Northshore Flooring & Remodeling

Initial Business Response /* (1000, 5, 2014/06/25) */
Contact Name and Title: *** *** - Owner
Contact Phone: XXXXXXXXXX
Contact Email: ***@northshore-flooring.com
There were no cracks in the floor there were only gapsI explained to the customer before we started the job that
the floor had gaps between some of the boards due to the cold winter and lack of a working humidifier in the houseI told the customer that we would fill the major gaps but some of the smaller gaps will tighten up during the summer and if I fill them all the wood puddy would pop out as the floor tightensThe color is not uneven through outThe floor is a hardwood floor and not every board is the sameThere will be contrast between each boardThat is the whole purpose of having a hardwood floorIt was made known to the customer before we started that some of the hardwood was bleached out due to the sun and the larger windows and that there would be some variation in those areasWith all documented conversations with the customer this is the first I have heard about strands of hair being in the topcoatThe customer and her fiancé did a walk through before making a final paymentThey were both very happy and made their final paymentThe customer also asked me to do their backsplashI offered to pick the tile up for the customerWhen I dropped the tile off I told the customer I could not do their backsplash within their requested time frameThis occurred a week after finishing the hardwood floor and receiving the final paymentAt this time the customer got really upset and started to complain that the floor was uneven in colorI told the customer I would come back and we could go over everythingI came back three days later there was no deliberationWhen I came back to the customers house I did not see any uneven color besides the usually variations you have in a hardwood floorThe floor looked greatI even had pictures of the customers job on our websiteThe customer texted me asking me to take the pictures of her job off our website, which I didIt was made known the customer that we add before and after pictures of the jobs we do to our website and FacebookThis is how they found us and how we showed them previous completed workAs far as a violation of privacy goes there were no pictures of people, the outside of the house or address or any personal itemsThe pictures were strictly of the hardwood floorThe customer continued to say the color is not right in a couple of areas so I told the customer I would go a shade darker in the areas to make the customer happyThis was on a Thursday and I came back the following Monday as I was in the middle of another jobI came back Monday and did as I said I wouldI darken the areas the customer asked me to doOnce I was done and the floor dried out I did a walk through with the customerThe customer said it looked good and thanked me and than asked if it was ok for the alarm system company to come in and work on their alarm systemThe floor was already dry so it would not be an issuedays later I receive a text from the customer that the areas I darkened for her are now too dark, this was after the fact that the customer said it looked goodI told the customer I would stop by that afternoon to take a look at itThe only response I received was the customer telling me she did not want me to come back; I never received any picturesI responded by telling the customer that if there is something wrong I would like to take a look at it and fix itThe customer did not want me toOver the course of the next week the customer continued to harass me through text messages, which I still haveI told the customer if she wanted I would be happy to stop by and take a look at the floorAgain the customer said she did not want me toAt this point I asked the customer to stop texting me unless there was something I could doIf the customer does not want me to stop by and take a look at their floor there is no reason for the customer to text me multiple times a day
I do not understand how the customer can do a walk through with her fiancé before making the final payment and say everything looks great and ask me to do more work on her house and then a week later start complainingI am not sure if I can attach before and after pictures of the job we didAnyone who sees them says it looks great
The customer continues to ask for a refund but is unwilling to let me see what the issue isThe customer will not let me see the "issue"The customer will not let me fix the "issue"How can a complaint be made or refund be issued when the customer will not let anyone see the actual "issue"?
Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A large portion of the contractor's statement is falseFirst of all, we were on an extremely tight schedule to move inWe had over contractors in the house within a period of a week, the floor refinishers being the first*** came to my place of work to pick up the final payment minutes after he finished the jobSo how would I have been able to do a walk through??? All I saw of the floor before it was covered was three pictures of a partially completed floorThe painter came very early the following morning, once the floors were dry, and covered everything with thick contractors paper to protect the floors from being damagedThey finished painting in the afternoon of May 20th and removed the floor covering? I texted *** right away saying, "***, let me know when we can meet to go over the floor situationI'm very concerned about the way it came outIt doesn't look anything like it's supposed to."
When *** and his father came to touthey said they would wait until the floor was dry before leavingThey left five minutes after they finished workingStain gets darker as it driesThus, I didn't see how dark it became until much laterFurthermore, the drops that were dripped all over the floor would not have been noticed until hours later, once the stain darkened
I work between - hours per week so, no, I don't always have time to deal with every problem right awayI texted *** days later telling him how upset I was because he made my floor much worse than beforeIn that text message I did say that there was hair under the finish coat and the message was followed by photos showing hair, brown stain smudges, areas where stain was spilled/dripped on the floor, etc
*** had a chance to fix the original issues but when he came to touhe completely ruined the floorHe does not get another chance to come and ruin my floors more than he already hasHe has proven that he doesn't know what he's doing when it come to floorsHe has also proven that he doesn't understand what the issues are and how to fix themI have tried explaining it to him multiple times and he keeps giving me irrelevant answersThere is no point for him to come to the house again
The *** contractor didn't work in the area that was touched up so this is irrelevantThe backsplash has nothing to do with how horrible to floor looksFurthermore, I was told that any picture that would be taken of my home would be used for the sole purpose of showing me progressI was never told that pictures would be posted for everyone to seeThis was a violation of my privacyWhen I originally called ***, my biggest concern was the amount and size of the cracks or gaps in between the floor boardsThese were not filled and the ones that were filled are already cracking, so they were not filled properlyThere are still a lot of huge gapsI have repeated many times that the color variation that is being discussed has nothing to do with the sun bleaching as there are no windows in those areasFurthermore, the color variation has nothing to do with natural hardwood floor patterns variationsThe matter of the fact is that the floors were not refinished properly and are uneven throughout
Again, all of the proof is in the attached text message transcript, proving all of my statements and contradicting a great deal of what *** states in his responseOne picture that I have yet to take is of the kitchen floor between the sink area and the islandThis is absolutely the worst
The floor still looks horrible and we have to see it every single dayWe need this resolved as soon as possible so that we can hire someone to come out and properly refinish the entire floor
Final Business Response /* (4000, 9, 2014/06/27) */
I am really not sure what else I can sayThe customer saw the job when it was completed and said it look goodThe customer paid us when the job was completed and wanted us to do more workI picked up tiles for the customer's backslash days after we finished the hardwood floorsAfter I told the customer I could not do her backsplash in her time frame was when she started to have issues with thingsI told the customer I would come back and darken the areas she was having issues withI showed the customer what we did and she was pleasedWe did not leave minutes later we sat outside until everything was doneJust like anything that is wet, stain does not get darker as it dries it gets lighterI never was sent pictures from the customerThe pictures that are attached to her response were never sent to meThe floor did not look the way it looks in the pictures the customer attached to her responseI offered multiple times to come and take a look at the floor but the customer has said no several timesAs you can see in the text messages the customer attached in her response I offered to come take a look at the floorYou can also see the customer wanted us to come back after the floors were originally finished and install a backsplash
Final Consumer Response /* (4200, 11, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The situation is still unresolvedI can't believe the contractor has the audacity to lie the way he doesThe official text transcript contradicts his entire statement and yet he still continues to lie, give excuses and refer to things that are entirely irrelevant to the issueThis is why we don't want anything to do with him anymoreWe are demanding a refund