Footprints Floors of Charlotte

Unfortunately, Julia's review leaves out a great deal of facts and is constructed to cause damage to our business rather than communicate reality. The reality is she's demanding a full refund in exchange for the removal of her reviews. She has gone to multiple websites to increase the damage she can cause. This is a quote from her Feb. 1st email in response to our inquiry for solution: "You should be ashamed! I will leave you alone if you refund all my money." Julia's project consisted of a small kitchen install with a floating floor LVT product. Footprints did not provide the product, but rather installed product Julia purchased from a box store. We did provide her measurements for her purchase however. ?At no fault to Julia, but more caused by circumstances, Julia purchased large 24x24 tile lvt that, by their nature, create more waste. We asked her to purchase a couple more squares of material which she did with no issue ($10-15 worth). She and her husband expressed that they was very happy with their floor after installation. Things went south when we installed the customer supplied 1/4 round to hide the gaps that are required around walls and cabinets. The supplied trim was bulky, too wide and not very attractive. After the trim install, our field manager conducted a walkthrough and agreed with her assessment. It didn't look good. A couple cuts were less than ideal, but in reading between the lines, she was dissatisfied with the product she had picked out. We told her husband we would install new, more attractive, 1/4 round at no additional cost and for them to give us some dates that worked to do so. We parted on good terms with a solution in hand. From there, her emotions took over, reason was removed and communication broke down. She refused to let us back in her home. We're not exactly sure what happened from the meeting/solution to the current state of abusive emails and reviews. Upper management called to see what could make her happy and her response was a full refund for everything or we'd hear about it on the internet. As always, Footprints stands behind it's work and goes to great lengths to make sure every customer is happy and satisfied. We complete thousands of projects a year to great success, operating at a 99.7% success rate. With Julie's LVT floor, we have always been more than happy to bring her floor to industry standards. A full refund, however, is not an acceptable solution given the facts. And now, unfortunately, in not getting what she demanded, Julia has taken to the internet to damage us in hopes of coercing that refund from us. She's holding our good reputation hostage for her selfish benefit. Again, we are happy to install her 30 ln ft of 1/4 round or pay the $50 to have someone else do it. That isn't actually what she's wanting. We are left with a decision to either pay her unfair demands of a full refund or live with her review.