Millwood Remodeling & Design

"I am baffled by this review. We were called on to do a visit to the residence for a free consultation regarding damage and warping hardwoods in the master bedroom. I took along my most experienced installer and he suggested doing moisture readings to determine if there was moisture under the wood causing the damage. We took measurements and found excessive moisture under the wood. We decided to continue measuring to see how far the moisture extended. We found excess moisture under all of the rest of the wood in the house as well as damaged, warped wood in the family room. I made a recommendation to the realtor, who was representing the out-of?town owner, that: 1) a plumber should be called in to determine and remedy the source of the water leak, and 2) they have another party come in to take moisture readings to see if they come up with the same results, as I have never experienced moisture readings this high over such an extensive area. I documented everything with the homeowner via an email. I called and discussed the review with the homeowner and he said the review was not written by him, but rather, by a representative of Home Advisor. He even indicated he might use us to do whatever work may be required. We didn?t charge this customer a single dime."

"I am very disappointed by this review as we have extremely positive reviews from our other clients. The following is a chronology of events: We installed the floors in question in early November, 2016 and acclimated them for one week which is industry standard. The wood was covered during transport and was not exposed to water. The installation was completed and the client indicated they were happy with the product. We had no indication there was any issue with the flooring until Monday, September 25, 2017, almost 11 months later, when the customer emailed us. The email stated ?there has been considerable bowing and buckling in the last week?. We went to the customer?s premises the next day and determined there was a significant moisture level under the floors. After removing a section of the floor, with the customer?s permission, we found a large amount of water under the floors. At the customer?s request, we came out again after the leak was repaired, on the following week. I told the customer that the damage should be covered by her homeowner?s insurance. The customer stated that they thought the damage should be covered by the warranty. I explained that the warranty did not cover water damage. The customer?s sister told me that she thought that there was damage elsewhere that was not related to the water leak. I explained that water will spread-out under the wood and that the cupping in the other area was related to the leak. I brought our most senior installer with me and he affirmed that all the damage was a result of the water leak. In the customer?s review she has accused me of cursing in front of her child. I am a Christian man and I do not curse, especially in the presence of a child."

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