Premier Flooring Installation

Premier Flooring Installation was contracted to replace damaged engineered wood and asked to tie into existing flooring with the same product selection that was installed several years earlier. Fortunately, the material is still being produced by Bruce Flooring and we were able to obtain materials for the repair, an exact match model number and color per customer’s information provided to us. It may not be common knowledge so there are some technical details I should share to enlighten anyone considering replacement of planks in an existing floor. 1. Pre-stained and finished hard wood can have die lot variation from one stain batch to another. 2. Over time the color of wood will change after installation due to UV fading, normal oxidation and some wood will darken. 3. Wood is a natural product so the grain patterns and density of the wood control how it accepts stain and the finished look and color will vary. If visual sensitivity to color variations is annoying to you, or you don’t have the time or patience to wait for the new wood to season and catch up in color to the old wood, you may consider replacement of your entire floor rather than repair. Regarding Barbara’s complaints, the workmanship on the initial installation was excellent and I was personally onsite near and through completion. After completion- We were asked if it was possible to replace a plank that was not in the original scope of work about 7 feet from the repair area. In order to do that, we would need to remove everything we just installed, and several more planks double the original scope of work. And while we were at it could we replace a couple we just installed that seemed lighter in color than she prefers. Based on a good will gesture I agreed to do it If she agreed to pay for one box of wood, we would cover the labor. We sent a senior technician who was onsite at the original installation supervising to perform the task. The work was performed perfectly except Barbara was unhappy with a couple other planks this time, once again we agreed to return. At this point we realized the customer may be confused as if we were commissioned to create a piece of art rather than replace damaged flooring. The only solution to Barbara’s issue would be to perform the work on a time and materials basis; and continue to purchase boxes of material and weeding through them until just the right plank appears for placement to her liking. This was not in the budget nor a practical solution. Rather than arguing over what a correctly installed repair should look like when mixing pre-finished manufactured new product with previously installed 6 year old flooring, we did not dispute the credit of half our original invoice. We were never paid for the material on the subsequent additional request, which would have cost more than the original repair if we charged labor. And we did not perform any work on our third visit realizing it was pointless. The box of wood that was left on premises, which was never paid for by customer, has been removed. This experience reminds us that no matter how much effort or good will we extend, and regardless of quality of workmanship, it is impossible to make 100% of our customers happy 100% of the time. And it makes us wonder if this was intentional to deny payment when full is justified and fair. Nevertheless it goes without saying we will never do business with Barbara H. again.