Mr Sandless® Inc
About us
Cost is determined by the job.
Business highlights
Services we offer
& Base Boards & Quarter Round Installed, & Laminate Floors, & Move & Replace Your Furniture. New Floor Installs! Tile, Boards Replaced, Concrete And Stone Refinishing., Including All Hard Woods, Pre-Finished, Remove Your Carpets, Soft Woods, Vct, Wood Floor Refinishing Without Sanding
Amenities
Emergency Services
Yes
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
Number of Stars | Image of Distribution | Number of Ratings |
---|---|---|
73% | ||
10% | ||
5% | ||
7% | ||
5% |
They confirmed timing he night before and then showed up an hour late. When they got done they explained that they would put all of the furniture back but we needed to wait 48 hours to put the carpets back so in effect we had to move all of the furniture ourselves. The manager of the business was jerk and should not be trusted. He was very specific when we reviewed the job in advance that they would be done in one day. Not 48 hours later and you get to move the living room, dining room and family room furniture yourself...He actually tried to explain his operational definition of what when "the job is done" means. He actually said If you don't pay now he would have the team take the finish off.....
Where was the guaranteed satisfaction
John
A month later - the new finish in the kitchen was almost gone - I used only their product (they told me I could no longer use Bona and had to buy theirs to keep a warranty in check). I contacted them and they said they would come out. I got an email that they would come out on a Friday and they would let me know the timed - knowing their untrustworthy, when I did not hear back from them as to the time, figured they weren't coming out.. That Friday morning I go a call from the tech saying he was on his way - however - I had already left for work and I told him no one reached out to me to tell me the time so I figured they weren't coming - the tech was surprised no one reached out and said they would reschedule - however when I went to reschedule I was told it would cost me $100.00 because I "missed" the last appointment. I argued but figured I needed these floors fixed! For the amount of money it cost it looked like CRAP in the kitchen. I finally agreed to pay the $100.00 and NEVER HEARD BACK from them.
Finally- the last straw was 2 weeks ago when I was cleaning - the finish started flaking off - it as like skin pealing. I took pictures and sent it to Mr. Sandless again - that was 2 weeks ago and I still have not heard how they plan on correcting this.
I am filing with small claims court
"Dear Ms. [Member Name Removed], The information you provide here is not true. You had our two top guys on the job who have serviced more floors in the Philadelphia region than multiple other companies combined. There was one visitor on your job who was there to watch only. Next, you waxed your kitchen floor and voided the floors warranty. That wax had to be removed in order to finish the floor. What you say was burnt was caused by you. I personally stopped by your job and examined the floors. They looked incredible and as such you signed that you were completely satisfied and you paid in full with no complaints. We received no calls or emails from you since the job was completed. I will have our manager call you to see what the real issue is. There is absolutely no reason to give us an F grade because I have the pictures of your job and can prove how good they look."
I did find that while Ruth was very pleasant and responsive during initial conversations, she was less so during conversations once the work had been scheduled. I was also a bit surprised to find that they would not schedule the work until a downpayment was made.
Two days after the job was completed, I noticed that no care had been taken to protect the staircase molding and spindles from the the finish and it (the finish) was on the molding below each riser. When I called about it, I was told by Ruth that is covered by a disclaimer in the contract and it really isn't a problem, as they use a water-based polymer. There is no mention at all of the possibility of finish getting on the moldin in the contract. I told Ruth I am concerned because I am having the front hall painted and I don't want this to affect the job. She called me back to tell me it wouldn't be a problem. If I am using a professional painter, they should prime and that should take care of it. I have a call into the painter to explain the situation and get their opinion. A second call to Ruth has gotten no reply.
Submitted April 30th, 2012 In January 2012 we contracted Mr. Sandless to remove light surface scratches from pre-finished hardwood floors in the foyer area of our home. The living room, office and dining room areas are all connected to the foyer so all areas were to be done using their wet sandless process. Ruth, at the Mr. Sandless Philadelphia branch agreed that they could do the job via phone conversation, so pre-inspection of floor was not done. Note: The floors were just under five years old when Mr. Sandless worked on them. Three of the years the home was used as a model home by the builder with little use. We have lived in the house for the past two years so the floors were in excellent condition save for the light surface scratches in the foyer.
The first job was almost complete when the Mr. Sandless crew lead expressed concern that he was not satisfied with a small area in the office. He told us that he would need to return and start the entire process over.
The Mr. Sandless crew returned for the second job and completed it after dark, stating they were complete but that we could not walk on it (and therefore not inspect it) for a few hours until it dried. Upon inspection a few hours later we found significant damage to the quarter round, baseboards, columns and walls throughout the area that they worked on. Including splashing of stain on walls, baseboards, etc. as well as areas where paint had been pulled off the quarter round and baseboard from where they had left painters tape on for over two days. Additionally, the floors were splotched and unevenly finished.
We called the Mr. Sandless Philadelphia branch (where we contracted the service) and notified them of the issue. They offered their apologies as well as to schedule a time for a crew to come out and survey the damage as well as clean and repaint the baseboards, etc. They also stated that no stain should have been used so the crew apparently did not follow the proper process. Another crew came out and repainted the damaged areas (using our original builders paint) and notified us that another crew would be scheduled to come out and fix the floors. We re-painted the walls in the office as they had stain all over the lower parts. According to Mr. Sandless, their wet process could not be used a third time so they would need to use their dustless sanding process to strip the floors down to the bare wood, stain and seal. They also offered to allow us to pick any color, which we did. Upon completion of this job, the crew left, again stating not to walk on the floors for a few hours to allow for drying. After a few hours of dry time, it became apparent that the sanding was not done correctly as the floors were ?rippled? throughout as well as showing swirl marks, most noticeably in the corners.
We again escalated the issue to Mr. Sandless? office and was this time directed to their corporate office where Len (do not know last name), the Vice President, agreed to come out and survey the issue. Len, along with the crew head that did the dustless sanding (Bruno), came to our home to survey the work. Both agreed that something had not gone right that caused the rippling and swirling and agreed to try again to do a light surface buffing to even out the floors then have the wet sandless process done again to restore the color and shine (they later denied committing to the wet process again).
The dustless sanding process was done again to the floors and was stained and sealed. Throughout the day the crew head (Bruno) confirmed with us that he had spoken to Ruth at the Philadelphia branch and that the wet process crew was scheduled to come out the following day to complete the job. The dustless sanding crew completed the job and left. Shortly after their departure, Ruth called and left a voicemail stating that she was made aware that we were expecting them to return to do the wet process but as far as Mr. Sandless was concerned, the job was complete and they had no intention of returning. By the time I called her back the floors had dried and it became apparent that once again the sanding was done incorrectly and the floors were still rippled throughout. In addition the floor was now approximately 1/2? below the quarter round leaving a gap between the floor and walls. The floor was also sanded down to the point where the nails were showing.
I again contact Ruth at Mr. Sandless Philadelphia branch who confirmed that Daniel Praz (Mr. Sandless president) stated that they considered the job complete and were not willing to do anything further. I left two separate message for Mr. Praz over the course of a few days asking him to survey the floors himself to understand the damaged state the floors were left in. The last message I left stated my intent to escalate to the BBB unless I received a response.
Mr. Praz and Len called me back and stated that they did not feel there was anything further they could do using any of their processes. He continued to state that he felt the floors were left in very good condition; however, he did not accept my invitation to survey the floors himself in person and was only going by pictures taken by his crew while the work was just being completed. He also stated that he felt that the quality of the wood used in the flooring could also be part of the issue. The pre-finished flooring used by Blenheim (builder) is rated as High Grade per the insurance adjustors claim report.
Mr. Praz and I agreed that Mr. Sandless would submit a claim to their insurance company for replacement of the floors. Mr. Praz advised that he believed the insurance company would probably depreciate the cost to replace enough where it would not be worth it, but agreed to do it anyway. Knowing that the floors were only a few years old I did not believe that much depreciation would be applied (which was correct based on the insurance adjustors final claim report).
After providing the insurance company (Ohio Casualty) with the specifics of the damage they sent an independent adjustor (Capstone ISG) to assess the damage. The Capstone ISG adjustor confirmed that the damage to the floors was evident (rippling, gap created between floor and walls, nails showing) and that the floors would need to be replaced. He also confirmed that the damage was a result of the workmanship/use of sanding equipment by the Mr. Sandless crew.
In mid April I was contacted by Mr. Sandless? insurance company (Ohio Casualty) representative on the claim decision that they had provided to Mr. Sandless. It was explained to me that the claim was being denied on the grounds that it was the work performed by Mr. Sandless that caused the damage to the floors and that their insurance did not cover that kind of damage. He stated that we would need to engage Mr. Sandless direct to have them return the floors to pre-work condition which would require the replacement of the floors as defined in the insurance adjustors report.
At my request, Ohio Casualty released the adjustors report to me. The report shows a Replacement Cost Value of $11,337.77 and an Actual Cost Value of $11,188.50 (to accommodate for a depreciation of $149.27).
After my discussion with the Ohio Casualty representative I left a voicemail for Mr. Praz requesting he contact me to discuss how Mr. Sandless would rectify the situation. My call was never returned.
I submitted this complaint to the BBB in an attempt to recover the cost to replace the floors damaged by Mr. Sandless. I am able to provide the claim adjustors report as well as photographs documenting the damage. I have also confirmed that I can have statements from both the insurance company and the insurance ad
"Mr. Member signed stating he was satisfied THREE times but called the next day, each time, to say he was no longer happy with his floors. We repeatedly attempted to appease Mr. Member even though he had signed off acknowledging satisfaction. Mr. Sandless has a 100% satisfaction guarantee that is published on our web site. It states: “At the opening of service, we will examine your floor and put in writing to you any unusual issues or problem areas you may have. We will explain solutions to these particular problems as well as to put them in writing to you so that there is never miscommunication regarding our service. At the time of closing out the service, you will have an opportunity to examine your floors. If you are not satisfied with the service other than the problems explained prior to service, simply point out your area of concern and we will address those areas. If we cannot satisfy you, you will not have to pay for that area. Signing the invoice acknowledges that you are satisfied with the service. After that, any issues are covered under our warranty below.” Mr. Sandless is licensed and insured which is why Mr. Member received a check from our insurance company to have his floors refinished elsewhere. Also any questions or information can be sent directly to my email ([email protected]) instead of the main Mr. Sandless email"
Bruno, Pat, Gee and Terry unpacked the equipment and set to work. These four young men were tireless, professional, hard working, polite and incredibly pleasant. They worked all day finishing around 4. They moved the furniture without making a mark. They placed it where I wanted it and did so with good humor. Over the day they frequently told me how the job was going.
I love the floors. I selected a gloss finish as I love a shiny floor. The floors were dull and old. They are now beautiful, perfect and glisten. They look great and the floors here are 73 years old.
Mr Sandless is blessed to have employees of such professionalism, quality and character. They represent the company beautifully. Ruth was also helpful and informative.
Bravo and well done Mr Sandless.
"Mr. Sandless, Inc. did not service your floors. Mr. Sandless is a franchise system with independently owned locations. My location where you posted your report services Philadelphia and Delaware County Pa. and has no record of you as a customer. I have no idea why it took you two years to post this, and why you are posting it to my location when my staff didn't do the work for you, but I do invite you to call our office (610) 364-2085 and set up an appointment so that we can see if my location can help you. If you can explain why you waited two years to post, why you are posting on my site when you were not my client, what the issues were and why you were not happy, I will send a crew to you at no cost to you. In agreeing to do this, I hope that you will immediately recant this report from my Angie's List. Thanks."
"Thank you for the kind words! My entire staff has a code of honor where we will give the best service possible and this is the kind of work I expect from my staff!"
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