Clearwater Exteriors LLC

Complaint: [redacted] I am rejecting this response because: I sincerely wish we never would have patronized this company after reading their response They have completely minimized our negative experience I find it incredibly difficult to believe that they did not receive two emails sent to two email addresses that were used effectively earlier on in the processI do understand that there are technology glitches and it's possible that was the problem so I suppose that's just what it is and pointless to argue about it However, Clearwater's response seems to be blaming me more than anything for choosing to email vs calling I work in direct care and am in with clients all day which makes it difficult to discuss issues via phone which is why when given an option I find electronic communications work best My voicemail's were not intended to be angryI was simply stating facts At this point I am sincerely frustrated so perhaps my tone was less than friendly For that, I apologize "Dusting off" the car seat, etcis no longer an option as we got rid of the car seat and stroller due to debris Additionally, I can't say that I trust this company or want them at my home again so the offer to come over to clean up is not very helpful Aside from the fact it has been almost months since the original work was done and we did our best to clean up the mess ourselves I feel very much like the only reason they are contacting us to make amends at this point is due to the Revdex.com grievance I don't really feel that an apology and dinner at a restaurant is sufficient to make up for the lack of communication, inconvenience, mess and damaged goods It feels a bit more like a brush off from them However, at this point I would just like to move on from this bad experienceSincerely, [redacted] ***

We have reviewed the complaint in question and would like to apologize for the delay.  It appears that we had, for whatever reason, not received the email transmissions from the customer after the job was completed indicating a need for clean up.  For that we are very sorry and have...

reached out to the customer on several occasions.   For whatever reason, the customer elected to not call us, and, even after never receiving a response from us after the first email in July, not to place a phone call then either.  It has been our experience that a phone call can be much more effective, but we respect our homeowner's decisions to only communicate in writing.   
We require all of our customers, upon completion, to sign and date a completion certificate that authorizes the lender to pay us (we did the entire $13,787 job with zero earnest money), stating that the job has been completed to their entire satisfaction, and that no promises of future work have been made (specifically for this reason).  Additionally, we also require our installers to get an in house Clearwater Exteriors completion certificate, again reiterating that the job is complete to their satisfaction.  I am attempting to attach both of these documents to this response using the Revdex.com portal (it does not like our Google-based attachments).  
We have called to speak via telephone to the homeowners a number of times (please see attached screen shot of our conversations in DB) and the Mr. went from stating that we could send them to dinner, to the Mrs. leaving angry voice mails on 12/2/15 stating that she wanted a refund of 25% of the contract price (over $3000) for the dust on their car seat that we never knew about because they never called us and that because she works she cannot use the phone and that email is better.  We truly want to work with these folks, but a lot of this seems unreasonable.  We are very, very sorry for not receiving their emails, but respectfully believe that if we were
a) given the opportunity to make the installers that were paid to complete this job aware of the messy garage
or
b) made aware in a more expedient fashion of the urgent nature of this situationRemember, we rely to some extent on the homeowner notifying us in some way of any deficiencies in the installs.  We realize that the homeowner is upset after being ignored; we cannot blame them.  However, we respectfully request that the Revdex.com allow us to send these nice folks to dinner, clean off the dust from their brand new car seat, and accept our most humble apologies.  
 
 
 
 
 
 
Remember, we rely to some extent on the homeowner notifying us in some way of any deficiencies in the installs.  We realize that the homeowner is upset after being ignored; we cannot blame them.  However, we respectfully request that the Revdex.com allow us to send these nice folks to dinner, clean off the dust from their brand new car seat, and accept our most humble apologies.  
 
 
 
 
that

Complaint: [redacted]I am rejecting this response because:
I sincerely wish we never would have patronized this company after reading their response.  They have completely minimized our negative experience.  I find it incredibly difficult to believe that they did not receive two emails sent to two email addresses that were used effectively earlier on in the process. I do understand that there are technology glitches and it's possible that was the problem so I suppose that's just what it is and pointless to argue about it.  However, Clearwater's response seems to be blaming me more than anything for choosing to email vs calling.  I work in direct care and am in with clients all day which makes it difficult to discuss issues via phone which is why when given an option I find electronic communications work best.  My voicemail's were not intended to be angry. I was simply stating facts.  At this point I am sincerely frustrated so perhaps my tone was less than friendly.  For that, I apologize.  "Dusting off" the car seat, etc. is no longer an option as we got rid of the car seat and stroller due to debris.  Additionally, I can't say that I trust this company or want them at my home again so the offer to come over to clean up is not very helpful.  Aside from the fact it has been almost 6 months since the original work was done and we did our best to clean up the mess ourselves.  I feel very much like the only reason they are contacting us to make amends at this point is due to the Revdex.com grievance.  I don't really feel that an apology and dinner at a restaurant is sufficient to make up for the lack of communication, inconvenience, mess and damaged goods.  It feels a bit more like a brush off from them.  However, at this point I would just like to move on from this bad experience. Sincerely,[redacted]