Floor damage during door installation opens up complaint

Floor damage during door installation opens up complaint

COMPLAINT: Kelly Smith, Round Hill, Va.

"Firehouse Windows and Siding in Purcellville, Va., installed three new exterior doors. During the installation, the crew damaged our hardwood floors by putting painter's tape on them, which stripped the polyurethane coating and stain. We sent pictures of the damage, and the owner said he'd take a look and get back to us. It took almost a month to hear back. They told us it wasn't Firehouse's responsibility to repair. He was willing to put $250 toward the repair, which wasn't acceptable [to us]. After getting two quotes to refinish the floor and sending them to the owner, he offered us $500. The lowest quote we received was $750, which meant we'd still be out money for damages we didn't cause."

DESIRED RESOLUTION: "I want them to pay for the floor repairs."

RESPONSE: Scott Maple, owner, Firehouse Windows and Siding

"This was a total matter of miscommunication: After finally being able to talk to the homeowner rather than communicating through e-mail, we came to an understanding and paid for the floors."

STATUS: Resolved

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