Reilly's Floor Restore

Customer did purchase a television from us and we did install it for him. After six months, we received a call from *** *** that the television was leaning. Within minutes of this phone call we arrived at their home to find that the television had since fallen to the
ground and was damaged beyond repairThe customer made no attempt to try to save the television even though it had not fallen yet. After investigating the damage, we determined that everything had been installed and mounted correctly as the main television bracket was still firmly attached to the wall correctly. the screws that held the bracket arms of the wall mount to the TV somehow came loose and caused the TV to fall off of the main bracketWe had never seen this type of incident before and since this happened six months after the original installation, we told the homeowner that it would be best to contact his homeowners insurance to address the situation as the TV had been mounted correctly and it seemed to be some other reason that it fell off the bracketThe ***'s insisted that I contact my insurance company to deal with this problem, which I did. Our insurance company said that it was not covered under our policy, however the damage to their hardwood floors would be covered (not sure why, but that's what they told me)This obviously did not sit well with the customer. In the agreement/contract that *** signed when making the original television purchase from us states under the section "Liability": that "In no event shall SAS be liable for any incident, special, incidental or consequential damages resulting from SAS's performance of services under this agreement or from the furnishing, performance or use of any products sold under this agreement or any other agreement". To me, this means that we are not liable for the damages and that the customer agreed to this when they signed our contract.In lieu of this section of the signed agreement, we have decided to resolve this issue with the ***'s and we are replacing the customers 75" television and providing them with a new mounting bracket to replace the originally installed mount. Although we still do not feel that we should be held responsible for this issue (specifically because of the signed contract/agreement), we do feel for our customers and decided that taking care of this was the right thing to doThis complaint has been resolved as far as we are concerned