Serr-Edge Expert Sharpening

The job we did was a quality job that would be loved by anyone other than the ***'sWe returned twice and did minor corrections in an effort to satisfy them and then returned a third timeAt the third return it became apparent that the ***'s had no intention of being satisfiedI inspected a few of the complaints the ***'s directed me toI found no aesthetic or defective wood issue and explained that wood is a natural product and, unlike sheet rock, it takes stains differently which is part of the beauty of a stained natural wood floorMrs [redacted] requested I call the manufacturer [redacted] Hardwood Flooring which I did and they refused to come out to inspect the site as I could not represent that I thought the product was defectiveI am only sorry I did not take pictures of the installation as it would show the quality of the installationI am convinced that there is no satisfying the ***s

The job we did was a quality job that would be loved by anyone other than the [redacted]'s. We returned twice and did minor corrections in an effort to satisfy them and then returned a third time. At the third return it became apparent that the [redacted]'s had no intention of being satisfied. I inspected a few of the complaints the [redacted]'s directed me to. I found no aesthetic or defective wood issue and explained that wood is a natural product and, unlike sheet rock, it takes stains differently which is part of the beauty of a stained natural wood floor. Mrs. [redacted] requested I call the manufacturer [redacted] Hardwood Flooring which I did and they refused to come out to inspect the site as I could not represent that I thought the product was defective. I am only sorry I did not take pictures of the installation as it would show the quality of the installation. I am convinced that there is no satisfying the [redacted]s.

We installed over a thousand square feet of hardwood flooring in the customer's home. On two occasions I returned with my crew to resolve complaints some of which were simple dis satisfaction with the wood grain. I explained to the customer that all wood floors have natural grain that is slightly...

different from board to board and I pointed out that we had this discussion prior to entering into the contract.
The customer had seen our work in the condominium common center where we had replaced the flooring some months earlier and I pointed out that this area also had different grain in the natural wood similar to what she was complaining about. Despite this, we removed and replaced flooring in an effort to satisfy the customer. On a third occasion we were summoned to her home for new complaints.
Upon entering the home we saw her husband on his hands and knees with a flashlight looking for "imperfections" in the wood- the customer had placed blue tape on each spot she considered a problem. There were over a 100 blue strips of tape and probably closer to 150 blue strips of tape. Many of the imperfections were scuff marks from walking on the wood with hard soles. At that point I told the customer that we could not be responsible for repairing normal wear and tear on the wooden floor on a weekly basis and I pointed out that none of these blue tape items had been a problem on my previous two return trips to her condo
She asked me to call the manufacturer as the wood was defective; I promptly called the manufacturer's rep from my truck. He asked me if in my professional opinion there was anything wrong with the quality of the product they supplied and we installed and I honestly replied no there is not. I was told they would not come out simply to appease a customer unless I could state that in my professional opinion there was a product defect which I could not do. I told the customer that the representative would not come out and I then sent my crew to another site.
The stairs were sanded and finished and the customers complaints revolved around the fact that this was not new wood and I explained that we were not hired to replace the wood on the stairs. This job was done in a professional manner and there is simply no satisfying this customer.

In the response from Nick every word of it is a lie, except for 3 pieces of wood that looked like something went wrong with it when it went through a sanding process or something.  The wood that had the tape on it was cracked pieces of wood, gouges out of the wood and splintered wood.  The floor was only a week old.  He was the one that said the wood may be defective and he would have the manufacturing rep call me and come take a look at it.   He left that day and I have never heard another word from him.  He said normal wear and tear, the floor was only a week old.  The stairs, the stain is full of bubbles and pieces of the brushes they used.  Has nothing to do with old wood.  When he look at the wood on the stairs the first time he said it was beautiful would and that we were lucky they used such beautiful wood on the stairs.  He said the condos on the bottom that were built at a different time don't have the nice wood we do.  Assured me how beautiful they would be.  Nick you are such a liar and you know it.  Do the right thing and take care of this mess or give us our money back so we can have them done by a professional and not a con man.  You also need to give us the receipts I have not received anything.  I think by law you need to give us those.  Where did these floors come from.  I want the name of the manufacturing company and where you got them.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]