I had my main level carpeted. I found a flaw in the living room piece. It was about 12”x4”. The owner, Dewey, came out the next day to check it out, hoping that it was just a “crush mark” from being rolled up. He tried steaming it, but it wasn’t helping. He offered me a discount, but I just felt like the spot would really bother me. I declined, and Dewey said that he was actually glad. He said that his wife wouldn’t have accepted it, either. He’s a man of integrity. Although it was only a small flaw, he ordered all new carpet for me. I was afraid that he might try to patch it, but he didn’t even suggest that. He explained that because there would be a chance that it might be a different dye lot, he had to replace it all. I’m so pleased with his customer service. I always try to support small local businesses, and I’m so glad that I went with Carpet City Express. I can’t say enough about the great job Dewey and his team did.