Alliance Floor Source

After reading the many good reviews of this company my wife and I visited their showroom. My first impression was very good and the sales lady was quick to help us. Once we selected the carpet we wanted, we were told that there was a $79 charge for an installer to measure up the room where it was to be installed. We were also told that there would be a discount for not paying with a credit card. The owner of the company came and did the measurement, which took less than 15 minutes. And we were emailed a quote for the installation. We accepted this and placed the order. At this point a deposit of 50% was requested. After some confusion about billing having received someone elses bill and invoices that didn't match the quote, we were told that we must provide credit card details for the balance of the order after having paid the deposit. This was not mentioned when we placed the order.
On the appointed day the installer called to say he would be late and eventually came. The carpet installation was done very well. However, as he completed the job he informed me that he didn't make enough money on this type of job to vacuum up the debris and I agreed. to vacuum our apartment. Shortly, after he departed, the building management called me to complain that there was a trail of carpet debris from my apartment to the building exit and that the installer told them he wasn't prepared to clean it up. I then took the job in hand and vacuumed up the mess in the elevators and corridors. I filed a complaint with Alliance floors and received an initial apology from the customer service saying that they would address the matter with the installer. Two weeks later the owner of the company sent me an email that stated that their installer told a different story and that it was our building staff that were at fault and that he liked to clean up after his job was done. The owner then went on to state that our building staff could benefit from a bit of customer service training themselves.
I think that statements of this nature are not conducive to establish good business relationships and a simple apology would have sufficed whether they thought were wrong or not.