Not Sure if this is a problem with Newly Sanded/Coated Timber Floor

[RenoGirl]

We have just had our radiata pine timber floors (about 35 years old) re-sanded, stained and coated.

We are disappointed with the finish.

My query is, do we have a right to complain to the company who did the work or are these normal issues to expect:

1) Circular scratch marks all over the floor.
2) Small bubble like spots all over the floor.
3) "Orange-peel" looking areas in the coating in sections.
4) Sanding not done close to carpeted areas - stain and coating has been applied over paint spots. Also very rough areas adjoining the carpet where the floor appears to not have been sanded properly.
5) A small area - say 15cm square - that looks to have been completely missed out of the topcoat.
6) A couple of head hair in the coating.
7) A piece of timber stuck in the coating.
8) Some knots not filled.

Maybe I'm being quite picky but my frustration is being compounded by the fact that after 3 phone calls and 2 emails since Monday this week, no one has got back to me from the company to discuss my concerns. Additionally, we received the invoice for almost $400 more than we expected.

Any advice would be appreciated.

Thanks,
RenoGirl
P.S. I'm so over this renovation business - it's doing my head in

[Vernonv]

It definitely sound like there are a few issues with their quality of work.

Did you get multiple quotes? - how did their quote stack up (was it the cheapest by far).

The first step would be to not pay the invoice and to persist in getting them to at least address your concerns. If you don't pay the invoice it gives them some incentive to sort the problems out.

Also ask them why they charged $400 more than what they quoted.

[RenoGirl]

Thanks for your reply. I just want to make sure we're not overreacting and that our concerns are valid before I start winging too much.

They were actually the most expensive but we went with them because they are meant to be good - I only got one written quote but 2 square metre prices verbally - this company has won a number of awards and supposedly have a great reputation and cater to the "fussiest customers".

We definitely won't be paying the invoice until something is done, but if a recoat is necessary we also don't want to have to move out again - could we demand compensation via a reduction in price if that had to happen???

[Dusty]

You have every right to complain. Your the paying customer.

The best thing to do is get some other floor sanders in to take a look at it and give you their professional opinion. This way you'll know for sure that your not over reacting and being too picky.

Don't pay them a cent until it's right. And if they don't want to try and fix it then pay another "better" company to do it it for you.
However, I do think you will struggle to get compensation if you have to move out again, so probably best to forget that idea.

It's a horrible situation your in at the moment as you just want to get your life back together, but don't give in until your satisfied.

Tell them to jam the extra $400 up their jumper.

Good luck.

[OBBob]

They'll return your calles when they realise their invoice hasn't been paid.

You probably have ... but take some dated photos early because floors deteriorate pretty quickly with general living and you don't want them to try and blame tha marks on you.

[Larry McCully]

You have a right to express your disaproval. When proffesional contractors complete work for a builder, we dont get away with anything. If a architech is on site ,then it is even a higher standard that is required. Every thing you mentioned in your post is repairable except mabe the circular marks. This is caused by a low grit screen back on the final cut with the polyvac. possibly a 100 grit and not followed up by finner grits to remove any sanding defects. A good contractor will create a panio top finish on the exposed timber prior to coating. The same as a cabinate maker would on a fine piece of furniture. set a standard before paying the bill, and give the contractor the oppertunity to repair the floor. If he wont then refer your complaint to the Dept of Fair Trading NSW.

[RenoGirl]

Thanks for the further replies. Since my first post we have found a further three spots that have obviously missed out on the topcoat. Arrghhhhh so frustrating...........they are meant to be professional!

After emailing our complaints, we have now received a revised invoice for the amount we were expecting but have not yet received any response about our issues.

We have had some family and friends come over to have a look to get their opinion and they are in agreeance with us so it is reassuring to know it is not us overreacting.

OBBob - good idea about taking the photos. We'll do that today. I'm sure you're right that we'll hear something when they don't receive our money. We're happy to pay once the probs are rectified but not until then.

Larry - thanks for your info about the sanding. The circular marks are so disappointing and really ruin the look of the floor. I'll take your advice about the Dpt of FT if we don't get anywhere. It sounds like they are not a good contractor then, if the sanding grit chosen was not suitable.

[WorkForBuilders]

"They were actually the most expensive but we went with them because they are meant to be good "----please remember you r paying the top dollars not only for the finishing flooring itself,but also for the service.
To me seems like there is no customer service at all from this company and this really pisses me off!

[RenoGirl]

Ok, so three months later, after two bookings when they didn't show up to do the repairs on our floors, they did actually arrive - amazement.

The problem is, the repairs are a bit dodgy too.

Can any of you professionals or anyone really who knows, is it dodgy to use ordinary putty to fill knots in the floor after the floor has been coated? They used dark brown putty (mission brown) on a pale cherryish coloured timber floor. And now the putty is still soft 4 days later and has bit of dog hair and dust stuck in the top of it. It looks apalling.

Help?!?!?

[Larry McCully]

I think it would be best if you comunicated with the department of fair trading and point out your concerns. They are the best ones for handeling situations like yours. they will send out a officer and will handfle it on your behalf if they believe their is a need for action. The Dept of Fair Trading are responsible for trade inquiries in NSW.

[westcoast]

I can understand your frustration. I had a similar problem with a roofing contractor who was recommended by friends. They did an appauling job, which took almost 2 months longer than anticipated just to get them onsite.. then I had to call them back about 4 or 5 times. They left rubbish everywhere including smashed beerbottles, iced coffee containers and one bottle which Im convinced contained urine - not too impressed....Best advice I can give is document everything - take photo's, make notes of who said what and when, seek advice on acceptable industry standards and then don't pay a cent until they have fixed it...If after a reasonable period they haven't fixed the problem get someone else to but above all don't pay the original contractor uness satisfied....as for compensation - would't bother even thinking about it.

[Mcblurter]

Am doing reno's myself and is doing my head, even though things are going well!!!!
Two times I've had to complain. Once when we got our roof repointed, old tiles replaced etc. They had left all the old pointing in the gutters. I rang and asked was this what they did and they said no. The woman then talked to the boss and I could hear her say, "he's done this before, blah, blah, blah" so they came out and fixed it.
Most recent was our roof windows and the plaster shafts. There were lots of chips, ridges etc so what I do now is to start by thinking it's an honest mistake. I took photo's and sent an email to the boss of the company saying that I wanted to check the quality of their finish, when they finish something to a standard that they say is paintable, do they mean this or mean that I will have to spend a few hours touching it up first! They replied saying no it should be paintable and organised to fix it straight away.
With your experience however I would be recording all conversations (emails are good as you can keep them) and I would also check with their advertising or what they say is the standard they finish a job and not pay them until it gets to that standard. Is there a head office or a Manager or someone high up you can contact?
Cheers
McBlurter

[Bleedin Thumb]

What I would do is ....pay an independant building consultant to do an appraisal/report.
They will say if it is or is not up to acceptable industry standards and if not what has to be done to rectify the problem.
If there are rectifications that need addressing send a copy of the report and a letter of demand to the floor people requesting that the work be completed by a certain date and if that is not done you will engage another company to undertake the works.
The cost of the remedial works shall be deducted from their original invoice and if the cost of remedial work is over their invoice they will be liable for any difference.

It would be best to generate this from your lawyer, but do as much work/ draft the letter yourself to save on lawyer costs.

N.B this course of action will only work if you haven't payed them yet, if you have its the Dept of Fair Trading and about 12 months wait (if your lucky)