We had water damage to our bamboo and cork flooring that Custom Floors had installed a couple of years ago. I called Custom Floors to get an estimate on repairs, and in the nearly two months that followed, found that they were not nearly as easy to work with as they had been when we had our floors installed. It consistently look multiple phone calls and voice mails to get a response, and then the response was typically that they would look into my inquiry and get back to me. I wouldn't hear from them until I called again. Eventually replacement planks were ordered, and some time after that I was informed that the flooring had arrived. Nearly two weeks later, after multiple calls, I find out that they had ordered 3/4and quot; bamboo planks instead of the engineered flooring that I needed, and that the engineered planks had been discontinued. Cindy suggested that I might be able to find my flooring on Lumber Liquidators, but a quick check revealed that the only tiger pattern (our colorway) that LL had were in boards that were half as wide as what we had had installed. At that point, Custom Floor's only suggestion was that we we replace all 1000 square feet of continuous bamboo flooring in our house, although less than 10% was damaged. I suggested several alternatives, including having the floors refinished. Cindy got back to me with the information that, although I had been told when I bought the floors that they could be refinished 4-5 times, in fact, because of the construction of the bamboo flooring, that was not possible. At this point, after months of having to be proactive and getting little in return, I voiced my concerns to Cindy and told her that I would like to pick up the cork boards that they did have in stock so that I could have someone else install them, and be refunded the difference between those boards and the 50% deposit I had put down. To my pleasant surprise, Cindy responded the next day with an apology, a refund, and an offer to deliver the cork flooring to our house to save us a trip. (Comically, I got a call that day from the woman who was delivering the cork to our house, and found that the woman had been given the wrong address for our house and was on the wrong side of town. Fortunately, we worked out the error and our flooring was not left in a stranger's driveway). While my experience with Custom Floors for this project has overall been very disappointing, I have upgraded my rating here from what it would otherwise have been, based on their response to my final email, which was, happily, beyond what I would have expected.