The Steam Team

To whom it may concern: We received a complaint # [redacted] in regards to an [redacted] ***. I talked to [redacted] the same day the complaint was made to the BBB. Mr. [redacted] was quoted a price to do a dustless refinish on his flooring and not full sand and refinish. We do not sand floors and [redacted] was aware... of this, he decided to do a dustless refinish because it was more cost effective. Mr. [redacted] also got a quote for a sand a refinish from a company that preforms this type of service and decided to use our option. We have done hundreds of floors with this process and never have a problem. This particular flooring had been waxed and this is the worst thing you can do to a wood floor and it is impossible to see the wax until chemicals are applied. The only way to remove wax from the flooring is to sand and refinish it, again something we do not do. I gladly refunded [redacted] every last dollar he paid us so he can use the money to hire the company that sands flooring. [redacted] had two options, sand the floor or try the dustless refinish. Now because the dustless refinish didn't work he thinks we should pay to have the floor refinished, that was his only other option. Again, I refunded all his money and he is out of pocket nothing for what we did. I am copying the email I sent to [redacted] the same day he made this complaint. ***, thank you for talking with me this morning regarding the wood floor you hired us for. In most cases a dust free refinishing is an easy way to fix the appearance of a floor in need. The problem with this floor is that it has been waxed by someone previous to our cleaning and wax is close to impossible to remove completely. It is almost impossible for us to see the wax until we apply a product and then it will turn white, this doesn't always happen right away, sometimes it takes weeks. We are going to issue you a full refund so you can find someone that will do a full restoration of the floor. Here is a quick article about wax on a wood floor, mop and glow and orange glow are by far the worst products on the market. Also attached is Armstrong's cleaning guide for wood flooring. http://homeguides.sfgate.com/old-wax-off-wood-floors-50679.html http://www.armstrong.com/flooring/floor-care/hardwood-care-instructions.html s- - www.TheSteamTeam.com I 1904W. Koenig Lane I Austin, Texas 78756 I ###-###-#### I ###-###-#### (fax)