I had high hopes for this company based on their glowing reviews, but I’ve come to realize that the positive feedback isn’t for their buff and coat service. I originally consulted UB Hardwoods for a full sand and refinish to address chips, cracks, and stains in my 1940s hardwood floors. During the consultation, it was just me and the salesperson, Shawn. I made it clear I wanted a full restoration, but instead of listening to my needs, Shawn essentially mansplained to me what he thought should be done with my house and insisted on the buff and coat.
After the service left my floors looking essentially unchanged, we raised our concerns with the owner, Bob Miller. From the start of the conversation, Bob was rude and dismissive. My husband spoke with him on the phone, and Bob interrupted him early in the call to say he was Shawn’s uncle and that he was “taking his nephew’s side.” He dismissed our complaints as “he said, she said” and even accused us of trying to scam the company for free flooring, which was both insulting and unprofessional. Rather than treating us as paying customers with legitimate concerns, he made it clear that he wasn’t willing to listen.
As recourse, Bob offered to apply the $1,300 we had already paid toward the full sand and refinish- the service I requested in the first place. I no longer trust them to do further work in my home. Preparing for this service was extremely disruptive to our household. We had to take several days off work to clear all the furniture from the floors, plan PTO months in advance, and arrange childcare. Repeating this process for another service is not feasible, especially given how much time, effort, and disruption was involved.
The entire process was frustrating from start to finish:
• Misleading Promises: Shawn assured me the buff and coat would address all of my concerns, but after the consultation, I was told cracks and gaps couldn’t be filled. This directly contradicted what their website claims, which states that cracks, chips, and gaps can be repaired during refinishing.
• Minimal Results: The service was completed in less than 1.5 hours. We were told the workers would arrive between 8:00 and 11:00 AM, but they didn’t arrive until 11:03. They were out of my house by 12:23 PM, meaning they spent less than 90 minutes working on my floors. We spent more time waiting for them to arrive than they actually spent performing the work. Despite this, my floors still had the same chips, scratches, and stains as before. Guests in my home have asked when I plan to get the floors redone because they haven’t noticed any difference. For $1,300, I expected much more.
• Suspicious Payment Practices: This is the most concerning part. UB Hardwoods requires the entire deposit to be paid via direct bank transfer upfront. Bob Miller himself admitted this is because many customers try to get their money back after being dissatisfied with the buff and coat service. Requiring a direct deposit means you can’t dispute the charge or request a refund through your credit card company. Essentially, you’re left with no recourse if the service is subpar, which it was in my case.
I want to emphasize to anyone reading this:
Do NOT pay the full deposit via direct bank transfer.
This policy is clearly designed to prevent dissatisfied customers from getting their money back for poor service. Bob even admitted this. If I had known this upfront, I would have reconsidered hiring this company entirely.
Please learn from my experience and be cautious when dealing with this company, especially if they pressure you to pay via direct deposit. I hope this review helps someone else avoid the frustration and heartbreak I’ve...
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