FAQs & Customer Responsibilities
Please read the items below regarding your project:
Estimate Notes: Please remove all breakable and small items from rooms to be installed. If at the time of installation it is determined that the sub floor needs to be replaced or repaired, additional charges will be required. Concrete Leveling is priced per bag and minimums may apply. If moving of furniture requires additional time, there may be an additional charge. Any furniture or appliances (Fridge, etc.) left in the vicinity of the installation is subject to damage and we are not responsible for damage or breakage. Door Cutting, Caulking, Door Trim Repair, High Moldings, Custom Trim/Moldings, Trim & Door Repair, Wall Marks, Appliance Damage, Cabinetry Repair, Plumbing, Electrical, Painting, and Sheetrock Repair, if needed, to be done by others. Please verify materials are free of defects, scratches, fissures, and/or markings before we arrive. Please be onsite to review and watch the entire process, installation constitutes acceptance. Repairs are open contract with no warranty provided. Please review the customer responsibilities on our website before we start the work. Wood floors are affected by fluctuating and humidity within your home. To protect your new floor, you should maintain humidity levels within the 30%-50% range and indoor temperatures of 60*-80* F. One way to maintain these recommended levels is to use a humidifier during the dry, winter season and a humidifier and air conditioner during the humid, wet summer season. Nevertheless, seasonal gapping should be expected with all wood flooring and does not necessarily constitute a product or installation defect.
START TIMES: Our start times for the first day are generally between 8-10am on the first day. Applications of polyurethane and return trips will be scheduled on-site and will be assigned in a 12-hour time block. We may need to work up to 10pm at times. Please advise if there is a preference of working hours. The times shown on the calendar are a best-guess estimate. Please allow an additional three days of work in case of additional touch up work on boards, dust removal, poly issues, or if additional coats are needed. Saturdays and Sundays are up to the foreman and not included in our time estimates unless a conversation was given before the job commences.
SITE CONDITIONS: Please maintain your home's temperature between 65-75 degrees and humidity levels between 40-50% at all times. If it's a little outside those areas, it should be fine but try to maintain those numbers and your floors will look great for years to come. Some homes will show cupping in areas if they are exposed to moisture below or above the floors.
DUST & PLASTIC: We will plastic all areas that may be affected by the small amount of dust that will be present during the installation. We use a vacuum system that retains a lot of the dust and will provide our own cleanup afterward but expect some dusting after completion. Please prepare for some touch-up repair on both stairs, walls and baseboards. This is common after the work to be completed to make everything perfect. Especially during an install or a removal of existing floors, please expect wall and baseboard filling, sanding, painting, and touchups. We don't provide these services.
SUBFLOORS may need additional leveling and or prep to meet manufacturer's guidelines. These items are not included unless specifically stated in the estimate. If at the time of installation it is determined that the sub floor needs to be replaced or repaired, additional charges will be required.
FURNITURE: Please remove all furniture including appliances with flooring underneath. Take lots of care when moving these items. Scratches and gouges have occurred on our projects during the moving process and at times, required a full refinishing to remedy. All valuables and sentimental items should be removed and placed in a safe or away from the home. We once had a customer misplaced a valuable and it was a difficult scene until the client realized it had fell behind her dresser on the floor. It's just best to have all breakables and valuables away and in a safe area. Any appliances left in the vicinity of our work is subject to damage, unless being charged for furniture moving, we hold no responsibility for any damage, marks, or cleaning costs needed. Gas Stoves, Sinks, toilets, dryers, and washer machines are to be installed and reconnected by others. We also hold no responsibility for plumbing needed or water damage. Please contact a licensed plumber to as we don't reconnect these items. Please remove all breakable and small items from rooms to be installed. If moving of furniture requires additional time, there may be an additional charge. Any furniture or appliances (Fridge, etc.) left in the vicinity of the installation is subject to damage and we are not responsible for damage or breakage. Door Cutting, Caulking, Door Trim Repair, High Moldings, Custom Trim/Moldings, Trim & Door Repair, Wall Marks, Appliance Damage, Cabinetry Repair, Plumbing, Electrical, Painting, and Sheetrock Repair, if needed, to be done by others.
SITE FINISHED FLOORS: Please be aware that the floors will not look complete until we're nearing the final coat of polyurethane. Sanding and buffing will abrade the surface and particles will appear. These will be cleaned with our vacuum systems. The staining process, especially with dark or gray floors, may seem cloud, dull, and show stain runs. This is normal. Wood is a product of mother nature and up to 5% of boards may not accept stain and show runs. The final coat will show your sheen of choice and show the final product. If any hand scraping, joint cleaning, joint scraping, epoxy fill, major wood filler needed, or any repairs are needed, there will be an additional charge in some cases. Holes, light areas, lighter boards, small cracks, and gaps between boards are normal and we can not fill in each and every space between existing or new boards. Any major filler work will be an additional charge. All natural hardwood will show marks, holes, wormy areas, and knots will show deviations. All site finish products will have natural fissure cracks and holes present after the final coat has been applied. Site finished products cannot fix each one of these items and should not be expected to be perfect. Please expect touch up paint on baseboards, shoe molding, and stairs. Painters should be called before we start the project to make sure there are no delays for you to have a completed project. Only pre-finished products can provide boards without holes and fissure cracks. Rails and Posts will show a slight difference in color than the floors, this is normal and should be expected. We use different equipment on the floors and we can't provide an absolute match.
REPAIRS and SQUEAKS: All repairs are open contract and may require additional charges if more materials or labor are needed once we start on the project. All proposals are best guess estimates but at times, more charges will be necessary. For example, if more stains are present on a floor after we sand the hardwoods, to meet our customer's expectations, we may need more materials or labor to remedy. Please be aware that these factors are not under our control and we can't be responsible for stains that still show after we finish your project. Please be onsite as much as possible if you have these flooring issues and the final product is a major concern. No warranty is given for any repairs or squeaks that may remain. No warranty given over unlevel subfloors.
MATERIALS and STAIN COLORS: Please review and double check all purchased materials. After installation, we can not remove, refinish, and/or reinstall any floors. Site finished floors are natural products and are not culled the same as a factory finished floor. Please be onsite during the installation to review if board selection is a concern. If you have a concern with colors, stains, holes, and or the natural characters of the wood, please choose a factory finished floor and be onsite during the installation to review all boards. All custom mixed colors, especially grays, may look different in different lighting and once the entire room has been applied with stain. Stain colors are chosen by our customers and but may look different after installation due to lighting and or the aging process. Additional charges will be billed if materials are not accepted by the owner, for any reason.
Misc Items, Baseboards, Shoe Molding, and 1/4 Round: If white primed moldings are chosen, please expect some marks and discoloration on these items. They need to be caulked, sanded, and/or or filler used and then painted to be made perfect. These items are to be completed by a professional painter to be made perfect. Door Cutting, Caulking, Door Trim Repair, High Moldings, Custom Trim/Moldings, Trim & Door Repair, Wall Marks, Appliance Damage, Cabinetry Repair, Plumbing, Electrical, Painting, and Sheetrock Repair, if needed, to be done by others.
LIGHTING will affect dark floors and some other dark brown floors. Whether it's large windows, wall shadows, and even artificial lights - your floors may seem to change color depending on your angle of viewing.
RARE ISSUES: We do need to use the 240 and 110 power outlets on all projects. If there is any electrical work needed after our project, you may be a need for an electrication to visit. This is a rare occurrence. We don't reimburse for faulty electrical boxes, breakers, or short circuits. Ceiling and Sheetrock repair may be needed if the home was built with loose screws or smaller beams. Small pops or wall knicks are not common but small repairs may be needed. These items are not included and to be repaired by others. Any trim, moldings, stair issues, new spindles, base shoe or misc items near the working areas may have unique issues and require outside contractors to repair. These items are not included in our price and to be addressed by others.
CUSTOM MIXES of stains, especially any gray tones may require a signature and/or a change of price. Grey colors may change its look depending on lighting, shade, and what artificial light is in the home. Dark color or grey colors requested on light wood such as maple, hickory, or similar woods may result in an additional cost. We don't recommend mixing of stains as lighting may affect the final results.
AFTER COMPLETION & PAINTING - Do not use Blue Tape if you're having painters touch up baseboards, stairs, and 1/4 round after our work. The hardwood may seem cured but it's recommended to not use blue tape on floors for long periods of time. Do expect some stain, especially darker colors, to show up on baseboards and quarter round. The staining process requires us to use rags apply the stain and the stain WILL mark all perimeters. A painter with a fine brush is needed to paint these adjacent areas. We do clean these areas but touch up paint should be expected to make your trim perfect again. Risers and stringers will need to have a painter use filler, sandpaper, and possibly prime and paint to make these areas perfect. This is normal and is to be provided by a professional painter. We do not provide these services.
CURING TIME - How long do we wait before we walk on the floors? Normally, you may walk on your floors in socks before we arrive each day. Depending on the type of poly used, there is a wait time of 4-12 hours of drying before you may walk on the floors. Please ask us while onsite as drying time is depending on the type of poly used and the humidity of both the home and current season. Pets should wait two days before walking on floors after completion of the final coat. Remember, we may need up to two additional days to fix requests to fill holes or misc. items.
WAIT TIME - How long should we be out of the home or can we stay? This is a tough question to answer but we always recommend staying out of the home if stain, sealer, and/ or oil-based polyurethane is used. There is off-gassing that occurs for many days after the last application. We normally state 2 days after the last coat of oil has been applied. Water-based products are odorless and you may remain in the home at all times. Waterborne finishes dry between 2-6 hours. With some homes, we use a combination of stain (if a color is chosen) and water-based poly, please expect off-gassing with the staining process. This is normal. Please ask for Water-Based finished if you need to enter the home each day and return quickly after the final coat.
RUGS should only be placed on floors after 6 weeks. Curing is still occurring even after your floors seem finished.
PLUMBING & ELECTRICAL: Unless being charged, plumbing, painting, electrical or misc work completed by other contractors are not included in our estimates. Please ask if you have any questions regarding work that's needed to be completed by other trades. We do not reconnect electrical or plumbing lines needed for fridges, sinks, or toilets. It's best to have an expert complete these items that are licensed and insured. It's best to have the assurance that a professional has reconnected these items and you the "insurance" needed if future problems occur.
All Georgial contractor's insurance can be verified here: https://sbwc.georgia.gov/online-employers-workers-compensation-coverage-verification
MAINTENANCE: How should I prolong the life of our new floors? The best piece of advice I can give you is to take your shoes off while inside. It is amazing what a big impact this can have. Also, it's important to use felt pads underneath furniture (especially chairs) and entry mats at the doorways. Here's a great article on how to keep your floors looking their best: https://goo.gl/kemsAA
DOGS & FURNITURE: Be very careful with large dogs, we've had many instances of floors being scratched after we've finished the homeowner's refinishing project. We use great products but any large dog with nails can scratch a surface. Please make sure your dog's nails are clipped and trimmed. Mats are also great to lessen the transfer of outside debris into your home. Waterproof mats are great to help avoid spillage of water which could severely damage your hardwood floors. Your floors will need over 30 days to be cured, be very careful when you move your furniture back in your rooms. Scratches will occur easily if not careful.
MOVING ISSUES: Please used insured movers to give additional protection in case of gouging during the moving back in of furniture. Same goes for plumbers to protect from future water-damaged. Reputable companies have general liability and can quickly pay for damaged floors due to furniture or water leakage.
THE INSTALLATION WARRANTY MAY BE VOIDED IF YOU DO NOT FOLLOW THE MANUFACTURER'S GUIDELINES FOR MAINTAINING HUMIDITY LEVELS AND TEMPERATURES IN YOUR HOME.
Please read each line item to make sure our responsibilities are understood. Once the project has started, it is understood that all items have been read and are accepted. Remember, we're here to help. Please call or email if you have any questions. Thanks!