Luminous Flooring

Luminous Flooring was a subcontractor of Bales Restoration and managed this project. This review was also left for Bales Cleaning and Restoration but the floor finishing or lack of is all on the workmaship of Luminous. Bales was recommended as a Premier Provider from State Farm to estimate and repair my water-damaged floor. As a “Premier Provider” the sales pitch also stated that “Once repairs have been complete to your satisfaction, each independent service provider and/or your independent contractor will ask you to sign an Authorization to Pay Form, which will allow State Farm to pay them directly for the work they performed.” Then it is stated that the independent service provider will warranty their workmanship labor on the repairs for a five-year period. Initial assessment by Carpet One, which was assigned by State Farm, reported that the floor could not be repaired and needed to be replaced. A few weeks later Larry from Bales introduced another contractor Luminous Flooring who said the floor could be repaired and refinished. I questioned this but Bales assured me it could be done to our satisfaction. With that information from Bales reported to State Farm the approval for the claim was to repair and replace. The estimate was $18K and a 50% deposit was made to start the work. The initial repair was attempted, and it was a complete failure, none of the damaged floorboards were replaced, and there were several burn marks in the flooring and debris such as hair, eyelashes, hardened raised resin, and air bubbles in the top finish of the floor that could be felt as you walked on it (pictures included in my review). During the process, they damaged walls, floor moldings, and a cabinet. The water and Ice for the refrigerator was also not working and still is not working. They attempted to match the paint and repaint some walls, but the color was not correct. None of this work was acceptable and I agreed to let them make a second attempt to refinish and repair the additional damage they did. The second refinish was worse than the first and in an inspection, report sent to Bales I highlighted a debris field of 49 individual items in the finish of the floor. Eyelashes, hair, hardened raised resin patches, hardened air bubbles, and throughout the floor swirl marks from improper sanding. The damaged baseboard by the front door was not repaired, and the walls were repainted but with a satin finish not a matte like the rest of the house the refrigerator water and ice maker were not repaired. This is what was presented as the finished repaired and refinished product! Bales and Luminous Flooring inspected the floor and Larry from Bales contacted State Farm and requested the floor be replaced as they cannot refinish to acceptable standards. (I remind you Bales is the one that after the initial inspection from another State Farm Premier provider that recommended floor replacement found Luminous Flooring that said the floor could be repaired and refinished.) State Farm denied the request and said this was a “workmanship” issue with the contractor. A formal BBB complaint was submitted, and pictures, letters, and documents were submitted all of which Bale had before the complaint. It took Bales about 4 weeks to reply, and they had the nerve to not only refuse to refund me my deposit but send me a bill for $12K as the remaining balance including $3K for additional painting that was done because of the damage THEY caused in the process of this so-called restoration project! I regret taking the recommendation of State Farm and using Bales to handle this insurance claim and would not ever even hire them to clean my carpets as I’m sure they will somehow mess it up! Larry and Bales do not stand behind their word warranty of workmanship.

Tom has a fantastic crew...Connor, Mike, Dan, and Tyler. And my floors look amazing (see attached pictures). We moved into this home with wall to wall carpeting and when we took it up found a myriad of nails hammered into this beautiful hardwood to stop squeaking floors. Before he could even begin the process he had to take all the nails out and repair quite a few boards. There was even a brick indoor planter by the front door that had left permanent stains in the existing wood which Connor replaced beautifully. He was able to get the nails out and repair all of the nail holes to where you can't even see them now. This is stained with the Nutmeg stain on Red Oak hardwood. It should be noted that the hardwood floor in the room to the left is 55+ years old and the floor in the room on the right was installed by Tom with brand new Red Oak hardwood but you'd never know the difference after they got done. He even did a picture frame around the kitchen floor and the fireplace, very nice! When I had questions they were kind and courteous and didn't hesitate to address any concerns I had. They were informative, up front as to how the process would work, the time frame of each step, and how to care for the floors afterwards. I would highly recommend Tom and his crew with Luminous Flooring to anyone wanting to install new flooring or just spruce up their old hardwood floors.

We are really happy with our newly refinished floors. With an older home in Webster, we were wanting to refinish, rather than replace our floors. Quite honestly, it was difficult to find a company that specializes in refinishing, and beyond that a number of companies did not return my phone calls or emails. But Luminous responded quickly and proceeded to come out and talk to us about the situation. They explained everything thoroughly and sent an email detailing all the information and charges. And were also very good about replying promptly to other questions I had. They seemed willing to do more things, like help move furniture, than some of the other companies we had talked to. The men arrived promptly on the scheduled starting day, explained how the week would proceed, and got right down to business. There were primarily only two workers most of the week, Matt and Derek, and they were awesome. Very hard workers, but also professional while still being friendly and helpful. Our 100 year old floors were in less than perfect condition, but they managed to improvise and come up with solutions to all problems. I can't say enough good things about the two of them. We are delighted with our new look and most highly recommend Luminous to anyone with floor refinishing in mind.

I had hardwood floors under carpet in my home that I was wanting refinished. Luminous Flooring came out for the estimate quickly and returned the quote within 24 hours. They had availability within a month which beat other contractors by 2 months, at least. Their quote was very reasonable and when Matt came out for the estimate, he was very informative, answering my questions patiently, not making me feel dumb for any questions. In the first 24 hours of the job, I hadn't heard from anyone yet re: progress. I had to stay in a hotel due to the nature of my project, so I just needed an idea if project was on track. I sent a quick email and I immediately heard from the project lead, Austin, who made sure to check in regularly the next few days until my project was complete. The team also replaced the floor trim in my home and I couldn't be happier with their attention to detail. I didn't speak to all the different crew that worked on my house, but the people I met/talked (Micaela in the office, Matt for the quotes, Austin as the lead), were very friendly, professional and helpful. I loved the finished product so much, I just got another quote to do my bedrooms, too. Highly recommend them!

We had recently bought a house with some wood floor in major need of love. We found Luminous Flooring and we are extremely pleased with the results! Tom and the team was very professional and knowledgeable, and he guided me through each step of the process with clear and concise communication. The preparation phase was thorough. He inspected the floors and addressed all of the minor damages before beginning the sanding process. Luminous Flooring told us exactly what needed to be done to achieve our desired effect. The application of the new finish was done with great attention to detail, and the result is a smooth and beautiful surface. I am especially impressed with the color and finish that I chose, which has really transformed the entire look and feel of my home. Overall, I would highly recommend Luminous Flooring to anyone looking to refinish their hardwood floors. The quality of workmanship, professionalism, and attention to detail were outstanding, and the final result exceeded my expectations. Thank you for a job well done!