Premier Hardwood Floors

In regards to Mr [redacted] complain, I Thang D, Manager of Premier Hardwood Floors would like to reply to the complaint.On October 31st I received a text from Mr [redacted] Clark (husband of mr [redacted] ) in request for an estimateUpon several back and forth text message, we’d decided to meet for a formal estimate.On November 7th, My self, Mr [redacted] , Mr [redacted] along with the realestate agent and his partner arrived at noon to conduct a formal estimateAfter we have concluded the services request, pick a designer stain color, and chose the finishI had clearly mention to mr [redacted] (The main and only person on the contract), along with mr [redacted] standing on the side, and the agent and his partnerI had clearly mentioned that SWEDISH FINISH will stink and you will not be able to live with it from to hour after the finish is onAfter some time for [redacted] to obtain the key to the newly purchased unit, I drove to [redacted] and [redacted] previous address on the 17th to pick up the key to the new unit ready to start on the 19thI was not told anything about any other part related to the building or the neighborAs a third party hired to do the hardwood floor, I schedule the crew to go in and start the job as instructed in the work order.After completing the first coat on the 19th (1st day) we left the floor to dry with the baseboard heat on and window slightly open (about 1”) to prevent the cold and the rain from affecting the finish productWe were completely unaware and no one ever told us that the building was poorly ventilated and that the doorway between the hallway and the unit was not properly shielded and has no bottom weather strip(We are not specialist in ventilation or door fitting; we only specialize in hardwood flooring).We left the floor to properly dry with the baseboard heat on to the optimum drying temperatureThat same night at around past mid-night, I received a text from [redacted] about complaint from Neighbor related to odor of the finish, and was instructed to go there early in the morning to ventilate the buildingBut at about 1:AM, [redacted] called and mentions that he had got fans on the window and hallway to ventilate the building and in effort for resolving the situation, we also had decided to go over the Swedish with a Low VOC (volatile organic compound) water base finish.I came by the next morning and found a few Hepa air filter in the hallway filtering out the smell, and a few fan in the unit window blowing outwardLittle did I know that there was an epic amount of fan put not only in the hallway of [redacted] / [redacted] unit, but also in hallway completely away and on another floorBy now, the fan has sit and operated for about 7-hourAfter personally inspected the air quality with my nose, I turned off the fan after applying the final coat of low VOC finishI also had to make sure the quality of the finished floor was right so I adjusted the heat again and let the window a few inch up so the floor can cure to it desire quality (note that this time I left it up a little higher)An hour later I get a call requesting me to come back to open the window and put the fan on the window to vent out the airI came back and found that there was a bewildering amount of Hepa filter laying all over the building in places I could smell nothing except old carpetI then warned [redacted] that this thing is going to cost money if it is left to operate unnecessarily (note that for the most part, only about half of the Hepa filter was running).When I was called back to vent the unit with a moderate smell of the low VOC finish, I was told that [redacted] will be there, but right before I was there, [redacted] texted me that [redacted] Had LeftI showed up to the building and [redacted] was still there seaming to be a bit agitatedI went in to open and fan out the window and discover that there was foot print on the floorI asked [redacted] to see if anyone else could have walked in the unit and he insisted that no one haveAt this point, I was a bit disappointed because this means I had to come back again to apply another coat because I know, if it’s not [redacted] walking in there then it’s not [redacted] ’s faultNOW, in between the time the floor guy finished the floor and the time that I came to vent the fan, someone had to be the one walking in thereThe only person with the key was my crew and [redacted] Now I’m not pointing any finger, but I’m sure it was an accident and I’m sure my guy don’t make that kind of accident because they don’t step right over finish they’ve just applyI went and send my guys back to repair the foot print with an extra coat with NO CHARGE knowing that I had a pretty good idea how the foot print got thereAt this point, I just want to get the job perfect so I can get to a new project and leave with a happy customer.In the end, after a few call with [redacted] (very patient and understanding) discussing the bill and the situation they’re in, being a first time home buyer and all with no experience on coordinating I felt bad for them and was going to share half of the cost of renting the machine out of my good willBut after a call with [redacted] (completely agitated with no sense of patient), he wanted me to not only pay for the entire bill of $4306.00, he also will not pay for the flooring job and vowed to give me as many bad rating as possible on lineThat’s when I’ve decided to think twice about doing favor[redacted] review mentioned a few things that were unclear or unrealistic and I would like to point that out [redacted] was living in his old apartment with [redacted] at the time the newly purchased condo unit was being servicedHe said Premier hardwood floor have never ventilated the unit or sealed the front door, wellFirst, we have to worry about the quality of the finish floor drying right; keeping the cold air and rain out is for obvious purposeSecond, we are not HVAC specialistWe don’t know about the building being porly ventilated nor were we aware of the door not properly up to specWith all due respect, that’s not our concernWe are simply hired as a 3rd party to service THE FLOOR, and we have warned the customer that they must stay out for to hour when the finish dry, and anyone on their conscious state of mind would have figure out the common senseThe customer clearly never communicated with the new building manager or the neighbor regarding the floor refinish and we as a 3rd party have no clue what to expect of the situationPremier Hardwood floor survived for years thru the economic recession not because we use neglectful business practiceIn conclusion, I feel that we have done everything that we can for Mr [redacted] and Mr [redacted] to fulfill the contractI will no longer consider paying for half of the serve pro air ventilation bill out of my good will, and I will require full payment for the finished projectMr [redacted] also have no right to review Premier Hardwood Floors on the Revdex.com because he is not the contract holder [redacted] , the the only person on the service contract was happy with the job after we were finished, and has not complain in anyway so far, so please remove the nonpermited review done by Mr [redacted] .Thank you

In regards to Mr [redacted] complain, I Thang D, Manager of Premier Hardwood Floors would like to reply to the complaint.On October 31st I received a text from Mr [redacted] Clark (husband of mr [redacted]) in request for an estimate. Upon several back and forth text message, we’d decided to meet...

for a formal estimate.On November 7th, My self, Mr [redacted], Mr [redacted] along with the realestate agent and his partner arrived at noon to conduct a formal estimate. After we have concluded the services request, pick a designer stain color, and chose the finish. I had clearly mention to mr [redacted] (The main and only person on the contract), along with mr [redacted] standing on the side, and the agent and his partner. I had clearly mentioned that SWEDISH FINISH will stink and you will not be able to live with it from 24 to 48 hour after the finish is on. After some time for [redacted] to obtain the key to the newly purchased unit, I drove to [redacted] and [redacted] previous address on the 17th to pick up the key to the new unit ready to start on the 19th. I was not told anything about any other part related to the building or the neighbor. As a third party hired to do the hardwood floor, I schedule the crew to go in and start the job as instructed in the work order.After completing the first coat on the 19th (1st day) we left the floor to dry with the baseboard heat on and window slightly open (about 1”) to prevent the cold and the rain from affecting the finish product. We were completely unaware and no one ever told us that the building was poorly ventilated and that the doorway between the hallway and the unit was not properly shielded and has no bottom weather strip. (We are not specialist in ventilation or door fitting; we only specialize in hardwood flooring).We left the floor to properly dry with the baseboard heat on to the optimum drying temperature. That same night at around past mid-night, I received a text from [redacted] about complaint from Neighbor related to odor of the finish, and was instructed to go there early in the morning to ventilate the building. But at about 1:20 AM, [redacted] called and mentions that he had got fans on the window and hallway to ventilate the building and in effort for resolving the situation, we also had decided to go over the Swedish with a Low VOC (volatile organic compound) water base finish.I came by the next morning and found a few Hepa air filter in the hallway filtering out the smell, and a few fan in the unit window blowing outward. Little did I know that there was an epic amount of fan put not only in the hallway of [redacted] unit, but also in hallway completely away and on another floor. By now, the fan has sit and operated for about 7-8 hour. After personally inspected the air quality with my nose, I turned off the fan after applying the final coat of low VOC finish. I also had to make sure the quality of the finished floor was right so I adjusted the heat again and let the window a few inch up so the floor can cure to it desire quality (note that this time I left it up a little higher). An hour later I get a call requesting me to come back to open the window and put the fan on the window to vent out the air. I came back and found that there was a bewildering amount of Hepa filter laying all over the building in places I could smell nothing except old carpet. I then warned [redacted] that this thing is going to cost money if it is left to operate unnecessarily.  (note that for the most part, only about half of the Hepa filter was running).When I was called back to vent the unit with a moderate smell of the low VOC finish, I was told that [redacted] will be there, but right before I was there, [redacted] texted me that [redacted] Had Left. I showed up to the building and [redacted] was still there seaming to be a bit agitated. I went in to open and fan out the window and discover that there was foot print on the floor. I asked [redacted] to see if anyone else could have walked in the unit and he insisted that no one have. At this point, I was a bit disappointed because this means I had to come back again to apply another coat because I know, if it’s not [redacted] walking in there then it’s not [redacted]’s fault. NOW, in between the time the floor guy finished the floor and the time that I came to vent the fan, someone had to be the one walking in there. The only person with the key was my crew and [redacted]. Now I’m not pointing any finger, but I’m sure it was an accident and I’m sure my guy don’t make that kind of accident because they don’t step right over finish they’ve just apply. I went and send my guys back to repair the foot print with an extra coat with NO CHARGE knowing that I had a pretty good idea how the foot print got there. At this point, I just want to get the job perfect so I can get to a new project and leave with a happy customer.In the end, after a few call with [redacted] (very patient and understanding) discussing the bill and the situation they’re in, being a first time home buyer and all with no experience on coordinating . I felt bad for them and was going to share half of the cost of renting the machine out of my good will. But after a call with [redacted] (completely agitated with no sense of patient), he wanted me to not only pay for the entire bill of $4306.00, he also will not pay for the flooring job and vowed to give me as many bad rating as possible on line. That’s when I’ve decided to think twice about doing favor.[redacted] review mentioned a few things that were unclear or unrealistic and I would like to point that out. [redacted] was living in his old apartment with [redacted] at the time the newly purchased condo unit was being serviced. He said Premier hardwood floor have never ventilated the unit or sealed the front door, well. First, we have to worry about the quality of the finish floor drying right; keeping the cold air and rain out is for obvious purpose. Second, we are not HVAC specialist. We don’t know about the building being porly ventilated nor were we aware of the door not properly up to spec. With all due respect, that’s not our concern. We are simply hired as a 3rd party to service THE FLOOR, and we have warned the customer that they must stay out for 24 to 48 hour when the finish dry, and anyone on their conscious state of mind would have figure out the common sense. The customer clearly never communicated with the new building manager or the neighbor  regarding the floor refinish and we as a 3rd party have no clue what to expect of the situation. Premier Hardwood floor survived for 15 years thru the economic recession not because we use neglectful business practice. In conclusion, I feel that we have done everything that we can for Mr [redacted] and Mr [redacted] to fulfill the contract. I will no longer consider paying for half of the serve pro air ventilation bill out of my good will, and I will require full payment for the finished project. Mr [redacted] also have no right to review Premier Hardwood Floors on the Revdex.com because he is not the contract holder. [redacted], the the only person on the service contract was happy with the job after we were finished, and has not complain in anyway so far, so please remove the nonpermited review done by Mr [redacted].Thank you.