Abbey Carpet & Floor of Anniston

"We are very sorry that [Member name removed] was not happy her experience using us as her flooring source. We inspected the carpet after we were notified of problems. Here is what we found: In areas along the seam, the top layer of the carpet was pulled apart from the backing, yet the backing and the seam itself were still perfectly intact. Since this is so unusual, and we have never seen something so strange, we asked the customer if she had any idea how this could have happened without the seam coming apart. She admitted to us that something "looked funny", so she began pulling at the fiber on the seam, but that neither she or her dogs that lived in the house caused it. Even though it was very strange circumstances at best (I have to note that our installation crew notified us that one of the dogs urinated on the carpet while they were installing it), we attempted to repair the carpet. The carpet kept coming apart in spots, so we agreed to replace the carpet - which we did, at our expense. Then we started getting complaints about the joints in the laminate floor swelling up. When we inspected the laminate, we saw evidence of puddling water spots from the dog's water bowl. We also used a handheld ultraviolet light to inspect. It showed areas of urine in spots occurring in different places coinciding with the swelling in the laminate joints. We explained that this was not a product defect, but that there was a cause and effect factor with the dogs urinating on the floor, and that it would continue as long as this was happening. (it is not our intention for any embarrassment here, many people who have pets in the house are not present when the animals do this, and it may dry without the customers knowledge). In spite of this, we wanted [Member name removed] to be happy with her purchase so we replaced a number of the laminate flooring planks (at our expense) to get her floor back to original condition. Unfortunately, as we had cautioned, the problem continued to occur with the dog urine, so we informed her that we could not continue to replace planks. At that point we stopped responding to threats, knowing that we in good conscience did all that we could. We went above and beyond at our expense to try to make our customer happy. Again, we are very sorry she had a bad experience. We take pride in customer satisfaction, but it seems we are expected to keep fixing an ongoing issue (dog urine) that is out of our control."