Kyle did fantastic work. He was here every day for 5 days, on time, and worked tirelessly to install and stain new hardwood on my second floor. He very clearly knows what he’s doing. He is friendly and professional.
The reason for the missing stars is Dean.
Dean asked for final payment (half of the total job balance) before Kyle had even finished the job on Friday. The first time I asked to wait until it was dry so we can check it out. I texted him a few hours later that some minor trim pieces were forgotten (no big deal), but that the stair grain was extremely rough compared to the other flooring. He said he’d come by Monday morning to review.
Dean comes Monday morning and I can sense he was frustrated he had to be there. He said that they can hand scuff and recoat to see if that’ll help and they’ll fix the trim. As soon as Dean finished on the stairs he wanted final payment. I said I’d prefer if we waited again until the finish coat he applied was dry so we can touch it and see if it’s better.
Dean raised his voice and said that he “wasn’t happy” and he needed money in the bank, the job “per the contract was completed” (even though it wasn’t even dry yet), and it wasn’t fair to him that we basically weren’t trusting him. My husband told him we could pay him half the balance due, but we really just wanted to wait a few hours until that final coat was dry. Apparently that was unacceptable to Dean and I eventually had to ask him to leave.
Funny thing is, if Dean had waited just a few hours, I would have texted him the stairs are much better now and this review would have been 5 stars. He got his full payment less than 16 hours later. Going forward, I hope Dean realizes the customers problems and concerns should be shared with him, not the other way around. Dean did apologize and acknowledged his behavior was unprofessional, but that doesn’t really change my experience with this whole ordeal.
Overall, very happy with the workmanship, but disappointed with the personal side of the transaction.
