Hi Jake,
Thank you for this review. It is nice to finally hear from you. We thought you forgot about us since we completed the project a long time ago. We don’t like hounding people for a review more than requesting it once. As you can tell from reading the many reviews we receive we normally don't, but after reading yours, I felt that I should respond to it to clarify for others who may read it.
When our mechanics have to work with any number of items, that maybe considered small or trivial by some, additional to the basic ones, we have to pay them for their effort and/or time spent whether we included these items free of charge to the Client or charge for them. This is how they are making their living on a daily bases. These additional items can NOT be free or included in the "base" price since one person may need them done but another person may not have any of these applicable, so if it would be "included" or "allowed for" we would automatically be less competitive than the competition that in most cases “low balls” over the phone. Thus they are quoted separately. They were quoted to you in the "overall proposal" during or after the Site Visit but definitely before you decided how, when or if you wanted to proceed. They were NOT given/charged to you after we started or upon the arrival of the crew. Your statement in your review can easily be misinterpreted. This is simply not our style. The quarter round we always mention when the client first calls us for the free estimate as it is a recurring item that we need to deal with more often than not. I admit we (and in your case it was me, so I) should (and likely have) asked for the type of doors you have during that conversation over the phone, but this is not a frequently occurring issue as most houses have doors that open instead of slide. We can only base an "up front proposal", otherwise known as a free estimate over the telephone, on the information that is provided by the potential Customer.
Should you feel that the above explanation is satisfactory and you were otherwise happy with our service and its corresponding value, you have the option of going back in and changing the score you gave us. Either direction, as you see fit.
Again, I would like to thank you for your business and we look forward to seeing you back as a Customer or anyone you may recommend to us.
Lehel Fabok, Owner.
Reply created 7 Mar 2013
