Sunset Wood Flooring

Review: I hired Sunset Floors to install approximately 1400 square feet of new hardwood floor. After the floors were installed, but before the owner started the finishing (sanding and coating), I walked on the floors for two weeks and they were perfectly level. Once the sanding started I noticed a large dip in the kitchen in front of the stove and when I pointed it out to the owner he acted like he didn't know it was there and then blamed it on the sub-flooring. I know that he over sanded!! When I asked him to replace the wood he said no, that it would look like a patch job and said he would put shims under the wood. It did not work. So now I am left with a dip in my brand new kitchen floor and a horrible piece of damaged wood that he filled in with wood putty!!! The owner claims I knew about the damaged plank that he filled with wood putty but I absolutely did not!!! I never would have agreed to allow him to leave my new floor such a mess. I have to question what kind of professional would leave such a horrible patch job in the middle of a new floor. I emailed the owner and told him how unhappy I was and that I wanted him to pay to replace the floor or work with a friend of mine together to replace the floor and have not heard from him since. That was in early March. I emailed him on June 8th and told him that I was not going to just walk away from this and that I wanted him to pay for the repair or pay someone to do the repair and he never responded. I went to the CT Department of Consumer Protection where I found out that his contractors license in Connecticut lapsed on November 30, 2012, a little over a month before he started the work on my home. I know for a fact that he continues to work in Connecticut without a license and does not tell his clients that his license lapsed.

Product_Or_Service: hardwood floorDesired Settlement: DesiredSettlementID: Refund

I would like my money back. I had another wood floor company come in and give me an estimate for the repair and the quote was for [redacted]. I would never let this man into my home again or do any work for me.

Business

Response:

Upon inspection of the job and before the floor installation, I informed the homeowner that the sub-floor in her condominium was not in good condition. Unless the subflooring was replaced, the new floor installation may have some dips and waves. I do not install subfloors as that is structual and that would be an issue with the condo association. Ms. [redacted] was told this before I started the job. She said that she understood that I would make modifications by using shims and sanding to make the floor as even as possible. I had to utilize wood shims and sanding in the kitchen in front of the stove to compensate for the uneven subfloor. A plank which was defective did chip in front of the stove and I used wood putty to fill in the chip, but told her that if she wasn't happy with that remedy, I would be more than happy to replace that plank. I received her e-mail that she was unhappy so I e-mailed her back and told her that I would take care of it -- no problem. I left her telephone messages and texts to which I received no response until receiving this complaint from the Revdex.com. I feel that the floor came out immaculate considering the problem with the subfloor. I have photos take of the subfloor and the finished job. Her first e-mail indicated that she received a quote of $1500.00 to repair the job and now she claims $2500.00. All that needs to be done to rectify her complaint would be replacement of that plank and refinish the area again, which I told her that I would do for no charge.

Consumer

Response:

This case has not been resolved and I reject the response from Mr. [redacted].

Fact: The last time Mr. [redacted] contacted me was March 5, 2013. He NEVER phoned, sent a text or emailed me after that date. Please ask Mr. [redacted] to produce evidence that he contacted me after that date.

Fact: I emailed Mr. [redacted] on March 7, 2013, June 8, 2013, and June 12, 2013 and he NEVER responded. I can produce copies of these emails, where can I send the copies?

Fact: I have pictures of what the floor looked like when it was first installed but before Mr. [redacted] started the sanding and staining process (there was approximately two weeks in between). The floor in the kitchen was completely level. I have pictures after Mr. [redacted] OVER-SANDED the floor that created a damaged plank and a dip in the floor in front of my stove. The "chip" Mr. [redacted] refers to is approximately 5 inches long. I have a picture of this; where should I send the picture? Please ask Mr. [redacted] to produce his before and after pictures.

Fact: While trying to correct the damage that occurred when he over-sanded, Mr. [redacted] did indeed damage a plank. It was not a defective plank as Mr. [redacted] claims; it was a perfectly good plank. Instead of replacing the plank, he filled it in with wood putty.

Fact: When Mr. [redacted] came to give me an estimate for the new floors we did discuss the possibility that the sub-floor may not be level. I agreed that using shims and sanding would be the remedy. AT NO TIME did we ever discuss that he could not replace the sub-floor because it was an issue with the condominium association!! I own the floor and the sub-floor and everything within the four walls of the unit and Mr. [redacted] knew that. That conversation NEVER happened.

Fact: Mr. [redacted] NEVER told me that he would replace the chipped plank if I wasn't happy because I didn't even know it was there until five days after he finished the job. He covered it with rosin paper the last day he was on the job. When I removed the paper that's when I discovered the extent of the damage. I emailed him on March 7, 2012 and told him how unhappy I was with the floor. I asked him to come to my home to discuss correcting the problem and some others that occurred while he was doing the floors and I NEVER heard from him again.

The idea that fixing the floor would be a matter of replacing ONE plank and re-sanding that area is absurd. The whole kitchen floor needs to be replaced or it will look like a terrible patch job.

This has not been resolved. I want my floor fixed and I want the Revdex.com to make my complaint public if Mr. [redacted] does not pay for the repair.