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Hardwood Floor Refinishing
Refinished hardwood floors in our son's home. Looks beautiful. We are so pleased we are having them install hardwood floors in our own home.Nov 5, 2015Verified
Floor Installation or Replacement
Justin and his team performed the floor install and refinishing to our satisfaction, He was on time and very courteous in handling of our household goods. I would use him again.Apr 27, 2015Verified
Hardwood Floor Refinishing
315 Hardwoods owner, Justin, is someone I liked right off. He came by rather late in the evening to take a look at the job, maybe around 7 pm. He was very friendly, and gave the firm impression of someone who gets the job done properly. Since it was getting late and he had yet another estimate to do that evening, he was unable to address some of my questions but said he would follow up with me. He and his crew did a good job in sanding and finishing nearly the entire first floor of our home. I am lowering my rating due to other factors, primarily of a customer service nature. He never really got back to me. I believe every communication thereafter between us was accomplished entirely through my own initiative. Although we had cell phones, texting, and email for communication with one another, there were quite a few problems with simple communication, mostly from him to me. I would communicate to Justin, but I would either not hear back at all, or only after a lengthy period and perhaps only after a second prompt. Our needs as a customer were quite simple. We wanted to know the starting date for the work, and how long we might be expected to be out of the house before being able to return so we could make the necessary arrangements to stay in a hotel. We had to put off making a hotel reservation until the last minute because we received no response from Justin regarding the estimated date of job completion. We thought we had the starting date set, but even that proved wrong. Our initial understanding was that the job was to start on a Monday. In trying to confirm with Justin when we needed to be out of the house on Monday, we received the surprising response that we did not need to be out on Monday. I assumed we had misunderstood and that he would be starting on Tuesday. However, Monday morning on my way to a doctor's appointment, I got a call from Justin saying they were standing in the rain outside my house and could not get in. We arranged for them to start the next day. However, it was still not clear when we could return. When the crew arrived on Tuesday morning, without Justin, I gave them a check for down payment on half the estimated price of the job. I told the worker in charge I could give them a key to the house, or I could show them how to enter through the garage using a keypad deadbolt lock. The keypad lock was preferred. I provided them with the entry code, and warned them they had to use only the deadbolt keypad to lock the door. The doorknob on the door had the customary button lock on the inside knob, but I told them that I had no key for that lock. It is always unlocked. I stopped by the house early in the morning two days later to swap out cars. The doorknob lock on the garage entry was locked, which meant the crew would have no way to get into the house. I sent Justin a text message to let him know, and asked what time the crew was expected to arrive. He told me they would not be there until 10 a.m. I had to drive to Binghamton for a meeting. I reluctantly told Justin I would have to leave the front door unlocked. I asked him to remind the crew that they cannot use the doorknob lock at the garage entry, only the keypad. I also asked him to let me know when they left for the day, and that the front door had been locked. I never received the confirmation. I found out the job was finished when I texted Justin late on Friday to ask if the crew was still at the house. We had already booked the hotel for Friday, and were at that point expecting to return home on Saturday. Eventually I heard back from Justin on Friday night, reporting that the last coat of finish had been laid down that day and they left around 2 pm. When returned to the house on Saturday we found the front door ajar, the sliding patio door off the kitchen unlocked, and the kitchen window unlocked. There were also four large black plastic garbage bags stacked up in front of my garage door, apparently filled with trash from the job for disposal. I put them inside the garage and contacted Justin about the doors being unlocked and the trash left behind. He said they had opened various doors and windows to air out the place after putting on the last coat of finish, which I understood. But you still lock things up when you leave. He apologized for the trash left behind, saying his van was too full to take it when they left. He said he would swing by and pick it up. I put the trash bags back out in front of the garage door as I left for work. When I returned home that evening the trash bags were still there. The next day they were gone when I got home from work. The only communication I received from 315 Hardwoods after that was an email with an attached statement asking for payment in full. Our half down had not been credited, which I was later told that no credit had been given because Justin had been carrying the check in his pocket all week and had not deposited it. In my view, it's hard to overstate the importance of customer service. No matter how well one does a job as a technical matter, if you do not know how to work with your customers your business will suffer. 315 Hardwoods is a very small business dominated and run by family members. This is exactly the kind of business I like to support. They would do well to get some assistance in learning how to manage the customer service end of their business. Customers are not jobs; they are people. I have taken the time to write this long review because I wish them the very best. I would say they are capable of being much better.Nov 15, 2018Verified315 Hardwoods's reply
“He and his crew did a good job in sanding and finishing nearly the entire first floor of our home.” Rob, we are glad that you are happy with the final product and the job came out beautifully.
315 Hardwoods did a great job installing brand new hardwoods in my living room and dining room. Justin was able to meet my timeline and was always very responsive to my phone calls or texts. He also lined up the hardwoods very well with the existing hardwoods and I appreciate the attention to detail.Dec 1, 2014
Hardwood Floor Refinishing
Answered texts and emails quickly. Worker was on time - actually a little early - which was fine.Feb 4, 2020Verified
- What should the customer know about your pricing (e.g., discounts, fees)?We cannot emphasize how important it is for the homeowner to make sure they are hiring a company with workers comp and liability insurance. Some companies keep costs low by not carrying these insurances, so the homeowner is left fully responsible if anyone gets hurt at their house during the project. Also, discounts are always given for completing all aspects of the project in one week instead of doing the job in phases over a period of time.
- What is your typical process for working with a new customer?When someone books an estimate appointment request, we set up a date and time that works for all parties. Then, a formal written quote is emailed within 1 week after the estimate appointment. If the customer chooses to schedule a start date, we work with them to find a date that works for all parties. Upon scheduling a start date, a formal contract is mailed to the homeowner.
- What education and/or training do you have that relates to your work?Justin has 20+ years experience with hardwood floors. Also, all of our crew members are hired with previous flooring experience.