Client says Denver flooring job does not meet desired outcome

Client says Denver flooring job does not meet desired outcome

COMPLAINT: Matthew Grove, Denver

"Genito and Son's Hardwood Flooring refinished my hardwood floors.

"Because they are pretty old and not in great condition, I didn't have grand expectations that the work would miraculously transform them.

"For the money I paid, however, I did expect their crew to not cause additional damage and show a reasonable level of competence. The vendor failed on both counts.

"My estimate included screwing down loose boards, filling in gaps, sanding and applying two coats of polyurethane. The sanding and coating were done, but the remaining promises went completely unfulfilled.

"I came home to newly cracked and uneven boards. Gaps were partially filled with a putty product that began coming up in chunks within three days.

"To top it off, Genito [Garcia, the owner] claims to have lost my house key and, despite requests, has never given me a receipt. Perhaps the most frustrating thing has been Genito's refusal to try and make things right in a way that is acceptable to me.

"To his credit, he did come over to discuss his work after I called to express my concerns, but the best solution he could offer was to pay him more to do the work he should have done right in the first place.

"He lost my trust and the last thing I want is for him to come and do more damage. He blames the floors for the problems.

"In fairness, there are spots that are somewhat better now, but the uneven workmanship is extremely frustrating."

DESIRED RESOLUTION: "I have asked that half of my payment ($600) be returned so I can pay to fix the floors myself. I have also requested that my house key be returned. If it has been lost, the vendor should pay for having my locks changed."

STATUS: Penalty Box


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