We own a long-standing appliance store. A customer thinks we scuffed her laundry room floor but we don't think so. What should we do?

Performed a service visit to replace a pedestal on a customer’s washer/dryer. No damage was reported during or immediately after service, and no issues were noted by the technician at the time. Approximately 16+ days later, the customer reported alleged floor damage and later provided photos and an estimate seeking full flooring replacement. The photos did not clearly demonstrate causation or damage consistent with the service performed, and the estimate did not attribute fault or identify localized repair scope, instead proposing full replacement (betterment).

Company reviewed the timeline, documentation, and estimate, requested clarification, and issued a written determination that causation could not be established. Company policy is to take responsibility when damage is clearly attributable to its work; however, based on delayed reporting, lack of contemporaneous evidence, absence of professional attribution, and unreasonable replacement scope, company declined responsibility. Communications were professional, consistent, and documented. Basil remains prepared to respond. What are the next steps if customer continues and do we need legal help?