Refinishing Hardwood & Installing Cork Flooring
This was a very difficult experience. We trusted J.(owner) to advise us and refinish and install flooring. We had read excellent reviews on Google Reviews and Customer Lobby. Our first impression was good. He came to our home and discussed options with Jay and our designer. He seemed honest and responsive. We agreed to a water based finish and to install the cork flooring in our basement. However when the work started Jay was never to be seen. In the work crew only one person spoke English and he did not seem to have up to date information about what had been agreed upon. I confirmed that the finish would be water based and the foreperson agreed. Then the finish started and it smelled very bad/powerful. We had no experience and thought this was normal. We understood that they would be back later that day to do a second coat. But it did not dry. And they said they would not come back until the next day. The reason they said that the floor was not drying more quickly was because we did not leave our window open (in early September 2012, was 90-100% humidity). Then on the next day when I again inquired about the finish the foreperson said that they had put an oil finish on and that the second coat would have to oil as well. When I called Jay he said that they had made a mistake and if we likely they could re-sand our floor and use water based finish. We decided instead to leave the floors was they were. We then continued with getting our basement flooring installed. We thought the first instance had been an honest mistake. The installer showed up an hour late. And when he did show up he did not know what was to be done (although this had been clearly outlined in emails with J.). He did not have the needed supplies. This made us very nervous. And the installer said he had never worked with Jay before - and it had not been clear what he was expected to do. He also had only limited experience installing cork flooring. We then asked this individual to leave. Jay was very angry with us saying that it was our fault that he had to pay his sub-contractor. Jay was reluctant to reduce our bill. I had to call other contractors to find out what normal rates were for refinishing our floor. It was only after I quoted him three estimates that he agreed to reduce his initial bill. He reduced to the average cost of the estimates I had gathered. During the course of this difficulty Jay stated that we were very poor communicators and that is why we were having this difficulty. In looking into J.'s business - it seems that it is listed under different names and websites. Another name found was "Advantage Floor Care."
- Approximate cost of services:
- $2,500.00
- What could this company do to improve their services?
- Improved communication would be helpful. At times it felt as though Jay was being less than honest. We would recommend complete honesty and a willingness to take responsibility for difficulties encountered.
- Any advice to offer fellow homeowners facing a similar project?
- I would recommend finding another contractor - ensure a written hard copy estimate is given. And ask when the owner/supervisor is going to come to the work site.
- Company Response
It is our stance that the customer is always right. We would certainly like to rectify the situation ....if you could contact us we could try to make it up to you. I am surprised by this but do wish to make things right.