It is not our intention to have a dissatisfied customer. We have a process we use on every floor and is good enough for 99% of our customers. We are not perfect and try to remedy any mistakes that may be made, promptly and happily. This lady has flat out lied about the events. Upon arrival of the estimate, one of the first things I told them was “you have a 30 year old, aged, oil based polyurethane. Any new flooring would not “match” exactly, unless all of the floors were sanded and stained at the same time.” In fact, I told them like I do everyone else, we don’t use the word “match” we use the word “blend”. I told them oil based polyurethane would give them the best blend possible. So, of course, they chose a non yellowing, water based polyurethane. They were informed that new wood and old wood look slightly different, regardless of the color that is applied. They said they understood and just wanted to sand the new wood. They chose to sand just the new wood, with all of the above information. We applied 4 stain colors to the new floor for them to view. They didn’t like any of them. We applied 8 more colors to chose from onto the floor the following day and they picked a mix color they liked. We applied the stain to three separate areas in the house, as samples, so they could make their decision. They agreed to go with said color. We applied the stain the next day. As the crew arrived for the first coat of polyurethane, she told the crew leader that she didn’t like the color. The crew leader called me and I called the customer immediately. When she answered she was crying. I asked her if it was a good time to speak because of the crying and she said yes it was, she was just emotional about the floor. We discussed some of the aspects she didn’t like and at that point I told her “we can sand the color off and start over again on the staining process, or we can continue with the application of polyurethane”. After thinking it over, she agreed she was overreacting and told us to continue! I gave her the option to sand it off, even though it was the color SHE thought looked the best and she told us to go ahead with it! I asked her if she was sure and said yes, finish as it is.We applied second coat of polyurethane that afternoon. The next day we applied last coat of polyurethane. As soon as the crew left, she called me to tell me she didn’t like it. As I was reminding her of the process and time we took for her to choose her color and how she already chose for us to proceed and complete the job, SHE started yelling and was interrupting me, telling me “you won’t do anything” “you’re not trustworthy” “you don’t care about me” “I’m going to put a bad review on Angie’s List” I was taken aback. She flipped from somber to rude before I could even finish talking. I was being professional, like I always am. I wasn’t angry or agitated. She was the angry one, about her color, that’s why she was rude with me. At that point, I simply asked why she couldn’t talk about it like adults and that she was throwing a tantrum, like a child. It was very weird. It is obvious by reading her review, she is lying. Why would I tell her she was acting like a child if she “never raised her voice or was disrespectful”? Why would I tell her that is was the best blend we could get, when I didn’t even see the color yet? All I wanted to do was remind her of the effort we put in to make sure this kind of thing doesn’t happen and make an appointment time to stop out. After a long, weird, silence, she agreed for me to come take a look at 7am the next morning. That evening, I sent an email, detailing and outlining the entire process of picking the stain. It was not disrespectful as she alluded to, it was choc full of facts. She responded with a reply of, don’t bother coming out tomorrow morning. How can I remedy a situation when I haven’t even seen the color and they won’t let me back? It’s because they know they didn’t have a leg to stand on, as far as blaming us for their color choice. It is very interesting she added a picture of the stain color, without the polyurethane on the stain. The polyurethane changes the stain color, quite a bit. Anyone who has worked with stain and polyurethane knows this. She was informed and knew this, as well. Is it because the pictures she took of the completed project, with HER stain choice, didn’t look too bad? Why post pictures of the unfinished project, unless she is intentionally trying to make us look bad? It’s because she was mad I called her out on her tantrum. If I had to guess, I’d say it was the first time someone has done that and she just couldn’t handle it. If our guys thought she was making a major mistake with her color choice, they would have told her. If they would have informed us there was stain on the carpet, we would have removed it. We have multiple products we can use, to do so. As I told them, I am a very fair and balanced person and we will do whatever it takes to make our customers happy, within reason. Two things you won’t be able to pull on me, one is, pick a color that was viewed multiple times, have us totally complete the job and then say you don’t like it and try to blame us. Two is, act anything other than a respectful and practical human being towards me and expect me to cater to that type of behavior. There are a lot of things to shed tears over, in this world. When you are crying over a floor color, priorities are out of sync. They had a built in “sub-zero” refrigerator. We don’t move these and the customer was informed of this. They were given the option to have it moved out before we arrived, if it was going to be an issue for them. We do not move cabinets when installing floors, if their cabinets are moving, it isn’t because of a lack of wood under them. Another lie she tried piling on in this review. Everything went exactly according to plan, other than she didn’t like the color she chose. I would have offered for us to re-sand the floor, for the cost of the polyurethane. She didn’t even give me a chance. So she hired another company, after paying us and unless they decided to just sand it all, I bet it still doesn’t “match”. I’m glad we were her first choice for her flooring needs. I just wish she would have been a little more practical. Emotional stability, is a major factor in how these projects go. We will continue doing excellent work with excellent business practices. Hopefully, for practical people.