Nova USA Wood Products

We purchased Nova Wood's Exoshield for our three rather large Ipe decks. We were willing to spend extra money for Exoshield since they claim to be "THE LONGEST LASTING TRANSPARENT WOOD STAIN EVER PRODUCED". This statement in itself seems like false advertising and if they have researched studies on this, I'd like to see them. Our painter applied the Exoshield per the specs on the can and it looked beautiful.

Then a couple months passed and everywhere the stained Ipe wood was exposed to the sun it literally just disappeared like it was never there. No peeling or chipping, just gone. In the shady areas it still looks really good but most of our decks are in the direct sun. We reached out to Nova Wood and Keaton offered to send us new product at no charge.

We also scheduled to have he or Steve come out to inspect our decks due to the fact Keaton kept referring to the stain not being applied correctly which was the root of the problem in his words causing "peeling" and we were afraid to use this product again without understanding exactly what the problem was. We continued to try and tell Keaton there was NO peeling anywhere on any of the decks, the stain has simply disappeared which, a number of painters and contractors whom we had look at the decks collectively believe it is a UV issue and a bad batch of stain.

When requesting a site visit Keaton said "sending a sales rep would be useless" and said he or Nova Wood's CEO Steve would come. At this point we were really impressed with their customer service and their willingness to stand behind their product. Sadly that did not turn out to be the case. As the time grew nearer for their scheduled visit we reached out to confirm and after numerous unreturned phone calls and emails, when we finally did reach them all the sudden the story changed.

They would not be able to come out and they wanted to send a sales rep. A SALES REP whom we had already been advised would be "useless" in trying to resolve this issue. Hum. After they finally told us that Steve was no longer planning on a site visit and if he were to come, it would be late summer. We need to address and retain. our decks while we have the warm weather and late summer is not an acceptable timeframe.

We went back and forth a few times trying to get them to honor their commitment and they would not, again, the "useless" sales rep were all they are wiling to offer. Finally we called and left a message and told them that if they could not stand behind their product and honor their commitment to me then we did not trust their product and just wanted a full refund.

The only response was another message from Keaton again suggesting the sales rep and no mention of simply refunding our money. It seems Nova Wood is a company that does not honor their commitment nor stand behind their product. Do not waste your time or money.

I drive a truck pulling a conestoga trailer. From the time I entered the gate to the time I exited the gate was 28 minutes. These guys are awesome. One guy even printed me off a map on how to get out of there without having to go through the 500 stoplights that I hit on the way there. Thanks guys and I would definitely haul anything for you guys again.

Great experience! Steve and the staff provide all the information and help needed to get exactly what you need, in today's world of trucking when waisted time and money is not an option it's good to work with a company and product that thinks of customer care. I HIGHLY recommend them!

I wish businesses understood that they should call customers back. perhaps my inquiry for a small amount of linear feet of ipe was not worth their time, which at least they could have told me.

I called around to six different places and these guys have the best price for ipe wood by far. I used them when I built my deck and again year later when I built a bench. Even though my second order of the wood was really small they still treated me like an important customer.

Nova USA wood flooring and decking are first class products. I have sold miles of their Red Balau and Ipe decking, without any call-backs, and many referrals! They are also a reliable supplier for many Brazilian hardwood flooring products, and the Elemental Line is usually very cost effective. I suggest that you consider their offerings whenever you need hardwood decking or flooring. Their decking is available through most lumberyards, and through Warren Trask, who is their #1 distributor in New England and Eastern NY.