Good Shepherd Carpet & Upholstery Cleaning

"Just a few facts. 1. The aforementioned review was created by a third party which was NEVER present at any of the job or conversations between buyer and seller or installer. 2.First refund of product minus underlayment of flooring was refunded and thru back in sales persons face. 3. After several meetings with installer, owner and sales a refund was offered and accepted. 4. Now this customer has a brand new underlayment that they can use for any future flooring they choose. Good Shepherd Flooring made every possible attempt to satisfy this customer and we were unable. We at Good Shepherd love to take great care of our outstanding customers. Unfortunately having made several attempts to satisfy this particular customer was not sufficient. An appt. was arranged then canceled by customer and a refund was requested and given which was cashed. Again This review has been generated from a third party whom we had no contact with through out the entire process. Materials used in this project are and continue to be our go to products and have many satisfied customers. We have no complaints on the chosen material. We believe this is a case of buyers remorse and unfortunately we were not able to make the original customer happy. Sometimes it is impossible to please. We still stand by our products and will go to bat for our customers as the need arises."

"Hello, My name is Kyle; I was the sales representative working with the member throughout the process of the vinyl installation. First off, I would like to say that I am a very honest and up front with every customer and or person that I interact with everyday. The co-workers of Good Shepherd also take pride in retaining this reputation and many of our clients would concur. I worked with the member in our showroom, by showing her our vinyl that we had in our inventory. The member and her husband purchased the vinyl, but had made future plans for the installation, so I assured her I would place a hold the vinyl she had purchased until the date of installation, and I did just that. At the time installation, we had the proper square footage necessary for the member's job. It consisted of two roll balances, of the same dye lot. However, as one of the vinyl rolls was installed, there were shading flaws that could be noticed from different angles. The member also noticed spots in the sub floor that had give to them, these issues were not noticed by the installer or by the member during the multiple week span of living on the bare sub floor leading up to the installation. Once we acknowledged this issue, I promptly went to the location, with the owner of the installation company, to address the problem. We were instantly met with a nearly uncontrollable outburst by the customer. When we finally calmed her down, we went over the options to either replace the vinyl and fix the sub floor, or to refund all of her money back and part ways for another company to complete the work. She decided to pick a different vinyl from the samples we delivered to her home the following day. Also, after the owner had a discussion with the member, she had decided to replace her sub floor. The day after the material arrived in our warehouse, our installer promptly returned to the home and completed the installation according to plan, with a glue that was recommended. As far as the invoicing and product cost went, the initial invoice had prep work listed as, “To Be Determined” on it. The sub floor was in very reasonable condition and needed little prep work done to place the 150 gauge vinyl over it. I did not initially recommended a sub floor, in order to keep her costs down. We did not force her to absorb any additional costs other than what was pre-discussed and agreed upon. Absolutely no part of the original vinyl was absorbed by the customer; all money was refunded and placed toward the cost of the new vinyl. Also, all costs that the member incurred had been done at our invoice, in order to attempt to reach customer satisfaction. There was absolutely no double charging or “he said she said.” The first invoice was very simply voided, and all of the funds paid were transferred over to the new invoice. The member was actually charged for LESS vinyl than what had been used on her floor, with absolutely zero adjustments made for this additional square footage. There was also 12 foot of stair nose material and labor that had been done complimentary, to her satisfaction. I will be the first person to say, that this job did not run as smoothly as possible. But when the problems arose, we did everything in our power to correct the situation, and we more than did so by incorporating the owner of the Good Shepherd, the owner of the installation company, and myself, to fix any issues the customer had. The post was done prior to the job being completed, and I can assure you that the job was completed correctly and to the satisfaction of the customer. We also stand by and warranty every job we service. Good Shepherd works daily to maintain our excellent reputation and an A rating with the Better Business Bureau. We genuinely take pride and care for the needs of our customers. To be attacked untruthfully is incredibly unfair to all parties involved in curing this unfortunate situation."