ABBEY FLOORING & DESIGN

"Thank you for the review. Our crews, while they are independent businesses themselves, are screened extensively and have a great track record in taking care of our customers. We are very glad that you were pleased with their performance. Too often, we only hear of the problems, not what went right. We will be sure to pass your comments along to our crew. We very much appreciate your confidence in Abbey Flooring!"

"It's unfortunate that Ms. [removed member name]chose to publish her comments before we had the opportunity to correct her installation. When our installers arrived at the job and removed existing flooring, we discovered a height difference in the adjacent flooring that was not evident when we originally inspected the job. We had to procure additional materials to complete the job. Ms. [removed member name]husband instructed us to continue the job but she did not like the result. Frankly, neither did we. We have subsequently reworked the floor to eliminate the height difference at no additional cost to the customer. It's unfortunate that Ms. [removed member name]did not bother to update her response to reflect the fact that the job now looks very good. We do our best to make our installations fit the image that the customer has in mind. Sometimes we encounter issues that are beyond what we expected and have to make changes to our approach. Invariably, this causes additional time to complete. We are glad that the job ultimately came out looking good and hope the [removed member name]enjoy it for years to come."

"We are sorry that Member does not like the laminate flooring he chose for his residence. We installed 2 different grades of laminate flooring in his residence. The material chosen for the kitchen area was a premium grade and a value grade of laminate was chosen for the rest of the job in an effort to keep Member's job within his desired budget. Most manufacturers offer multiple grades of their end product - General Motors offers Cadillac as their premium brand and Chevrolet as their value brand. Member indicated to our sales representative that he was very pleased with the look of the kitchen but had problems with the look of the other material. On first examination, we all assumed that more work needed to be done on the concrete slab. When we removed a section of flooring in question, we discovered that the area was properly prepared and required no rework. It was then determined that we would call the manufacturer's representative out to determine if the material was in any way defective. It was concluded by the rep that the laminate was within industry tolerances and it was installed properly. Our installers spent considerable time actually grinding the concrete substrate to prepare it for the finish flooring. We typically use various methods (including the use of sand as a filler) to prepare a floor. Member was not present when we were reworking his floor so we cannot expect him to know that we chose a different method other than sand to flatten his concrete floor. He fails to mention that we did not increase our floor preparation charges for using a more expensive method. This situation appears to boil down to a product meeting the customer's expectations. Member wants his value laminate flooring to look like the premium grade he chose for his kitchen. Unfortunatley, we were not able to make his Chevrolet look like a Cadillac. We have tried numerous times to reach Member regarding his situation but he has not returned any of our calls."

"We certainly understood the Customer's concern about her moldings. We specifically spell out in our sales agreement that we cannot be responsible for hidden conditions. We do not cut into existing floors until we are hired to complete a project. Our estimator did his best to anticipate what was needed to complete the job and offered to revise the Customer's trim at our cost. We do apologize for the comments our installer made about having to do extra work - he was, in fact, compensated for all of the work he did, regardless of what he stated to the customer. I'm sure he was just as frustrated due to the additional work required. We did not charge anything additional for completing a double tear-out, however, due to the size of the job, we simply could not absorb the cost of new trim throughout her job. The great news is that she did like the end result and was pleased with our quality of installation - for this, we are very proud."

"We do our best to make our customer's happy. We take precautions when moving heavy appliances out of a room but sometimes acccidents do happen. We tried to match the existing tile to repair the cracked ceramic but were not successful. We offered to replace the entire area, however the homeowner refused to have us do the job. She hired someone else and we covered the cost. We wish her well in the future and feel that we did everything possible to correct the situation. By the way, the finished floor did look terrific - she failed to mention that fact."