We had A.T. Frank refinish our wood floors in June of 2024. It was our entire first floor, so we…read morehad to empty the house of all of our belongings, our 3 dogs, our cat and our family. We opted to board the dogs and leave for vacation while they did the floors. When we left, we made sure that our home security system was working as it was connected to everything- cameras both inside and out, our thermostat, our water sensors, our smoke and fire alarms. Literally everything that anyone would need to feel comfortable leaving their house for 10 days. They asked us to set the thermostat at 70, which we did and I confirmed was still running when they arrived Monday morning. About 6 hours after the crew arrived, our entire system went dead. We were no longer able to access anything remotely nor did we have any camera footage. On Wednesday, the day the project was supposed to have been complete, they informed us that our house was too humid and the floors weren't drying. They were going to need a few more days. Which was fine, because we were out of town anyway. When we arrived home on Sunday, the first thing we did was try to troubleshoot the home security system and get everything back up. This is when we discovered that our entire system had been shut off via our breaker box. No, the fuses were not "blown", as they were not showing red. But rather the breakers for our wifi, security system and 1 additional circuit spanning half of our basement had simply been turned off. On top of that, our floors were not awesome. It literally looked as though we attempted this ourselves. We had left about 30 boards to choose from and asked them to replace two boards by the door that had been heavily damaged by water. They picked a board that was not a good color match and just called it good enough. No attempt was made to try to color match with stain, nor did they pick another board. In several corners, thick pools of stain were left to dry, leaving behind rough unfinished patches. There were several areas of uneven sanding, including one area where a bunch of wood splinters got caught in my sock. We contacted Pat at A.T. Frank and he sent the crew back out for "touch ups", which is not something we've ever experienced with a refinish of a wood floor. One man showed up, not to address the floor, but rather to explain why he was messing around in our electrical box. He needed a 240 volt plug and couldn't find one, so he took the entire panel off of our breaker box, unplugged our Air Conditioning unit and used that. His excuse for why our security system was flipped off was to tell my husband "you try putting that thing back on without flipping breakers and if you can, I'll give you $5". So even if we take him at his word that he did not intentionally disable our entire security system, he's negligent for not making sure that all of the breakers were in their original place. I guess we should all just be thankful that he didn't disable the new sump pump. This little excursion into our breaker box, without informing us or asking for permission, also explains why the project took longer than it was supposed to; they managed to break our AC unit in the process. To their credit, A.T. Frank sent an HVAC specialist immediately when alerted to the problem. By the time the crew came back out to do patch work on our floor we had already returned from our 10 day absence and had a house full of our pets and family. When I expressed my extreme annoyance at having to navigate 7 spots on our floor with everyone living here, Pat informed me that it was "just a minor inconvenience". He also said that pine floors were difficult to do- something he never once mentioned in the quote, nor in the preparation for this project. I asked him if these were professionals that should have known how to do a difficult job and he said yes, but offered nothing else. Essentially just a shrug. In all, they had to return 3 times for repairs, plus send a crew out to fix our AC. Our final communication with them was Pat sending us two emails with just an invoice attached- no body to the email, no follow-up phone call asking if we were happy with the repairs, no accountability for this whole mess at all.

Excellent customer service, outstanding reputation, knowledgeable staff. Local owned and operated…read morefor 70 years. Five locations in the Great Lakes Bay Region.