Schmidt Custom Floors, Inc.

Review: I built a house with [redacted] in [redacted]. I moved in feb of 2013. The builder was contracted with schmidt flooring so I had no choice but to use them. My mother and I met with [redacted]. at the office. He was rude, condiscending and arrogant . After I left there I immediatly called the builder and told them I did not want to do business with this company because of my experience with [redacted]. I was assured they have never had problems with the company and they would call to straighten it out. After back and fourth with the sample I finally approved the sample and stain color. The floor I ended up getting was not what the sample looked like. The stain color is fine, its the wood itself that is horrible. I have large gaps where you can see the sub floor, worm holes, boards that are litteraly cracked in half and now the clear coat is chipping off, splintering wood and a board that is warpped and is cupping. If I wasn't scheduled to move in a week from the day I saw the floor, I would have told them I wasnt paying them until it was fixed. I however had sold my home and couldn't delay the move in date. I had a service guy look at it who was very nice, but only offered a free refinishing within 1yr. He also suggested living with the floor for a bit and seeing how it settled and how much the floor bothered me. This however does not solve the problem of the wood itself. I set up an appt to have the floor looked at and possibly refinished this coming july because I was comming up on the 1yr deadline and hadn't had the money to go on vacation since I moved in.Desired Settlement: I would like the floor completly replaced this summer when im on vacaction. This is a brand new house and this is not the floor I was told I would be getting. I have a very modern home and I was very specific with what I wanted. I gave it a year to see if it would settle and look ok and not bother me, but it does and now its not even holding up.

Business

Response:

Dear Ms. [redacted],

We sincerely apologize for any inconvenience and disappointment you may have experienced with Schmidt Custom Floors. We assure you that your complaint and feedback will give us the opportunity to take the necessary steps to remedy the situation and help to improve our service.

Wood floors need to have a consistent level of humidity between heating seasons in all living areas. Almost every wood floor endures some expansion and contraction as seasons and humidity levels plummet, boards shrink and spaces appear between the boards. Wider plank floors also will have more movement and show gaps more. Excessive swings in humidity will cause hardwood floors to swell, shrink, cup, crack and have excessive gaps between boards. As the floor dries out, cracks will develop. The use of humidifier and/or dehumidifier systems is recommended where inconsistent humidity levels occur. We recommend 40%-45% humidity level. Expansion and contraction can be minimized greatly by controlling your environment.

Our professional service repair specialist recommends a buff and recoat which we have on the schedule for June 23rd, 2014, This has been delayed due to waiting until you are on vacation. We also do warrant split boards for the lifetime of the home.

We would like to contact you directly in the upcoming days to discuss this matter and regain your confidence in our company. I personally, [redacted] of Schmidt Custom Floors, would also like to meet with you at your home to review any questions you may have and also see the floors first hand. We are committed to quality and your satisfaction is our #1 priority.

Sincerely,

[redacted] and the team at Schmidt Custom Floors

Consumer

Response:

Review: We built a house and moved in about 7 months ago. Schmidt Flooring did our Kitchen and dining room floors. They short ordered for our kitchen and about 1/4 of the floor was not the same color match or what they call the same lot. They tried several other things and nothing worked including staining and replacing with other wood. We had them come out([redacted] and [redacted]) to take a look. There are large gaps in a number of areas where the subfloor is very noticeable and the kitchen consists of 2 different color woods. They told us to wait 6 months and see how everything settles in. I emailed both [redacted] and [redacted] 10 days ago and have not heard a reply back from either one of them.Desired Settlement: There are a number of areas that need to be fixed. There are large gaps in the hardwood floors where you can clearly see the subfloor and boards that are cut too short. We paid alot of money to have "nice" looking floors in and that is what we would like to have in our house.

Consumer

Response:

On Fri, Dec 27, 2013 at 8:00 AM, [redacted] wrote:

Case [redacted]

We have heard from them, they are planning on correcting the issue on January 10th of 2014. We are fine with this.

Review: Schmidt Custom Floors was contracted to install hardwood floors in my new construction home. Approximately 2500 sq ft of Brazilian Walnut prefinished flooring was to be installed. Schmidt was notified of excessive damage and poor workmanship. Visual evidence including photos was provided. Schmidt flooring repair crews were sent onsite to assess damage. On two separate occasions, the Schmidt repairman confided that the original installers were contractors who are paid by the square foot and they have seen this type of poor workmanship in the past. I sent numerous emails and had multiple phone conversations with Schmidt representatives including the scheduling manager, [redacted]. My final communication was to both [redacted] as well as [redacted] on 9/18 recapping the entire saga. Additionally, I sent 3 separate emails of examples of the damage. On 10/17, almost a month after my email, I was contacted by their accountant asking for payment. I recapped the conversation with her and she has been a liaison between me and Tim Schmidt. At no point during the entire conversation has Tim Schmidt or any other representative of Schmidt Custom Flooring reached out to address my concerns of product quality, poor installation, and price.Desired Settlement: What was provided is not what we contracted for. Additionally, I was pressing Schmidt Custom Floors to make all necessary replacements BEFORE we moved in the house. I have multiple emails documenting my request. Schmidt replaced a select few boards in early Sept so I am fully aware of the mess this creates as they have to cut boards out of the floor. This creates an extreme amout of dust. I also have 2 small children so the excessive amount of dust created is not something I will accept.

Business

Response:

First, thank you for your response as it is always our goal to provide exceptional customer service and quality control. As [redacted] indicated in his complaint, we did schedule and send out repairmen in good faith and consideration; however, it is noted that he is not ultimately happy with our resolve. For this reason [redacted], visited the site on October 28th, 2014 and subsequently wrote a formal correspondence to [redacted] on November 3rd, 2014. This meeting and correspondence was in advance of our learning of the Revdex.com complaint and your writing of your November 7th letter. The wording is as follows from the letter written “We will detail all flooring in the home, going room by room. We will move furniture, address any chipped boards with epoxy fill, detailing color to blend if need be, replace boards. Any tools used will have dust containment attached but should be minimal. Most work is hand done. Detail work is all done by [redacted], who has 15 years experience, will address your concerns with nail holes, filler adjusted to a better color and chips repaired. Schedule 2 days for these touchups. We hope that we have addressed this issues to your satisfaction. If you have any other concerns or questions please do not hesitate to call me”. For this reason I believe we have an appropriate plan of action that is in the best interest of the circumstances and our very important customer, [redacted]. We will hopefully have a schedule soon, of which is to be determined in the near future.

Business

Response:

I agree to rules of Mediation, I asked [redacted] if he would be agreeable also but haven’t heard from him yet.So please forward the request to [redacted],

Consumer

Response: