First, we want to make sure that you know we take every bit of feedback and every customer concern very seriously. We are very proud of our record of customer service and we strive to keep our customers interest's first in everything we do. We did complete the work per the original proposal...
contract and even completed a series of follow ups as you see below to fix the issue for the customer. As to the specific customer concern, we first want to let our customer know that we apologize for any inconvenience or time this has caused and also that we never initially tried to cause any delay in getting back to the customer in a timely manner. In fact, our scheduler did try to contact the customer a couple of times and left voicemails. We did have some confusion on our part in that we scheduled an initial service tech visit to work on the issue without having a confirmation from the customer. We did arrive on site, but were not initially allowed to work. After some additional communication with the customer and explaining that our intent was to get this resolved as quickly as we could, we did schedule one of our Project Superintendents to visit the home on Feb 23rd who developed a solution to fix the issue. We scheduled our Senior Service Technician to arrive on March 6th. That service call was completed and the problem has been corrected. According to our on site technician, the customer was satisfied with the work completed. As was stated earlier, we take all of these concerns very seriously and we hope that our follow up has satisfied this concern and the solution implemented has fixed any additional water issues. We want to thank the homeowner for choosing us to work on their home.
First we want to apologize for our crew not completing a full clean-up for the job site before they left. We will gladly return and address any clean up issues. Since we've recently had a higher than normal rate of work requests, we did in fact have to reschedule the appointment. We...
strive to be punctual, and efficient in all of our appointments, but with many moving parts we sometimes mis-estimate timing.The reason for our inability to complete the job on the final date due to our not being able to access the area to be leveled due to customer belongings obstructing our workspace. The need to clear out the garage space is explained in our contract and if there was a communication error on our part, we do apologize. Our crew did need to check with their supv. They took pictures of the site and discussed the area and the decision was made to not complete the work that day. We’re not sure how the idea that an engineer had to be involved came from, as we’ve traced back all Acculevel communications on this. We fully understand why this customer is upset, and appreciate him pointing out areas in need of improvement at Acculevel. We have since contacted the customer and have a meeting with him at the site tomorrow to discuss how we can work out the issues and also the questions about final payment. We do want to note, that we have already installed $3300 worth of helical pier product on his home to stabilize his garage as per the contract. We are confident that with some understanding and communication we can get this matter resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
J K[redacted]
First, we want to make sure that you know we take every bit of feedback and every customer concern very seriously. We are very proud of our record of customer service and we strive to keep our customers interest's first in everything we do. We did complete the work per the original proposal...
contract and even completed a series of follow ups as you see below to fix the issue for the customer. As to the specific customer concern, we first want to let our customer know that we apologize for any inconvenience or time this has caused and also that we never initially tried to cause any delay in getting back to the customer in a timely manner. In fact, our scheduler did try to contact the customer a couple of times and left voicemails. We did have some confusion on our part in that we scheduled an initial service tech visit to work on the issue without having a confirmation from the customer. We did arrive on site, but were not initially allowed to work. After some additional communication with the customer and explaining that our intent was to get this resolved as quickly as we could, we did schedule one of our Project Superintendents to visit the home on Feb 23rd who developed a solution to fix the issue. We scheduled our Senior Service Technician to arrive on March 6th. That service call was completed and the problem has been corrected. According to our on site technician, the customer was satisfied with the work completed. As was stated earlier, we take all of these concerns very seriously and we hope that our follow up has satisfied this concern and the solution implemented has fixed any additional water issues. We want to thank the homeowner for choosing us to work on their home.
First we want to apologize for our crew not completing a full clean-up for the job site before they left. We will gladly return and address any clean up issues. Since we've recently had a higher than normal rate of work requests, we did in fact have to reschedule the appointment. We...
strive to be punctual, and efficient in all of our appointments, but with many moving parts we sometimes mis-estimate timing.The reason for our inability to complete the job on the final date due to our not being able to access the area to be leveled due to customer belongings obstructing our workspace. The need to clear out the garage space is explained in our contract and if there was a communication error on our part, we do apologize. Our crew did need to check with their supv. They took pictures of the site and discussed the area and the decision was made to not complete the work that day. We’re not sure how the idea that an engineer had to be involved came from, as we’ve traced back all Acculevel communications on this. We fully understand why this customer is upset, and appreciate him pointing out areas in need of improvement at Acculevel. We have since contacted the customer and have a meeting with him at the site tomorrow to discuss how we can work out the issues and also the questions about final payment. We do want to note, that we have already installed $3300 worth of helical pier product on his home to stabilize his garage as per the contract. We are confident that with some understanding and communication we can get this matter resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
J K[redacted]