Woodruff Floors Reviews (%countItem)
Woodruff Floors Rating
Address: 111 N Orange Ave STE 800, Orlando, Florida, United States, 32801-2381
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This company took our money but never completed the job which we had to do ourselves. the estimate they gave us was way off by thousands of dollars
woodruff was late finishing the job by their estimate over by 4 days, their leadership ability lacked terribly and the cost was estimated at 5100, it cost nearly 7000 during 6/15-6/23 at ten p.m. and they were lacking in the proper labor each day to get the job done. We found out they outsource their labor to third parties.
Sara O.- Sales Rep
Alex- Project leader (who was never there beyond ten minutes a day)
"We had no idea when you ripped out our base boards during demolition that we needed proof that we had base boards originally there. Who takes a photo of the wall behind their fridge. We have gotten nothing for free. We paid for the base boards. Your guys destroyed the door frames when that was not necessary and we paid 1600 dollars more to sand down the floor. We have gotten headaches and delayed work without so much as an apology for you in incompetence in leadership.
Is this how you do business every time?"
This was the last email I wrote them when we found out they never completed the job by applying the baseboards behind the fridge to keep the ants out. So we had to pay 200 more and buy baseboards and finish the job ourselves because they refused to come out, thinking we would never notice the lack of baseboards behind the fridge put back in place.
We paid by credit card.
we seek to get the cost back for the molding we had to buy and the time it took to put it together in the amount of 350.00
Hello *** and***,
Yes, you do need to have proof that there were baseboards installed in a refrigerator alcove. People that are seeking free products and services from a company are generally the people that don't provide proof when asked for it. Yes, you did pay for baseboards and you got the baseboards installed throughout your house. If you rip the baseboard off after we install it, you will have to wait to be fit into our schedule if we decided to come back to provide you a new baseboard installation. Calling our office every hour will not make our schedule move any faster. In regards to the door casing, yes, we did accidentally remove 2 during demo. However, we corrected that mistake immediately and installed new ones at no cost to you whatsoever, and now they are new and look better than before. Can you explain what is your complaint with that?
The quarter round in the kitchen was free; you did not have quarter round in the kitchen before and that was given to you at no cost; the clips for installation were free (which would have been charged had we known beforehand how large your tile was). Also, on the last day of work when you called me asking where Alex had gone (to *** to get items for you as I stated at the time), I did apologize and I recall you abruptly hanging up on me while I was in the middle of speaking. I had been understanding and working diligently to coordinate our crew (a crew that we do not outsource as you have falsely mentioned now several times) to complete your job satisfactorily.
Yes, you paid $1,500 more to fix the problem you had with the concrete subfloor. The problem was discovered after we removed your existing floors prior to the start of installing the tile. As indicated on the original quote you received and also in your agreement, the price is subject to change per any issue that may arise (i.e., subfloor leveling), which you desperately needed in order to have large format tile planks installed. Without fixing this, we couldn't have installed your large format tile floors. The subfloors were very uneven, so again, yes, we did fix your subfloors for an additional agreed upon (with a signed / authorized change order by you) of $1,500. We in no way gave you a quote that was "way off by thousands of dollars". You were made aware of the additional charges for the concrete grinding and you signed the change order with that exact information. Nothing else was added or deviated in any way from the quote or change order you received. You paid what was quoted to you and for the change order for the subfloor leveling that was discovered once the floors were removed and the transition strips you needed, and not one cent over that.
Can you explain to me what was so grossly incompetent in our leadership? Because from what I understand so far is that your floors and baseboards look perfect, we said it would take between 5-10 days and we finished in 9 (and that was with having to unexpectedly grind down 551 square feet of concrete), and the door casing we fixed and now looks better than before. You are complaining because everything is perfect?
We delivered high quality. The only person sounding incompetent right now, is the person complaining about a perfect job.
Lastly, we are not responsible for ants or insects coming into your home and we in no way, shape, or form could have predicted an environmental exposure such as ants and to say otherwise would be ridiculous. Ants are enticed by the smell of food and a water source which is likely the condensation from your fridge. It sounds like a good fridge cleaning would help with your ant infestation.
Thank you,
Woodruff Floors
(The consumer indicated he/she ACCEPTED the response from the business.)
Still will never use this company ever again. I expect my review will go along with there unaccredited F rating as well.
Woodruff Floors LLC did not complete install to standard, took full payment without consent, and damaged property.
We entered into contract with Woodruff Floors to install a backsplash in our kitchen. We paid 75% in advance and told them that we had all the materials. We purchased 6 boxes of tile that is 2 inches by 8 inches, which is WAY more than enough for install and some extra. Our significant concerns are below:
1. Installation not completed- there are some tiles that are not connected to the wall, just simple pinned in and move and slide up down and side to side.
2. Unauthorized workers on job- there were 3 workers on the job. One that appeared to be an employee, his girlfriend, and an older gentleman.
3. Damage to property- During installation I noticed the cutting tool placed on the counter with glass shards all over the counter and smashed under the "feet" of the tool. I asked the worker to put a mat, towel, or cardboard under it so as not to scratch the counter. To which he replied, no. Our countertops are damaged in multiple places from his tool and the glass scratching and dulling the surface of our brand new granite countertops.
4. Credit card run without consent- the worker packed up and said he was finished before installing the last 3 tiles behind the sink. I pointed out the missing tiles to which he begrudgingly installed and left without reviewing the rest of the job.
5. Discrimination- when I called the business manager (maybe owner), she refused to speak to me and refused to give me the name and contact information of the owner of the company because I am not the person who contract the job. I am the wife of the person who contracted the job, we did it together, and we own the home together. She, the manager/ owner hung up on me and will not take any more of my calls.
I'd like the job completed to industry standards. If Woodruff Floors can't complete the job to industry standards, I'd like a complete refund for the materials, installation, and removal of the current work so that we can hire a competent installer.
Breach of contract
On April 4th, 2019 we entered into a contract with Woodruff Flooring to have some tile and carpet removed from our house and have new laminate and baseboards installed. They started on April 24th and the estimated completion date was on April 27th, 2019. A 50% labor deposit was paid on April 5th in the amount of $3547.02, another 25% payment was due on the start date of April 24th which was in the amount of $957.50 and then the remaining 25% ($957.50) was due upon project completion. On May 2nd, our credit card was charged the final payment of $957.50 even though the job was never completed. It is now June 5th, 2019 and the job is still not complete.
Complete the job as stated per the contract and honor the 1 year labor warranty, or full refund of all labor.
Based on my experience I cannot recommend Woodruff Floors
Their contractor promised me my floors will be done on October 31 and they never even showed up that day despite me calling several times, when they showed up the next day they discovered that there was one T molding missing, they are using this to blame me for the floors not being done but even if the T molding was there they would not have finished on time as they never even showed up.
They did a terrible job on my floors, there are T moldings cut incorrectly, the stair is uneven, there are pieces of quarter round missing, and they did a terrible job around my fireplace, the laminate is chipped because of the sloppy cutting, and you can see the mat underneath.
Although I would prefer to have a professional company come fix it but they insist that because of the warranty they are the only ones who can do it. Despite my hesitation I have made several attempts to reach out to the company to have the floors fixed, I have emailed and called and have not received a response.
Do yourself a favor and don't spend thousands of dollars on a company that will do a sloppy job and then ignore you.
Great experience with Woodruff Floors. We just purchased a new home and were looking to redo our outdated master bath. After reading several positive reviews, I contacted them for a quote.
Alex was able to come out two days later and he was extremely professional and knowledgeable. He answered all of my concerns and made a few suggestions that I wouldn't have otherwise given much thought to.
Their office was very kind and patient with me with scheduling. We were under a time crunch and they were gladly accommodating and made it work. From meeting us at our new house to working around our painters, they have been so easy to work with our schedule. On the day of the service, their guys were prompt, professional, friendly, and did an excellent job! The tile in the shower looks stunning and just how I had envisioned. I am so so happy they suggested putting in a niche!
They gave us a one year warranty on the work and I have no doubt they'll come back if any issues arrive. Couldn't be happier!
Hi Catalina,
Thank you for your feedback, we hope you are enjoying your new home! We are so happy to hear that you are enjoying your new shower and that our team was able to assist you.
Thank you again for your business
- Woodruff Floors, LLC
We had a terrible experience with this company. When Alex came to give us our quote, we were initially impressed by the speed with which he said his company could install our new floors with his team of men, and also the fact that a cleaning crew would be sent in once they were finished the job.
Unfortunately, we quickly became frustrated with the company's lies and game-playing. Although the workers did a good job installing the floors, the company's customer service was atrocious. First of all, Alex never answered his phone and would only text, which was often difficult when we needed to discuss details about the flooring installation, etc. His wife, Sara, answered the phone at the company's phone number but never had much information. For example, our contract provided that the company would paint the new baseboards before installing them. When the deadline was approaching and they still hadn't been painted because "it was raining outside" (terrible excuse given that we have a covered porch), we painted them ourselves. Alex then indicated that the baseboards would be installed that very day. However, he texted a few hours later to say the floors were drying and no one could walk in the house. So, the baseboards were not installed and when we questioned him about this, he never responded.
I realize customers can be demanding. However, if they had simply answered some of our questions rather than lying about deadlines and misleading us, we would have felt much better. We were never able to get a solid answer about anything. Alex played games and made everything way more complicated than it needed to be. Even when we were painting the baseboards he asked me to stop interfering and to let them do their work, which was kind of hilarious given that only one guy was working at the house that day and we were working outside in the heat.
To make matters worse, Alex texted my husband almost every night telling him about additional supplies he would need the following day. My husband asked for a list at the beginning of the project so he could make one trip to ***'s, but Alex added additional items on a daily basis. These was extremely inconvenient given that my husband has a full-time job and doesn't have time to run to ***'s at Alex's beck and call. In the end, Alex way overestimated the amount of tile and baseboards we would need, so now we are stuck with unneeded supplies. Big waste of money for no reason besides his carelessness.
There was also no cleaning crew whatsoever. This was a big part of the reason we hired this company to do our floors. When I asked Sara about the cleaning crew, she indicated that the company had a cleaning crew of their own that would come at the end of the job to clean up. This never happened. On the last day, Alex told me he wanted to take a video of me showing him what hadn't been cleaned so that they could fix the problem. At this point the big debris had been cleaned up, the kitchen counters had been rinsed off, and the tv may have been wiped off. That's it. He insisted they'd cleaned the bathroom which stunk of urine, but when I came home I found a disgusting toilet with pee sprayed on the wall, pubic hairs, and a filthy sink. The floors were filthy and there was mortar or mud all over all walls that I had to scrub off. In sum, there was no cleaning crew and this was a blatant lie.
The icing on the cake was the company's behavior about our final bill. Alex showed up at our front door around 7:30 p.m. (a mere hour after the job was finished), asking that we call his wife about our credit card payment. (Our credit card company placed a hold on the charge since it was for a large amount of money and was taken as suspicious). I called Sara and explained that we were in the middle of cleaning the house and that we would call the credit card company after feeding our 2-year-old his dinner and putting him to bed. Apparently this wasn't good enough and Alex sat in his truck in our driveway, perhaps waiting for us to call the credit card company. A few minutes later he knocked on our door again and insisted that we call Sara again to make the payment. I have never experienced anything like this in all my life. Extremely unprofessional and uncalled for.
We will never recommend this company to anyone.
Avery,
Thank you for your feedback.
We have been extremely communicative with you and Michael. Alex would answer your text messages and we would answer your 3-4 calls per day to our office and do the best we can to provide you with updates and inform you of progress.
When our team was grouting, we asked that no one walk on the floor to prevent gouges, holes, discoloration in the grout, etc. The baseboard could not have been installed because the grout was still drying, which I believe was communicated to you as well. We offered to paint the baseboards for you at no cost, but you called early one morning to let our office know that you were there to paint the baseboards yourself so you could move in earlier because you have a toddler and were paying for a hotel.
Additionally, we still finished on time for our deadline according to our written agreement and there were no delays. Our crew cleaned up their work site areas and debris (again, according to our written agreement) and we offered to send in a cleaning crew but you wanted to move in by 6pm. Alex asked that someone meet him at the home prior to show him the areas that you were not satisfied with so he can relay that to the cleaning crew. You verbally (via telephone) agreed to clean your home so you could move in sooner.
While we do apologize if you feel our team was unprofessional, we did our absolute best to communicate with you and finished the job in a timely manner, even with pressure from you to rush.
Woodruff cancelled the contract to do my entire house retile job after performing shoddy workmanship for 2 days. I had to rip out and replace materia
On 1/18/2018 myself and my partner, Billy met with installer, Alex to discuss the install of the floor tile that I had already purchased from ***. Because the tile was a 48" long tile, we were explained by him that locking clips must be used to insure a "no lippage" floor. We were impressed by this method and thus entered into an agreement for both phase 1 and phase 2 of a whole house tile install (1,596 total) Phase 1 to begin 3/5/2018 ($2,088.50 - 50% deposit) and Phase 2 ($1,204.50 - 50% deposit) to begin 4/30/18. The deposits were given via my Capital One Credit Card. Prior to March 5, the tile pattern was discussed probably a dozen times. On March 5 the installers arrived and to my dismay I could not communicate with them because they only spoke Spanish. The foreman, Alex, arrived and communicated with them. The pattern to be laid was discussed and then Alex left. I left them alone to work. At the end of the work day I was startled to see the wrong pattern on the floor coupled with a pattern that the manufacturer of the floor clearly stated on the box that it was not adviseable and not a warranted practice. That evening I emailed a picture of the pattern that had been previously agreed to Sarah (owner). When Alex appeared on the scene the following morning the pattern was discussed again with the diagram from the box. He spoke to the installers and said that it would be corrected. At the end of the work day, another surprise. A 3 row set pattern was on the floor and clearly not the one agreed to. Alex said they had no choice but to do that because they were putting down such a heavy mudbed. We then closely looked at what was happening and discovered that NO locking clips were being used and they were leveling the floor with thinset. The last row they laid had a 1" mudbed which is against industry standards. (see letter from Triangle Flooring. Alex admitted that the pattern was all wrong and said lets lift the tile and start washing off the thinset so it can be reused. He told us that they would probably cancel the contract because things were not going well. He left us washing thinset off to late into the evening. The following morning I spoke to Sarah and asked for the floor to be properly self leveled with the leveling material I had on the premises and to correct the rows of tile that were done wrong the previous day. She said she would talk to Alex. Well, when Alex arrived a few moments later, he informed me they were cancelling the contract. They left me with 309 sf of wrong pattern installed tile that was stained with thinset and not grouted. 75 sf of that number had to be ripped out and installed correctly (1" mudbed). Later that day I spoke to Sarah and asked for an itemization of what they expected for payment and what my refund would look like. She said she would send a summary over. After several days of no communication I decided I had to protect my interests and dispute the deposits I had paid on my Capital One. After they rec'd word that the dispute happened, I finally heard from owner, Sarah. Shen threatened a lien and demanded payment of $1,727.50 by the end of day. her sf is incorrect and on top of that they expect me to pay the $3.50 per sf price when no room was finished, no cleaning done and no grouting done. Zero finished product and not the agreed to pattern. I was awaiting a rebuttal from Woodruff on the credit card dispute, but a lien letter appeared instead. They are fraudulent in the description because they did not supply materials and the dollar amount is clearly exaggerated. They want $2,227.50 now for 234 sf incomplete and not agreed to work. As of this date I have spent $231.12 for new tile, $191.57 for thinset, $200 tearout, $250 grouting the Woodruff install. My number looks like they owe me $53.69. Woodruff has not responded in Good Faith. They never wanted to fix the problem. They just wanted to keep my money and are upset that I disputed
I would like to have the lien lifted from my house and a discussion to happen as to how they arrived at the amount due when nothing was completed per the contract. I am willing to listen and to try to resolve this dispute in a fair compromise.
â??The business responded to this complaint but asked that its response not be publishedâ?.
(The consumer indicated he/she DID NOT accept the response from the business.)
The main reason I do not accept this response is because it is full of lies and fabrications. Pictures do not lie. I have attached here proof that there were many issues with the tile installation, starting with the pattern. The pattern diagram was emailed to Sara and discussed with Foreman, Alex a number of times. As you can see in the picture, a 3 row pattern was installed that looks nothing like the diagram. This could be construed as a breach of contract on their part because they were not installing the tile as I had requested in writing and verbally. Other pictures show the 1" mud bed that Sara describes as only 3/4" because she knows that the TCNA recommends a max of 3/4" . She has also lied about ripping out tile and reinstalling it. That never took place by Woodruff. *** was the company that ripped up the floor, self leveled it properly and re-installed the tile. They also fixed all the undercuts that looked horendous which is also an industry standard. As you can see in the pictures, the tile with the 1" mud bed was part of the tile that had to be removed. The total sf of Woodruff contract was 1,596 square feet. The total square feet of Triangle contract was 1309.5 Therefore, there is a difference of 286.5 square feet. So Woodruff only installed 286.5 square feet of which 75 square feet had to be ripped out and replaced. That is a far cry from Woodruff's claim of 365 square feet that they want full price of 3.50 a square foot. Well, in order to get full price one would think that the work would have had to be fullly completed which includes cleaned and grouted (per the contract). I have tried to reach a compomise with Woodruff by offering $750 for the incomplete work that they did. I did not take into consideration the material wasted or the additional labor to fix Woodruff's work. See the attached letter to their lawyer that Sara completely turned down. There was never a compromise from Sara to resolve this situation. She went straight to a mechanic's lien on my property within two weeks. As for her acusations of harrasement, they are completely unfounded. The employees of Woodruff did not speak English so how could I harrass them. The only person on the jobsite who I could communicate with was Alex, the Foreman who would show up at the beginning and end of the workday to check up on the progress of the job. As my consumer right, I have the right to have any unsatisfactory work to be corrected in good faith. Wanting to have my tile installed properly and held to industry standards is not harrasement, but my right as a consumer. So not only has Sara put a fraudulent lien on my house, but she has also violated my consumer rights. Please look at all the attachments including the letter from Jacob *** (owner of ***) which also explains all the problems and the reasons why the Woodruff install had to be corrected. I had disputed the credit card because I suspected that Woodruff would keep all my money or charge me more than they actually performed, which turned out exactly correct. I replaced tile, thinset and paid for labor to fix their errors that totals approximately $1,200. I have receipts and bills to back this up. So in reality, Woodruff owes me approximately $450 I regret this having to be decided in court, but Sara has left me no other choice. This all could have been resolved peacefully and fairly if there was a willingness on Woodruff's part.
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, Woodruff is demanding full price for incomplete work plus owner, Sara is insinuating that we have no proof of any of this which is quite to the contrary. We attached multiple pictures which included a 1" mudbed that was still attached to a tile that we had removed. We had sent Sara pictures of the 1" mudbed before it was ripped up. Her continuous lies and reference to 3/4" is absurd. Pictures do not lie. The next lie is that tile was removed and reinstalled by Woodruff. She has no proof of any tile removal by Woodruff. It just did not happen. They were not interested in correction, just cancellation. Mr. also filed a complaint with the Revdex.com and she responded by saying he had no contractual obligations with her, which was true, but also stated that he had not been involved with any work that she had done. Yet, she mentions his name in her rebuttal. The only email he has sent was to compromise on a settlement of $750 I was willing to pay them and to inform them that putting a lien on someone' property for more money than what is owed to them is a 3rd degree felony in FL. Also, because I am 60, she can be charged with a crime against an elderly person. As for the phone calls, he made one phone call to her when *** temporarily released the funds to her and he asked for the lien to be removed. Mr. was never instructed to not contact Woodruff. He is my job supervisor and was just looking out for my best interest in trying to find a reasonable compromise. No threats were ever made by him to her and if so, I would like to see proof. Lastly, Sara stated that she was unaccepting of *** credibility. She continues to spread lies and misrepresentations of the facts. *** is licensed and insured. The owner took offense to her comments. Lastly, her saying that my offer of $750 was offensive but in reality was a fair offer considering I did not include the extra money I had to spend to fix their work. No counter offer was every made by Woodruff to resolve the situation. She is inflexible in her demands, still wanting full price for an incomplete job. I have over 50 pages of evidence to prove my case. In fact, *** has all the evidence and I fully expect them to rule in my favor very soon. My hope is that this Revdex.com report is published so other consumers will not have to endure what I have.
Re: Response #3 to Revdex.com Complaint #90209150
â??The business responded to this complaint but asked that its response not be publishedâ?.
I hired woodruff designing and remodeling to re due my kitchen and dining room floors. I could not say how satisfied I am with the job well done I received. Everything was done in a timely manner and to my satisfaction. Alex always informed me what he was doing and made sure I was always satisfied with the job. I would highly recommend them to anyone. Thank you to your team for the hard work I could not be happier.
Woodruff did a great job removing tile from our home promptly and left the floors smooth and ready for new tile to be installed. Their staff was very friendly and knowledgeable. Be advised this is not a dust free removal and will leave your entire home coated with a film of dust. Therefore, budget extra for a proper cleanup. I would have left a five star review but they re-scheduled last minute.
Woodruff Designing and Remodeling did an excellent job putting in new tile floors in our home. The whole process was seamless, and the company was very
accommodating to our tight schedule.
The estimator was professional and understanding to our needs, and we liked the fact that he didn't pressure us into committing right on the spot. The professionalism that they displayed throughout was top notch. I would encourage anyone looking to have their floors done to give them a call.
Excellent service from beginning to end. Consultation helped me decide on the best
option for me, which was a NuCore laminate flooring -- low maintenance, durable
(should hold up well with the kids), and looked pretty nice. I figured that this would be a better option for my home than an actual hardwood. The installation team was
great and did an excellent job, and were courteous and professional. I'm very pleased
with my new floor, looks great :-) I found this business as a result of reviews like this, so I wanted to be sure and add my recommendation.
This company has failed to follow industry standards of flooring installation and has violated the lifetime warranty stated in their contract.
Our complaint is involving the installation of the bamboo floor in our home on ***.
On February 6, 2016, we bought flooring materials from Floor and Décor, which is where we met Arturo O. He was working the aisles that day and came highly recommended by the staff. At that time, the name of Arturo's company was Timberwood Construction, LLC. He has recently changed it to Woodruff Designing and Remodeling, LLC and moved it to Orlando, FL. There is documentation of this change on sunbiz.org.
From February 11 - 14, 2016 Arturo O, Sara O and a random helper (that showed up halfway through installation) installed bamboo flooring in the downstairs of our home. After the bamboo floor was installed, we noticed issues with it immediately. It was starting to peak in the hallway and there were several areas where it was starting to ripple, especially the guest closet. We contact Arturo and had him come look at. He assured us the installation was good. Arturo advised us to contact the flooring manufacture with our concerns and we did. They assured us that our issues were not caused by manufacture defects, but due to moisture.
As time went on, the flooring issues got worse and we continued to inform Arturo of our situation. On June 9, 2017, Arturo informed us by text message that his contract only covers installation defects and a report from a licensed flooring inspection stating improper installation would be needed to resolved our situation. We complied and sent the inspection report via certified mail to Arturo on July 27, 2017. It was received on July 31, 2017. We have tried to contact Arturo several times to reasonably handle this situation. Arturo refuses to return our phone calls.
On page 3 of the report, it concludes:
"There are no manufacturing defects. All concerns are either site or installation related. While excessive moisture may have been present at the time of installation, the installer failed to take and record his moisture readings and present a copy of his findings to the owner. He also failed to follow this manufacturer's installation instructions as detailed above."
On page 3 of the flooring contract, it states:
"The lifetime warranty only applied to defects inherent to the installation of material supplied."
Based on the results of the flooring inspection and the lifetime installation warranty stated in the contract, we are requesting $7,537.49 refunded to us, which breaks down as follows: - Flooring Materials = $4,437.49 - Flooring Installation = $2,700 - Flooring Inspection = $400
Good afternoon,
We would first like to thank the Revdex.com for reaching out to us to try and resolve this matter. While we understand that having these issues can be frustrating, constant legal threats to our company are not taken lightly. We were advised to stop communication via text and telephone after receiving multiple threats of legal action as well as ruining of our hard earned reputation if payment was not immediately rendered to complainant.
To begin, the wood was picked up and delivered on February 7th, 2016 and set in the middle of the large living room to acclimate. Services did not begin on February 11th, 2016 because the living room, kitchen, and other areas were being worked on by other contractors and items were not moved out of the small family room/kitchen areas (ie., tables, tv, couch, and other small items). We did not begin the installation of the bamboo until February 12th, 2016 - documented in the attached dated photos. This allowed the flooring to acclimate approximately 5 days prior to installation which is sufficient according to the manufacturer's installation guidelines. A moisture barrier underlayment (Eco Ultra Quiet Premium Acoustical Underlayment) was installed prior to installing the wood. This moisture emissions barrier/underlayment provides 4 pounds per 1000 square feet of moisture control. The inspection also states that they used a water/vinegar/mop combo to clean the bamboo which is not recommended by the manufacturer as it can cause excessive moisture in the bamboo - information from manufacturer attached + highlighted for verification. In addition, there are most definitely expansion gaps around the perimeter of each room as the baseboard was installed (not by our team) over the expansion gaps because they wanted a more clean cut look. It appears, according to the inspection, that quarter round was later installed (again, not by our team). An expansion gap of a minimum 1/4" was used - we know this because spacers were used during the installation, which is a common installation practice for our company as well as any flooring installation company. We also left areas around the fire place and kitchen open where tile and other home building materials (cabinets, appliances, etc.,) were to be placed. If expansion gaps were not left around the fireplace and cabinetry areas when those materials were installed, this would greatly affect the performance of the wood for expansion purposes. Again, these services were not provided by Woodruff Designing and Remodeling, LLC (formerly Timberwood Construction, LLC). The installation was completed on February 13th, 2016 at approximately 1:30 PM. We know this because we began another customer's flooring installation on February 14th, 2016, and again, was documented with dated photos.
What Mr. also fails to mention is that our warranty excludes water damage of any kind - which the inspection clearly states is the cause of all site related issues. When contacted in March 2016, we also went out to repair and replace boards in the hallway and guest bedroom at the request of Mr. and at the discretion of our installer, we didn't just "take a look at it" as mentioned in the complaint. When we arrived to repair the floor, not only was the HVAC turned off (which we told them numerous times not to do as it will result in floor buckling since they live near the ocean and have an in ground pool), but the doors to the backyard/pool area were open to allow their dogs in and out as they pleased. We explained again to Mr. and his wife***, that this would result in higher moisture levels of the newly installed floor. Additionally, we were not the only ones that advised Mr. to receive a certified flooring inspection, as he told Arturo that when he contacted Floor and Decor (the manufacturer of the wood), they advised him to do so as well.
In addition, the contract in which Mr. signed and agreed to all terms of the contract also states that "Under no circumstances will Timberwood Construction, LLC be responsible for any loss of time, inconvenience, expenses, costs or other consequential damages caused by or resulting directly or indirectly from a problem about which a claim was made." While a resolution to the complainant's flooring issues are desired by said complainant, Woodruff Designing and Remodeling, LLC feels that we have done everything necessary to comply with our agreement and issued warranty.
(The consumer indicated he/she DID NOT accept the response from the business.)
With regards to W's response to our initial complaint filed with the Revdex.com, our position is as follows:
Woodruff's claim of "constant legal threats" is an exaggeration. After several attempts to directly and amicably resolve our flooring situation with no response from Woodruff, we were left with no other recourse than to seek legal counsel. While Woodruff is concerned about their "hard earned reputation", we are equally protective of our hard-earned income, which is why our loss of almost $8,000 is not taken lightly.
There are several statements regarding the timeline of the installation as well as steps taken during installation that are false. In addition to those outlined in the inspection report, we have further documentation to support the fact that Woodruff did not follow several installation guidelines outlined by the manufacturer.
Woodruff's implication that our floor damage is a result of improper cleaning is a direct contradiction of the inspection report and has no basis. In addition, their statement refers to irrelevant resources.
Woodruff stated that their "warranty excludes water damage of any kind - which the inspection clearly states is the cause of all site related issues." This statement is a misrepresentation of the conclusion of the inspection report. Woodruff failed to follow manufacturer installation guidelines as well industry standards for site preparation prior to installing the bamboo flooring. Had Woodruff adhered to these guidelines and standards, the findings would have revealed that the bamboo flooring we selected should have never been installed and another flooring choice should have been made.
Woodruff's statements regarding the flooring repair, the HVAC, and opened doors in our home are inaccurate.
In summary, several of Woodruff's statements misrepresent and/or directly contradict the inspection report conducted by a Florida licensed inspector. Based on the results of the inspection report, Woodruff has made no reasonable effort to honor their lifetime warranty as stated in their contract.
Since responding to the complaint, we have received yet another communication of legal action from Mr. through his attorney. This letter is dated August 14th, 2017, the same day we received the complaint from the Revdex.com. Attached to this response are a few of the text messages and just one of the letters we have received from Mr. to highlight and further prove that we are not "exaggerating" when it comes to his brash communications.
Woodruff Designing and Remodeling feels as though Mr. has made it more than clear that he does not want to accomplish anything through this complaint, as the attorney letter states that they are already filing suit. We have proved to be civil throughout this process and intend to keep doing so even when Mr. tries to undermine our good character and integrity.
We have nothing further to offer the complainant as we have stated that we have done everything necessary to comply with our agreement and issued warranty.
Respectfully,
Sara O, Representative