We accepted a quote from Lovell's on May 6th for what we were told was a 4-6 day job. We wanted our floors to be whitewashed and sealed with Bona Traffic HD. We already had 4 gallons of the Traffic HD, and the quote specified that the price included our 4 gallons and everything else would be supplied by the company. The owner of the company, Bobby Lovell, quoted the job, and told us we could choose either Bona or Minwax white stain, and that the field supervisor would show us samples the first day of the job, which would be May 8th-9th. When they showed up to start working, there were no samples, but they got to work sanding. By the 11th, they showed up with a sample of something called "coastal boards" which wasn't really white, but a grayish driftwood color. It was the only option they presented us, and it definitely wasn't as white as we wanted. We showed them a technique we'd previously tried that involved diluting latex paint with water, wiping it on, then wiping off the excess. They tried that on part of a bedroom, then left. On the 12th, 4 days after starting our "4-6 day job," they told us that if we wanted Bona white, they would need to order it and it would take several days to arrive. We were living in temporary housing, paying for a storage unit for all of our stuff, waiting to move into our house, and getting tired of delays. I drove 20 minutes to the nearest distributor and picked up the Bona white and remainder of the Traffic HD we needed that same day. On the 13th, they re-sanded where they had tested the paint. On the 14th, they finally started staining and sealing. They told us not to walk through the house at all because it could leave footprints. We were told they would meet us for a final walkthrough before sealing the floors, but that never happened. On the 19th, a day after they finished, I walked into the house to find bootprints all over the first floor, sealed in. I called them, and they said they would send the field supervisor out to check on it the next day. Instead, they sent the same two guys who had done most (all?) of the work. To his credit, the one guy looked at the floor and admitted that the prints were his. We started taping off bootprints, finding more and more as we went. When I left, I was under the impression that they were refinishing the first floor completely. At this point, we also received an email from Bobby stating that they couldn't remove the cost of the stain I had purchased from the quote, and that we were basically receiving a custom finish when they had planned on and quoted for a standard finish, despite that fact that we were completely upfront about what we wanted, and what we ended up with was exactly what they had quoted-- Bona white sealed with Bona Traffic HD. When I came back the next day (it's now the 21st), there were spots all over the floor. Several spots where they had sanded right through the white stain and then sealed over it, a few where it looked like they had tried to patch the white, and it was much more white than the surrounding areas, and even more bootprints that they had missed. I called and emailed pictures to Bobby Lovell, telling him the work was unprofessional and we refused to pay for it. On the 22nd, I received a phone call from the field supervisor, who wanted to come look at the floor. He came out and wanted to try another patch job. As I kept pointing out more and more spots that needed to be fixed, he finally agreed to do the whole first floor. He told me only a few companies in the city would even attempt a white floor, and that those footprints would never show up on a brown floor, then said he wasn't making excuses. I again reminded him that we had told them from the beginning, before they even came out to quote the job, that we wanted a white floor. At this point, we were scheduled to have our ikea kitchen delivered the next day, and our things delivered from the storage unit on the following Wednesday. We arranged to have everything delivered upstairs, and we would have Lovell's return on Thursday (the 28th) to refinish the first floor. Strangely, I received an email from Bobby on the 26th saying that they could either deduct 1/3 the cost of the quote or refinish the first floor. It was as if he hadn't spoken to his field supervisor in those four days, since we had agreed on the 22nd to have him come back on the 28th. In the end, they did take off the cost of the stain we purchased, and the job they did was fine, but we were extremely frustrated by the lack of communication, dismissive attitude, and delays. There are also a lot of large chunks of "stuff" trapped under the finish of the floor, which, when we asked about it, we were told is to be expected in a man-finished floor vs. a factory-finished floor, even though no one was in the house while the floors were being finished. The other complaint I have is that Lovell's touts on their website that they are a family company with no subcontracting. But the guys who did the work wore Prestigious Hardwood shirts, and we found receipts for items that had been charged to Prestigious.