Kourtis Flooring refinished our hardwood floors and while there were slight delays in timing the finished product looked beautiful. Then things turned ugly. Winter set in and the humidity in the house started to drop. Cracks started to show between the hardwood and unstained filler material became exposed. This made the floor look terrible. Santos came to check it out and advised that they would come back to repair the floor after the humidity had been restored. After an expensive humidifier was added to the furnace and humidity had been restored to the house (~45%) I called Santos back. He said he would come to fix the problem in two weeks. Nobody came. I called Danny, and he promised to come and look at the situation. He never showed up. We booked another appointment with Danny. Again, he never showed up. Upon calling Danny a third time he said he was on the phone and would call me right back. He never did. I eventually had another flooring company come and look at repairing the floor. They said they had never seen such a poor job and that the humidity excuse was invalid since after months of having suitable humidity in the house, the cracks between the flooring still exist.
- Approximate cost of services:
- $0.00
- Company Response
Our company refinished the floor at Jeremy's home through a general contractor. We did not install the flooring- it was existing. We have nothing to do with the condition of the existing floor nor the environmental conditions in the house. Months after we finished the work, we were called in to review the flooring that had gapped in the dead of winter. We noticed gapping between the boards in some areas (due to lack of moisture in the environment) and in another area we noticed cupping (from water damage). We went to the basement and noticed that there was NO HUMIDIFIER working in the house- we also noticed that the water damage was caused by a water leak from the fridge- Jeremy failed to mention this to us. The general contractor confirmed that yes, there had been months where there is no humidifier because the existing one broke down and the decision was made not to repair it but to leave it and have a new one installed when the new furnace was purchased. The general contractor also confirmed that there was a water leak on the floor from the fridge. We explained to Jeremy that you can't leave your house with no humidifier- gapping will result from the excessive dryness- gapping that may never correct itself. this gapping condition has nothing to do with us resanding and refinishing Jeremy's floors and the water damage from the water leak from the fridge had noting to do with us refinishing of the floors. Months later again, Jeremy contacted us once a furnace was installed and i offered to come and help with some filler in the gaps- simply out of courtesy, i was not contractually obliged and the gapping condition had nothing to do with our refinishing of the floor. I agree there were a couple postponments/re-scheduled appointments but i was not adverse to sending someone by for a couple hours at no charge to help Jeremy out- i hadn't heard from jeremy for months- had he called again we would have rescheduled- again out of courtesy at my expense for something not my responsibility. The part about another flooring company condemning our work is complete nonesense and Jeremy is free to contact me and put me in touch with the other company. 100%, without a doubt, the gapping of the boards were from the lack of humidifier for what could have been for a better part of a year and the cupping of the boards opposite side of the wall to the fridge is for sure from the water leak in the fridge- as confirmed by the general contractor. please refer to the National Wood Flooring Association- once a floor is severely damaged from poor environmental conditions- be it dryness or excessive moisture- there is no promise once conditions are restored to normal, that the floor will relax and come back to normal- THIS IS A BASIC AND COMMONLY KNOWN FACT about hardwood flooring. Again i will reiterate that there is NOTHING in my refinishing process that could cause gapping of the floor nor the cupping from the water leak. I personally saw the refinishing job and it was top rate work as is every single refinishing job we do- and the general contractor that we did the work for at jeremy's home can attest to that. You don't need to be a professional to know a good floor refinishing when you see it- and if Jeremy didn't- well the General Contractor did and if our work wasn't top quality work- we would not have been thanked for a great job and paid in full. the only thing i'm guilty of is forgetting about our appt - we spoke on the phone while driving about 6 months ago and didn't put into my schedule later. had jeremy called again, i would have sent someone over to try and fill some gaps for him with filler-not my problem to fix- but i would fix none the less. We refinish approx 3 wood floors per week- and each customer is elated. regards, Danny Kourtis, Owner.
