Rhodes Hardwood, LLC

Initial Business Response /* (1000, 5, 2014/11/19) */
This is [redacted] from Rhodes Hardwood. We did complete this project a few months ago.. I sincerely would have appreciated being contacted about this matter prior to this complaint being left.
Upon completion of this work this client did have...

some questions about the work. We politely told her that the very very small marks in the floor are very very common and to be expected when staining such a large area and when staining a harder wood like she chose. We also had a contract that details what was to be expected of staining harder woods, and we verbally discussed this as well.
This client did not want to take our word for this, not trust our professional opinion, and demanded that we offer a $500 discount for this. During this time this client was crying, having a nervous break down, screaming at her husband in the front yard, and then recklessly drove away in her car. We were forced to agree to this because she was withholding our payment until we agreed to do this and I knew that we would have to sue to get any money if we did not agree to this.. I told her that we were not agreeing to any fault and that it was normal, but that I would be so kind as to offer an additional $500 discount. Her husband then wrote on our existing contract that this $500 discount was being offered and was going to be the solution for what they felt was a problem (see attachment). I have provided a picture of this portion of our contract. This is in his hand writing. After agreeing to this discount (and this clients terms) and signing off on this the client then gave us a check for the work.. We thought everything was ok and they were satisfied until she called me later in the day saying she canceled the check.
I then met with her and her husband again and they then wrote me another check for the balance, that didn't include the cost of the canceled check fee. But again, I didn't even mention this because I didnt want to cause any more screaming and uncomfortable fighting between her and her husband. We were not paid for this work until we completely satisfied the customer, even though we felt that we were being treated unfairly.
In closing; we went way above and beyond the normal for these clients. We shopped for flooring for them for several months (to find them a deal), we then gave them the flooring at our cost (without the normal 20% mark up), we made several trips to their house with flooring samples, stain samples etc. We also offered a discount on the work to help meet their budget. And we offered the $500 discount at the end when it was time to pay for the work for no reason.. All in all we provided thousands of dollars in discounts and did a great job for these people. We then stuck to the exact budget for the work that we gave them, we did the work ahead of schedule and more..
We are not going to refund any additional money months after the job was completed, after we have already discounted a lot of money (for no reason). This client came up with the solution for what they felt was a problem, wrote this on the contract, and got us to agree to this $500 discount. So at that point what they thought was a problem was solved.
We are very very confident that if this matter went in front of a judge that this judge would side with us. If this client wishes to take it to that level we will be ready and willing to defend ourselves and we will be prepared to counter sue for the $530 loss we took (canceled check and no reason discount), the loss of work we will incur and the fees for our attorney.