HERITAGE HARDWOOD

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In a world where craftsmanship is a lost art and customer service is a lost concept, Heritage Hardwood has restored my faith in both concepts. Terri was incredibly knowledgeable about wood options and guided us to the best choice for our new home. When the construction was delayed she was flexible on installation. The quality of work showed the pride her workers have in what they do. When the stairs had four coats of finish,Heritage Hardware called for another coat to make sure that the finish would wear well. I would recommend anyone to take the time to talk to Heritage Hardware if they are installing or refinishing their floors. They have pride in their work and in how they treat their customers. I

We contracted Terry and her crew to sand, and refinish 2000sf of original white oak floors in our 1953 home. Our experience started promising mostly due to the amount of promises that were made to us by Terry. Terry made us believe that she would be able to handle a custom stain when we signed with her. The new material that had to be installed in my kitchen looked great and looked great woven in with the existing original floors. I started asking for color as soon as we signed at the beginning of September. It is now November, and all I received for color selection was a box of miniwax stains, oils, and supplies to find my own color dropped off at my jobsite. Worse, there were absolutely no instructions as to how to achieve any of this with these supplies. I was under the impression that I had hired flooring PROS. If I was going to do this myself, why was I paying the price I was. The communication was non-existent which made this process all more stressful. Floors are done last, so I was selecting every other finish for the completion of the my home, with no clue as to what would be possible with color in my home. Email after email went unanswered and not one phone call returned. Finally Terry emerged with excuse after excuse of how busy she was, and whose floors needed to be finished. She rescheduled appointments throughout the day when we were supposed to meet, with no regard that for anyone else's own schedules, assuming that we all would bend to her and be accommodating to her flustered approach on everything. Customer Service is non-existent with Terry, in fact, I highly doubt she even knows the meaning. Nor does she know the parameters that she should work in. Once she realized that she wouldn't be able to handle a stain in the grey family, which is commonly done, she could have easily admitted defeat, instead of wasting my time and delaying my project needs. In the end I was never presented with a sample of anything, grey or otherwise. I am having to move forward and replace Heritage with another company in order to get my floors completed, since the scope of the job was only half completed. I cannot work with someone who is as unprofessional as Terry and dishonest about their capabilities.When you are laying out close to 10k for flooring, the least someone could so is return a phone call. Word around town amongst the builders and contractors is that she has taken on too much and has over promised everyone, and as a result cannot handle the scheduling, thus running 5 weeks behind schedule on almost everything. Her personality is rough, and might be worth the headache if she could deliver the rainbows she promises, but she was not. If you are able to work with these parameters and no customer service, this could be your company for your flooring needs. After two months of waiting for something, anything, I was done and had to move on. Thank goodness that I got some work done for the money I paid up front. Do your research. There are more flooring specialists in town that far exceed my expectations of service and professionalism.