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Posted on
1/1/2013
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Good but will search for better
I called and they came promptly for an estimate and agreed to start in 3 days and when I asked how long it would take the answer was "We'll tear up and install in one day, sand the second day and come back three days for each additional coat" I wrongly assumed that this meant a week. They came and started the day they promised however only then told me "Well we cannot come back again until 4 days later" Dumb me for not asking clarifying questions up front. So needless to say this job took almost two weeks complicating other contractors that we had working in the house. Additionally when they left they left dirty finger prints all over the doors when they reinstalled them and left the used quarter round on the back deck without hauling it away. The price was average but I'll go with a smaller mom and pop next time that pays a little closer attention to custoomer service. They had at least 6 or 7 guys in the different crews working here over two weeks and I still wasn't very satisfied.
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Bertolli Floors LLC replied on
01-05-2013
Dear client,
We sincerely apologize for any quality issues you might have had with our service. Unfortunately, we have not received any emails or phone calls that have bought any of these issues to our attention. We would have been more than happy to come back out and fix any and all issues you may have had. Customer satisfaction is our #1 priority. As for the scheduling issues, the proper guidelines and procedure for an installation is to wait at least 72 hours after the install to begin the refinishing process. This must be observed in order for the wood to properly acclimatize to the homes internal environment. Without this crucial step, you are almost guaranteed to have problems with warpage and quality issues in the future. We prefer to do it right the first time so that our clients can enjoy their floors for years to come, not have us return every 2 to 3 years to fix issues that could have been avoided by following proper procedure. Before we start every project we inform the client of the full schedule of work, and provide a timeline of when each step can be expect to finish. I encourage you to call me direct so we can take care of the remaining issues for you. Bruno Bertolli.
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