Diablo Flooring,Inc

Comment by:
Brian D
on 09/15/2008

In response to Patrick L's review. During the carpet installation there was a side match problem caused by the manufacturer (carpet mill). I contacted the mill the next day and had a carpet blender to shade the carpet so it could all blend together. This was completed within a two week period, from the install date. Patrick emailed me and requested I come inspect the carpet. I immediately returned his email and requested a time and day when I could come to his home but I never received a response from him. I took the initiative and stopped by around 6pm and was able to inspect the carpet. I agreed with him the shading helped but did not solve the problem. The next day I called the mill and they would request the blender to re-do the shading. The blender contacted him. Patrick was furious because I wasn't the one who made the phone call to him, but it was the blender. Was that right or wrong? He was upset and requested that all the carpet be replaced, so I contacted the mill, I was required to fill out a claim with pictures and reason for the replacement . I told Patrick I'd keep him posted as claims could take some time to resolve. I received another phone call from him about a week later (today) and requested an update and then decides to ask for a credit. Once again, he was furious and threatened to write a bad review, questioned my age and my business decisions. It was dissappointing to receive personal attacks when I was only trying to fix the problem. In the end, I called the mill and received approval for Patrick's credit. Unfortunately, if he would have expressed $$ in the beginning we wouldn't have been going around in circles. This was a customer that I could not please although I tried my hardest to fulfill his requests. I got him his credit and the issue is resolved. Brian DeOliveira Owner