COMPLAINT: Karen Utterback, Indianapolis

"I hired Flooring Expressions to install wood floors and some carpeting. When they moved the furniture back, they scratched the new wood flooring.

"I paid them in full because they said they were going to come back and fix the scratches. A guy did come out, but all he did was spray something on the floor that left streaks, like I waxed my floor with the wrong wax.

"The same guy came out and looked at it again but he didn't say much, just that he's never had that happen before. He blamed it on my chairs and said he would talk to Larry Whitaker [the owner].

"I've called Larry many times, but he hasn't returned any of my calls. The last time I talked to him, he said something about me having to go through the manufacturer's warranty, but he never called me back.

"He needs to come to my house and personally inspect the problem areas. If he doesn't agree that the floor needs to be fixed, I'd like an independent company's second opinion.

"If he feels it's the manufacturer's problem, he needs to contact them."

DESIRED RESOLUTION: "I want the scratched areas fixed."

STATUS: Penalty Box