COMPLAINT: Karen Clements, Roswell, Ga.

"The Perfect Solution Dry Carpet Cleaning in Roswell, Ga. had just cleaned my house's carpet and my neighbor suggested that I have them redo my hardwoods. She had hers done a few years ago and they still look amazing.

"I asked the crew to work up a quote. We agreed upon the price, and the work began days later. The crew cleaned the hardwoods, sanded them and applied several coats of protectant.

"The finished product was showroom worthy and my floors had never looked this good. As the weeks passed, the finish became very lackluster. After 90 days, the floors looked worse than before they were redone.

"I asked Mike [Daugherty, the owner] to take a look and he agreed to redo the floors. We didn't discuss pricing. I figured there would be no charge, as his product didn't stand up over 90 days. Unfortunately, Mike wanted to charge $500 to correct the problem. I asked him to reconsider, but I've yet to receive an answer from him."

DESIRED RESOLUTION: "I want my floors redone or a refund."

RESPONSE: Mike Daugherty, owner, The Perfect Solution Dry Carpet Cleaning

"We absolutely stand behind whatever we do. We cannot, however, stand behind what the customer does if it's not within the maintenance guidelines I leave them.

"When we restore wood floors, several things factor into their appearance after completion. I leave written directions for maintaining the wood and if people choose to not follow my directions, their floors will not hold the shine or maintain their appearance.

"In this case, she has two golden retrievers that play actively in a fairly wet backyard and shed a lot. Her floor issues are related to dog hair and soil from their paws. Without managing those issues, no floor system will stand up to those conditions."

STATUS: Resolved

Editor's note: Clements informed Angie's List that The Perfect Solution refinished her floors at no cost.

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