Chicago homeowner, contractor at odds over floor refinishing
S & M Painting
Sears Service & Repair [Wheeling]
COMPLAINT: Zora Ristanovic, Chicago
"I hired Nex Flooring to sand and refinish oak floors with a dark brown stain throughout my condo unit. At first, the floors looked beautiful. But in about two weeks, I noticed white lines had formed in between each baseboard.
"I called manager Mike Necs. He said the white lines may be due to insufficient humidity in my apartment. He suggested I run humidifiers and see if the problem would go away. I did this for two months, and the lines didn't go away.
"Mike and his father inspected the floors and acknowledged that they didn't look right. They suggested I schedule an appointment with a representative from the finish's manufacturer, Bona, to get their opinion. Bona's position was that the problem was Nex not allowing the floors to dry sufficiently before applying the finish, which Mike denied.
"Mike stated he would refinish my floors at no charge to fix the problem. To do that, I would have to pack up my things, place my furniture and belongings in storage, and find a place to live for two weeks. I don't feel I should have to incur additional costs and disruption for this."
DESIRED RESOLUTION: "I would like a $3,200 refund."
RESPONSE: Mike Necs, manager, Nex Flooring
"Bona claimed the stain was not dry when we applied the finish, and that we should have left the stain to dry for a week. Stain does not take a week to dry; it takes a maximum of 24 hours. We left the stain to dry for 48 hours, and when we came back, we noticed the stain was still drying a little bit. To be safe, we left it another 24 hours. We left the heat running the entire time the stain was on the floor.
"When we buffed the floor between coats, there was no stain bleeding through the finish, which is a common symptom if the stain wasn't dry. Bona told me it's not a manufacturing problem, but offered to provide me another finish to refinish the floors. I feel there was something wrong with the finish, such as a bad batch.
"We did everything we had to in terms of labor and were careful with everything. We didn't cut corners or skip steps just to finish the job earlier. It's our job to have everything on the finished floor perfect. We've offered to refinish her floors at no charge. We'll help with moving furniture and do everything possible to make her happy, but we feel we cannot give her a refund, since there was nothing wrong with the work we did."