Paul's European Touch Pro Wood Floors

"I'm sorry this customer is not happy, as I aim to make all my customers happy. As soon as I had heard about her complaint, just as customer said, I was there 2 days later to address it. This much is true. What is unfortunate is that all other facts, as presented in this complaint are not accurate. Fact #1: Job was completed in 2009, NOT sept of 2011 Fact #2: I was contacted 2 years later for the first time in 2011. Fact #3: Customer's main complaint was that the color had "worn off" the floor, especially where she had been cleaning the most. She showed me what she uses on floors. It was a water based polish. This is completely the wrong product to be using on wood floors. We had recommended a proper wood floor cleaner to customer, unfortunately she took it upon herself to use another (wrong) product. This polish left a dull, haze on wood floor. I took a cloth and put some CLEAR finish on her wood floors. The color came back instantly. We originally used a darker, cherry color stain, so the fact that a clear finish brought the color back, proves that the stain that we had put down did NOT in fact wear off. Fact is, the polish left a haze on top of the floor making it "look like" the color had faded, which the clear was able to counter act. This was good news, because it meant there was nothing wrong with our finish, the stain had not worn off and the fix was simple: buff and apply clear. Fact #4: Floors looked amazing and like new everywhere she had NOT used her polish. Fact #5: Even though it had been 2 years since job was completed AND customer used the wrong product which was the sole source of the problem, I had offered to come back and buff and clean floor and apply a free clear coat, just to make her happy. Fact #6: She said OK, but either did not want to or was not able to make appointment then and there, so she said she would call me and let me know when we could come to do what I had offered. Fact #7: I had never heard from her again. Again, I am sorry customer is not happy and I had offered to come back (2 year after the job was completed!!!!!) and I would much rather spend my time making an unhappy customer happy, than typing on Angie's List, but I have to defend myself against false allegations here. Please note the inconsistencies in her own words and timeline. Customer claims job was done in Sept of 2011. She filed the complaint in Dec 2011. Yet, she writes "the stain wore off in 6 months". Obviously her timeline is off completely, as there are only 3 months between Sept and Dec of 2011. She fails to mention that she had been using the wrong cleaning product or that I had offered to come back after 2 years, but she never opened her home to offer me to opportunity."

"This client had some legitimate complaints about a particular employee, who made some mistakes on the job, mostly involving saddles and more near edges or wall. There were no complaints regarding the flooring itself. I (the owner) personally went back and took care of his concerns. To the best of my understanding, he was satisfied with fixes. He paid in full. Said particular employee was fired. I am sorry for the bad experience. I never tried to excuse any mistakes and did my best to correct everything."