Response from BM Carpets & Flooring
"I want to address this Consumer's concerns regarding the laminate flooring installation on May 23rd. I pride myself on my work, and it's disappointing this situation caused dissatisfaction.
The customer supplieded their own laminate for the hallway and kitchen. During my initial quote visit (£160 for installation only), the material was in their loft and couldn't be inspected.
On the fitting date, I began work after the customer left. I then discovered the laminate was unusually thin (6mm), unlike the standard 8mm-12mm I typically work with. This poor-quality material made installation incredibly challenging, especially in tight spaces, leading to splitting and delays as damaged boards needed replacing.
In hindsight, I should have refused the job due to the material. However, seeing the customerr had already prepped their kitchen, I aimed to help by at least completing the hallway. The unexpected difficulties prevented me from finishing the entire job that day.
To resolve this, I offered the customer a full refund, as they'd paid me upfront. They, however, suggested I keep £60 for the completed work.
The work was nearly a month ago, and I hadn't heard from this customer until now, with a complaint and negative review. I understand their frustration and did my best to handle the situation fairly. I'm open to further discussion to ensure client satisfaction, even when unforeseen issues arise."