A Phenomenal Company

Initial Business Response /(1000, 7, 2017/08/07) */
We have tried on numerous occasions to assist the customer on her project but can not provide more than what we agreed to complete in the estimate and invoice. Originally when the client complained she stated the workers did not complete the clean up well enough. Two of the company's owners went to the property to personally complete the clean up to ensure it was completed to the customer's standards. We received no further complaints of this afterwards. When we asked the customer for the final payment, she stated we must wait until her tenant had a chance to complete a walk through. We thought this was reasonable until we noticed the client was not reaching out to us, the tenant never seemed to be home, and the customer did not want to provide contact information for the tenant. It was a bit odd.

We made several attempts to schedule a time to meet with the tenant so that we could address any concerns on the spot. It became impossible to schedule this with the customer or her tenant because neither would communicate until several days later and we never spoke to the actual tenant. We took several pictures to show the customer, who happens to live out of state, the work that was completed.

Our job was to prep the house for painting by patching and repairing the fascia boards around the perimeter of the home. When our Construction Manager originally spoke to the customer, he explained to her how he was going to repair the fascia boards by stating that we would use spray foam to fill in the large gaps prior to using stainable wood filler to seal up any potential water intrusion points and tack up any soffit boards that were hanging. Water does not travel up.

The tenant was scheduled to have her home stained and painted by another company, therefore, the filler needed to be stainable so that when she stains the house it would all match. The customer could not seem to understand this because the tenant made statements regarding the work as she did not understand what she was looking at. It would have been easier to complete a walk through with the tenant in order to explain the work to her which we attempted on numerous occasions. The customer became very hostile and began harassing the office assistant in the middle of the night and during business hours. She refused to pay her bill at all (unfortunately, labor is not free), and became very hostile and threatening to the point I had to direct my staff to stop responding in order to avoid legal issues with my employees.

I then decided it was time to begin the process to submit a lien on the client's property for failure of payment. Our policy is that a 1.5% daily late payment fee is applied to all invoices after their due date has passed. After the customer received the paperwork, she sent a message stating she would pay all but 100.00 of her bill excluding the late fee. Originally, in order to avoid further harassment and hostile outbursts by this customer, we accepted this.

A month later the customer returns with yet more harassment via email and then we receive this claim. I understand the customer has a right to voice her opinion and can only base her information off of that provided by a tenant with no admitted knowledge of the process and pictures she don't understand because she currently lives out of state. Even though the customer has this right, we have the right to be free from harassment, threats, threatening behavior, and all other behaviors that create a hostile work environment for our employees. We love our customers but we also love our employees and must take every step to protect and honor them both.

We did, however, make sure to take pictures during the entire process as we do with all of our customers. The complaints the client mentioned has never been mentioned to us and we did a thorough walk through of the site prior to leaving. Prior to the final cleanup, I agree with the client as the workers did leave globs of foam all over the place and the customer had every single right to be upset at that. We did not leave until it was thoroughly clean and the workers who completed the her project has since been released from duty. We do not tolerate disrespect of our valuable customers properties and strive to provide excellence in everything we do.

The best we can offer this customer because the work was completed is the dismissal of the remaining balance which is well over 453.00 at this time due to the late charges. Unfortunately, we will not be able to refund the customer for services already rendered.

Initial Consumer Rebuttal /(3000, 9, 2017/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I always responded to them Immediately. I hiredcthem to screw down and patch woodpecker holes on the facia boards on a beautiful log home. They failed to screw all the boards down, they put big globs of undstainable wood filler between end grain of the facia boards. I was forced to use an opaque stain on them because they made such a huge mess. They had promised to use stainable filler on the holes beforehand and I had sent them the color of the stain beforehand so they could match it as agreed upon. Why did they put globs of it on the end grain? I have to assume that they don't know what they are doing. Stay away from these guys.

Final Business Response /(4000, 13, 2017/08/18) */
We understand the customer does not want to accept the resolution we provided but we can not offer any more. The customer did not pay her full bill and stated she was holding 100.00 for the work she states we did not complete (work not part of the contract). We completed everything we agreed to complete and more but the customer keeps requesting more things to get more free labor out of our company. She uses harassment and threats as a way to try to obtain these services for free in exchange for our reputation but this is not something we have not seen before; gratefully not often.

As stated before, we can not offer this client free labor and the project was completed according to the estimate and invoice specifications. We completed everything the client requested while being harassed through hostile calls, texts, and emails and will not be threatened into free labor.

We believe in customer satisfaction but we do not agree with providing free labor for work completed, continuing to work with a hostile client who refuses to complete a walk through in person so that we can go over the concerns with the tenant and address them immediately, or communicate without threats, insults, or harassment late at night. I'm sorry the client is not happy with the resolution we are offering but I think allowing the customer to keep the 100.00 and over 30 days of late fees she did not pay as well as refraining from filing a lien for said 100.00 and over 30 days of late fees is more than fair in exchange for the agreement that the client will refrain from harassing or threatening our staff or company via email, text, phone and all other forms of communications.

Final Consumer Response /(4200, 15, 2017/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In addition to the completely inappropriate and incomplete work they did they are not honest in their response here.