Ultimate Hardwood

[redacted] I am rejecting this response because:The statement that we abused the floors prior to the full cure time is simply untrueWe adhered to the instructions he provided us (We waited the correct amount of time before walking and placing furniture on the floor -- Note this floor refinishing was performed prior to us moving in to the home).We were told full cure time was weeks and we were OVERLY cautious by only wearing socks, only moving a few necessary pieces of furniture into the house, not spilling anything until weeks, not washing the floor until almost weeks and consulting UHW before doing so.The whole point of this re-oil was that the applied product was not performing as advertised -- We had consulted UHW when we noticed water spots on the floors remained (After wiping them away with a microfiber cloth) and what product to use to clean them (Note the product is not supposed to allow water spots to begin with) -- After using the water/vinegar solution he suggested, the water spots remained.After a visit to our home (Which took over a month to get them to do), UHW agreed there was an issue (As an example the hallway banister where nobody walks or touches had scratch/unfinished marks from the beginning, clearly not a place where it was "abused"UHW stated this was very unusual and took photos)UHW stated he was going to 'fix it' (Not perform a "courtesy" re-oil) and that a re-oil would resolve the problem -- At this point he did not state we had "abused" the floors prior to the full cure time (We have e-mails backing this up).UHW has also still not explained as to why he proceeded with the re-oil without notifying us of the supposed humidity (Note his readings were taken after a weekend of heavy rain/thunderstorms, we had provided our own reading after we had gotten back from vacation and the humidity level was at 40%, with no response), "abuse", and "water damage" issues.UHW's states that [redacted] *** agrees with his account of the events, yet they have never been in contact with us nor have they looked at the floors themselves.The floors were left with visible shoe prints and circular buff marks in several areas and is now in worse shape than when we started, when the only problem was scratches from pets [redacted]

This floor was abused before it had time to fully cure and the mfg is aware and is in agreements. This floor has water damage and is also starting to cup. I took photos and mc readings and provided the homeowner with this. Ultimate Hardwood is in no way responsible for the way a client treats...

or abuses their floors. I suggested a 'courtesy' reoil at the companies expense.The reoil did not go well due to the cupping which again Ultimate Hardwood is in no way responsible. I'd be happy to reoil it once the cupping is fixed.

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I am rejecting this response because:The statement that we abused the floors prior to the full cure time is simply untrue. We adhered to the instructions he provided us (We waited the correct amount of time before walking and placing furniture on the floor -- Note this floor refinishing was performed prior to us moving in to the home).We were told full cure time was 2 weeks and we were OVERLY cautious by only wearing socks, only moving a few necessary pieces of furniture into the house, not spilling anything until 4 weeks, not washing the floor until almost 5 weeks and consulting UHW before doing so.The whole point of this re-oil was that the applied product was not performing as advertised -- We had consulted UHW when we noticed water spots on the floors remained (After wiping them away with a microfiber cloth) and what product to use to clean them (Note the product is not supposed to allow water spots to begin with) -- After using the water/vinegar solution he suggested, the water spots remained.After a visit to our home (Which took over a month to get them to do), UHW agreed there was an issue (As an example the hallway banister where nobody walks or touches had scratch/unfinished marks from the beginning, clearly not a place where it was "abused". UHW stated this was very unusual and took photos). UHW stated he was going to 'fix it' (Not perform a "courtesy" re-oil) and that a re-oil would resolve the problem -- At this point he did not state we had "abused" the floors prior to the full cure time (We have e-mails backing this up).UHW has also still not explained as to why he proceeded with the re-oil without notifying us of the supposed humidity (Note his readings were taken after a weekend of heavy rain/thunderstorms, we had provided our own reading after we had gotten back from vacation and the humidity level was at 40%, with no response), "abuse", and "water damage" issues.UHW's states that [redacted] agrees with his account of the events, yet they have never been in contact with us nor have they looked at the floors themselves.The floors were left with visible shoe prints and circular buff marks in several areas and is now in worse shape than when we started, when the only problem was scratches from pets.
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