To my knowledge, we have only billed and collected for the portion of the job that has already been completedThis is an insurance job and there was an additional supplement that we did receive that accounted for the $we collectedThe supplement was for the replacement of decking that was not up to codeWe submitted photos and our estimate to the insurance company and they agreed to our supplement and therefore sent the money to the property owner who was kind enough to bring it to usThe work that has not been completed, to my current knowledge, is a small portion of siding that we have been unsuccessful at matchingTo my knowledge, we have not collected any money towards that portion of the project as we are still trying to determine the correct course of action to reach a resolutionMy office has enjoyed working with Mrs [redacted] She is a very kind person and has regularly visited our office where we have went over the details many timesIt is unfortunate that we are still lacking the clarity of what has been completed and the correlation to what has been collectedMy office is currently printing and preparing the estimates and communications with the insurance company to show her what we billed for and whyIf we do discover an error on our part, we will fix it today and submit a final statement describing the outcomeAs for the communication issues, we have documented phone calls that we made in the attempt to communicate what we planned to do to finalize the siding issuesWe received no answer and there was no voice mailbox to leave a messageI think she prefers to talk in the office rather than by phoneWe were actually beginning to think she wasn’t interested in completing the project since we could not find a matching product and maybe she just wanted to keep the remaining claim moneyOur office is always open from 7am to 4pm on weekdays but we do close for lunch which can be random at times so maybe we missed her during lunchOn that note, we have ordered a “gone to lunch” sign to help with this type of issueAlso, there was entire week that the office manager was on vacation and the office wasn’t open but our phone was still on and we use an answering service that takes messages for usWe never received any messages that we were missing herOverall, I believe this comes down to a miscommunication of some sortWe will be calling her today to attempt a final resolutionSo far we have maintained a near perfect record of customer satisfaction and we most definitely want to keep that record cleanWe will work with this property owner and the Revdex.com to resolve this immediately
To my knowledge, we have only billed and collected for the portion of the job that has already been completedThis is an insurance job and there was an additional supplement that we did receive that accounted for the $we collectedThe supplement was for the replacement of decking that was not up to codeWe submitted photos and our estimate to the insurance company and they agreed to our supplement and therefore sent the money to the property owner who was kind enough to bring it to usThe work that has not been completed, to my current knowledge, is a small portion of siding that we have been unsuccessful at matchingTo my knowledge, we have not collected any money towards that portion of the project as we are still trying to determine the correct course of action to reach a resolutionMy office has enjoyed working with Mrs [redacted] She is a very kind person and has regularly visited our office where we have went over the details many timesIt is unfortunate that we are still lacking the clarity of what has been completed and the correlation to what has been collectedMy office is currently printing and preparing the estimates and communications with the insurance company to show her what we billed for and whyIf we do discover an error on our part, we will fix it today and submit a final statement describing the outcomeAs for the communication issues, we have documented phone calls that we made in the attempt to communicate what we planned to do to finalize the siding issuesWe received no answer and there was no voice mailbox to leave a messageI think she prefers to talk in the office rather than by phoneWe were actually beginning to think she wasn’t interested in completing the project since we could not find a matching product and maybe she just wanted to keep the remaining claim moneyOur office is always open from 7am to 4pm on weekdays but we do close for lunch which can be random at times so maybe we missed her during lunchOn that note, we have ordered a “gone to lunch” sign to help with this type of issueAlso, there was entire week that the office manager was on vacation and the office wasn’t open but our phone was still on and we use an answering service that takes messages for usWe never received any messages that we were missing herOverall, I believe this comes down to a miscommunication of some sortWe will be calling her today to attempt a final resolutionSo far we have maintained a near perfect record of customer satisfaction and we most definitely want to keep that record cleanWe will work with this property owner and the Revdex.com to resolve this immediately