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We would like to provide any customer reading this with our side of the story. We were initially hired to provide new carpet and flooring to Laura and Barbara. We went out, measured, gave them a fair price and they placed their order. Their installation was scheduled to take place over multiple days and weeks because it was a large job, and also to coincide with other work that they were having done in their home. On the first day of installation one of our installers had a small accident, and unfortunately scratched their existing wood foyer. We immediately accepted responsibility for this scratch and informed Laura and Barb that we would make sure their floor was repaired. That week we completed the first half of their flooring job. We discussed several possible solutions for taking care of the issue with the scratched foyer and came to an agreement that we would have the floor refinished for them by an expert. (We do not provide refinishing services ourselves) We had a couple estimates for the repair work, and ended up hiring a gentleman that was more expensive than the other estimates because after Laura and Barb met with him at the home they comfortable with his assessment of the work that needed to be done and confident in his ability to repair their foyer, as were we. During this time of debating and arranging the solution to the foyer issue we did not feel comfortable leaving our supplies and uninstalled flooring in the home, as we were responsible for it and it's proper installation according to our contract. We took the supplies and flooring back to our storage facility. At that time, apparently Laura felt that she needed to call the police, although during the entire job we never denied any responsibility for the damage to her foyer, never said anything other than that we would make sure to resolve the issue for the ladies and complete our contracted work. We were not there for the arrival of the police and were also never contacted by the police. We are not sure exactly why the police were called, and since they never contacted us apparently there was no reason for them to have been summoned anyway. We did go complete the installation of her carpet and flooring, and the refinisher came out and completed the refinishing of the scratched foyer. His work is beautiful, and he actually ended up having to do less work to repair the floor than he originally thought he would when we hired him. This apparently was not to the liking of Barb and Laura, even though the refinished floor is now in better shape than it was when we originally were hired. In addition to this, the refinisher also made them aware of a moisture issue that they have at their front door that they might never even have been aware of without this having happened. We feel that we have done everything possible to try to make these ladies happy, and make this situation right, but unfortunately there was a delay in finishing their job. We are sorry that they are still angry with us, and of course we do not like our customers to be unhappy, but again, we feel that we have done everything humanly possible to try to make them happy. In any event, they now have a beautiful hardwood floor that we installed in their dining room an family room and lovely carpet in the living room, hall and steps, AND a refinished foyer that should provide them years and years of beauty and service.

Bucks County Carpet and Floor commented on 09/23/2013