Royal Wood Floors, Inc.

Review: We contacted Royal Wood Floors about refinishing our small living room floor and a small hallway which totals about 220 sq. ft. We told them we would remove the carpet and pad and as much of the tack strips and staples we could, that the wood is good, and that we only wanted sanding and a protective coat. We were initially told it would cost approximately $500-$600 and based on that estimate we agreed on a down payment of one-half the price and the other half at job completion and we gave him our credit card number over the phone. We live in an apartment building that we own and manage and the job was scheduled for mid-September. When [redacted] came and sanded the floor he said that some dark spots could not be sanded off and that he would have to stain it. (The floor was not sanded properly as we were told later by a second company we called in, who stated that it was so wavy that it was horrendous and the worst job they had seen in all their years of floor refinishing. They also said that our floor was maple, which should never be stained at all.) [redacted] and the owner, [redacted], said that adding stain costs .75/sq. ft. This should only have added an extra $165 or so. [redacted] stained two sample areas and said to let him know which color we wanted and he would be back. Before going ahead the second day, [redacted] said to initial off on the color and we did. We also asked for a confirmation on the price because we never did get any paperwork stating what the price would be. The charge for the stain almost doubled! We did not agree to that price. We did not have access to our furniture as it was pushed into every available space so that meant a trip back to the motel to get a calculator and figure it out. We came up with a different amount and called [redacted] to find out why the price was so much higher now. The price changed again. It was supposed to have included 4 thresholds and now those were being added. When we said the cost should not have doubled we were told we were being unreasonable. All we asked was that they be honest, treat us respectfully and stand behind their price. Rather than come to any agreement, they said they would have to walk off the job instead and that is exactly what happened. In addition, $947.84 had already been charged to our credit card, which is unbelievable thievery. We did not agree to that and we did not authorize that charge. The credit card company was contacted and so far one-half of that charge was removed while they investigate. (If you want to see the charge statement for yourself or the bill from the second company, you can contact us at [redacted] and we’ll send you a copy via fax or e-mail.) The second company we called finished the job. They re-sanded, removed all the waves plus the dark spots that Royal said would not come off. They applied an oil coating and now the floor looks absolutely wonderful.Desired Settlement: I do not think we should be charged for anything. The sanding was bad; they tried to get us to have the floor stained when it really did not need it; they did not provide anything in writing; between themselves they could not come up with the true cost of the job; they charged an amount to the credit card that we did not approve.

Business

Response:

My reproof is this I feel as though this customer truly had no intention to pay for our services and I will explain why.I understand that Judith is the person who has submitted the complaint but that is not the person we dealt with, we dealt with a man by the name of [redacted] and I negotiated the terms of the contract and he was fully aware of the price we came to agree apon. He then gave me his credit card info and I asked for half down as I do with every client, he insisted on paying in full. I immediately emailed him the receipt which I have record of time and date. So we begin the project and the customer gave us the key to lock up after we finish for the day, We proceed on for 2nd day and customer seemed content and jovial with my team. Then things change dramatically with victors personality he runs into the room were my worker is in the process of sanding the floor and runs over to [redacted] and slams the emergency stop switch on the big sanding machine, And screams get your f'n boss on the phone now.[redacted] in shock says what's wrong with you! The customer then starts throwing are equiptment around cussing and cursing in a fit of rage and then proceeded to run them off the property demanding the key back. [redacted] told victor I will give your key back as soon as all our equipment is out of your property.

We had Royal Wood Floors sand and stain our hardwood floors. Shortly thereafter, we put our house on the market; potential homebuyers consistently commented how beautiful the floors looked. We were very pleased with this company's customer service and commitment to satisfy their customers -- a refreshing business model these days!

The refinishing wood floor contractors at Royal Wood Floors exceeded our expectations with outstanding results that seemed impossible. The contractors showed up on time, ready to work, explained the process and finished right on time to the schedule that we were given. I would definitely recommend this company! Just beautiful results! [redacted]

The professional hardwood floor restoration company, Royal Wood Floors, has delivered what they promised. The quality of the restoration work was outstanding. I would highly recommend them for any services they provide because the level of service and the results I received have been fantastic.

I tend to be apprehensive about workers that have access to my home, but the refinishing wood floor contractors that work for Royal Wood Floors are the best of the best. Our project was completed on-budget and ahead of schedule. I had a lot of questions about the process, and I was always able to get a polite answer quickly. The antique wood floors used to be one of the worst features of our home, but now, we love to show them off!

Review: I requested that Royal Wood Floors sand and finish my floors as a result of water damage, scratches and other wear and tear on my American Cherry floors.[redacted] came to my house to provide a proposal. During the time he told me about the "latest dustless technology". This was not at all the case. Please see the trash bags of dust that were collected and left on premises as well as dust all over my house. Secondly, and most unfortunately the floor stain did not even come close to my original floors or request. Needless to say I feel that other Consumers should be made aware. [redacted] the owner claims that he will file a "lien" against my home. I paid 50% down, there was no contract signed and the work is unfinished. I believe they received more than enough for what was given, In fact I would prefer a full refund as I now have to hire new contractors to complete the work. I do not claim to be a Wood flooring specialist. So, they should have come with the stain that matched my floors as requested. [redacted] applied two coats the floor is still ruff and unfinished and [redacted] claims the work is finished and wants to now come after me. I feel taken advantage of as a consumer and [redacted] called me a rip off artist. I feel its quite the opposite. This is an absentee owner that did not see the job and does not want to correct the problem. Do yourself a favor and get everything in writing. Expect Dust, they do not deliver what was requested. Oh, make sure you ask for trash removal or it will be left onsite. The Sales guy, the floor applicator and the owner are not on board with what's going on in this business. Also, they are unprofessional in taking on way too many jobs at once. Be prepared to be at their beckon call for the 3 days while they run around time completing other projects on your dime.Desired Settlement: Partial Refund so that I can move on to another business and have the work performed correctly. Rectify the issue by providing what was requested to the salesman and floor contractor.

Business

Response:

This has been Resolved

I'm one of those strange people that enjoys the process of moving and fixing up homes, so my family has moved to Wisconsin several times over the last two decades. Even though I'm handy, I realize that some jobs are better left to the professionals. Hardwood flooring needs to be handled carefully, and I trust the team at Royal Wood Floors. This wood floor restoration company has buffed and coated the floors at two of our homes. They keep their promises and deliver an excellent result every time.

I own a property that was being rented out, and once the tenants left, I wanted to sell the house. I needed to get the hardwood floors redone before I can do anything because they were in rough shape. I called a [redacted] at Royal Hardwood floors about 2 weeks before the renters moved out for a free estimate. He showed up with his crew, on time, and was able to start immediately. They were done within three days, the floors looked great, and the price was fair. I would call Royal Wood Floors first if I ever had another job to do in Milwaukee again.

[redacted] and his team did a great job on our floors. The job took a few days longer than anticipated, but we were very pleased with the end result. We went from a light hardwood color to a darker mix of ebony/jacobian. The results were excellent. There were a few concerns along the way that were promptly taken care of in a reasonable manner. There were quite a few blemishes on our newly painted/finished kitchen cabinets from the floor sanding machine which was our biggest concern. His team was able to fix these blemishes easily but stated that if they weren't able to take care of these blemishes to our satisfaction that he would have the company that refinished our kitchen cabinets touch up these areas at his expense. This is what I expect from a company that is A+ rated by the Revdex.com and that cares about their craftsmanship! He wasn't the cheapest, but you get what you pay for. I would definitely use him again in the future.

The guys at Royal re-finished our floors and replaced some older boards that had deteriorated. Looks fantastic, and Vinny was great to work with.

We were completely amazed when we saw the refinished floors for the first time. They looked fantastic! The crew did an amazing job of bringing out the natural color, brightening up the floors and changing the appearance of every room. There were several stains that the team was able to remove, carpet tack holes that were unnoticeable, afterward and even a place with water damage from a plant that was no longer noticeable. They clearly cleaned up afterward, leaving no trace of a mess! We are thrilled with the work done on our hardwood floors!

My family and I have lived in our current home for almost three decades now, and our flooring was showing its age. We didn't have enough money in our budget to completely replaced the flooring, so we started looking at other options. My co-worker mentioned Royal Wood Floors to us, so I called the hardwood flooring company to chat about the possibility of buffing and coating our current floors. The employee on the phone was friendly and helpful, and the company provided a complimentary consultation. If you're considering redoing your hardwood floors, I highly recommend it! The finished product has made a huge difference in the appearance of our home, and we appreciate the great service provided by Royal Wood Floors.

If you are looking for a professional hardwood floor refinishing job then I would highly recommend Keith and his team at Royal Wood Floors. It is so refreshing to have a truly professional team that cares about their work and pays close attention to every detail of their craftsmanship and service. We had just moved and needed our floors done quickly before our furniture arrived. The owner came out himself to do the estimate and provide us with a quote and a schedule that he could begin the work. The floors were so scratched up from years of foot and furniture traffic that I couldn’t believe they could be saved, but thankfully I was wrong. I was so impressed with the contractors, often times during the process seeing them on their hands and knees to eliminate every last inch of stains and scratches to the floor. Keith returned after the job was complete to insure that the end result was just perfect. I would highly recommend them!