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Business Profile

Floor Materials

Bona US

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Floor Materials.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    i bought this ********************************************************************************************* for bona's company and it did not pick up debris and hair and i posted picture proof. i contacted bona support via their online form but never got a reply and i also tried their social medias.

    Customer Answer

    Date: 10/25/2024

    hello bona has fixed the issue with me by sending me new products.

  • Initial Complaint

    Date:05/19/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Today, May 19, 2024 I used the Bona Antibacterial Surface Cleaner on my brand new Thermador range stove top, and as directed I sprayed the product on the surface to clean the grease from cooking last night. To my dismay, the product "stained" the surface of my brand new range top as the "spray" marks are now permanent stains/marks on the stove top. The range is less than a month old.

    Business Response

    Date: 06/03/2024

    Hello BBB,

    It's unfortunate that ************** has had a negative experience in trying to clean her Thermador range top with some Bona Anti-Bacterial Cleaner. However, it appears that she did not follow the recommended cleaning instructions from Thermador for her new range, which instructs owners to only use mild soapy water and a soft cloth on their Black Steel and or easy clean steel surfaces. In fact, they don't even recommend the use of their own Thermador Degreaser to be used on these two types of surfaces.

    We have offered ************** a $150 allowance to help with the cleaning and or reparation of the range top surface, but cannot accept responsibility for any alleged damage caused by using a Bona cleaning product when the instructions provided expressly by the range manufacturer were not followed, resulting in the alleged damage.

    Kind regards,

    *********************** - Director of Claims Mitigation

    Bona US

    Customer Answer

    Date: 06/03/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:12/07/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Purchase bona cleaner. Cleaner very bad quality. Bottle came cracked and is defective. Bad packaging and product. Want refund check and reimbursement check for purchase price of $4.49. Thank you.

    Business Response

    Date: 12/11/2023

    Hi BBB,

    Since the product was ordered from Amazon and appears that it may have been damaged during shipment and or delivery (thus the plastic bag enclosure), we would suggest that **************** simply contact Amazon through their website, via his original order, to report the damage and request a full refund. In situations like this, Amazon will typically refund the price (and sales tax) associated with the damaged product, no questions asked and no need to return the product, etc.

    Regards,

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

    Director of Claims Mitigation

    Bona US

  • Initial Complaint

    Date:04/10/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I have a mop with the ************** for cleaning my floors. The mop isnt cover all the way with Velcro to adhere the pad to the bottom. Both corners display white rubber and nothing for the pad to stick to. The pad fold up or under on those corners when trying to clean the floors.

    Business Response

    Date: 05/03/2023

    Hello BBB,

    Our Bona Mops have always come with the same coverage of Velcro-type strips to secure the Cleaning Pads onto the base; and it's not necessary to have additional coverage. If the consumer is having issues in using her Mop, then please have her give our **************** team a call at **************; or she can find additional tips, tricks and information on Bona product usage on our website at *************************************************************************************

    Regards,

    *********************;

    Director of Claims Mitigation - Bona US

  • Initial Complaint

    Date:04/03/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    we use bona red out on my red oak floor and it made wood grain flaker all over the floor so I had to pay 2 wood floor guys to come in and remove board. just to seal and see more of them come out! the product bona red out should be off the market! it pushes to much water and bleach in the wood so it will break apart!

    Business Response

    Date: 05/03/2023

    Dear BBB,

    The flaking that occurred on the customer's floor from the application of Bona Red Out would have happened with a straight up water-pop and stain application as well; or can even occur with an application of waterborne Sealers and Finishes - often referred to as grain "shake" in the industry. These loose grain areas are caused by damage to the tree while it was growing and or perhaps to some issues during the kiln-drying process and are not uncommon in red oak. They can also be easily remedied and repaired by a ********************* craftsman, prior to any further application of stain, sealer, or finish. The floor did not have to be resanded and or have boards ripped out to fix them. If that occurred, then the customer did not employ professional, experienced hardwood floor craftsman.

    Regards,

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

    Director of Claims Mitigation - Bona US

    Customer Answer

    Date: 05/11/2023

    we had two certified installer use the product with the same result. this issue has not been resolved and we expect them to take care of this.

  • Initial Complaint

    Date:11/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In August I purchased Bona floor cleaner for machines. The company states you can use it with ****** machines but you cannot. The formula produces so much foam it is impossible to use. The company needs to give a refund and begin the process of marketing their product to state that it DOES NOT work with ****** machines. It is false advertising and bad business. The customer is stuck with a product they cannot use. I have attached reviews left by other customers that have had the same problem including proof. Foam when it cleans and all the foam in the dirty water tank. When I had to buy MORE formula I of course bought the ****** brand and it worked perfectly again. This is not an issue with my machine and they have tried to state.

    Business Response

    Date: 12/09/2022

    Hello BBB,

    We have been in communication with the complaintant since Nov. 13, with some back and forth emails thru Nov. 17th. The consumer did not want to communicate by phone which made resolving her complaint more untimely.

    ************ has accepted to have the unsatisfactory product replaced with another Bona floor care product. She did not want to send back the product in question, for our inspection, but only said that she'd be happy to pour out the rest of the product and send us back an empty bottle (which would not help in our evaluation of the product in hand); nor did she want a replacement with the same product in question which is understandable.

    As soon as she send us her address, we'll be happy to send the replacement botte of Bona Hardwood Floor Cleaner.

    Regards,

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

    Director of Global eLearning and Claims Mitigation

    Bona

Bona US is NOT a BBB Accredited Business.

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