ComplaintsforNHance Wood Renewal

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Default in Cabinets, Asking for a refund, N-******************* turn our project into their insurance company that we dealt with from May to September, time loss. Company did not refund us the money spent for the work. It was deemed their fault and needed to be fully replaced back to original before the company tried to repair them. Company Gained Money for a job that they did not finish and turned into a insurance claim. I am asking them to refund money paid. I have sent 3 request.Thank you

  

  Business response

  09/19/2024

  This customer had damaged their new cabinets and wanted us to recoat them as well as install custom build-out and pull-out drawers. The refinishing of the cabinets was a bit over a third of the invoice amount. Unfortunately,our product did not properly adhere to these cabinets and it was turned into our insurance for replacement. The insurance issued payment for the cabinet replacement. The customer received these new cabinets as well as the kitchen modifications and organizers that were not part of the insurance claim but were part of the invoice. Thus, we and our insurance adjuster deem that this customer has received a comparable outcome from the invoice items and a refund is not necessary. 

  Customer response

  09/20/2024

   
  Complaint: 22278197
  
  I am rejecting this response because: I should be refunded the amount I paid minus the pull outs on the bottom cabinets. We have lose of wages due to the time we spent dealing with the repercussions caused by this company. Enhanced did not deal with the process we did all the leg work with the insurance company and  Carpet one whom dealt and installed new cabinets will confirm this as well as the insurance company. Capet one said normally the customer never deals with this themselves and can testify that my husband and myself set up and took care of everything in this case. I am asking for my amount I paid refunded. They where shocked no refund was issued. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 16, 2023 ******* came out to refinish my cabinets. I asked the team was the product toxic and was informed no. I informed them ( and the representative at the time of the sale) that I am a breast cancer survivor who works from home and limit my exposure to toxic chemicals due to my previous health issue. I was informed that the products were not toxic. Within 24 after application I became ill, nauseous, low appetite, spontaneous runny noses, diarrhea. I had both the kitchen cabinets and the window sill refinished and the sill emitted a heavy odor that sickened me. I could barely stand to enter the kitchen. I had to keep windows open and a fan going for weeks. I called ******* who uses the pigment supplied by ****** Research and was told that the product should not have any odor. I requested SDS sheets that were dated March 2009 showing that the product used contained asbestos amongst other harmful chemicals. Using this product on my cabinets meant that I would never be able to refinish them as asbestos is most harmful when friable. ****, with ************, continued to negate my experience and told me that according to the chemist with ****** Research, the product is not toxic nor does it emit an odor when cured with the ** light. I explained to **** that the representative must have forgotten to cure the shelf as the odor was heavy and sickening. I asked **** for documentation to substantiate the chemist's claims. ****, did not send the documentation but instead forwarded another SDS sheet for the ******* vivid pigments showing the use of other toxic products. In addition, the team who applied the product did not use proper PPE, they got the product all over my painted walls and did not use proper cleaning or disposal method. For now, I have to continue to keep the window sill covered in plastic and keep four air purifiers going in hopes that the fumes in the air to do not permanently harm me, my husband or 10 year old grandson.

  

  Business response

  07/27/2023

  First and foremost, ** apologize for any discomfort or inconvenience experienced by ***** and her family. We take our customers' health and safety seriously, and ** want to assure you that ** use low-VOC products and adhere to our safety guidelines. We take the health and safety of our customers and employees seriously. Upon thorough investigation, ** can confidently assure you that the use of our products does not cause sickness.
  
  Our finishes are designed to emit minimal odors, and over the past 17 years, ** have not received similar complaints from other customers. Our technicians testify that all our procedures **re follo**d correctly during the curing process. Additionally, ** have taken note of the concerns regarding personal protective equipment (PPE) usage and cleanup, and ** are reinforcing our training procedures to ensure compliance with safety measures.
  
  It was an unfortunate oversight on our part to provide an older version of the vivid pigment *********** Sheet (SDS), and ** have since rectified the issue by providing the updated SDS sheet as of March ************************************* the refinishing process.
  
  We have reached out to the finish manufacturer, and they confirmed that the products used in ******* project do not pose any toxicity risks. Furthermore, our technicians follo**d our safety procedures and confirmed the usage of personal protective equipment (PPE). Proper disposal methods for water-based wood finishes **re also adhered to.
  
  In addition to the standard safety protocols, ** took extra measures during *****'s project to ensure a safe environment. We sealed off the kitchen area completely from the rest of the house while the work was being carried out, mitigating any potential ************************* ** value our customers' health and **ll-being, and ** are committed to providing a safe and healthy environment during all our projects. Our team undergoes training and follows industry best practices to deliver the highest quality service.

  
  We understand the importance of trust when choosing a cabinet refinishing service, and ** want to assure you that your satisfaction and safety are our top priorities.

  Customer response

  07/27/2023

   
  Complaint: 20353288
  
  I am rejecting this response because:

  1) NHance representative continues to negate the experience of me and my family. The product off-gassed heavily and because I work from home and had more exposure, experienced the most severe symptoms.

  2) In addition to being exposed to the heavy fumes, NHance did not adhere to the contract. I paid them to finish both sides of my cabinets, inside and out, and the wall base. They did not do that.

  3) The representative is being disingenuous as they did not put up any barrier, plastic or otherwise, in my home. I was completely exposed to those fumes during the entire application. 

  4) In reference to cleaning spills, the specifications states that NHance is to use inert material. Instead, the supplier used at an aerosol spray on my walls and paper towels. They also did not clean the drippings on my vent register. Their team did not wear safety goggles as stated in the specifications either and applied the product in sock feet. The specifications and also states that there should be no eating where this product is applied. One of the employees brought fast food and was eating in the same space that they were finishing the cabinets.

  Sincerely,
  
  *********************

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