This email has already been sent to the customer. We have already gone out to see the complaint and have offered the solution below.Dear
Mr & Mrs. [redacted]
Thank
you for speaking with me today to discuss the repair and the claim of a
scratched window. To recap , I understand that you are...
satisfied with the
repair although you feel the communication with the crew and with our
restoration specialist was not as clear as you would expect. You also stated
that our crew somehow scratched your window. No one saw them scratch it, but
you say you found this after we completed the job. As you are aware, our crew
took reasonable precautions by covering the window when they were performing
the work to prevent mortar or debris from falling on it. Our crew is not aware
of having scratched the window. Although we do not accept the certainty that our
crew is responsible, George went out to meet with you for the sake of customer
service and offered that perhaps you could find a simple solutions, such as
buffing it out, and we would consider covering that cost. Unfortunately, you
were not able to find a company that would provide that service for residences.
I also personally researched this option, but although the scratch is
minor I could not find a company that is willing to do anything other
than replace the glass. Replacing the entire glass for a minor scratch is too
excessive a solution for us to cover, especially considering that we are not
even sure we are responsible. I did find many DIY solutions offered online for
fixing minor scratches on glass and those range in price from $10-$50.
We
have already spent several extra work days working with you on this issue and
we even performed extra work at your home that was not included in the work
order for the sake of customer service. We have been in business for 23 years
and we strive for customer satisfaction and to maintain our reputation for
quality work. Therefore we are offering you a $250 discount on the work as a
customer service courtesy. This is a significant discount on work that was
already discounted by 10% and we hope you see this as a more than fair offer.
Please
let us know if you accept this discount and we will immediately send you
a revised invoice.
Thank
you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
This email has already been sent to the customer. We have already gone out to see the complaint and have offered the solution below.Dear
Mr & Mrs. [redacted]
Thank
you for speaking with me today to discuss the repair and the claim of a
scratched window. To recap , I understand that you are...
satisfied with the
repair although you feel the communication with the crew and with our
restoration specialist was not as clear as you would expect. You also stated
that our crew somehow scratched your window. No one saw them scratch it, but
you say you found this after we completed the job. As you are aware, our crew
took reasonable precautions by covering the window when they were performing
the work to prevent mortar or debris from falling on it. Our crew is not aware
of having scratched the window. Although we do not accept the certainty that our
crew is responsible, George went out to meet with you for the sake of customer
service and offered that perhaps you could find a simple solutions, such as
buffing it out, and we would consider covering that cost. Unfortunately, you
were not able to find a company that would provide that service for residences.
I also personally researched this option, but although the scratch is
minor I could not find a company that is willing to do anything other
than replace the glass. Replacing the entire glass for a minor scratch is too
excessive a solution for us to cover, especially considering that we are not
even sure we are responsible. I did find many DIY solutions offered online for
fixing minor scratches on glass and those range in price from $10-$50.
We
have already spent several extra work days working with you on this issue and
we even performed extra work at your home that was not included in the work
order for the sake of customer service. We have been in business for 23 years
and we strive for customer satisfaction and to maintain our reputation for
quality work. Therefore we are offering you a $250 discount on the work as a
customer service courtesy. This is a significant discount on work that was
already discounted by 10% and we hope you see this as a more than fair offer.
Please
let us know if you accept this discount and we will immediately send you
a revised invoice.
Thank
you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.