Complaints

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• Initial Complaint

  Date:07/13/2023

  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.

  I will start with the project was done through my boyfriends name *****************************. We got our floors refinished before we moved in. I believe the project was supposed to take one week maybe ten days. We can to check the floors when they were finished and there were sander marks all over the floors, an uneven finish and globs of the finishing coat in multiple areas of the floor. (Living room, hallway and three bedrooms were done) They offered to refinish them with a different crew. This time around and after paying rent to the home we had to stay in and mortgage on the home getting finished, totalling almost $2300 for the month, there were sander marks, uneven stain and finish, dust covered the entire house including rooms that werent being done, nails in the basement, stain on doors and walls the list could go on. After a third time they which was another months rent and mortgage we still are unhappy with the floors turnout, months later we are finding dust in vents, dust and shavings in the entire house and on ceiling fans and we have been unable to get all of the dust out of our home. The top coat isnt finished (ends about 1-2 inches away from every wall) At the time we had a 2 yr old, five yr old and I was pregnant with our now 3 month old. The whole process was unsatisfactory and a hazard to all of our health and well-being. Especially considering there was supposed to be no dust and now its impossible to get out of our home.We emailed them with pictures multiple times to support the claims above. In the end they were rude and unwilling to really help us or give us something in return to cover the damages done.

  

  Business Response

  Date: 07/13/2023

  Thank you for bringing this to my attention. I do remember this project from back in September of last year as I was personally involved in the resolution.  Based on both my recollection of the project and after reviewing our internal notes with time stamps; My understanding was that in the end, they were satisfied with how the floors turned out. I spoke only with her boyfriend ***************************** though out the process.

  I am very proud of the reputation that we have worked so hard to earn with our customers which is reflected in our ****** ratings, angies list, ********* home advisor as well as BBB online. However, we did unfortunately have many issues along the way on this particular project that I felt very sorry for the customer to have to deal with, especially being pregnant and trying to move into a new home. I felt it was extremely important to make sure that we did whatever it took to give them a satisfactory floor no matter what it cost me in labor and materials.  I also agreed to discount there job by $850 to help with the headaches we put on the customer. At the time ******* appreciated this and seemed satisfied as far as I could tell. I haven't heard any things else regarding this project until now. 

  Based on the new knowledge that they are unhappy and still finding dust in the house, I would like to offer to pay for a deep cleaning service of the home. The last thing I want is to leave a customer with a bad taste in their mouth regarding my company. I hope the offer of the deep cleaning will make them feel a little better about the situation. 

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