WOOD REFINISHING BY SUE WHEELER

I asked for a quote for refinishing if a night stand and dresser. I received a prompt reply with an estimate for the work. I decided just to do the night stand and responded within 2 hours. I did not hear back from them on making arrangements. I followed up a few days later asking what I needed to do to set up the work. Have not received a reply to date.

First, let me say how much I appreciate the care that Ron, the employee who did much of the work, took with my home. While the work was outside, he took steps to ensure that the insider was protected down to covering the doorknob outside. I have had service providers who were doing work in my home take less care so this was significantly appreciated. It took several days but it was well worth it. The work was done professionally and I am very pleased with the results. This was the second time I have used Sue Wheeler's wood refinishing services and I would not hesitate to use again and in fact plan to do so.

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In general, the job is okay but some parts look bad. The craftsmanship and workmanship are inconsistent. She was personable and always did try to fix things, though, and listened to my concerns. There was some paint left behind and a few sticky footprints. They didn't tape areas off at first. There was a part that they sanded that looked really good. I had to prompt them to sand other parts out. I think they did their best, but I was glad when it was done and I wouldn't use them again. I'm not sure if they knew what they were doing.

The job was eventually completed, barely satisfactorily, but the owner (Sue) was extremely unprofessional. Let me explain: 1) Two other workers stripped and sanded the door. They were both courteous and punctual. But after that, the owner took over and customer service suffered. 2) After the first coat of varnish went on, I noticed numerous large drips and several areas in the trim around the window where stain was never added to the wood in crevices. I mentioned this to Sue. She replied "What kind of x-ray vision are you using?" If my untrained eyes could easily see the drips and lack of stain, why couldn't she? After this conversation, her demeanor remained curt, sharp, and brusque. Sanctioning a paying customer because you refused to take the time to review your own work--unprofessional. 3) She (or someone...I wasn't home, not sure if it was her or someone else) sanded between coatings. But they left a huge mess on my porch again. This time I called Sue about it. She told me that she did not carry a vacuum or broom in her van. She asked to borrow mine. Leaving a worksite a mess and calling yourself a professional wood refinisher--unprofessional. 4) After the second coat went on, I returned home from work to see that many of the same drips remained, and she had only addressed about half of the areas where the stain did not get into the crevices near the trim. I called again. Stunningly, she asked me to use blue tape to mark the areas. I agreed because its my house and I just wanted the issues addressed. But it is exceedingly frustrating to have to go out and provide the type of quality control that she should have provided for her own work. I wish I could attach pictures to show the areas that remained AFTER she was supposed to address these problem areas. My door was peppered wth blue tape. Asking a customer to do the QC you refused to do--unprofessional. 5) I called her to tell her the problem areas were "taped" as requested and that she really should have provided her own QC. Incredibly, she told me she was very busy with other jobs and had already stayed at my house far later than she wanted to that day. Telling a paying customer that you were too busy with other customers to this job correctly--unprofessional. 6) She demanded final payment before she came back out again. I told her she received the first half up front, but I refused to make final payment until she had addressed the areas. She told me "I expected payment yesterday." I told her that I expected a decently finished product yesterday, but since that did not happen we would settle up when she came back to properly address the door. Demanding payment before you provide even an average level of service/product--unprofessional. 7) We met the next day. I pointed to the taped areas. She peeled a piece back and told me that I needed to use my fingernail to scrape off "small drips" such as this. I replied that I had the doors refinished before (and had refinished several others indoors) and that any drip that could be scraped off with my fingernail was an obvious drip that she should have addressed. Besides, I have never had drips like that on any door before. She actually snorted and kept working in silence. Refusing to acknowledge that she left obvious drips and parts unstained even after you had the customer find your mistakes for you--unprofessional. The snort was beyond unprofessional. 8) She addressed 95% of what I pointed out that day. When she was finished, she called me to the door to review. After I noted that she did not get everything, she again mentioned how much time she had spent away from her other jobs. I opted to pay her and just be done with it. Walking away from a customer who just paid you $1500 and had to help you locate obvious, rookie mistakes, all without even a "thank you"--unprofessional. 9) I will have to work at correcting the last 5% that she could not see (despite the blue tape) or refused to address. But what galls me is her attitude with me as I pointed out very obvious and large drips. Some were multiple drips in one area. Some were up higher where I can guess she just did not want to take her time and apply lighter coats so as to avoid the drips. That would have meant multiple trips up her step ladder? I'm a laid back guy and definitely not a perfectionist. But her wood refinishing skills were just not to any professional standard. And her attitude after I pointed out problem areas--unbelievably rude and unprofessional.

Sue Wheeler put us on a waiting list months long. When our turn came up she met me at my home, discussed the job (sand, stain and seal) and required a down payment of half. Her employee started the job. He sanded the door and removed the weather stripping. He said he would need someone else to come over to help him take the door off the hinges to replace the weather stripping. He said Sue would find matching weather stripping and bring it over. This would be done on a different day because they are so busy. Sue later called me to ask if I wanted the door stained. "Yes, to match the inside of the door- i thought we already discussed this" I told her. Her employee applied the stain the following day. Then he returned to apply the seal. Spots were missed with stain- which i pointed out. Sue showed up to repair missed spots. Another two coats of seal were hastily applied. I pointed out the thick, runny areas- Sue wiped them off with her fingers. She demand payment. I asked about the weather stripping that was not yet replaced. She brought an inferior type of weather stripping that would need to be screwed into the door face from her car and said "this is all she could find a Home Depot." I explained that I was told the same type of weather stripping would be applied (under the door style). She told me to "goggle it" to see if I could find some or go to the hardware store myself. She demanded payment. I gave her the final payment with the understanding she would return. Three weeks later- I have a 1" gap under my door with no weather stripping and she will not return my phone call.

Sue provided an estimate and recommendation for how best to refinish the lovely wood arch entry into the dinning room. We got a competing estimate but felt Sue's was best given her experience with the project. We wanted to lighten the wood color and bring out some highlights in the wood panels. But we did not know exactly how we wanted it. The woodwork was sanded so we could see the light and dark areas. Sue then put a couple of light stains on different areas of the wood so that we could see what they look like. We appreciated her experience with refinishing this type of architectural feature, it was helpful. She was also patient with us as we asked questions and figured out what we wanted done. The job took part of 5 days. She and her crew were on time each day and did there best to limit the sanding dust. The completed work looks great, a big improvement over what it was. My wife and I rare glad we selected Sue to do the work and would recommend her.

She was very prompt in responding to me. The work was high quality. The price was very reasonable. She was willing to do the work in my time frame, which was a little bit tight.

I had a very large, old wooden desk that had been in a basement for 40 years. It had a considerable number of scratches, nicks and stains on it. Sue picked it up, refinished it, and delivered it. The desk looks amazing now! The gentlemen she works with to pick up and move furniture were professional and friendly, and I couldn't be happier both with the quality of service, and how wonderful the desk looks now.

See above.

I bought a set of used, oak, full leaded glass, double front doors for my house. Sue Wheeler and her carpenter refinished the oak, cleaned the glass and lead, installed insulated glass (which I requested), built the door framing and trim, fitted new hinges, knobs and locks, installed, trimmed and weather stripped them. They look beautiful and work perfectly! I couldn't be more pleased!

She was wonderful. She referred me to another company because she doesn't do the screen door part. She did an excellent job. She did a perfect job with the stain glasswork. No one can tell it is not the same as the one for the existing window. She refinished both sides of the existing door without pouring out in front of the house or taking a door away, which most other companies wanted to do. She was less expensive than they were and faster. She was efficient and punctual. She was well crafted. We would not hesitate to call her and recommend her.