SA Flooring Perfections

"Upon completion of the project there was nothing wrong with the installation or the material. The wood was well acclimated to the environment, instructed by Teragren. She was not living in the home at the time of the project, and wouldn't be present to acknowledge the wood being in the environment, so saying that the wood didn't acclimate would not be a true statement. In response to the length the project completion, there was never any written time frame of completion. There also would have been no reason for the customer to cancel any plans she made to leave town, as the invoice states, we started on July 7, 2008 adn received the final payment of completion on July 24, 2008, giving exactly 17 days from start of project to completion. Those days do include Sundays in which are days we do not work, giving the completion time a lot less than stated by her. As for her husband to sleep on a trampoline would be unnecessary when there were beds inside the home, that is also the first I have heard of this. The comment made about the scratched dryer, it was a very old dryer and I couldn't tell if we did anything to it, but I did make an attempt to leave a msg. with the homeowner to resolve that issue. 07/24/08 10:57am*Called her left msg. to closeout balance and check dryer.* Customer stated that we damaged 11 boards and did not do a good job replacing them, our response is that the homeowner was already moving furniture around at the time of the damage, and we couldn't determine who caused the damage so our company paid $45 per board replacement plus materials as a customer service. I never received a complaint about a chunk of wood missing from door frame, therefore couldn't resolve. The comment made about being complete by August first is contradicting to the day she paid the remaining balance, which is my records show the date received is 7/24/08 check # 5019. Our records and documents show that there was a phone call received by another associate that her daughter called complaining which was on Saturday 1/27/09. We set up with an inspector for Teragren (manufacture) to look at the customer complaints. Upon inspection of the problem, the inspector interviewed her and questions about maintenance. SHe admitted to cleaning the floor with a wet mop and Murphy's Oil soap and put half the empty bottle on the counter that she has used to clean the floor. The Teragren Maintenance prohibits any wet mopping and oil soap among other things. Customer has had many contradicting arguments since initial contact with our company. Customer states that problems with floor started 3 weeks after we finished, if this statement was true there would have been no reason not to contact us. Also we could have prevented further damage she was creating by we mopping the floor. The inspector also noticed that the "cute" rug she put down had a rubber backing of some sort that would also trap moisture between the rug and the floor. In conclusion it is our and the inspectors findings upon review and tests of moisture in the wood that was caused by topical moisture from we mopping or the use of oil soaps as stated by her. The care and maintenance is not Flooring Perfections responsibility after installation and is the sole responsibility of the homeowner. Also the claim was denied due to the fact of wet mopping the floor which clearly states against doing so in the Teragren Care and Maintenance Guide. We have been in business since 1995 and have never had an installation failure; it is our regret to deny any further remedy that does not pertain to installation failure. Best Regards, Edward Gonzaba-Manager"