AMERICAN FLOORING LLC

"On November 14, 2008 the member stopped in a t American Flooring in Holt to have her carpet replaced in her basement because of a water problem. She selected carpet and made it very clear it must be installed before Thanksgiving holiday so her grand kids would have someplace to play. I personally wen to the home to confirm the measurements. While I was at the home, i had pointed out some old rotted tack strip that should have been removed with the water damaged carpet. We also talked about the sofa and chair that had to be removed before installation. I had suggested to her that she contacts her insurance company again about this additional labor and we could add them to the contract if her insurance oked them. There was no further conversation about the additional labor. I had also noticed the vinyl area at the bottom of her steps which was dirty, old and very much worn ( I didn't get on my hands and knees to look for rips or gouges). But i definitely remember the vinyl was in very poor shape and needed replacing, I have even made a comment on replacing the vinyl. On November22, 2008 American flooring went to her home to install her new carpet as promised. She had done nothing about the furniture or rotted tack strip removal. When the installer asked about the furniture/tack strip, she blew up screaming "that she was too old and ill to move furniture." The installer moved her furniture and removed the tack strip at no charge to her to keep her happy and calm. One week later, she called American Flooring complaining that the installer left 7-10 pieces of the old rotted tack strip outside her door, hadn't put back her sofa in the exact position she had wanted it and that her vinyl area now had a rip in it. Within one hour, I had sent out the store manager along with the installer to take care of her. Upon their arrival she greeted them at the door, making them aware that she would be tap e recording there entire conversation. The store manager and the installer moved the sofa into the exact position she wanted, removed the 7-10 pieces of tack strip forgotten next to her door and looked at the vinyl area. He reported the vinyl was gouged, but clearly this was not fresh damage. The damaged looked as if someone had thrown something down the stairway or something had fallen down the stairway that had chipped or gouged the floor. It did not look like something was dragged across the floor. Te store manager noted, the mark in the floor was small and could have truly been over looked for sometime and just now noticed after cleaning. Even if this was new damage to the floor, she has had many contractors in and out of her basement over the course of many weeks making repairs/cleaning/moving etc. , plus this was the play area for her grandchildren over Thanksgiving holiday. American Flooring did make several attempts to contact her by phone but she wrote us a letter saying she would only communicate to us by mail and wanted everything in writing. American Flooring as always wants our customers happy, so even if we strongly believe this gouge was previously there ans our installer had nothing to do with the mark. American flooring as a courtesy only wall replace her 5x9 area with a Mannington Benchmark style vinyl, including installation at no charge to her. Doug Daigle -Owner"