Border Lines Pavement Maintenance

Initial Business Response /* (1000, 12, 2014/09/16) */
On June 6th, 2014 at 9:54 AM we crack filled and sealcoated [redacted]'s driveway. We called this customer the next day to make sure they were pleased with the work performed. It is standard practice for us to call all of our...

customers the following day to make sure they are happy. No one answered the phone, so our receptionist left a voice message on their phone.
On June 20th, fourteen days after the original work was done, [redacted] called our office and left a voice message stating that she wanted a call back about her driveway.
After learning that this customer was having issues with the crack filler, our Salesman [redacted] called the homeowner and arranged to meet Mr. [redacted] at their home to discuss the issues they were having. It was agreed by all parties that the crack filler was not holding and that it needed to be fixed. Our customer service representative then contacted Ms. [redacted] to figure out a date that worked with them for us to return and fix the issues with the rubber.
On July 2nd at 11:03 AM we returned to the
[redacted] residence. Our crew used a torch to burn the tracks out and then touched-up with sealcoat.
On July 3rd at 2:20 PM, [redacted] sent us an email explaining that she was still not satisfied with the work and would not pay until she was satisfied. We attempted to reach the [redacted]'s via phone to set up a third visit. Ms. [redacted] left us a voice message telling us that they would be on vacation and away from home the week of July 20th thru the 26th and that any day during that week would work for them. Our scheduler called the homeowner and left a message telling them we would be back out on the 24th of July.
Ms. [redacted] called back later that night and left a voice message stating that it "absolutely" needed to be done on the 21st of July. The following day, [redacted] called her to explain that the soonest we could get it done was the 24th. According to [redacted], Ms. [redacted] got very upset and started yelling at him and he hung up the phone.
Hanging up on a customer is not acceptable behavior at Border Lines, in any situation. We are sorry this happened to Ms. [redacted].
Our crew returned to the [redacted]'s for the third time on July 24th at 1:13 PM. They cleaned and re-sealed the entire driveway. We never heard back from the [redacted]'s after returning for the third time.
On Tuesday, September 16th, the owner [redacted] drove to the [redacted] residence to inspect the driveway. He spoke to the homeowners about their concerns and agreed with them that there was an excessive amount of rubber left on the driveway. It was decided by both the [redacted]'s and Border Lines that we would return in the Spring of 2015 to reevaluate the condition of the driveway. Border Lines agreed to reseal the cracks and asphalt at that time. The [redacted]'s offered to pay Border Lines half of what was owed for the services this summer, and Border Lines agreed to those terms.
Initial Consumer Rebuttal /* (3000, 14, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, I am ot going to get into a "he said, she said". It is simply not worth my time. The facts and actions speak for themselves.
Fact 1. Driveway was seal-coated.
2. Driveway had to be "touched-up" because crackfiller was pulling up.
3. Poor "touch-up" job and driveway was redone completely.
4. "Excessive amount of rubber left on the driveway" which left horrible tire imprints and pulled out easily.
The action taken on our part is to protect our largest investment and see that work is correctly done and not pay for inferior work.
[redacted] (owner) came out to our house and did AGREE that this was not a QUALITY job an that there was an "excessive amount of rubber left on the driveway". He apologized for this and we came to an agreement. We would pay for half now $259.65 and revisit the issues in the Spring with a possibility of redoing.
On a final note, [redacted] the salesman that I was supposable yelling at was terminated by [redacted]. [redacted] said he saw changes in him and had to let him go.
Facts and actions speak for themselves.