish, as well as large drops of stain, an inconsistent color throughout the floor and on top of that, the stain that was all over many surfaces because they failed to protect them with tape I placed another call to [redacted] and left him a message, telling him I wasn’t happy with all the swirl marks in the floor, the stain on things, and that something needed to bedoneHe never replied to my second call that dayIn the meantime I called several professionals to get their opinion of the work that had been done and what would have to be done to fix the floors All three professionals that came to the house stated that the swirls were excessive and unacceptable and that the color was inconsistent and the floors would need to be completely sanded down and redone.One wrote this on his bid,“• Sanding, staining, and sealing - No belt sanding lines, chatter, notable edging marks in floorFloor is flat and consistentUpon further thought and inspection it appears that some debris might have been on thescreen during the buffing stage of sanding which created damage to the floorThe damage is considerable enough to render the floor as a liability to the client in event of resale and/or property assessment(see the attached photos)The stain color is inconsistent from room to room modeling of stain and severity of buffer swirls indicates that floor was not water treated or conditioned for stain to mitigate these issuesStain has seeped onto door jams which is fairly common that some touch will be needed, some stain however is on tile fireplace and has caused damage in form that it was not taped off to prevent stain adhering to tileSeal coat has multiple puddles throughout floor as well as per attached photosIn general the last three steps of this process went awry and it is my opinion that the floor detracts from the value of the homeIt is not passable and should be resanded.”After I realized that our floors had to be completely redone, and I had still not had a response from my message I left with ***, the thoughts that were going through my head was [redacted] never said there was aproblem with the floors, said he and his crew did their best work and everything I was seeing was normalIn my mind we were so far off from where we needed to end up, I thought it best that we end it now.Once again I called ***, and this time he picked upWe talked in length about the floors, swirl marks, footprints, color problem, etcHe just kept defending himself and the work he and his crew had doneNever didhe think the work that was done was not of good qualityHe offered to come sand it and let the others stain and finishI told him that wasn’t a good idea since that was the main problem that we were dealing with and I didn’t want to lose more wood from excessive sandingThat is when I told him I wanted money back to help cover the cost of the redoHe said he could only give me $1500, and that was all he hadI agreed and met with his wife to get a checkI then wrote them a detailed email stating all the problems with attached pictures and said we would drop everything and move on if they came up with another $That would be $of the $we had paid them in fullIt was going to cost at least $to fix the mess he had leftWe felt that was fairC [redacted] states that I was contacting [redacted] by text, but that is only partially trueI called, texted and emailed them from the original call to get a bid, getting the bid written correctly, during the job, to the complaintI feel that when there is a problem a phone call is the proper way to deal with a situation so both parties understand what is being saidShe says why didn’t I text instead of leaving a voice messageWell, he had his phone so what is the difference? He would have seen that I called and left a messageHe didn’t always reply to my texts in a timely manner eitherThey say they weren’t done with the jobThe problems that needed to be fixed would not been solved with a little buffing and more finist just would have covered the problems there with more finish.By the time [redacted] did reply to my final call about the floors, I had already found out the extent of my floor issueThat it was going to cost me thousands of dollars to redo and I didn’t want him back to tell me everything that was done was of good quality and normalHe just continued to defend himself and the work that was doneAnd yes I was going to put out there my reviews if they were not going to come up with more moneySince this complaint was filed our floors have been redone by another companyStrangely, there are NO swirl marks anywhereThe color is consistent throughout the house and they too felt the job done by New LifeHardwood, ***, was a terrible jobRegards, [redacted] ***

At the time we first learned the client (*** *** was unhappy, we had yet to even complete the jobWe had done insallation, stain, one coat of finish, and had yet to do the final coat*** had been communicating with *** via text messaging during the course of the job, but when she had a
complaint she called and left a voice messageWhy not text him as she had been doing all along to make sure he knew there was a problem? *** didn't check his messages that day. *** called again the next day and *** took the callWhen she complained about the stain on the base trim, *** told her that it could be taken care of by wiping it off with mineral spiritsHe told her that we weren't done with the job, and that any rounghness or footprints would be taken care of with the final coat when we buff the floor and put on another coat of finishAt the time this conversation took place, she made no mention of stain on the carpet, vinyl, or tileWhen *** tried to discuss the situation to find a resolution he was only met with interruption and demands that we return money to herWe feel that we werent really given the opportunity to address any of her complaints as far as making reparationsWe agreed to give her dollars back, which we did that day.The client then emailed and asked us to return an additional dollars or she was going to write a bad reviews, complain to the Revdex.com, post comments on our Facebook page and "spread the word"After making that statement she said we could "make it all go away" by giving them $2500.At this point we had almost a weeks worth of wages for two employees to pay for this job, and material costs of to We really couldn't afford to return more than what we did. We are generally very willing to do whatever it takes to make our clients happy, and address any problems or concerns that they may haveWe take pride in our work, and up to this point have had very good reviews from our clients. This particular client seemed vey confrontational and didn't seem to be willing to work with us to resolve her issuesPlease let us know if you need any additional response on this matter.Regards,*** ***New Life Hardwood

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.6/18/15 - I called and spoke with [redacted] the morning I first saw the floors with the stain and coat of finish. I talked to him about the swirl marks that were very noticeable when I walked into the house. That conversation was fairly quick and at that point I had no idea of the severity of the problem. His response to me was, that was normal and that he told us there would be swirl marks. I was confused by what I was seeing in my floorsand had no idea if it was normal or not.I looked over all the floors that had been done and realized it was a much larger problem than I had first thought. They were so bad that in some places it was hard to see which direction the wood grain went. The longer I was there the more things I saw. Foot prints that were under the finish, as well as large drops of stain, an inconsistent color throughout the floor and on top of that, the stain that was all over many surfaces because they failed to protect them with tape.  I placed another call to [redacted] and left him a message, telling him I wasn’t happy with all the swirl marks in the floor, the stain on things, and that something needed to bedone. He never replied to my second call that day. In the meantime I called several professionals to get their opinion of the work that had been done and what would have to be done to fix the floors.  All three professionals that came to the house stated that the swirls were excessive and unacceptable and that the color was inconsistent and the floors would need to be completely sanded down and redone.One wrote this on his bid,“• Sanding, staining, and sealing - No belt sanding lines, chatter, notable edging marks in floor. Floor is flat and consistent. Upon further thought and inspection it appears that some debris might have been on thescreen during the buffing stage of sanding which created damage to the floor. The damage is considerable enough to render the floor as a liability to the client in event of resale and/or property assessment(see the attached photos). The stain color is inconsistent from room to room modeling of stain and severity of buffer swirls indicates that floor was not water treated or conditioned for stain to mitigate these issues. Stain has seeped onto door jams which is fairly common that some touch will be needed, some stain however is on tile fireplace and has caused damage in form that it was not taped off to prevent stain adhering to tile. Seal coat has multiple puddles throughout floor as well as per attached photos. In general the last three steps of this process went awry and it is my opinion that the floor detracts from the value of the home. It is not passable and should be resanded.”After I realized that our floors had to be completely redone, and I had still not had a response from my message I left with [redacted], the thoughts that were going through my head was [redacted] never said there was aproblem with the floors, said he and his crew did their best work and everything I was seeing was normal. In my mind we were so far off from where we needed to end up, I thought it best that we end it now.Once again I called [redacted], and this time he picked up. We talked in length about the floors, swirl marks, footprints, color problem, etc. He just kept defending himself and the work he and his crew had done. Never didhe think the work that was done was not of good quality. He offered to come sand it and let the others stain and finish. I told him that wasn’t a good idea since that was the main problem that we were dealing with and I didn’t want to lose more wood from excessive sanding. That is when I told him I wanted money back to help cover the cost of the redo. He said he could only give me $1500, and that was all he had. I agreed and met with his wife to get a check. I then wrote them a detailed email stating all the problems with attached pictures and said we would drop everything and move on if they came up with another $2500. That would be $4000 of the $8900 we had paid them in full. It was going to cost at least $4500 to fix the mess he had left. We felt that was fair. C[redacted] states that I was contacting [redacted] by text, but that is only partially true. I called, texted and emailed them from the original call to get a bid, getting the bid written correctly, during the job, to the complaint. I feel that when there is a problem a phone call is the proper way to deal with a situation so both parties understand what is being said. She says why didn’t I text instead of leaving a voice message. Well, he had his phone so what is the difference? He would have seen that I called and left a message. He didn’t always reply to my texts in a timely manner either. They say they weren’t done with the job. The problems that needed to be fixed would not been solved with a little buffing and more finish. It just would have covered the problems there with more finish.By the time [redacted] did reply to my final call about the floors, I had already found out the extent of my floor issue. That it was going to cost me thousands of dollars to redo and I didn’t want him back to tell me everything that was done was of good quality and normal. He just continued to defend himself and the work that was done. And yes I was going to put out there my reviews if they were not going to come up with more money. Since this complaint was filed our floors have been redone by another company. Strangely, there are NO swirl marks anywhere. The color is consistent throughout the house and they too felt the job done by New LifeHardwood, [redacted], was a terrible job. Regards,
[redacted]