Masino Restorations

We had the opportunity to do this project at Miss Stones residence. The project included tiling a hallway bathroom as well as installing hardwoods in the hallway, two hallway closets, and one bedroom with a closet. We first installed the tile with no complaints made by Miss Stone. After the first day of installing the hardwoods Miss Stone praised how great everything looked. Upon our arrival the next morning Miss Stone claimed that we damaged her baseboards and explained that she took it upon herself to re-stain them the previous night. The newly stained baseboards were still sticky and while working on finishing the install of the hallway hardwoods our hands got covered in stain. This same day we finished the installation of the hallway hardwoods and were getting things ready to install the bedroom the following day. The bedroom was completely filled with a L shaped desk big desk that was not secured and a very large hutch. These items were built inside of the room and we could not move them before installing the floor. To make room we had to move the very large pieces the far wall (see Miss Stone's picture for reference of furniture and room size). To prep the floor for install we cut out 1/3 of the rooms carpet and padding so that we could install the hardwoods then carefully move the furniture on to the new floor and continue installing the floor. We also laid out boxes of wood in the closet of the bedroom organized into the different length pieces because the flooring that she choose came in random lengths. At the days end we showed her our progress in finishing the hallway and explained that we were starting the bedroom the next day and she again said that everything looked great. We arrived the next morning to an extremely agitated Miss Stone. She brought us into the bedroom and there laying all over the floor were boxes of piled hardwood flooring thrown onto the ground. Miss Stone had thrown all the wood that was organized in the closet and leaning carefully against the wall because of the lack of space onto the ground and damaged many pieces in the process, it looked like a game of pick up sticks using hardwood flooring planks. She then proceed to scream and verbally abuse my partner and myself for about 3-4 minutes, belittling our work, our lack of respect of her home, and how angry she was about scuffs on her walls from a hand touching it and the furniture being moved. After being yelled at and an exchange of words I decided that this was not a suitable environment or fit as customer and contractor and explained that we could not complete this job for her. No one should be spoken to the way that Miss Stone did to my self and my partner that morning. After she calmed down I explained to her that we were not finished with the job and that all of her concerns would have been taken care of before we called it a finished job. Any baseboards that were damaged would have been repaired or replaced and and scuffs at the bottom of the baseboards were completely covered by the quarter round moulding that we would have installed at the completion of the install. I also apologized for the smudges on the walls in the bedroom (the walls were painted a flat white and touching them at all, especially with stained hands because of the baseboards caused a smudge) and let her know that if I could not have patched them over with paint that I would have repainted the room myself or paid out of my own pocket to have the bedroom repainted to make sure that she was happy. After telling her all this and she then apologetically asked if we did all that would we would be willing to finish the job, I respectfully declined because of the way that she treated us and screamed at us. I also told her after the 3 days of work that we spent there to pay us whatever she thought was fair and calculated together with her line by line of receipts the amount that was spent on materials. I also said that if she thought $0 for labor was fair after paying for the materials that I would take the loss and move on. She did pay $550 more than the material cost for the two of us working 3 full days and 1 half day that we came to finish the moulding and installing the toilet in the bathroom we tiled, and for that I am grateful. We also left all the materials needed to finish the job including the additional materials purchased that morning so that all she needed to do was to find someone to finish the install to make it easier for her and so she had the exact flooring to match what was already installed. I also told her that if she did not want them I would take them back and return them, she elected to keep them. I 100% stand behind all of our work and have a large list of extremely satisfied customers that we have done projects for from flooring, custom built ins, complete bathroom/kitchen remodels, and much more. I also take my customer service and satisfaction very seriously. I have never in my life been spoken to the way that Miss Stone spoke to us that day and did not walk off the job because we under bid it (I told her that if she felt comfortable giving us $0 after 3 days of work that would be fine as long as I can pay the bill for the material), we walked off the job because I refuse to work with a person who does not treat you with respect or dignity. I implore you to visit our website www.masinorestorations.com, check out our Facebook page, or check us out on Nextdoor.com to see some of our great work and hear what other customers have to say about our work and professionalism. You can also email me at Anthony@MasinoRestorations.com and I can show you photos from this job (unfortunately thumbtack will not allow me to upload them to this review response) where you can see the quality of the hardwoods that we installed.