We apologize for the delay in responseWe stand by our first responseWe completed all the work as contracted, and made several trips to the home to address any issues brought up by the customerOur installers confirm the wall was finished to the 3rd coat, and if for some reason it was not, it should have been brought to their attention on one of the no charge visits to the home AFTER the work was completedWe will be more than happy to refund the customer's mother's credit card for the sake of her accounting, but the balance will be due as contracted from the customerIt should be noted that the customer's mother authorized the balance to be charged to her credit cardWe are not willing to refund money or reverse charges after a job was completed when all contracted work was performed in a quality fashionIf there is unfinished work PLEASE allow us to revisit the job siteHowever, the wall and all other work is finished, and I do not believe it was done by anybody but our install crew, nor do I have any evidence suggesting otherwiseWe have made every reasonable effort to satisfy this customer
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ It is regrettable that the customer feel that he was misinformedHowever, we have interviewed each of the individuals involved and have come to the conclusion that there has been a great deal of confusion and/or misunderstanding with this situation When our inspector, Daniel, arrived at the customer's home in Downers Grove, he was there initially to determine if the customer's chimney could be repairedAfter a thorough inspection, Daniel informed the customer that the top rows of the fireplace chimney would have to be removed and replaced due to the poor condition Prior to completing the quote for the work, the customer stated that the chimney was no longer being used and could we cap it off at the roof line to save moneyAlthough Daniel did state that we could do that, he also informed the customer that it would not be the best optionHowever, in an effort to assist the customer in his project, Daniel agreed to quote for the removal of the existing chimney down to the point of no damage (which was approximately courses under the roof line) and to rebuild it to the roof line and cap the unused chimneyDuring this time, the customer continued to ask Daniel questions regarding brick and motor color matching as well as discussing the reduced height When Daniel completed his estimate, he reviewed the work to be done and the cost with the customerAt that time, the customer choose not to do the workThe customer did not sign the estimate nor did the customer provide the 50% down payment for the work as explained and quoted The quote left with the customer was for the verbally agreed upon work entailing the removal to under the roof line of the damaged chimney and replacement to the roof line and capping the chimney for non-use When the customer called to schedule the job, the customer discussed the complete removal and rebuild of the entire chimney which caused some confusion to the scheduler based on his copy of the estimate cost To alleviate the confusion, when Daniel returned to the office, he called the customer to discuss the project and the quoteHe reminded the customer of the customer conversation and that the quote was for the lowered chimney based on the customer's desire to save money The general manager of our Elmhurst store (Scott ***) was consulted on what would be a price to be offered at basically our costThe customer were informed that we would complete the full chimney at a cost of $At which point the customer asked for additional discounts to "meet in the middle" We value our relationship with our customers above all elseWe believe we were more than fair in the revised quote to change the job to the customer new specificationDiscounting the job to our cost in an effort to alleviate any frustration the customer may have experienced from the confusion, seemed to be a fair and equitable solutionThe job itself should be at least an additional $500-$dollarsThe customer's willingness to "meet in middle" seems to indicate his understanding that the original quote for $was not for the job as he has described but for the reduced height chimney Although the customer originally decided not to accept the re-quoteWe will stand by itIf the customer chooses to have the original work done (tear down damaged and rebuild to roof line) or have the re-quote work done (tear down damaged and rebuild to original height), we will stand by either quote If the customer has any questions, please feel free to call our office and speak with our general manager, Scott ***, at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I don't agree with what was statedIt was clearly understood that this was a chimney rebuildHowever, I choose to move on and not hold any thing against the estimator
We apologize for the delay in responseWe stand by our first responseWe completed all the work as contracted, and made several trips to the home to address any issues brought up by the customerOur installers confirm the wall was finished to the 3rd coat, and if for some reason it was not, it should have been brought to their attention on one of the no charge visits to the home AFTER the work was completedWe will be more than happy to refund the customer's mother's credit card for the sake of her accounting, but the balance will be due as contracted from the customerIt should be noted that the customer's mother authorized the balance to be charged to her credit cardWe are not willing to refund money or reverse charges after a job was completed when all contracted work was performed in a quality fashionIf there is unfinished work PLEASE allow us to revisit the job siteHowever, the wall and all other work is finished, and I do not believe it was done by anybody but our install crew, nor do I have any evidence suggesting otherwiseWe have made every reasonable effort to satisfy this customer
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ It is regrettable that the customer feel that he was misinformedHowever, we have interviewed each of the individuals involved and have come to the conclusion that there has been a great deal of confusion and/or misunderstanding with this situation When our inspector, Daniel, arrived at the customer's home in Downers Grove, he was there initially to determine if the customer's chimney could be repairedAfter a thorough inspection, Daniel informed the customer that the top rows of the fireplace chimney would have to be removed and replaced due to the poor condition Prior to completing the quote for the work, the customer stated that the chimney was no longer being used and could we cap it off at the roof line to save moneyAlthough Daniel did state that we could do that, he also informed the customer that it would not be the best optionHowever, in an effort to assist the customer in his project, Daniel agreed to quote for the removal of the existing chimney down to the point of no damage (which was approximately courses under the roof line) and to rebuild it to the roof line and cap the unused chimneyDuring this time, the customer continued to ask Daniel questions regarding brick and motor color matching as well as discussing the reduced height When Daniel completed his estimate, he reviewed the work to be done and the cost with the customerAt that time, the customer choose not to do the workThe customer did not sign the estimate nor did the customer provide the 50% down payment for the work as explained and quoted The quote left with the customer was for the verbally agreed upon work entailing the removal to under the roof line of the damaged chimney and replacement to the roof line and capping the chimney for non-use When the customer called to schedule the job, the customer discussed the complete removal and rebuild of the entire chimney which caused some confusion to the scheduler based on his copy of the estimate cost To alleviate the confusion, when Daniel returned to the office, he called the customer to discuss the project and the quoteHe reminded the customer of the customer conversation and that the quote was for the lowered chimney based on the customer's desire to save money The general manager of our Elmhurst store (Scott ***) was consulted on what would be a price to be offered at basically our costThe customer were informed that we would complete the full chimney at a cost of $At which point the customer asked for additional discounts to "meet in the middle" We value our relationship with our customers above all elseWe believe we were more than fair in the revised quote to change the job to the customer new specificationDiscounting the job to our cost in an effort to alleviate any frustration the customer may have experienced from the confusion, seemed to be a fair and equitable solutionThe job itself should be at least an additional $500-$dollarsThe customer's willingness to "meet in middle" seems to indicate his understanding that the original quote for $was not for the job as he has described but for the reduced height chimney Although the customer originally decided not to accept the re-quoteWe will stand by itIf the customer chooses to have the original work done (tear down damaged and rebuild to roof line) or have the re-quote work done (tear down damaged and rebuild to original height), we will stand by either quote If the customer has any questions, please feel free to call our office and speak with our general manager, Scott ***, at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I don't agree with what was statedIt was clearly understood that this was a chimney rebuildHowever, I choose to move on and not hold any thing against the estimator