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Scott Floor Company

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Scott Floor Company Reviews (1)

Review: You came to my home September 29 to give me a quote on refinishing the existing hardwood floors in my home and installing new hardwood flooring on the remainder of the first floor.

I received and accepted a quote for $5,800.00, with a start date of November 3rd. The wood was to be delivered to my home on October 31 so that it would have a couple of days to acclimate to the home before installation. At 5:06 p.m. that day, I called you to find out when the flooring would be delivered. You advised me you were in Northern Virginia working on a commercial job, that Scott [redacted] was your residential supervisor, and that he should have called me to say they were running behind on jobs and that my job would not be started on November 3rd as planned. That call was never received. I had already made plans to have all of the furniture removed from my first floor on November 1st, yet you suggested I may want to wait a few days to do that - I couldn't, so all of the furniture was moved with the exception of a loveseat and my television, which was placed on a rolling trolley.

The wood was delivered November 4th or 5th. When the wood was delivered, I specifically told the lead installer, [redacted], if there were any problems to please let me know - I informed him of the fact that I had not been told, of the delay in the start date, and that as long as he communicated with me, things would be fine.

Installation began on November 10, with your crew arriving at 9:20 a.m. That afternoon, [redacted] called at 3:59 to say they were leaving for the day and that sanding would begin on Wednesday.

The next morning when [redacted] and his assistant arrived, [redacted] proceeded to inform me that sanding would begin that afternoon, not Wednesday as he had informed me just the afternoon

before. To say I was shocked and upset is an understatement - I informed him that I had not packed to go to my neighbor's yet, and I could not do it then because I had to go to work. (At this time, it was already close to 9:30 a.m., and my office opens at 9:00) Sanding could not begin that day.

After that, [redacted] refused to communicate with me at all. My only source of communication with your company was through his assistant, [redacted], who was very nice through the whole

process, and I told him so.

One example of [redacted]'s attitude during this installation was when [redacted] and I were discussing the way the wood ran in the room to the left of the front door, and how the wood must follow the joists. [redacted] asked if they would be weaving the flooring for that room into the existing hallway flooring and I said yes, then [redacted] walked up and said why not just put a threshold there. I said no, I wanted it woven in. That was also what you had specified on your estimate.

Another consistent problem I had was that everyone I spoke with in your firm wanted me to go with a stock color for the stain. I specifically wanted the stain to match my cabinets, and Scott even went so far as to say "nobody does that". That doesn't matter, it's my house, my choice. Once it was done, [redacted] couldn't get over how good it looked with the color I insisted on.

Once the work was completed, I moved back into my home on November 22nd. But before I moved in, I had to have the first floor professionally cleaned at a cost of $178.00 because of the incredible amount of dust everywhere.

As I walked through the house, I began to see areas where stain was smeared on the baseboards and very haphazardly wiped away. There are even stains on my living room wall, and on the wall in the study. I saw places where the polyurethane had bubbled up against the shoe molding, and swirls from the sander. A friend then pointed out to me that none of the nail holes in the shoe molding had been filled. Worse still, at the side door in the living room, three separate pieces of wood were used in the installation, and none of them are the same size or width, nor do they butt up to the threshold of the door. I am being inundated with stinkbugs. There were at least four complete bundles of wood left after the installation - there was no reason for three pieces of wood to be used there.

I even had to call a plumber because of a noise my disposal made the first time I used it upon my return - one it wasn't making before I left. Come to find out, there was a nail or fastener, I'm not sure which, down in the disposal. If he'd had to come out, that would have been another $100 expense.

I am enclosing pictures of some of the places where the stain is smeared, the fastener found in the disposal, and a copy of my check for the cleaning.

In light of the problems I have with this installation and the poor level of service received. I am reducing the amount paid by $250.00 and am asking that the area in front of the living room door be fixed and the holes in the shoe molding be filled.

I recently hired someone to build new front steps for me - I was so impressed with his work, he has gotten three more jobs from fiends of mine and two more want his number. One of those friends was going to contact your firm about putting hardwoods down for her, but after hearing about what I went through, has said she would never call your firm.

Sincerely,

[redacted]Desired Settlement: see Attached document

Business

Response:

SCOTT FLOOR COMPANY INC. [redacted]

In our estimate originally dated 9/30/2015, we recognized

the difficulty of the job as presented and as a result created the contact as

attached to this response. During the

job, it is important to note that we had to clean up dog urine from your floor

after the floor was installed, moved furniture (which originally was originally

agreed upon as not part of our responsibility), had to stop sanding and end

work for a day so that you could have the opportunity to clear your closets

(this also had been previously discussed) and was asked to stop cleaning being

that a cleaning company would be brought in to clean following job

completion. In addition, while we are

sorry for the difficulty we are not responsible for stinkbugs or plumbing

damage as stated.

As per your statement, you accepted our terms as noted in

the attached signed contract dated 10/2/2014 for a total amount of

$5,800.00. Please note that the last

paragraph of E3930 reads that Scott Floor Company, Inc. will not be responsible

for paint touch ups or damage. Secondly,

the contract also reads that Scott Floor Company, Inc. will be responsible for

dust in a capacity of broom swept condition only.

Your total contract amount of $5,800.00 is currently

overdue. We have received only $5,500.00

as of 1/23/2015. An amount of $300.00 is

overdue.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have addressed each of their claims directly below the item. I think it's important to note that I wouldn't have even filed a complaint with the Revdex.com if Scott's had simply had the common courtesy to respond to my letter and come to my home to personally see what my concerns were. I also think it's funny that they didn't address the funds withheld for this shoddy level of work until a complaint was filed. Perhaps because they knew I had a legitimate reason to be unhappy? In our estimate originally dated 9/30/2015, we recognized the difficulty of the job as presented and as a result created the contact as attached to this response. During the job, it is important to note that we had to clean up dog urine from your floor after the floor was installed, DOG URINE - one accident by my 4 lb Yorkie which I cleaned up with paper towels, not multiple accidents by a large dog as their response would lead you to believe moved furniture (which originally was originally agreed upon as not part of our responsibility) MOVING FURNITURE - [redacted] Scott, the Owner of the company told me during a telephone on 10/31 to HOLD OFF moving furniture as they would not be able to start the job on 11/3 as originally planned, however, I already had made arrangements to have a crew come in and remove everything from the first floor on 11/1 and could not change the date. The only items of furniture left on the first floor were a loveseat and my television, and the television was on a rolling trolley. The installers did move the loveseat into the kitchen so they could lay the flooring in the living room, however, I had neighbors who helped me move it from the kitchen to my front porch, where it sat for the next week and a half while waiting for the job to be finished. The television was rolled into my kitchen pantry., had to stop sanding and end work for a day so that you could have the opportunity to clear your closets CLEANING CLOSETS - First of all, there is only one closet on this floor, and they did not "stop sanding and end work for a day" - I told them in the morning I would clean this closet that evening - the afternoon before I was told sanding would day after next, the following morning I was told sanding would be starting that day - I told the installers that would not be possible as I was already late for work, had not finished packing to leave the house for 10 days, and had not had the opportunity to let my neighbor know I was coming a day early (this also had been previously discussed) and was asked to stop cleaning being that a cleaning company would be brought in to clean following job completion.STOP CLEANING FOR CLEANING COMPANY - this is a complete fabrication - I still have the texts on my phone to the lead installer re this. My text dated 11/18 at 9:18 p.m. reads "I have a housecleaning crew coming in thurs, but estimator wants to look in there tomorrow at 830 before you get started - problem?" Response received at 8:05 a.m. 11/19 "Yes, that's OK. We won't be there til 920 or 930," At 8:51 I sent the following text "I'm finished in the house, and left the front door open. Please call when you get inside the house - I need to ask about a couple of things." In addition, while we are sorry for the difficulty we are not responsible for stinkbugs STINKBUGS - the stinkbugs are coming in because they did not properly lay flooring at the side door. At my side door, they used what appears to be three scrap pieces of wood, all of varying widths, none of which butt the threshold of subfloor. They did not even address this in their response, nor did they address their failure to fill in the nail holes on the shoe molding. or plumbing damage as stated. PLUMBING DAMAGE - this item appeared to be some sort of fastener, and it was not in the disposal prior to the flooring installation. A noise such as the one I heard could not be missed. As per your statement, you accepted our terms as noted in the attached signed contract dated 10/2/2014 for a total amount of $5,800.00. Please note that the last paragraph of E3930 reads that Scott Floor Company, Inc. will not be responsible for paint touch ups or damage.PAINT TOUCH UPS OR DAMAGE - The stains for which they say they are not responsible are not the result of normal, yet cautious application - this was quite simply sloppy work and a sloppy attempt at removing the stains. I haven't even gotten into the polyurethane bubbles you can see throughout, nor the swirl marks from the sander. Their letter also does not address the fact that their lead installer did not want to weave new flooring into the existing hall flooring as specified in the contract. Secondly, the contract also reads that Scott Floor Company, Inc. will be responsible for dust in a capacity of broom swept condition only. Your total contract amount of $5,800.00 is currently overdue. We have received only $5,500.00 as of 1/23/2015. An amount of $300.00 is overdue.

Regards,

Business

Response:

All issues have been taken care of.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. Yes, thank you, Scott's Floors did come out to my house Friday to address the issues set out in my complaint. The assistant installer who came to lay my floors came back with [redacted] who, I believe, is the residential flooring supervisor. They were both pleasant and polite, and spent a good bit of time crawling around on my floor fixing areas of concern.I did not address the accept/reject of your email from today as one issue did come to light of which I was not aware until Friday -- when the owner, [redacted] Scott, came to my home to do the estimate, I asked for a custom blend of stains so that the floor would match my cherry cabinets. (In the contract, this is referred to as "matching existing stain as close as possible" - however, all the old flooring was being refinished and I specifically said match the cabinets.) I even provided a cabinet door for them to use to match the stain. When the stain was put down, the lead installer told me it looked different from the cabinets because it was going onto an oak floor versus cherry cabinets and the woods had different grains, and that the polyurethane would also make a difference, so I accepted that explanation. However, Friday I found out from the assistant installer who came to the house for the installation and the subsequent repair that there was no "custom blend" mixed together to match the cabinets, they just used Minwax English Chestnut stain because it was the "closest". If you were to look at the cabinets versus the floors, you would see there is an obvious difference in the two (the floors do not have any of the red tone that is a part of a cherry stain). Although the floors do look good, and I have gotten compliments on them, this seems to be yet another example of not being provided what I had asked for, and when I did ask questions, I didn't receive a truthful answer. I'm selling the home this spring, which is why I had all this done, and I'm not going to go back and forth on this with Scott's, but I wanted you to know.Thank you for your help with this.Regards,

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Description: HARDWOOD FLOOR CONTRACTORS, FLOOR REFINISHING, HOME IMPROVEMENTS, FLOOR LAYING, REFINISHING & RESURFACING, FLOOR MATERIALS

Address: 1215 Ohio Avenue, Salem, Virginia, United States, 24153

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