Initial Business Response /* (1000, 7, 2017/09/20) */
*** claims that we provided information regarding the state of insulation in the common wall of the porchThe information given to *** was based on him telling our estimator that he did not want to heat the sun porch and him telling
the office at the time of booking his quote that he didn't think the inside wall was insulatedOur estimator advised that based on this information the proper way would be to insulate the interior wall of the porchWe at no time told him the wall was, in fact, uninsulated because until we drill holes we do not know
***, was informed that holes would be drilled through the paneling as part of his quote, and that the holes would be plugged with plastic capsOn the quote sheet, it clearly states "if exterior walls are found to be insulated once drilling commences a minimum charge based on labour and materials used will be applied." The customer requested via email that we proceed with the work and gave our work crew permission to be on site in his absence
The work crew after drilling a couple of holes and finding insulation consulted with ***, who told them if they would like to continue drilling to do so to ensure all cavities were filled with insulation
*** emailed after the change order reducing the price was issued to him with concerns about the priceWe advised on the minimum payment in the event the walls are found to be insulatedAt this point, we hadn't heard from *** again until our collections clerk followed up with him a week later to make arrangements for the paymentIt was at this time that *** expressed his interest in having the bill dissolved and the holes in the walls repaired
We stand by the original contract as we can only advise based on information provided by the customer and what we observe while onsiteNone of which lead us to conclude we acted in a negligent manner or misled the customer with malicious intent
Initial Consumer Rebuttal /* (3000, 9, 2017/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are incorrect statements in Trinity's responseAt no time was I ever advised or made aware of a minimum *** service charge and at no time did anyone go over the contract with meThe conversation I had with their estimator *** *** he stated that there was no sense insulating the porch because the wall the porch is attached to was not insulatedHe said he knew this because he took the plate off the plug and ran his finger around inside the wall and there was no insulation around the plug which indicated to him that there was no insulation in the wallHe is the expert not me so I took that as meaning it was not insulatedI said that explains why that wall is always cold then and he agreedI once again asked *** if insulating the porch would still help at which he said that it wouldnt because the porch would draw heat from inside the house through that wall unless I installed heatersI said that was more than I wanted to spend so could he tell me a how much to insulate the wallHe said he would have *** send me the estimate to insulate the wallWhen I got the estimate I thought it was fair and told *** to go aheadI went into their office and signed a paper allowing their workers to come in while I was out of the house and at that time again no one went over the contract with meWhen the workers arrived they drilled a couple fist sized holes at the bottom of the wallThey said it looked like it was already insulatedI advised that *** said it wasnt and they asked if I wanted them to continue checking and I said yes they could drill a few more holes to be sureWhen they were done after fist sized holes were drilled they called *** and told him he was wrong the wall was insulatedThey apologised for the error and advised I would get a service charge sent for ***I immediately emailed *** that same day as soon as they left not a week laterThat was when she told me there was a minimum *** service charge and they were giving me a discount, thats when I addressed the bill originallyThey sent the bill to me the 7th and I responded back the 11th after the weekend so only the 2nd business day not a weekI have since contacted other contractors and they said that to test the wall they didnt have to drill those holes they only had to pull back the base board or drill a small hole in the baseboard and use a scopethey said I was lucky there was a vapour barrier and they had cut into that tooNo other contractor said they would have charged me and cannot believe the poor customer satifaction they are giving me over *** especially now that it will cost me *** or more to fix the wallI have a contractor booked to give me an estimate and will be submitting the bill to TrinityI will also be giving my review of their business practices on *** and *** as well as their own site, although they will likely take it down and ***
Initial Business Response /* (1000, 7, 2017/09/20) */
*** claims that we provided information regarding the state of insulation in the common wall of the porchThe information given to *** was based on him telling our estimator that he did not want to heat the sun porch and him telling
the office at the time of booking his quote that he didn't think the inside wall was insulatedOur estimator advised that based on this information the proper way would be to insulate the interior wall of the porchWe at no time told him the wall was, in fact, uninsulated because until we drill holes we do not know
***, was informed that holes would be drilled through the paneling as part of his quote, and that the holes would be plugged with plastic capsOn the quote sheet, it clearly states "if exterior walls are found to be insulated once drilling commences a minimum charge based on labour and materials used will be applied." The customer requested via email that we proceed with the work and gave our work crew permission to be on site in his absence
The work crew after drilling a couple of holes and finding insulation consulted with ***, who told them if they would like to continue drilling to do so to ensure all cavities were filled with insulation
*** emailed after the change order reducing the price was issued to him with concerns about the priceWe advised on the minimum payment in the event the walls are found to be insulatedAt this point, we hadn't heard from *** again until our collections clerk followed up with him a week later to make arrangements for the paymentIt was at this time that *** expressed his interest in having the bill dissolved and the holes in the walls repaired
We stand by the original contract as we can only advise based on information provided by the customer and what we observe while onsiteNone of which lead us to conclude we acted in a negligent manner or misled the customer with malicious intent
Initial Consumer Rebuttal /* (3000, 9, 2017/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are incorrect statements in Trinity's responseAt no time was I ever advised or made aware of a minimum *** service charge and at no time did anyone go over the contract with meThe conversation I had with their estimator *** *** he stated that there was no sense insulating the porch because the wall the porch is attached to was not insulatedHe said he knew this because he took the plate off the plug and ran his finger around inside the wall and there was no insulation around the plug which indicated to him that there was no insulation in the wallHe is the expert not me so I took that as meaning it was not insulatedI said that explains why that wall is always cold then and he agreedI once again asked *** if insulating the porch would still help at which he said that it wouldnt because the porch would draw heat from inside the house through that wall unless I installed heatersI said that was more than I wanted to spend so could he tell me a how much to insulate the wallHe said he would have *** send me the estimate to insulate the wallWhen I got the estimate I thought it was fair and told *** to go aheadI went into their office and signed a paper allowing their workers to come in while I was out of the house and at that time again no one went over the contract with meWhen the workers arrived they drilled a couple fist sized holes at the bottom of the wallThey said it looked like it was already insulatedI advised that *** said it wasnt and they asked if I wanted them to continue checking and I said yes they could drill a few more holes to be sureWhen they were done after fist sized holes were drilled they called *** and told him he was wrong the wall was insulatedThey apologised for the error and advised I would get a service charge sent for ***I immediately emailed *** that same day as soon as they left not a week laterThat was when she told me there was a minimum *** service charge and they were giving me a discount, thats when I addressed the bill originallyThey sent the bill to me the 7th and I responded back the 11th after the weekend so only the 2nd business day not a weekI have since contacted other contractors and they said that to test the wall they didnt have to drill those holes they only had to pull back the base board or drill a small hole in the baseboard and use a scopethey said I was lucky there was a vapour barrier and they had cut into that tooNo other contractor said they would have charged me and cannot believe the poor customer satifaction they are giving me over *** especially now that it will cost me *** or more to fix the wallI have a contractor booked to give me an estimate and will be submitting the bill to TrinityI will also be giving my review of their business practices on *** and *** as well as their own site, although they will likely take it down and ***