Robbins Hardwood Flooring, L.L.C.

Complaint [redacted] I am rejecting this response because:The issue at hand is simply a failed finishWhile there was work done in the kitchen the finish is failing everywhere including under the rug in a dining room that is rarely used aka has zero trafficNo-one even mopped the floor between coats let alone put a product downI've had floor professionals look at it and they said it's a bonding issue and the installer should have known better [redacted] applied a water based to an oil based coat when he came back to try and remedy the situationI was informed by other professionals this was not the way to go and that sanding and using a harmonious product is the only viable optionI paid almost $10k for Kent's services and was completely bamboozledTo not stand by his work having botched a job after I gave him a recommendation is absurdRequiring more money to fix his mistake is criminal Sincerely, [redacted]

Dear Sir or Madam, I am writing in response to this complaintIt is important to note the time line of the sanding and finishing of this floorThe raw wood was installed and soon followed by the sanding, staining and two coats of oil based polyurethaneAfter this step the contractor proceeded with a great deal of work as follows; installed kitchen cabinets, tile, counter tops, painting, carpentry, plumbing, electrical work and the list goes onOnce completed with over a period of time we were called in to complete the final coat of polyurethane The final completion of this floor was spotless and unmatched by othersMy over years experience, gave this floor the highest regards, by everyone who had seen itIncluding this customer and his contractorMatt even highly recommended us to his best friend or many years, in which we proceeded to do the same finishing on Matt called some time after with the problem of the scratching issueI promptly went and took a look at the situationIt was evident that the top or third coat, of urethane did not physical bond wellThe only cause for this issue is a contaminate on the Pryor coat, that had all the traffic over during constructionI asked Matt if anything was mopped or wiped to clean the floor over this time, but he said noI offered to repair the scratches with a fresh screening and another coat of finishWe scheduled the work and did it with no chargeTo conclude, we have in no way conducted poor or unprofessionally in respect to our procedureThis condition was not caused by us or could have been prevented by usWe are certain of this because its our business for years and have been using the same product years and with only solid resultsReason for our continued use and lack of any other reports to you of this kind.In exampleWe did the same stain and finish on Matt's friends houseHis wife asked me what was wrong with his floor and will her floor be a problem tooMy answer was that something happened there and its was isolated problem that we had no control overShe understood so we proceeded with her floor and it is fine, as it always turns out I also made a inquiry to our supplier to see what they felt could be the causeThey concluded it can only be a contamination like a chemical, put on the floor to clean it between the time we did the second coat and third coatIf Matt would like a price for us to refinish the floors we are happy to do that, however this work need to be paid for by someone Regards, Kent R [redacted]

Complaint[redacted]
I am rejecting this response because:The issue at hand is simply a failed finish. While there was work done in the kitchen the finish is failing everywhere including under the rug in a dining room that is rarely used aka has zero traffic. No-one even mopped the floor between coats let alone put a product down. I've had floor professionals look at it and they said it's a bonding issue and the installer should have known better. [redacted] applied a water based to an oil based coat when he came back to try and remedy the situation. I was informed by other professionals this was not the way to go and that sanding and using a harmonious product is the only viable option. I paid almost $10k for Kent's services and was completely bamboozled. To not stand by his work having botched a job after I gave him a recommendation is absurd. Requiring more money to fix his mistake is criminal.  
Sincerely,
[redacted]

Dear Sir or Madam,        I am writing in response to this complaint. It is important to note the time line of the sanding and finishing of this floor. The raw wood was installed and soon followed by the sanding, staining and two coats of...

oil based polyurethane. After this step the contractor proceeded with a great deal of work as follows; installed kitchen cabinets, tile, counter tops, painting, carpentry, plumbing, electrical work and the list goes on. Once completed with over a period of time we were called in to complete the final coat of polyurethane.    The final completion of this floor was spotless and unmatched by others. My over 30 years experience, gave this floor the highest regards, by everyone who had seen it. Including this customer and his contractor. Matt even highly recommended us to his best friend or many years, in which we proceeded to do the same finishing on.   Matt called some time after with the problem of the scratching issue. I promptly went and took a look at the situation. It was evident that the top or third coat, of urethane did not physical bond well. The only cause for this issue is a contaminate on the Pryor coat, that had all the traffic over during construction. I asked Matt if anything was mopped or wiped to clean the floor over this time, but he said no. I offered to repair the scratches with a fresh screening and another coat of finish. We scheduled the work and did it with no charge. To conclude, we have in no way conducted poor or unprofessionally in respect to our procedure. This condition was not caused by us or could have been prevented by us. We are certain of this because its our business for 30 years and have been using the same product 25 years and with only solid results. Reason for our continued use and lack of any other reports to you of this kind.In example. We did the same stain and finish on Matt's friends house. His wife asked me what was wrong with his floor and will her floor be a problem too. My answer was that something happened there and its was isolated problem that we had no control over. She understood so we proceeded with her floor and it is fine, as it always turns out.  I also made a inquiry to our supplier to see what they felt could be the cause. They concluded it can only be a contamination like a chemical, put on the floor to clean it between the time we did the second coat and third coat. If Matt would like a price for us to refinish the floors we are happy to do that, however this work need to be paid for by someone.    Regards, Kent R[redacted]