Spifco Specialty Cleaning

On November 2, 2015 I hired Spifco to do my harwood floor (Bamboo) the Owner [redacted] went to inspect the job and give an estimate my Husband was there at the time he inspected it, he lnew the hardwood floor was a bamboo but he said he can do the job and scheduled it for November 2. When I came back from work late afternoon I saw he ruined my floors. I called and left a voice mail saying I'm not happy with the job and he need to go back and look it up. On November 3rd [redacted] went to my house again to check the floors and the only thing he told my husband was that the only thing he can do is give us a discount, I called the office again and spoke with [redacted] office manager and explained her that we don't want discount we want our floors fixed because we didn't paid $100 to install ur floors and need and explanation of [redacted] why they ruined my floors, later in the afternoon of November 3rd [redacted] called me and said that he doesn't know why my floors turned that way probably because the finish of my floors interfered with the finish they put, also because my floors are bamboo, those excuses are unacceptable because he went to inspect the floor before que start the job. He offered to take off what he put in our floors, after that I called an expert to see what he can say about the floors and that company inform us that they ruined our floors and the only solution is to refinish the whole floor because what ever they are planning to do is not going to work, the company that we called give us an estimate of $3.50 square feet. I proceeded to send [redacted] a certified mailed which at the time nobody can sign for it and the postal service left a note for that letter be pick up from the postal service which [redacted] haven't claimed yet.I'm trying to resolve this but they are denying responsabilities.Desired SettlementToday November 10, 2015 I spoke with [redacted] to verified if [redacted] is aware of the letter she answer yes, also she inform me she is going to mail me a CONSENT FORM for the job they are going to do trying to protect themselves and they are not given guarantee that the job of taking off what they put on the floors is going to work.I demand they cover the REFINISH cost because they ruined my floors.Business Response We regret that the results of the floor cleaning and rejuvenation that we performed for [redacted] met with unexpected results. However, [redacted] demands for complete floor refinishing are unnecessary and unreasonable considered from our perspective. A brief review of the facts of the matter should show and will hopefully clarify our position. 1.) Upon my initial evaluation of the customer's floors, your [redacted] husband [redacted] pointed out some scuffs as the primary issue of concern with the floors. I told him our process would likely not remove the scuffs but might improve their appearance by levelling out the sheen a little. I told him there was a chance that there could be no improvement as well, but that was a chance he would have to take as there is really no way to predict the result. At this point, her husband, [redacted] withheld telling me anything about prior use of any sort of floor product, and instead misrepresented the area of concern as mere scuffs, not scuffs that they had already tried to "fix" with a poorly applied consumer product. At this point I had absolutely no reason to suspect any sort of incompatible product was on their floor.2.) They consented to the bid and asked me to perform the work.3.) They were dissatisfied with the results and withheld and continue to withhold payment, although they continually state they aren't refusing to pay4.) I returned to address their areas of concern. It was only then that I found out that they had previously used an incompatible product ([redacted]) on the scuff areas they had asked me to treat and what her husband had represented to me as scuffs was also a build-up of acrylic wax to which our product was failing to adhere properly.5.) Since I had no prior knowledge of the product the customers had known they had used, I deny any culpability, however, in the interest of customer relations and since they were not interested in a reduction in their bill, we set an appointment for me to come and attempt a removal of our product using an industry standard process for which I was not going to charge anything extra. 6.) The customer cancelled the appointment however, have paid us nothing and instead now demand that we pay them $3.50 per square foot to refinish their floor, claiming that two experts have told you your floors are ruined.My position remains, we will come and attempt removal of our product at no additional cost to the customer. We will use an industry standard product designed for this exact purpose. We will require, however, that they sign a consent form indemnifying us from claims of damage in the event that the results of removal doesn't meet their satisfaction simply because, once again, we have no way of predicting with 100% certainty how our removal product might react with the [redacted] product they initially put down. It is our professional judgement that it should not react adversely, but we have no way of actually knowing it for sure. This is why the company that manufactures the acrylic remover recommends getting such a waiver signed; there is at least some risk of adverse reaction.Furthermore, it is our position that their floors are in no way ruined. To my knowledge, [redacted] had not received a prognosis of "ruined" from industry certified inspectors of any sort, but likely merely flooring refinishers who might be looking for some work at $3.50 per square foot. Regrettably, this whole situation leading up to the customer's demand for payment when they are the ones culpable for using and then misrepresenting the poor application of their product as scuffs that I clearly told them our process would likely not remove is unreasonable. Furthermore, they have made no payment for our service to date, and refuse consent to allow us to attempt to remove our product but demand we pay them instead. We are sorry, but this is an unreasonable demand and not a solution we are willing to provide.