We are sorry we were unable to meet your expectations. We must bring light to the fact that your review is factually incorrect and contains many false or misleading statements. For example, "You are told you can pick your color and varnish finish on site but in fact are told on site what they will do". This is a false statement. We would never stain a floor any colour other than what the customer has asked for and agreed to. We did stain samples on your floor which you approved.
One of the ways we ensure complete customer satisfaction is by not receiving any payment until the work is completed to the satisfaction of our valued customer. Our company prides itself on providing the highest quality of flooring to all of our customers and so we specifically use the National Hardwood Flooring Association standards and guidelines to ensure our customers are guaranteed to have the best final product possible. Before we left your property the floor was fully dried and you were able to inspect every square inch. Upon completion of your floor you got on your hands and knees and purposefully looked for minor imperfections in the floor, and all the minor issues you brought to our attention were corrected (even though they were considered acceptable flaws according to the NWFA guidelines we adhere to). You paid us in full stating you were "very happy" and the job was "excellent".
That was why we were surprised when you emailed us back a week later telling us you were completely unhappy. You wanted us to come out again to fix other minor imperfections that you had since found (again, considered expected and acceptable by industry standards). Even though it is not our policy to return to fix minor, industry accepted flaws, we offered to come out to take care of them because we're a customer focused business. Instead of accepting our goodwill gesture to return to correct the minor flaws you found, you continued in communicating with abusive language personally attacking myself and my staff. Because we do not tolerate the mistreatment of our staff we retracted our goodwill gesture to return and will now only return when you can provide us with a certificate from a flooring inspector stating a problem with the floor as per standard industry practice. We have even offered in writing to pay for the flooring inspector if there is an issue we need to address, and you have chosen to decline this offer.
Again, we are sorry that we were unable to meet your expectations but must make it clear that we have done everything in our power to provide you with the best of our abilities. The offer still stands that we will pay for the inspection and correct any faults that can be certified by an official flooring inspector.
Please refer back to our email communications for the details that we sent you on how to contact a certified flooring inspector.
Bull Tough Flooring Ltd
(403) 975 2579