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Bentley Design & Remodeling, Inc.

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Bentley Design & Remodeling, Inc. Reviews (1)

Dear Ms. [redacted]: This is to advise that I represent Costen Floors, Inc. ("Costen Floors"). My client asked me to respond to your letter dated February 23, 2016 regarding the complaint the RevDex.com received from [redacted]. On or about April 17, 2015, Costen...

Floors, Inc. submitted a quote to Ms. [redacted] to install laminate flooring in her house at [redacted], Virginia. Ms. [redacted] signed the quote on or about April 20, 2015. A copy of the signed quote is enclosed. Pursuant to the terms of the quote, Golden Oak laminate flooring was to be installed in the living room and dining room and Euro Terracotta laminate flooring was to be installed in the foyer and kitchen. The flooring was installed on or about May 4, 2015. Ms. [redacted] sent an email to Courtney Mills at Costen Floors, Inc. on May 6, 2015 in · which she advised that the wrong laminate had been installed in the foyer area and that the plumber had not unhooked the water line to the refrigerator. She also expressed concern about the way the installers had handled her furniture. I am enclosing copies of Ms. [redacted]'s email and referenced photographs. Exhibit I is the photograph of the living room and foyer area. Exhibit 2 is a photograph of the shoe molding that was installed. · Exhibit 3 is a photograph of one of the broken bar stools. Please note that Ms. [redacted] stated, "I love my floors ... .'' Ms. M[redacted] responded to Ms. [redacted]'s email on May 8, 2015 offering to give her a credit "around $135.00". Ms. [redacted] responded with three separate emails in the early morning hours of May 9, 2015. Copies of these three emails that were sent between 12:19 a.m. and 12:31 a.m. are enclosed. Ultimately, Ms. [redacted] agreed to accept the Golden Oak laminate installed in the foyer in return for a credit for $350.00. Costen Floors did not hear anything further from Ms. [redacted] until she posted a complaint on its Facebook page on December 24, 2015. Tripp C[redacted] sent Henry H[redacted], an employee with Costen Floors for more than twenty years, to Ms. [redacted]'s house in response to her complaint. Based upon Mr. Harvey's inspection, he concluded that the issues with the floors was caused by water damage. Tripp C[redacted] subsequently contacted Ms. [redacted] and told her that he would contact either [redacted] or [redacted] to inspect the floors in herhouse. Ms. [redacted] rejected Mr. Costen's offer. He then suggested to Ms. [redacted] that she contact her homeowner's insurance carrier and have it inspect the floors. He asked her to call him if her homeowner's insurance carrier determined that the issues with her floors were the result of improper installation. To Mr. Costen' s knowledge, Ms. [redacted] has not contacted her homeowner's insurance carrier. I am enclosing the list of comments Ms. [redacted] has posted on Costen Floors' Facebook page since the initial post on December 24, 2015. Based upon Ms. [redacted]'s posts on Facebook as well as the complaint she filed with the Revdex.com, it appears that she believes Costen Floors is blaming her for the issues that she is now experiencing with her floors. Mr. Costen believes that the issues are the result of water damage. Although Ms. [redacted] denies the existence of a leak, she does state in her complaint that "I believe there was something in the install that's causing water that gets dropped on the floor to go into the c1:acks of the laminate and go to the lowest part of the kitchen, which is where the damage is." Her statement begs a ~umber of questions including how often has water been dropped on the floors, how much water was dropped on the floor and how long did the water remain on the floor before it was cleaned up? Ms. [redacted] posted a message on her Facebook page on November 22, 2015 making reference to a leaking sink. She posted again on December 28, 2015 is seeking references for a plumber to snake a drain, stop a leak, replace a tub, and possibly a toilet. We do not know if the leaks that she references are in her kitchen or in her bathroom. Ms. [redacted] has rejected Mr. Costen's offer to have a third party inspect her floors to determine the cause of the issues she is experiencing. Costen Floors has no intention of doing any conectiye work until the cause of the issues has been determined and Ms. [redacted] removes her intemperate posts from its Facebook page and promises in writing to refrain from doing so in the future. I trnst you will find the above in order. In the event you have any questions, please call.

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