There are always 2 sides to every story. I have contemplated trying to write out our side, and correct all the mistakes in the above account, but it feels too cheap.
I am very disappointed that we were not able to keep this customer happy. You can see from our other reviews that we conduct our business with integrity, and we care deeply about our customers happiness.
If anyone has any questions about this project, please give us the benefit of the doubt and call.
We are known for the care we take to explain every detail of a project, and for calling when things change or we'll be late etc.
This was a case of poor communication leading to disappointment. This happened despite our best attempts, proving that you can't satisfy every customer everytime.
Without recapping the entire debacle, but addressing what was listed for how we could improve:
1. Our quote was bang on and included massive discounting, total compassion in waiving our normal deposit procedure and assuming thousands of dollars of risk, and many trips back and forth to make sure the customers wishes were clearly defined and met. Also, the customer asked me, not Chris, to add product to the install, so the rest of the conversation as described is suspect...
2. We never agreed to a specific start time, rather mentioned a target we usually shoot for, but explained that given the travel time and the deadlines we were juggling to make the project work for them it would be really tough to have our normal start time. I asked if we needed to give a solid time to which we were told "no, no worries. I will be here throughout the day, so as long as it gets done!"
3. The idea that 2 business partners who work hand in hand together on each project is "shuffling" a customer between two people is ludicrous. That would be like characterizing our experience with this husband and wife team as "shuffling" us back and forth between each other?!?
Please understand that much of the information above is either wrong, or twisted to show us in a very poor light. I am not interested in a shouting match. This is a great forum for reviews, and we have learned that no matter how much communication you may have with a customer it may not be enough. I was even worried at one point that we would complete the work and be left hanging after how I was treated on the phone!
Please take this with a grain of salt and read on for more reviews... then follow up with us. You will find the above scenario to be very a-typical and our committment to excellence second to none!
-Jerret
CONTRACTORS BEWARE!
FYI in response to the photos recently posted, if this customers motive was in doubt before it has been solidified for me now.
It has been at least 2 weeks since we were last there and repaired the damaged area in the space beneath the stairs... to clarify, Chris did not tell them "it didn't matter", rather was trying to explain the difficulty of installing flooring there as the cause of the flaw. That was twisted entirely to show us in a false light.
Second point, why are these photos the first we were notified of the other issues? If we were willing to literally chisel out part of the floor we just installed to correct an error, why would we not address these other issues as well? Because it was never brought to our attention. Rather it was held back to be aired in a public forum. This is what I meant when I let the customer know in a previous conversation that "the phone works both ways".
We do everything we can to keep our customers happy and informed, addressing each issue that may arise as it comes up. We can attest to this with over 200 customers, and only 2 of them we were not able to satisfy. But the caveat is that we have to be informed if we have not met an expectation, preferably in a polite and civil manner.
For us the biggest thrill at the end of a job is to hear the excitement in a customers voice as they realize the scope of the transformation. It is a blessing for us to have a great product and skill as tradesmen to be able to help people with issues they are in dire need of solving.
However, when we are treated with no respect, no appreciation, it takes the joy out of the work, and it becomes just another job.
Again, this is not meant to be a shouting match and a simple phone call or an e mail would suffice to have issues addressed. Of course we will be wary about further dealings with a customer who will not pay "less than cost" for additional work they requested, but i'm sure were other means than vilifying us with this libelous account to be employed, this other concern could be dealt with as well.
-Jerret
Reply created 27 Oct 2009