Cambridge Homeowners Floored by Contractor's Honesty

After using the Internet to search for flooring contractors, Adam Diliberto came across servicemagic.com. He obtained a list of contractors in his area and started making calls. Within a day or two, four contractors called back and provided estimates.

Adam and Stacey Diliberto were already pleased with the work Wilfredo Villanueva did installing new hardwood floors in their Cambridge, Mass., townhouse. But they were even more satisfied with the way his company, Hardwood Floor Contracting of Boston, handled a problem after finishing the project.

Three days after the Dilibertos moved back into their house, they noticed a spot that just didn't look right. The workers might have missed a coat of stain or neglected to completely buff an area. Either way, the couple wasn't happy with the way the floor looked near the third-floor bathroom.

Adam Diliberto called Villanueva to report the problem. With no questions asked, the contractor immediately sent his workers back.

"They came back and buffed it all out—they redid the entire floor," Diliberto says. "It looks great now." He was impressed that, even though he called three days after the company finished the project, Villanueva solved the issue right away at no extra charge.

That's just the kind of extra effort Villanueva makes to ensure his customers are completely satisfied. If there is an issue at the end of a project, Hardwood Floor Contracting always returns to rectify the situation.

"It's the right thing to do," Villanueva says. "We want our customers to be happy."

The Dilibertos were also impressed with how the contractor matched the new wood on their second and third stories with the existing red oak floors on the first level. And the company completed the project on time—a big relief, because the couple had guests scheduled to arrive the next day.

Villanueva started Hardwood Floor Contracting with his brother, Juan, four years ago with the philosophy that honesty and open communication will lead to success. Wilfredo Villanueva spends time upfront with customers, gathering information about each project, including requirements for budget, materials and timing. That way, the company can match customers' expectations. And if things change along the way, they always let customers know.

Such honesty and openness is what led the Dilibertos to hire Hardwood Floor Contracting.

The Dilibertos appreciate Villanueva's effective communication skills and truthful nature.

"Whenever I called him with questions, he got back to me right away," Adam Diliberto says. "I just got a sixth sense about him that he was honest and cordial to work with."