UB Hardwood completely lacks professionalism. I had UB refinish my floors in 2019 and they did a great job. There were some issues that needed to be resolved, but overall, they did a great job. Their owner Bob however is a terrible business owner. He lacks any knowledge of customer service and is completely arrogant.
I reached out to UB about an accident that I had with my floor where a reed diffuser dropped on the floor and caused the finish to peel off. The accident was completely my fault. I reached out on January 18th 2021 to see if I could set up a time to have them come bid a repair on the floor. I called them because they had originally finished the floor and I assumed they would do the best job repairing their own work. What I didn't know when I reached out to them is that it would take a lot of work to get them to even call me back and that I would never even get a bid.
When I reached out in January, they informed me that they were moving that week, but they would get back to me to schedule to have someone come to take a look at the floor to see what would need to be done to fix it. I didn't hear back from them, so I followed up with them on January 21st to see about scheduling. I understood they were moving but figured I could at least get on the schedule. I got a call back and scheduled for Justin to come out to look at the floor on January 25th.
Justin came out the morning of the 25th. He showed up on time and walked through what would need to be done to fix the floor. It ended up being a much bigger repair job than I anticipated, but again, the accident was my fault, so I was not upset. Justin said that he would talk to the owner, Bob, about the repair and have Bob give me a call to get me an estimate and get scheduled. He said Bob should email something over to me and then we can get you on the schedule as I wanted to get it fixed as quickly as possible.
I let the week pass by thinking they are still busy settling into their new location and that Bob would send me a quote. I got nothing. I called on February 2nd to follow up. The person I spoke with said that she would follow up with Bob and that I should get an email that day. The day came and went, no email. I called again on February 5th, spoke with someone, they said they would track down Bob and see if he could call me back. Again, the day went by, no call back. At this point, I was starting to wonder if they wanted the business. I let 2 weeks go by and decided I was going to give up and try to find a different company to get a bid from. I shouldn't have to chase the owner of a company to get a bid. On the evening of the 17th, I surprisingly got a call from someone at UB asking if Bob could come out on February 22nd to look at the floors. Again, Justin had been here, took pictures, detailed notes, and I trusted had passed the information on that I was looking for a bid. I said, that's fine, Bob can come out at noon on the 22nd to look at the floors.
The 22nd arrived, I had moved my work calendar around to accommodate the appointment. Noon arrived and went, NO BOB! I called at 12:30 asking if he would be coming still. I got a call back saying that he had misread his calendar and that he could come at 1:00. At that point, I just said, forget it. It is clear that Bob has no interest in doing business with me. I will be cancelling the appointment and moving on to find a different company to do the repair. I expected that Bob would have at least called me personally to apologize for the mistake on timing, but I got nothing. No call, no email, and no bid.
I ended up hiring a wonderful company to do the repair for me. The floors look beautiful and the new company did a much better job than UB ever did. He left my house nicer than it was originally. I will never do business with UB again. It's sad, because I have referred several people to UB since my floors were originally done and often give referrals. I cannot in good faith refer anyone to this company because of their lack of professionalism.
Bob has no business being responsible for seeing clients or bidding their jobs. read more