How Dande West Hardwood Floors Protects Its Work

When a problem happens with a floor, who’s the first to get the blame?

Typically, the installer.

Angelo DeSanto, owner of Dande West Hardwood Floors since 1994 and a frequent writer for Wood Floor Business, knows the flooring industry well. He also knows the difference thoroughness and integrity can make. Fewer problems. Fewer callbacks. Fewer unplanned expenses.

But he still wasn’t expecting what happened one time after an installation.

It was summertime, and he had put in a ¾” by 7” engineered plank over concrete. Here’s how Angelo tells the rest of the story:

“In the fall, the guy called me, and he goes, ‘It sounded like there were gunshots in my house in the middle of the night, and they woke me up. And I don’t know what’s going on.’”

Turns out, the change in season with the change in relative humidity and temperature had caused the floor to shrink ever so slightly.

“When the stiction of the long seams gave out, it snapped and made a gunshot noise.”

But Angelo can never forget what else the customer told him that day: “We saw what you did, and it [the problem] can’t be connected to anything you did.”

For Angelo, those words were gold. His meticulous moisture testing and reporting process had paid off.

His customers trusted him.

Wondering how you can also gain this kind of trust from your customers? Let’s find out as we look at:

Angelo’s Strategy and Moisture Testing Process

Wagner Orion 950 pinless moisture meter with FloorSmart app

The Orion 950 and its accompanying FloorSmart app allow floor installers to meticulously document their work and protect their reputation—just like Angelo does.

Angelo DeSanto runs his business, Dande West Hardwood Floors, out of Rancho Cucamonga, California. Through the years, he has established himself as an installer who takes pride in his craftsmanship and offers excellent customer service.

And that’s key to his strategy:

“I have a business strategy of dotting every “I” and crossing every “T,” he explained. He works from a philosophy of honesty and thoroughness with the goal of preventing problems.
Moisture testing is a major part of that.

To every job, he brings his Orion 950 wood moisture meter, Smart Logger, and concrete moisture testing tools.

His wood moisture meter is essential for fulfilling NWFA (National Wood Flooring Association) standards, which are held up by the California contracting board.

This means that he uses his wood moisture meter to test 20 subfloor moisture readings per every 1,000 square feet of the installation (if the subfloor is wood). He also checks 40 boards per 1,000 square feet of the floor materials themselves.

And he documents all his measurements:

“I have to prove to the contracting board that I actually did this, so I email it to the client, or I print it out and have them sign a copy. And I scan that into their record.”

Wagner’s FloorSmart app comes in handy for this part of the process. The app allows him to record readings to his smartphone as he takes them with the Orion 950. Then, he can easily print or send the reports afterward.

He does the same with the Smart Logger. He places it in the room to monitor conditions throughout the installation process. Then, once he’s finished with the project, he disables the logger and emails the report to his clients.

These reports make all the difference in protecting Angelo’s work. We’ll talk more about that next.

The Difference Moisture Testing Makes

Smartlogger mounted on the door jam

The Smart Logger is part of Angelo’s arsenal of tools during wood floor installation

Moisture testing is key to protecting the work and reputation of the floor installer.

Angelo points out that if there’s ever a claim for a flooring issue, the first thing the inspector will want is the record of moisture testing and daily relative humidity levels—assuming a credentialed inspector is used.

If there’s any data missing, the insurance company is quick to send the client back to the installer.

With careful documentation, though, Angelo isn’t likely to get those callbacks. Rather than having to deal with issues once they happen, he’s able to prevent them.

By doing this, he’s not only protecting himself, but he’s also building his customers’ trust and ensuring their satisfaction with their new floors. He’s providing them with high-quality work that is truly worth the price.

And word spreads:

Angelo’s reviews on Google and Yelp are filled with praise for his salesmanship, customer service, and meticulous work.

Angelo’s Experience with Wagner Meters’ Products

Wagner Meters’ Orion 950 and Smart Logger are tools that Angelo depends on for his installation work.

Here’s what he shared when we asked him about his experience with Wagner:

“From my standpoint, the meters are reliable. They work. (Just the fact that I can say they work means something huge in our trade.) And I can call Support if I have a question—they usually answer the phone on the 2nd ring!”

For him, the excellent customer support is invaluable.

Whenever Angelo has a question or concern, he’s able to call the sales team or the customer support team and quickly get answers.

He went on to say,

“I can lean on [my Wagner meter] as a tool. When I reach in my tool bag, if a knife is dull, I might have other blades. And I might have the ability to sharpen it, but I have to take the time. And sometimes, I just don’t want to. If there’s another tool next to it that’s sharp, I’ll grab that one. And Wagner’s are always sharp, so I lean into them, and I rely on them.”

Learn more about Angelo DeSanto and Dande West Hardwood Floors on the company’s website.

For more information on the wood moisture testing tools he uses, visit the Wagner Meter store.

Leave a Reply

Your email address will not be published. Required fields are marked *