BROTHERS CARPET & FLOORING

"The initial job was completed and paid in full by the customer on November 16, 2010. A week of so later the customer called to complain that there was a couple of spots on the floor that looked dull. We went out to look at it and we needed to get down close to the floor and really look hard to find a dull spot. We asked if there were any other dull spots and he said there were but you can’t see them during the day. We told him to mark the sections and we would sent out refinishers back to fix these sections. We decided to rescreen and recoat the entire floor with an additional coat of polyurethane. The customer then called again complaining that the polyurethane was flaking. Upon inspection it was easily determined that the cause of the flaking was that the customer had covered the floor with paper using tape to secure the edges in place BEFORE the floor was totally dry. When the tape was pulled up some of the polyurethane came up with the tape. Even though the cause of the “flaking” urethane was clear to all, we agreed to resand the floor at our own expense. The store manager went to inspect the job after it was re-done and the customer said everything was fine and thanked us. We have not heard from the customer from that day in mid-March until now. We have been in business in Bergen County for 30 years and our reputation means very much to us. We value our customers and did all we could to satisfy Member. We are thankful to the people of Angie’s List for their help in this matter."