Hello,

Please allow us to explain the situation,

We initially looked over the job a few weeks ago and there were a few preparation issues that we advised the client prior to scheduling.

We arrived on time, and were getting ready to do the job, upon further inspection we noticed that the preparation issues were not done by the customer. If we proceeded, we would of possibly damaged our equipment and would put us behind time and behind schedule. This is simply not acceptable to our other clients.

He also told us to “go rent a sanding machine and run over all the staples in the flooring”. We are a professional flooring company, and this is not quality work.

We have many happy customers. The client also asked us to reschedule but we simply don’t have the time to allow for that. We are not confident if the issues weren’t rectified the first time after explaining and physically pointing out the issues, that they would be rectified.

We held up our end of the scope of work, and he certainly did not.

We wish him all the best.

Hello,

First of all I am sorry that you are dissatisfied with the outcome of the job.
Since this is from a ways ago, and we do over 150 refinishes a year, I do not know exactly what we’re referring to specifically here.

We have been doing refinishing for over 25 years. Most of our work is referrals through satisfied clients, and we are always happy to provide previous pictures of our jobs and references upon request at anytime.

Unfortunately, the only time you hear from someone is if there were/are issues with the existing floor, and usually in that case we keep the client informed at every step to let them know what they should expect when the job is complete.

We have also upgraded all of our sanding equipment recently and are using the newest technology to battle these common issues in regards to older floor installations.

Our main focus is to keep all of our clients satisfied, and if there were issues they should of been addressed before the job was completed, and there either would of been a rectification, or an explanation of the issues that were encountered.

We are sorry that you are not satisfied. We also have pictures of the job in question. It looks stellar. We would be happy to provide them and countless others upon request. The issue here is that the client was inspecting upon direct lighting and constant angles. Under the National Wood Flooring Association guidelines, direct sunlight is not considered acceptable to judge work on a refinished floor. The floor in question was pre-finished wood, which is harder to not leave imperfections. Rick and Adam inspected it several times. This client also cursed at us. Again, please feel free to check out our work on our Facebook pages and ask us for references. We are more than happy to provide many satisfied customers.

Hello.

We have just been notified of this review. Let me provide our side of the story.

At first Adam came in to do the refinishing work. He has over 10 years experience in sanding and refinishing floors. Adam explained to the client that there WILL be dust automatically since we are refinishing stairs. We use another hand machine with orbital sanders. Unfortunately, you are unable to catch all of the dust from those machines. He also explained to the client that there will be some paint touch ups on the stairs since we have to get close to the risers to refinish them properly. Also, we touched about the spindles going into the stairs (since they were not removed, it would have to be done by hand) that there may be some imperfections in that case.

The client was understanding at the beginning of the job, and accepted.

As we were refinishing the downstairs floors (parquet), to be stained, we noticed that there was some bouncing from the subfloor underneath. We tried to remedy the situation, and completed the floor anyways knowing the client may not be happy. Rick was informed and he inspected the job before completion.

We then took all of our sanding equipment to a professional sanding mechanic, to get everything inspected and found that everything was in proper working order. We have the receipts to prove this, and explained that to the customer.

We tried to rectify the situation by explaining all of this to the client, and he didn't want anything to do with it. He did not even listen to our arguments. We offered to refinish the downstairs floor again and he refused. He didn't even want to pay us for the labour time required to refinish that section of the floor. We also had to get a painter in to rectify the touchups on the stairs which we already notified the client that was going to happen, in order to get some of the payment owed to us

We have many satisfied customers willing to refer us to their friends and family. Unfortunately, this is a client which you just simply cannot satisfy. If you need further references, please feel free to ask, we’re more than willing to provide many happy customers.