A Helpful Handyman Ltd. Renovation & Repair Contractor

The customer in question called us in a panic after working hrs and said she desperately needed someone to repair her floor as someone would be coming in the next day to install laminate flooring for her.
I asked one of our employees who was headed home for the night to go and see if we could do the repair. It was a 30 min drive to customers home.
He arrived at customers home at approx 5:30 P.M. The concrete floor needed to be leveled. Ryan jack hammered concrete down, prepped the floor and installed a self leveling flooring compound that is mixed with water, poured onto the concrete floor and left to self level and harden. The employee feathered the edges smooth, informed the customer prior to his leaving that she needed to keep her pets (which were roaming around) and people off of the repaired area for at least 2 to3 hrs till the mixture hardened

The customer called 30 to 45 minutes later and said that something did not look right and to send someone to fix it.

I called our employee and he said there was nothing wrong with the repair when he left. Ryan has repaired and leveled many floors in the past with no issues. His main trade is Drywall but is skilled in many other areas as well. Hence why we call our company A Helpful Handyman Ltd. I asked Ryan to go back and see what the issue was. Ryan arrived at her home approx 30 minutes later and called me right away. Ryan informed me that the customers cats had walked all over the half set floor leveling compound causing it to be uneven etc.
Ryan tried to repair the concrete leveling compound, but it had set too much. When he tried troweling the area it just made the compound heave, causing more issues. Ryan and I both informed the customer that we could not repair the damage caused by her pets tonite. The hardware stores were all closed and we had no means of acquiring more floor leveling compound etc. We suggested leaving it to harden and then we could come back the next morning to grind and patch it smooth again at her cost. We felt that this would be the quickest, least expensive way to repair the damage.
We never heard from the customer again, she paid us in full without being told of her complaint that she stated in her review.
AHH guarantees all workmanship up to 5 years. If we had done a poor job we would fix it. We have an A+ rating with the BBB for a reason.

AHH does not understand how we can be held responsible for the actions of pets. We tried to repair the damage but could not,. AHH informed the customer that we could come back and repair the damage, but it would be at her cost, and all she had to do was call the office to let us know. She never did, but instead wrote a review we feel is absolutely incorrect.

In short, the customer called with 0 notice, we did the repairs properly, her pets damaged the repair and AHH is accused of poor workmanship.

AHH only charged her approx $500.00 for an after hrs emergency repair, to which $150.00 was for supplies and feels it is unlikely it would have costed anymore than a few hundred dollars to repair the damage caused by her pets.

AHH takes customer satisfaction very seriously and would have worked diligently to try and resolve this issue. We feel this is one reason why we have an A+ rating with the BBB.