Mr. Sandless

We had high expectations for this company, only to find out how terrible it would get. My wife was yelled at by one of the employees and got in her face (joe) in which the other employee had to pull him away (joel). I never in a thought that I would have to worry about the safety of my family when contracting a company to refinish my floors. When I called and confronted the owner about the issue, she was unwilling to take ownership in backing her employee instead of doing anything about it. I WOULD NOT RECOMMEND THIS SERVICE IF YOU WANT TO KEEP YOUR FAMILY SAFE! I HAVE VIDEO

We contracted with Mr. Sandless of Colorado Springs and were told that they could refinish our wood floors back to new. Only problem is they didn't tell us that the floors would be unusable for walking or furniture or dogs if we wanted to keep the clean shine look after it was finished. Really? The kitchen was one of the rooms done and of course we moved the refrigerator so they could do the area where it sat and when I went to roll it back into place (48hrs) after completion - their finish came up where the frig rolled. Their escape clause - it's stated on the invoice that you receive after final payment that you must pick all furniture and move it to where you want it and place it gently down and don't ever move it again. DON'T DO IT - not worth the money!

I called to get some info about their service. Told the person on the phone floors were 20 years old with ware and tear, also some sun damage. That we also had hardwoods installed and could they match the new floors. I was told they could if they were the original color and that we did not change colors. I told him we had the same kind of hardwoods installed and he said they could match. If your floors are not fairly new DO NOT use this service. All they did was buff and put a sealer on the floor all the damage still shows and they did not match the color. On their web page they show fixing water damage bunch of lies. I wasted over $800.

I contracted with MrSandless to recoat my Hartco engineered prefinished floor that had been scuff marked by a defective vacuum cleaner brush-head assembly This is my opinion of their process and work performed If your floor is in relatively good condition, ieno deep scratches caused by animal paws or children playing or underlying defects, the floor finish they apply will be acceptable However, if you are expecting the floor to return its original finish, that will not happen The floor will only look as good as the underlying surface because these "defects" will remain visible along with "swirl" marks that are created by the screening process "Sandless" I came to understand, means that the top coat is roughened up just enough to apply a sealer that binds the original finish to the new polyurethane top coat My evaluation is this: relatively low cost, quick (one day, actually hrs) low odorThat was the good part The not so good: (1) left some globs of top coat on the finished floor that I had to sand out and apply my own finish to rectify their defect(2) the workman were not as diligent as they should have been in vacuuming prior to top coat application, rushing through this part of the job and the end result was quite a bit of sanding debris in the final top coat (3) the promise to show the types of top coat available, ie satin, semi-gloss/gloss, didn't happen prior to application and the resulting finish of semi-gloss is way, way to shiny and too late to do anything about itMy fault on this oversight (4) top coat ended up on my carpet at the bottom of a staircase and I had to remove it a day later, not so easy I got what I contracted for: "lower" cost than competitors, quick, low odor, walkable within an hour or so but I'm not thrilled with the finished product In hindsight, I should have spent more time and money, taken the extra day to sand more of the previously applied top coat off before having a finish applied And I should add, there is dust, even after I pretty much sealed off the rest of my house with plastic sheeting placed over all entry ways and essential furniture Their vacuuming attachment doesn't work so wellI had higher expectations My final advice: spend the extra time and money, have your flooring sanded if possibleIt is what it is I would only recommend with a cautionary account of my own experience

MrSandless® performed service for [redacted] under very difficult circumstancesThe home is filled with many animals including ferrets and dogs and there is dirt, debris, feces, bugs and hair covering the work areaOur staff tried their absolute best to perform our legendary service and we believe under the circumstances that was the best anyone could achieveAs always with MrSandless, we allow our customers to agree to the service prior to us beginning the work, and to walk the area and sign off their satisfaction at the conclusion of the serviceOur published service guarantee states that “you will have an opportunity to examine your floors.” [redacted] had that opportunityShe then agreed that she was satisfied by signing the invoice which acknowledges she was satisfied and she made payment in fullThe invoice is attached here [redacted] called back the next day, saying there was a ball of hair in one small part of the finishAgain, due to the condition of the work area, it was impossible not to get hair as it was all over everythingWhile the floor was pristine during our process, it is very easy for hair to get into the wet sealer or finish since it was literally all over the rooms serviced None of my staff would return to her homeThey all felt sick after being there that long, and they all told me that they were confident the bugs in the home were bed bugs, and they feared bringing them back into the office, into our trucks, and back into their homes on their clothing [redacted] ’s statement that we refused to come back is not true at allI sent my manager Matt to do the simple repair and he did make the repairHe also confirmed the condition of the premises and that he too believed the house is filled with bed bugsNot twenty minutes after he completed the repair, Matt received a call from [redacted] , saying she had other issues from furniture she had moved We cannot risk the health and safety of our staff returning to the home in the condition it isSo we offered [redacted] a $refund to close out the job and cover any issue she may have had, and [redacted] AGREED to thatWe immediately issued a credit of $400, which is also attached A few days later, the check [redacted] paid with was returned unpaid as wellTherefore, [redacted] has breached our Agreement MrSandless would very much like to both respond to [redacted] ’s supposed issues, as well as to be paid in full for the great work we did thereHowever, it has to be done under the conditions that the work area is reasonably safe and healthy [redacted] needs to engage both a professional cleaning service to sanitize her residence, and an exterminator to eliminate the bugs, then MrSandless will schedule a revisit to the residence and be able to perform any needed repair in a safe and clean environmentWe respectfully request to see paid invoices for the above services before we schedule any visit since [redacted] has already not honored her word

Revdex.com:
At this time, I have not been contacted by *** *** regarding complaint ID ***
Please advise me on how to proceed
Sincerely,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]first of all everything he said is so untrue I was told from him on the phone that it dries in minutes and can be put back but when the man first finished I noticed it was not done correctly and I had him redo it, then when he re didi it it went from my living room straight to the bedroom a complete straight run and when it was finished there was no way I could have gone on it cause I would of had to stand at my bedroom entrance to see and I was not albe to do so cause the man told me there is no way for me to see it cause they could not stand around the extra minutes and had to leave they also told me that I could not walk on it for hours I said what I was told from the *** minutes and the man said the least 3hours if I had to and that I needed to wear booties and no shoes or slippers and I could not put my furniture back and meanwhile my dinning room set remained outside on my deck cause they said it would make a mark on the floor this man *** *** is a liar his add read if not % happy money back I also called him asap when I got back and took a picture and showed him the problem and explained I could not have gone on it to reinspect and told him his workers were very aware of it then he promised to come back and lied I had to call him a and he had every excuse then when the man came back they saw the problem that they had extra dried application on the bottom of the brush that they use to apply the serum and it got stuck in on my floors and that is what I was told from the *** is what happened when he saw the picture and then when the men came back they made it worse u can see the peel when they peel the chemical and sanded my floor and they also told me that *** is a scam *** and he never told them that there was a problem *** sits on the phone and scam every person *** told me my floors would shine the worker told me that I would have a better or the same shine and I have no shine they destroyed my floors and this man should not be in business to rob customers and lie to them I went carefully over the work before it got started the men came her and were un decided what to do cause they said my floors were in such great shape they stood a good minutes to decide what to do then went from deep cleaning to the minute dry pr they wanted to maybe sand but they realized how good my home was and they knew I did not want a mess I had just had my walls and house redone and my floor s were in excellent shape I had them looking like a mirror I just had a scratch that needed to be done and I explained to *** exacty what I was looking for and he told me this is what he would do if you look at his web site you will see how he shows u before and after mean while his before are exactly the way they come out you don't get a shine *** is scam artist and should not be able to conduct businessso I would appreciate all the help I can get I take pride in my home and as for the signing that is not my signature on the bottom I never signed anything when they left they signed it them sleeves they wanted me to pay cash so they can beat the state tax department he called me and said pay cash and I would not have to pay tax so he doesn't have to pay the its this is what he asked me to do
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***:
I just spoke with my manager who said that you were present when you agreed to take the refundYou handed the phone to your daughterWe can go back and forth with this type of thing foreverBut doesn't it make sense to agree to what we are asking and get this done? Please contract with a professional cleaning serviceGive them our office number so they can confirm their appointment with you and so we can put you on the schedule for serviceOnce they have completed the cleaning, they can call our office and we will send a crew down to youThis is that simple
In you first post here at the Revdex.com, you said “They refused to come back to do repairs”Now in this post, you say that Matt came by to fix the tiny issue “the next day.” In your first post, you said the guys said your house “smelled like a zoo” and now in this post, you say the guys said “they had seen worse.” In this post, you mention the bunk beds, but the truth is, you told the guys to “go around them.” I understand you have an issue but you have to be honestYou also have to understand that we have an issue tooYou know your house has a problem because otherwise there would be no reason for you to have to “sweep and mop every single room in the house.” We want to come back and address the one last issue you have as well as we would like to be paid in full for the job we did for youPlease contract with a professional cleaner, have them contact us so that we can get you on the scheduleThank you

Revdex.com:At this time, I have not been contacted by *** *** regarding complaint ID ***.Sincerely,*** ***

BEWARE. I scheduled an appointment with Dave, the new owner of the company, to come out to give me an estimate of the cost of doing the floors for my guest room. There was a confusion about the appointment time as several times were discussed. As it happens I thought the appointment was on Sept 7th and had that date written in my book. Dave had August 31st in his book. I don't know on which end the error occurred. When he arrived at the house, I was not home. I received an angry toned message from him, which is understandable. When I received the message I called him immediately back and tried to discuss the mix up with him. He was very rude on the phone. I was asking him for the phone number to call to reschedule and he hung up on me. I called his office manager when I returned home and the manager told me that Dave told him that he would not do my floors, he was told not to allow me to reschedule. I asked him for Dave's last name and the manager refused to give it to me. This man appears to have an anger management problem. It is a very poor way to run a company. I would not hire him if you paid me. I am a very easy going nice person and have never had an issue with anyone who has worked on my house. Don't hire him...if there any issue comes up you will probably be treated rudely and in an angry manner.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Mr. Sandless® performed service for [redacted] under very difficult circumstances. The home is filled with many animals including ferrets and dogs and there is dirt, debris, feces, bugs and hair covering the work area. Our staff tried their absolute best to perform our legendary service and we...

believe under the circumstances that was the best anyone could achieve. As always with Mr. Sandless, we allow our customers to agree to the service prior to us beginning the work, and to walk the area and sign off their satisfaction at the conclusion of the service. Our published service guarantee states that “you will have an opportunity to examine your floors.” [redacted] had that opportunity. She then agreed that she was satisfied by signing the invoice which acknowledges she was satisfied and she made payment in full. The invoice is attached here.
[redacted] called back the next day, saying there was a ball of hair in one small part of the finish. Again, due to the condition of the work area, it was impossible not to get hair as it was all over everything. While the floor was pristine during our process, it is very easy for hair to get into the wet sealer or finish since it was literally all over the rooms serviced.
None of my staff would return to her home. They all felt sick after being there that long, and they all told me that they were confident the bugs in the home were bed bugs, and they feared bringing them back into the office, into our trucks, and back into their homes on their clothing.
[redacted]’s statement that we refused to come back is not true at all. I sent my manager Matt to do the simple repair and he did make the repair. He also confirmed the condition of the premises and that he too believed the house is filled with bed bugs. Not twenty minutes after he completed the repair, Matt received a call from [redacted], saying she had other issues from furniture she had moved.
We cannot risk the health and safety of our staff returning to the home in the condition it is. So we offered [redacted] a $400 refund to close out the job and cover any issue she may have had, and [redacted] AGREED to that. We immediately issued a credit of $400, which is also attached.

A few days later, the check [redacted] paid with was returned unpaid as well. Therefore, [redacted] has breached our Agreement.

Mr. Sandless would very much like to both respond to [redacted]’s supposed issues, as well as to be paid in full for the great work we did there. However, it has to be done under the conditions that the work area is reasonably safe and healthy. [redacted] needs to engage both a professional cleaning service to sanitize her residence, and an exterminator to eliminate the bugs, then Mr. Sandless will schedule a revisit to the residence and be able to perform any needed repair in a safe and clean environment. We respectfully request to see paid invoices for the above services before we schedule any visit since [redacted] has already not honored her word.

I contracted with Mr. Sandless to recoat my Hartco engineered prefinished floor that had been scuff marked by a defective vacuum cleaner brush-head assembly. This is my opinion of their process and work performed. If your floor is in relatively good condition, ie. no deep scratches caused by animal paws or children playing or underlying defects, the floor finish they apply will be acceptable. However, if you are expecting the floor to return its original finish, that will not happen. The floor will only look as good as the underlying surface because these "defects" will remain visible along with "swirl" marks that are created by the screening process. "Sandless" I came to understand, means that the top coat is roughened up just enough to apply a sealer that binds the original finish to the new polyurethane top coat. My evaluation is this: relatively low cost, quick (one day, actually 5 hrs) low odor. That was the good part. The not so good: (1) left some globs of top coat on the finished floor that I had to sand out and apply my own finish to rectify their defect. (2) the workman were not as diligent as they should have been in vacuuming prior to top coat application, rushing through this part of the job and the end result was quite a bit of sanding debris in the final top coat. (3) the promise to show the types of top coat available, ie satin, semi-gloss/gloss, didn't happen prior to application and the resulting finish of semi-gloss is way, way to shiny and too late to do anything about it. My fault on this oversight. (4) top coat ended up on my carpet at the bottom of a staircase and I had to remove it a day later, not so easy. I got what I contracted for: "lower" cost than competitors, quick, low odor, walkable within an hour or so but I'm not thrilled with the finished product. In hindsight, I should have spent more time and money, taken the extra day to sand more of the previously applied top coat off before having a finish applied. And I should add, there is dust, even after I pretty much sealed off the rest of my house with plastic sheeting placed over all entry ways and essential furniture. Their vacuuming attachment doesn't work so well. I had higher expectations. My final advice: spend the extra time and money, have your flooring sanded if possible. It is what it is. I would only recommend with a cautionary account of my own experience.

As per  [redacted] service work order #[redacted] The bottom of the document was signed by the customer twice
Helvetica, sans-serif;">The first signature is to start the service . The back of the second attachment in yellow is the conditions that the customer agrees by ([redacted]) . The technicians can not proceed with the service unless read by the customer before the service is initiated     The second signature is signed after the customer physically walks on the floors we just refinished to inspect our work . This customer signed our service work order in front of my technicians that she was satisfied with our service. The customer paid at that point and my technicians left her house.   note: The [redacted] gloss finish dries in 30 minutes per layer so the floors must be inspected and waked on by the customer when the final coat dries. It is a franchise rule that the customer physically walk on the hardwood floors that were just refinished and has been followed ever since our inception in 2006   Thank you [redacted]

Review: Please note that the nature of the complaint has several components: advertising issue/misrepresentation, guarantee/warranty issue, service issue/inferior service & customer service issue/inappropriate behavior by personnel. Several weeks ago, my wife was looking on the internet for a company that could re-finish our hardwood floors. She left my contact information on the [redacted] website ([redacted]) to receive a free estimate. I previously received several estimates from various other places. I received a telephone call from [redacted] ([redacted]) & explained I was looking for my floors to be refinished and explained my expectations at the time. [redacted] had a great pitch of why his product was so beneficial and effective and he did a nice job selling it. I was fully aware that this service would not be the same as your typical floor refinishing which includes sanding and coats of polyurethane, etc. However, I was reassured several times that it would still be a very high quality finish that would be extremely close to the traditional way and that the service was “100% guaranteed or you don’t pay” which is clearly indicated on the company’s website. With this process being non-toxic, only lasting hours instead of days and being healthier for my pregnant wife, it seemed like a no brainer. 8/**/13: Two workers, [redacted] & [redacted], came over to do the job. I was not satisfied with the service from one of the workers named [redacted] who seemed arrogant, brash and difficult to speak with because he was always in a rush. The job seemed to go much quicker than I was told it would be so I don’t think it was done in a thorough manner, like what was initially explained to me on the phone. The things I discussed with [redacted] were not in the worker’s notes so it made things even more difficult to discuss because as it turns out, [redacted], the boss of the company, was on vacation. Upon completion of the job, I was not satisfied because the floors looked liked they received a basic Mop N’Glo cleaning but figured I could talk to [redacted] when he returned from vacation this week. I even tipped the workers $120 for helping me put the furniture back. This is really not the worst of things. On Thursday August **, 2013, I was simply calling the office to see if [redacted] returned from vacation & if he didn’t, I wanted to leave a message for him to call me back upon his return. A female representative answered the phone who I have spoken with several times before regarding the service. I stated that I just wanted to speak to [redacted] about a few things. This is where things escalated unnecessarily. While I am on the phone with her, a number is calling my on the other line. It was [redacted], the worker, who is apparently married to this woman. He went absolutely crazy on me from the word hello. He first said “what the [redacted] is wrong with the floors, tell me what the [redacted] is wrong with the floors?” I stated that I just called to speak with [redacted] and then he said “what the [redacted] is [redacted] going to do”….I said, “isn’t he the owner” and his response was “he is a [redacted] stock broker who don’t know [redacted] he will just make you talk to me so what the [redacted] is wrong with the floors”…. then he claims I was constantly calling his wife. I explained that I was simply calling the office. He literally said “ [redacted] off” and hangs up in my face. I called him back and said “did you just hang up in my face” and he says “you just figured that out and that’s why you’re calling me back, I’ll have this job for another ten years and if you don’t like something, sue [redacted]” and hangs up again. I could continue with this letter with regard to the vulgar/unprofessional words he used over and over. I was proud of myself because I simply stayed calm. Overall, this was a complete misrepresentation. This led me to dispute this charge with my credit card company. I still need to speak with [redacted] because it was an unprofessional misleading service performed by an extremely unprofessional individual. I was misled and did not receive what was promised and on top of it, got treated like dirt. **follow-up: I spoke with [redacted] the owner of [redacted] at length on Monday August **, 2013 about this matter. He was very adamant about he believes the service was provided adequately. I explained he was on vacation there was no one to speak to about this matter and there was pressure to sign and pay on the spot, without any way of getting in touch with him to explain what took place. On top of this, I explained I paid extra as a tip to his workers to help me with moving my furniture back in place. Not only did I personally have to lift every piece of furniture while one person just watched, I also explained that they were rough with my furniture and caused scratches on very expensive wood furniture, not to mention they helped break a light on my ceiling fan. Also, there was a clear discrepancy in the floor color between where the floors were initially covered with an area rug and where they were not.....meaning if they were properly done even with their system, that difference in color should not be visible. I asked him to come to my home & take a look at these things for himself so maybe he would understand what I was talking about or explain something different to me. His response over & over was what would that do, "obviously you are not happy with our service". I asked at least 4 times and each time he refused. Also, he explained that with the tension of the situation with the worker, [redacted], who belittled me and verbally assaulted me over the phone, that he could not send him back. When I further explained the situation with [redacted], his response was that sometimes he has a temper. I specifically asked [redacted] to come by and take a look, not his workers, but again he refused. I just would like it noted that I did make an attempt to resolve the situation at least four times. In the end he just refused to come to my home and just look and investigate this matter further.Desired Settlement: I tried to compromise by asking the owner several times to come and take a look at the finished product & he refused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# 9699528, and have determined that my complaint has NOT been resolved because:

Reject Business Response

Mr. Sandless' response did not acknowledge my concerns (the customer) at all. Their response was a copy of the work order which does not attempt to resolve my concerns as the customer. As I explained in the original complaint, the day that service was provided, the owner could not be contacted because he was on vacation. There was pressure to sign on the spot and obviously there was no way of looking over everything prior to signing. I attempted to resolve the matter right away (when the owner returned from vacation) and asked him several times to come out to my home to look over the finished product and he refused. I also previously noted that this business states "100% guaranteed or you don't pay". This was overall a misrepresentation of services and horrible customer service.

[redacted] Ioviero

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted] Ioviero

Business

Response:

[redacted] is a franchise that currently has 135 locations in the United States and around the world. [redacted] refinishes hardwood floor in a one day green friendly service with multiple coats of our proprietary finish. I have been refinishing floors in the Sandless method since 2006 and hve never forced any one to use our service ,sign our service work orders and checklist. I or my employee's have never forced or pressured any customers to sign that they were satisfied with the service. I or my employees never forced anyone to pay at the end of the service.I or my employees have never forced any customer to tip at the end of service. It is against the law to do any of these actions. The claims from customer [redacted] on his dispute letter has inconsistencies and facts that were left out .#1 [redacted] claims he and I quote (I personally had to lift every piece of furniture while one person watched) This is an inconsistency sinc e A: he said that they were rough with his furniture and scratched his floor??? He just wrote in his dispute letter he personally had lifted every piece of furniture personally? ..It doesn’t make sense it is a contradiction. If my technicians broke a light bulb we would have replaced the bulb immediately and why would [redacted] pay the technicians a tip for damaging and scratching his floor being rough with his furniture and breaking a light bulb??? Why??? #2 The Floor color complaint..He complained about the different shading from an area rug. This was verbally explained to him before the technicians even arrived at his home by me well before the service date. The technicians extensively addressed this problem area as well with him as per our franchise rule :Please see conditions 1,2,3 and 4 on the back of our service work order. [redacted] read the conditions on the back and signed that he understood what our limitations are. In addition we go one step furthe r and explain and go over in an additional document called the wood floor check list .The checklist is a list about pre existing floor problem area’s…The wood floor checklist was signed as well by [redacted] understanding what our limitations are with respect to discolored urethane ..so again without out trying to be repetitive the customer was repeatedly informed of our service verbally and we cannot per our franchise rules start the service without the customer understanding and reading & signing our checklist and service work order.The customer gave my technicians the go ahead to start. [redacted] originally loved and wanted our service when he first called us. [redacted] booked a date with us cliaming he was in a hurry.He seamed very nurvous and stressed when he called I understood after he told me that his wife was due with twins and he just needed the greenest safest way of refinishing his floor because he did not want her botherd with the toxic fumes associated with the use of polyurthain. he did not want any dust also associated with traditional sanding method that is commonly used. In addition why he chose us was that we are a one day service. He liked the fact he could walk on his floors the same day with 3 to 5 coats of our green friendly fast drying no odor finish..This also meant no moving out of the home like he would have if he sanded. The biggest problem that I have with is dispute letter are facts he failed to include about me personally going to his home.When [redacted] called me he never told the exact problem he had with the service itself. He was more upset about the exchange of words he had with [redacted]. Please understand my head technician [redacted] has refinished thousands of hardwood floors in the Sandless method. [redacted] is one of the best in our Sandless refinishing business, After the service was complete and [redacted] signed off that he was happy paid for the service and tipped [redacted] , [redacted] was on his way back to the office when [redacted] called [redacted] . [redacted] had respectively asked is there something that he can help him with or does he have any questions. [redacted] wanted to speak to me. I was on vacation and could not be reached.[redacted] origanlly booked the service the week before I was on vacation but canceled his appointment at the last minute .[redacted] had repeatedly told him that I could not be reached. [redacted] then called our business number multiple times only to get only the same answer from [redacted]’s wife who was answering the phones until I came back from vacation. The calls grew in volume in an unreasonable amount to the point of harassment. [redacted]’s wife called [redacted] and told him please ask [redacted] to stop harassing her with the excusive amount of calls the owner is on vacation and cannot be reached. [redacted] very professionally asked [redacted] what is the trouble or problem he can come back and address any problem that he might have . [redacted] refused to tell [redacted] what his problem was the only thing he kept doing is at this point harassing his wife [redacted] asking to speak to me and getting the same answer over and over again? [redacted] could have addressed any floor problem after the service again he would have willingly have gone back and addressed any problem. But the customer was unreasonable and refused to tell the best Sandless technician in the county what his issue was. He could not fix something if he did not know what was broken. When I came back from vacation [redacted] called me and asked how tough [redacted]ie was and further wanted to know if I was afraid of my employee?? He wanted [redacted] and myself to come over to his home and look at his floor and said QUOTE: wanted to see if [redacted] was tough as he sounds over the phone??He also informed me how big of a guy he was and how many people he knows. He also complained about [redacted]’s tattoo on his arm? My technician by our franchise rule must wear a [redacted] shirt which he wore that day like every other day and I have never heard any customer complain. [redacted] did not like the uniform he told me [redacted] should have been wearing a collared shirt and was not up to his standards?? I don’t know anyone who would go to a potentially adversarial and hostile environment The legal ramifications with an unknown potentially unstable situation. They’re going to be on rare occasions that client who wants a free service I hope of this is not the case with this customer. I am a small business man in a franchise that cannot afford to service people for free. I or my employee’s cannot legally force customers to sign our documents to precede with the service .I or my employee’s cannot force a customer to sign and pay for the service after completion .It is their free choice to move forward we would never Pressure [redacted] or any other of the thousands of clients we serviced in the past to sign anything. The service would not start if the customer doesn’t sign our service work order and checklist we leave the premises and part as friends rather than having the customer unhappy at the end, If the customer is unhappy at the end of the service he would not sign or pay for the service and absolutely not tip like this customer did??. we simply would not do the service if we knew how this would have turned out. I saw a [redacted]’s floor from the multiple photos’s that were taken .The floor looked great I feel like I am being taken advantage of after I saw the photo of his floor taken the day of service. I don’t have any complaints with the Revdex.com in all the years I have been in business since 2006.The simple fact that I have refinished thousands of floors in the Sandless method for a long time without any marks against me with the Revdex.com. Please do the math.. if I have a terrible customer satisfaction record it would have shown for years by now!.. I refute all the claims made by this individual that is doing anything he can to tarnish my Revdex.com record

photo attached

signed service work order attached

signed checklist attached

conditions that were read attached

credit card slip attached

Business

Response:

This customer has been hostile from the beginning and has tried multiple attempts to harass and intimidate our employees. My employees and I feel threatened by this adversarial customer. Mr. Sandless will not put employees at risk by going to an aggressive client’s home. This customer breached his agreement by not initially using Revdex.com arbitration process that was signed and agreed upon by both parties. All agreements and warranties are null and void because of his aggressive actions and ignoring what was agreed and legally signed by him. The customer agreed by signing the contract that he would not go to credit card arbitration. The customer launched his credit card arbitration anyway and lost the arbitration. Mr. Sandless has been servicing homes for ten years now, over 100,000 homes to date. We care very much for our customers’ needs, but at this time we would like to end our business relationship with this customer.

I hope this issue is resolved soon so that you do not have to waste anymore of your time

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

1. I am not happy and would like them to simply re-do some different areas that did not come out evenly throughout the house. They have a 5 year warranty in place and refuse to honor it.

or

2. Just simply give me a refund.

PLEASE REVIEW THE ATTACHMENT FOR MORE DETAILED INFORMATION.

Sincerely,

Review: I HAD MY FLOOR DONE I CONTACTED THE [redacted] I WAS GUARANTED THAT MY FLOOR WOULD GET EITHER THE SAME SHINE I HAVE OR BETTER MY FLOORS WERE IN EXCELLENT SHAPE SHINE LIKE MIRRO BUT I HAD A SCRATCH AND SPOKE WITH [redacted] THE [redacted] HE ASSURED ME I WOULD GET GREAT RESULTS THE MAN CAME TO MY HOUSE AND THEIR FIRST WORDS WHERE MY FLOOR HAD AMAZING HINE I ASKED WOULD I HAVE BETTER RESULTS I WAS TOLD YES OR THE SAEM BUT I GOT THW WORSE I LOST ALL MY SHNE FROM THEIR WORK THEY ALSO HAD A DEFECT WHERE THEY HAD EXCEE MIXTURE STOCK TO THE MOP AND STUCK IN MY FLOOR I WAS PROMISED THEY COME BACK THEY WAITED A AWEEK AND DID A TERRIBLE JOB I CALLED THE [redacted] TO TELL HIM I WAS VEERY UNHAPPY HE STATES HIS WPORK IS FULL SATISFIES OR MONEY BACK TOLD HIM I WANTED HIM TO COME SEE HOW UNHAPPY I WAS HE TOLD ME THAT I WAS SCAM HE IS THE SCAM AND TOLD ME TOTAKE HIM TO COURT WHICH I INTEND TO TAKE HIM TO COURTDesired Settlement: I AM ASKING FOR REFUND AND I AM ALSO ASKING FOR MY SHINE BACK AND AT HIS COST

Business

Response:

As per [redacted] service work order #[redacted] The bottom of the document was signed by the customer twice The first signature is to start the service . The back of the second attachment in yellow is the conditions that the customer agrees by ([redacted]) . The technicians can not proceed with the service unless read by the customer before the service is initiated The second signature is signed after the customer physically walks on the floors we just refinished to inspect our work . This customer signed our service work order in front of my technicians that she was satisfied with our service. The customer paid at that point and my technicians left her house. note: The [redacted] gloss finish dries in 30 minutes per layer so the floors must be inspected and waked on by the customer when the final coat dries. It is a franchise rule that the customer physically walk on the hardwood floors that were just refinished and has been followed ever since our inception in 2006 Thank you [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]first of all everything he said is so untrue I was told from him on the phone that it dries in 20 minutes and can be put back but when the man first finished I noticed it was not done correctly and I had him redo it, then when he re didi it it went from my living room straight to the bedroom a complete straight run and when it was finished there was no way I could have gone on it cause I would of had to stand at my bedroom entrance to see and I was not albe to do so cause the man told me there is no way for me to see it cause they could not stand around the extra 20 minutes and had to leave they also told me that I could not walk on it for 6 hours I said what I was told from the [redacted] 20 minutes and the man said the least 3hours if I had to and that I needed to wear booties and no shoes or slippers and I could not put my furniture back and meanwhile my dinning room set remained outside on my deck cause they said it would make a mark on the floor this man [redacted] is a liar his add read if not 100 % happy money back I also called him asap when I got back and took a picture and showed him the problem and explained I could not have gone on it to reinspect and told him his workers were very aware of it then he promised to come back and lied I had to call him a and he had every excuse then when the man came back they saw the problem that they had extra dried application on the bottom of the brush that they use to apply the serum and it got stuck in on my floors and that is what I was told from the [redacted] is what happened when he saw the picture and then when the men came back they made it worse u can see the peel when they peel the chemical and sanded my floor and they also told me that [redacted] is a scam [redacted] and he never told them that there was a problem [redacted] sits on the phone and scam every person [redacted] told me my floors would shine the worker told me that I would have a better or the same shine and I have no shine they destroyed my floors and this man should not be in business to rob customers and lie to them I went carefully over the work before it got started the men came her and were un decided what to do cause they said my floors were in such great shape they stood a good 20 minutes to decide what to do then went from deep cleaning to the 20 minute dry pr they wanted to maybe sand but they realized how good my home was and they knew I did not want a mess I had just had my walls and house redone and my floor s were in excellent shape I had them looking like a mirror I just had a scratch that needed to be done and I explained to [redacted] exacty what I was looking for and he told me this is what he would do if you look at his web site you will see how he shows u before and after mean while his before are exactly the way they come out you don't get a shine [redacted] is scam artist and should not be able to conduct businessso I would appreciate all the help I can get I take pride in my home and as for the signing that is not my signature on the bottom I never signed anything when they left they signed it them sleeves they wanted me to pay cash so they can beat the state tax department he called me and said pay cash and I would not have to pay tax so he doesn't have to pay the its this is what he asked me to do

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by [redacted] regarding complaint ID [redacted].Sincerely,[redacted]

Review: We hired this company after the [redacted], visited our home twice, insisting this was an "easy" job and assuring us that the work is guaranteed. He claimed they would restore our wood floors and that we would be amazed at the results and how quick and easy the process was. I did say repeatedly that the MOST IMPORTANT aspect of this work for us is the strength of the sealant--that no further damage would happen to the floors. Once again he, as the owner of the company whom I had spoken on the phone to earlier, said there was a "five-year guarantee" on the work and the sealant, and that their product is so strong "you could drop an anvil on the floor" and there would be no damage.He repeatedly said the work would take "4-5 hours tops".Upon arrival at the scheduled day and time (9am), he, his young worker and myself moved ALL of the furniture and its contents into the bedrooms to clear the floors. It was only THEN, that his coworker looked at the wood and proclaimed that since it was maple wood, it would be "tricky". Again I was assured all would be well.Day turned to night, and I ran to a hardware store to get clip lights to continue the job. By late evening, my husband, young son and myself were held hostage in one packed bedroom as the work continued. Just before midnight we all returned the furniture. A little after 1AM, they had us sign off on the job and finally left, 16 HOURS after the work had begun.The next day we could see that a large area of the living room was totally unevenly colored: "giraffe-like".More importantly, in the days to come, scratches and oxidation have been marring our floor as if there were no sealant at all, despite our care and wearing only socks. Whatever the "sealant" is made of has been crumbling between the floorboards, leaving CRACKS between.I have spoken with [redacted] several times and he has promised to honor his guarantee, but has not done so and is now not responding to me. It is now 3 1/2months later and the damage continues.Desired Settlement: We certainly don't want this work repeated. In the few months since the work, we have been open to [redacted]'s offer to re-seal the floor, but it's become clear his company and his product are simply inadequate for the job. We would like a full refund and this information to be posted.

Consumer

Response:

At this time, I have not been contacted by [redacted] regarding complaint ID [redacted].

Please advise me on how to proceed...

Sincerely,

Review: I had work done on my floors 7/3/13, I was not able to be home when the work was done so my sister was there. I received a call from my sister that mornings around 8:30am letting me know the men were there. I spoke with one of the men who advised me, he would not be able to get the deep scratches out of the hardwood floor because they do not sand. I understood this and this is not the issue, the gentleman then asked if he could cut the air conditioner on. I said that would be fine. Around 12:30 I received another call from the same gentleman advising me he would be done soon and asked was I or my sister signing the paperwork and about payment. I said my sister can sign the paperwork and I left a check.

When I returned home that evening and began to place my furniture back I noticed the Air conditioner would not cut on. I immediately checked the circuit box but that was not the issue. This is a large 22.5,000 BTU air conditioner so it is on its on electrical outlet. I called the office and left a message for [redacted] who I was dealing with but it was after hours. The next day was 7/4/13 a holiday so I called 7/5/13 at 8:21am. I spoke to [redacted] who stated she did talk to the guys and the air conditioner was working until a half an hour before they left. The men stated it “just shut off”. Well my next question was what can/will be done; I received no call to advise me the air conditioner was no longer working after I spoke with this gentleman twice. If the air conditioner “just stopped” working why wasn't I notified, why didn't he call his office and me to advise this information. No one called to say anything; I was just left to come home to an air conditioner that does not work. Now I am suppose to believe it just stopped working and I never had this problem before. Moreover, he called me when he any other issue but neglecting to call me then.

This is not good customer service at all, when I did speak to [redacted] she was rude and stated her men did not break the air conditioner and they were not fixing it. Per the contract it states Mr. Sandless has property damage insurance and will take responsibility. [redacted] gave me not alternatives or made any effort to try and fix the situation. Therefore, I did advise [redacted] I will not release payment until this issue has been resolved. She stated "do what you have to do" and disconnected the call.

This is no cheap appliance; this air conditioner runs between $600-800 in the store. I sent a email to corprate and left a VM. I did received a response several days later stating [redacted] would contact me. [redacted] did contact me to state the office will offer me $200 for a replacement. [redacted] was still very rude so I again contacted corporate to advise I do not want to deal with her and would respond only to them. I also advised corproate the unit was worth around $600 and $200 is not going to help replace it. Corpprate replied stating $200 was generous and if I send this a estimate thwy would entertain giving more.

This is not what the contract states that was signed with MrSandless. The contract states they have up tp $2,000.00 for property damage. Also, it has been just over a week and my floors are not shining the way there where when they were completed. I tookk pictures and some spots are wore down already. This is completly unacceptable, this company not only lies in the contract about repairing/replacing damages property but the work that was done does not last 5 years as I was told. It has only been a little over a week and I see the difference.

Sincerely,

[redacted]Desired Settlement: I would like a complete refund as this company does not honor their contract or the life expectancy of their work. Since dealing with this compnay I have been liar to, treated unprofessionly, taken advantage of and inconvenienced. I should not have to pay anything for this type of treatment. I want nothing else to do with this company but my money back!

Business

Response:

It is unfortunate but **. [redacted] is not telling the truth. She states “I want my money back” but she hasn’t paid Mr. Sandless anything. There can be no refund, because prior to even speaking with us, she stopped payment on her check. Our staff asked permission to turn on the air conditioner, which could have been denied by **. [redacted]. Our men were busy working the floor, and in no way touched the air conditioner after it was turned on. It went out on its own, which does happen with units that old and a very hot and humid day when the service was being performed. **. [redacted] promised to get a quote to have the air conditioner repaired and Mr. Sandless generously offered $200 to help offset her costs for this repair. The total for a new unit of that size is just $579 and in no way should the entire cost of a new unit be carried by Mr. Sandless for the few hours it was on during service, versus the hundreds of hours it ran prior to this. Our attorney will be sending a demand of payment letter to **. [redacted], and if she does not pay us $509, we will take her to court and put a lien on her home. All **. [redacted] is trying to do is use the Revdex.com to get out of paying. Giving $200 off is more than generous offer and we suggest she take it.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:because the statements listed in this response are false. I did make a payment of $177.00 on 6/20/13. I did not "promise" to send a quote, I stated I was looking into getting estimates for the repair. Which I did and the repair costs are to costly. We will make out better getting a new one and have already started shopping. I did give the men permission to cut the Air Conditioner on but not to break it. If the men did nothing to my appliance then my sister should have been notified it wa not working prior to the men's departure. The men could have even called me as they did several times for other reasons. This was not even reported to their office because when I spoke to [redacted] she said she contacted the men and they stated it stopped working a half an hour before they left. MrSandless acknowledges the cost of the appliance but state they are only willing to give $200. The lack of repect and compassion is very disappointing. The floors are even starting to look worn and its been only about two weeks. I have plenty of before and after picture to show this. This was just a overall horrible experience and I will not use or recommend MrSandless to anyone.

Review: I, [redacted], contracted with Mr. Sandless on Friday, January 25th, 2013 for floor refinishing services. The work performed in January, 2013, and was unsatisfactory to say the least. The Mr. Sandless salesperson, “[redacted],” represented to us the homeowners that the satin or “matte” finish to be applied by Mr. Sandless would improve the visual appearance of the floors and would prevent damage to the floors. While the contract called for a satin or “matte” finish, the workers instead applied a gloss finish which actually decreases the visual appearance of the floors. There was no actual refinishing of the floors redone; employees merely slapped on coats of gloss sealant on the floor, our baseboards, and kitchen cabinets. The room was done so poorly that there is actual dog hair now sealed in to the floor. In addition, the finish applied by Mr. Sandless has proven completely ineffective in preventing damage to the floors. In speaking to [redacted] and his coworker when they came to give an estimate [redacted] assured that Mr. Sandless’ product would protect the floors from damage from the dogs. Both [redacted] and his associate met the dogs. And their supervisor was aware of this size of the dogs before services were contracted. Let it be further know that Mr. Sandless specifically told us (homeowners) that the dogs could be allowed back on the floors after an hour after completion of service. Service was completed at 1pm on the 25th. I returned home at later than 6pm with the dogs on the 25th of January.

On returning home I called [redacted] because I was horrified by the appearance of the floors. They were as shinny as a high school basketball court, the finish on our base boards and cabinets, and the dog hair sealed into the floor. [redacted] it said, “oh that is no problem we can come out the beginning of next week, make the floor matte, and clean up the base boards. [redacted] (the office manager) will call you first thing Monday morning to schedule at time. Needless to say, [redacted] did not call be back first thing Monday morning. On the morning of the 26th we noticed that were several areas of cloudiness on the floor and what look liked swirl patterns all over. After leaving several message for [redacted] on Monday regarding are concerns with the floors, she finally called be back Monday evening. [redacted] came out Wednesday, January 30th to inspect the floor. After insoecting the floors, he promised he could come out that weekend and fix the floors. When I called [redacted] the next day, Thursday the 31st of January, it was decided by the company supervisor that the cloudy appearance was form our dogs (even though he never saw the floors). When I told [redacted] that was unacceptable because everyone one at Mr. Sandless was aware that the dogs existed and that they would be returning to out home. Why would they contract service and give us a 5 year guarantee a product and service that they never thought would old up to our dogs. I was them sent am email that they would be returning are payment in full. Which did not happen until the 22nd of February.

So now we were left that floors that look worse then we started – horrible gloss finish, cloudy, finish on baseboards, and dogs hairs sealed into the floor. I had the floors examined by an independent third party flooring contractor who has determined that a gloss finish was applied to the floors and that, more importantly, the finish applied by Mr. Sandless has a “cloudy” appearance resulting from improper adhesion. (a Mr. Sandless representative actually admitted some where along the way that it was probably due to not leaving enough time between applications) . Even though I presented Mr. Sandless with the estimate that it would cost us to have the floors refinished and have our base boards replaced BECAUSE that is the only way to remove their sealant from our floors!!! They refuse to take any responsibility for the damage to our home. Their suggestion was to put area rugs down and “booties” on our dogs. The simple refund does not fully address the damages sustained by us the homeowners.

Your own recent email to me (which I can provide to anyone that requires) confirms that as a result of the appearance of the floors, the floors will need to be sanded, stained, and that multiple coats of urethane will need to be applied. We, the homeowners, have obtained an estimate to have such work performed, and it will cost $2,520.00. Your email further confirms that we the homeowners and our dogs will need to leave their home for “a week” for the repairs to be made. This involves significant additional expense, including hotels and dog boarding for that period of time. Those costs easily and conservatively approach $2,000.00 over the course of a week. Finally, to the extent that any warranties regarding the floor refinishing were breached, there are both State and Federal laws which permit a consumer to recover attorneys’ fees and costs upon prevailing in such a claim, which obviously would further increase the amount of damages demanded in this matter.

While you have refunded the money paid by us the homeowners, you have done nothing to address either the property damage caused in our home or the significant costs associated with the time such repairs will take to complete.

I am happy to provide before and after pictures of the floor!!!! I have several from just prior, to day after, and can take some of current state.Desired Settlement: We appreciate that Mr. Sandless has refunded our money. However, extensive damage from their services still exists. We would like Mr.Sandless to cover the cost to return our floors to prior state, which includes refinishing of floors to remove their sealant, new base boards, and accomodations for our household for the week.

Business

Response:

[redacted] has a prefinished floor that under normal conditions has a wear-through warranty of 30 years. That means it will not wear through under normal conditions. Upon inspection, Mr. Sandless found the floor to be completely worn through, because [redacted] has two dogs with enormous paws and claws that would put a Grizzly bear to shame. The dogs claws wore through the prefinished layer doing damage to the floors that would take decades to do but in a very short period of time, and all that remained was compressed board. She needs a new floor.

Fortunately, Mr. Sandless protects itself from customers who would use this opportunity to claim we damaged the floor, by placing in writing that the damage existed in the floor prior to the service, AND by having the customer sign and date that statement prior to service, which is exactly what [redacted] did. Attached to this answer is the actual addendum, in [redacted]’s name, stating that here floor has “heavy gouges” and “excessive scratches” (from the dogs paws and claws) and it states that the “Client and Mr. Sandless agree that Mr. Sandless will do our best to conceal the issues, but only board replacement will eliminate them. By signing below, Client agrees to the service and the outcome Mr. Sandless is able to achieve.” [redacted] signature is clearly on this document, agreeing she needs board replacement, and agreeing that she would accept that which we were able to achieve. Why [redacted] refuses to acknowledge her signing of this document is unknown to Mr. Sandless.

For the record, the product we delivered to [redacted] was exceptional given the condition of the floor before we started. We brought these floors back to life, and again, if they were going to be used under normal conditions, we would not be having an issue. But soon after, the dogs claws and paws once again started to create damage, because [redacted] did not take our advice and have the claws cut, the pads treated, or area rugs placed for protection. The Mr. Sandless warranty clearly states that we are not responsible for damage made by dogs. I have attached a picture of the dogs so that the real problem can be seen. No finish in the world is going to hold up on her floors when a pre-finished board with aluminum oxide finish and a 30 year wear warranty couldn’t even hold up.

We responded to [redacted] in a highly professional manner. We answered all of her concerns and gave her our best advice. Even though we were under no obligation to do so, we refunded her money, and took a huge loss on the job. We also lost money having to pay our attorney to answer [redacted]’s attorney. Since [redacted] knows she signed the document stating her floors were damaged and needed to be replaced prior to Mr. Sandless doing anything to them, she has no legal recourse, and is why we have not heard anything from her attorney, who did not have the documents we presented to him. We present the same document now, and consider this matter closed. There is nothing more we can do for this client that we have not already done.

"Our wood floor was in really bad shape. It had oet stains and had been covered with carpet for over 30 years. [redacted] crew, [redacted] and [redacted] did an excellent job of sanding, staining and finishing our floor. It now looks GREAT!

Thank you Mr. Sandless of Youngstown - [redacted]."