Complaints

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.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Hired Mr ******************** to refinish hall and kitchen. Please see detailed statement attached. For brevity I have not attached all photos. Please see my review of Mr. Sandless ************ on ******** It is the most recent. I can also send them to you.We were told we could not walk in kitchen for 2 hours after the job was done, so we only saw the front hall. We noticed spots in hallway that were subpar. After some discussion with manager,*****, our two options were to allow the tech to strip everying off my floor (leaving it far worse than it started) or accept a discount becuase of problem areas. I accepted the latter, paid, and we all left so the floors could "cure". Nothing in contract states discount negates liability. When I could safely walk in kitchen I saw numerous problems and sent the to manager, who accused me of trying to get work for free. She told me to call corporate if I wasn't happy. I filed a complaint with MrSandless corporate, which was sent back to the local franchise, who dismissed it. They say since I paid them, case closed. The floor was handsanded to a very rough finish in several spots (I was told in text they wouldn't sand) so the floor will need to be completely sanded and refinished.Even if willing, I cant trust them to try to fix this. I will need to hire someone to correct this job. Estimate is $3800. Since I had to pay MrSandless before I could safely inspect the entire job, there should be a resolution process for problems I find upon inspection. I am asking for a refund .This does not make me whole as I have to repair all the damage done and work to remove stain from my appliances and new sink and counters. As a result it will cost me several thousand dollars to repair their work. Hiring Mr. Sandless will end up costing me several thousand more than I paid them. I am not even asking for them to pay for all of that, just refund my $. If I do have to take legal action then I will also ask for the cost to repair their damage.

  Customer Answer

  Date: 05/22/2024

  Hello, 

  Thank you for attempting to resolve this. It turns out that the person who ruined my floors is actually the franchise owner, so all my complaints to the corporate resolution process went straight back to person who I was complaining about. 

  They told me in text and email that it was my fault for paying them and I shouldn't have paid. As I mentioned earlier, we weren't allowed to walk on the floors for  2 hours so we couldn't have seen all the horrible damage.  

  I even contacted the *** on LinkedIn as I am certain no one would want to be associated with this work,but he did not answer either.

  It will cost me $3800 to repair- more than 3x what I paid them. I also need to buy supplies and try to remove the stain he got in my new kitchen sink, on my refrigerator, my closets, my vanity, my stove.  I am filing with small claims court for a refund. 

  I think it is important for consumers to know about this to help them make informed decisions, 

   

  Business Response

  Date: 05/23/2024

  Sorry for the delay - my original email said I have 30 days to respond and when I went in today to respond, it said it had been closed out. I tried to add this through the portal but it wouldnt let me submit it.

   

   I have been dealing with this customer on other platforms also. She contacted our corporate office and the following is the response she received. We have her signed contract and it states all sales are final. She negotiated a cheaper price because she claimed she was unhappy with some of the service and she paid the contract. Then after we left she immediately went to ****** to complain about our business to apparently get the job done for free. I am attaching before and after pictures showing the terrible state her floors were in prior to service. Her complaint about the stain on the sink and the rough spots (which were already rough prior to service because they were destroyed with black dirt embedded and loss of finish) could have been rectified by us with a household cleaner to remove the stain and another coat of finish over the areas that were still appearing rough. This was not offered to her because she attacked our business on ****** and was dishonest about looking at the floor prior to us leaving along with receiving a discount on the work. She was able to see the floors from multiple angles, even opened the basement door and asked the tech to do additional touchups in which he did. She knew that our service was not a full sanding and was looking for an affordable option to refresh her floors in order to sell it. When she claims it would be $3800 to "repair" our work, she is just quoting what it would cost her to sand it. We are always a lot more affordable than sanding. The attached before and after pictures clearly show the major improvement in her floors. She paid $1299 for a job that should have cost her $1749 with our Mr. Sandless method because we refinished her bathroom for free and gave her an additional $200 discount to try and satisfy her. Unfortunately it is impossible to make everyone happy even though that is what we strive for.
  
  From Corporate:

  
  Hello ************,
  We have investigated this issue.  There is nothing we can do to help you because you negotiated, received and paid a discounted price for the work completed.  This closes out this job and you admit that you paid less "after a price adjustment".  There were many ways this could have gone but your choice was to accept a discount and once you do, this closes out the work performed.  
  
  
  Mr. Sandless Customer Service
  www.MrSandless.com
  **************