Alan Mascord Design Associates Inc

Upon receipt of the customer's letter of complaint, we began the process of investigating the assertions, in order to formulate an accurate, documented responseThis process involved gathering all contracts, emails, voice message archives, web server log files, notes and sketches related to the projects, as well as contacting as many related people, such as contractors, suppliers and other service providersAlthough it took us longer than we had anticipated to gather this information and formulate a response, the original complaint letter did not indicate a deadline time for a replyThe customer did leave a phone message, which was forwarded to my voice system on Thursday, November 12thUnfortunately, I was out of the office for portions of that day, and it was not until the next day that I was able to listen to it
On Friday, November 13, I concluded our investigations into the complaint and composed a letter of response to the customerIt was sent at 7:31pm on November 13, Because the customer had provided a detailed complaint in written form, addressing multiple issues, we felt a written response was the best way to initially address their complaintThe customer had waited over a month for our response, so it was important to respond to their phone request within a day, to provide them a response that they could review over the weekendWe regret that they had to wait this long, but we felt it was most important to very accurately address their concerns
Apparently, at almost the same time that we were sending our response off to the customer, they were initiating a complaint with the Revdex.comI believe that the customer had initiated the complaint prior to reviewing our response, because the following day, Saturday, November 14th at 2:56pm, we received a reply to our letter, from the customerThey indicated that they had received our letter, and expressed that they wished we had responded sooner, that they "...will not pursue this matter any further."
We consider the matter closedWe respect the customer's viewpoint and appreciate the time they took to inquire about the processWe will continue to strive to be of service to them, should any questions arise

We received a email from Mascord today regarding the issues we had with their Company over a house Plan.  It is clear in their minds that we do not have grounds for a complaint.  We realize that we did not understand the process and how to review a house Plan for accuracy.  This has...

been a learning experience.  We will not pursue this matter any further.  Thank you for your help.[redacted] and [redacted]