Complaints

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• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/22/23- $2515.00- Sanding/Refinishing Hardwood Floor- The sanding/refinishing did not work as the floor began to show cupping and the the filling compound in the seams is cracking and leaving open gaps in the floor.Owner ******************* was notified of the issues and he stopped by to inspect the floor (he even examined the floor on his knees to get a close look) and then said to not do anything at this time and he was going to contact his representatives and he would get back to me. Time went on and he never responded so I emailed him and he never responded so I called and emailed him again and he never responded. I then texted him and he called and stated that he was not responsible as it was a humidity issue and I requested that he resolve the issue and to email me back with a solution to resolve the issue. He emailed me back stating that he would redo the floor at half cost and I emailed him back stating that is not acceptable and asked for what the type of filling compound was used and for a full refund. He has not responded to that email so it has evolved into a complaint as our floor may now be completely ruined.

  

  Business Response

  Date: 03/11/2024

  When we sand a floor, we do not extend a warranty against future water damage. Above Parr sanded an existing floor for ******************. We did everything by industry standards including a full trowel with Dura Seal hardwood floor filler. We stained it with Dura Seal stain and finished it with ******* water base finish. Upon completion, the floor was inspected by the customer and we received payment. Several months later we were contacted and told there were problems with the floor. My name is ******************* and I have owned Above Parr Hardwood Floors for 37 years.  I went out and inspected the floor and found extensive cupping/warping to the floor.  I asked ******************* when it started and he said it began 1.5 to two months after the sanding.  I was told that he was cleaning the floor with a Shark steamer.  I asked if he had a humidifier on his furnace to help maintain humidity in the dry months.  He said no.  I told him it was advised for hardwood floors.  I don't know exactly what caused his floors to cup but I would guess that they were excessively dry conditions and then they were over steamed with the cleaning tool.  The other option was that they were mopped with too much water or there is a condition called dry cupping. Whatever it was, it has to do with moisture.  It can be too much or too little. When a floor *****, it is moving and this can cause the filler to pop out.  These are all environmental conditions that are in the control of *******************. Sanding does not cause an existing floor to warp especially if it is fine for over 1.5 months. A warranty on sanding is limited to the workmanship of the sanding such as drum and *********************, evenness of the stain and quality finish coats.  We also guarantee adhesion of the finish. This floor was perfect and passed the homeowners inspection.  We went to his house for an inspection and answered all of his phone calls.  Above Parr has been sanding floors for 37 years and has sanded near 3 million square feet using the same filler and finishes for years. Nothing changed with this job.  Something happened that caused this floor to cup and Above Parr is not responsible and doesn't warrant water damage that we didn't cause.  The solution to the problem is that the floor is going to need to be resanded.  This will require labor and around $700 worth of materials and finish.  In an attempt to resolve this problem, I offered a 1/2 price refinishing.  ******************* said no and wanted me to do it for free.  Since I don't see where Above Parr did anything wrong, I declined a free job.  Above Parr wants every customer to be happy but that does not include a warranty against water damage. We do a lot of jobs repairing water damage but we get paid for this work. 

  ******************* President **************************

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21275775
  
  I am rejecting this response because:

  *********************** statement is incorrect.  He did not respond to my emails and phone calls after he inspected the cupping issue.  He stated he would get back to me after speaking to his representative and he never did and ignored the situation for weeks.     

  When he did finally respond he claims that it is an environmental humidity, water damage issue and that was never discussed when the work was done and never came into discussion until he finally responded after several attempts and he is using that as an excuse for the work ruining a perfectly good hardwood floor. 

  The bonding filler did not work and we believe the filler should never had been used. The attached pictures reflect that. His offer to redo the floor at half cost is unacceptable. If that were to occur how do we know the same filler will work.  You would think that a representative from the company who's products he used would be consulted to ensure that a redo will work.   

  The facts are this, his sanding/refinishing did not work and the floor looks to be ruined and he has not provided a solution and on top of that he has ignored the situation with his lack of response.

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/29/2024

  Im sorry that we can't come to an agreement to resolve this situation. I went to his house when he called and inspected the floor and answered all of his calls. I might have missed an email that was in with the volume that I receive.  The floor was filled with Dura Seal filler which is used every day by my company.  The filler was not the problem. If the floor was not cupped by something we did, it would be visible within hours to a day. This floor was fine for weeks to months.  Somehow it got wet and my guess is that it was over steamed with the Shark steam mop.  Floors don't cup without moisture! When the floor cupped, it swelled and moved and then contracted when it dried. This movement is what caused the filler to react. Filler is hard when it is dried and if the boards on each side move, the filler will pop out and crack. The floor is not ruined, it just needs to be kept dry and resanded.  The sanding performed by Above Parr did not cause the floor to warp 6 weeks after we left.  The homeowner put to much moisture on the floor and Above Parr is not responsible for this. We have offered a 1/2 price sanding.  If this is not acceptable then I would propose arbitration.

  *******************

  Above Parr Hardwood Floors

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21275775
  
  I am rejecting this response because:

  The response from ******************* is not correct.  He did stop by the house when I first alerted him of the problem and after he looked at the floor he stated that he would get back to me after he consulted with his representative with a solution/warranty.  He never followed up and ignored the problem.  I persisted with phone calls, emails and texts and he still did not respond until I stated in a text that BBB was the next step.  When he finally called he stated that it was an issue out of his control related to humidity and he was calling his representative for a solution.  He then called back stating his representative felt it was a humidity issue because we do not have a furnace humidifier and implied that the floor was over cleaned by a steam mop which is not the case.  ***** never discussed a humidifier/humidity/climate or a steam mop before, during or after the work was done until i finally was able to get him to respond. ***** and his representative are responsible for the damage to the floor.  In addition, if there was a humidity/climate issue, then why did ******* refinishers do the work during a 3 day rain and hail storm in ******. High humidity during the refinishing process should be considered as what caused the problem because the floor was not thoroughly dried after sanding and applying the stain and filler. I do not think the filler should have been used on this * groove floor because it is not holding and this should be covered under warranty.  More filler continues to come out of the * groove seams daily and the floor is ruined, contrary to what ***** is saying that it just needs to be resanded.  Lastly, how can we be assured resanding will remove the filler that is not holding and correct the problem.

   

   

   

   

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *****************************

  Customer Answer

  Date: 05/26/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

  *****************************