CW Floors & Lighting

"(member name removed) came into our store to update her existing flooring. She told the salesperson she had a fixed budget ($4,000). In order to give her the product she selected, she was told that we would not be installing shoe mold, nor would we be doing her staircase. She understood and said that was acceptable. She paid $2,000 down on the $4,000 invoice. We immediately ordered the product and completed the job, with the exception of waiting to install the t-mold transition from her tile to laminate floor that was on backorder from the manufacturer. Once the floor was installed, she then decided that she wanted us to price her shoe mold and she would have her husband install it. She ultimately found shoe mold at Lumber Liquidators and she contracted to install the shoe mold with the same independent installer that we had used to install her floors. At this point the (member name removed) was cordial. (member name removed) was concerned that her dogs would dig up the flooring, while we were waiting for the t-mold on backorder, so our salesmen installed a temporary t-mold to protect the floor. Though (member name removed) was happy with the temporary fix, she wanted to get the job finalized. Our salesperson offered to replace them with something that matched from Home Depot, instead of waiting for the backorder items. (member name removed) did not like the temporary fix, and this is the point in time where it became difficult to communicate with her, as she would either yell or hang up during the conversations. We tried to explain that the matching t-mold would be installed as soon as we received it and would be glad to fix any issues she has. The store manager, as well as myself, tried to explain this to her, but were repeatedly hung up on. We ultimately were able to install the backordered t-mold and complete the job. When we attempted to collect the remaining $2000, which remains unpaid, (member name removed) not only refused to pay that, but demanded that we refund her original deposit due to installation issues for which she told us she would send pictures. The pictures she sent were of the shoe mold she had installed, not of work we installed. She also sent a picture of a piece of tile that she claims was chipped. We take great pride in our reputation in the communities that we serve, so we offered to meet with her and resolve any legitimate installation issues. We are still willing to do that even though the item she is concerned about was not part of our contract with her. If she does not want us to fix the shoe mold, we are willing to settle this by giving her a $350 credit against the balance she owes of $2000. We have advised her that Texas is very clear about lien laws and that if the bill is not paid, we have to preserve our lien rights. We take pride at CW Floors of doing quality installations at a competitive price. We also are committed to providing excellent warranty of our products and installations, which is evidenced by our many years of continued growth. Our business is based on referrals and we take our reputation seriously. We would like to satisfy (member name removed)'s concerns, but giving her a free laminate floor is not a reasonable request under the circumstances. Sincerely, David Britt."