Initial Business Response / [redacted] (1000, 5, 2015/04/11) */ As a long term home repair & improvement business owner, I have paid painstaking attention to client satisfactionFor decades we have been proud of the High Quality Reputation for honesty & integrity our company has representedWe often bend over backwards to accommodate even the most picky of clientsWe treat our clients as WE would want to be treated ourselvesWe take the time & effort to discuss even the smallest repairs in depth prior to the repair, so that we understand the client's needs & expectationsOpen dialogue & communication are key to a successful business relationship & project In this situation, we had different GDS employees speak with this gentlemanAll of us were NEVER told a word about the door not fully opening until installation dayWhen the client called us he clearly described his desire to replace his electric operator because he had been having ongoing trouble with itHe even explained that his Father-In-Law installed it & he has had nothing but trouble with itHe further advised that he was putting his townhouse up for sale & just wanted the least expensive replacement possibleOur Customer Service Rep discussed different models & designs, but he wanted just the least expensive model we hadNever once did he mention the door not fully opening or the fact that this was the root cause of why he wanted to replace the existing operatorNot one word was ever mentioned As soon as our Installer Tech arrived & the client opened his garage door the Tech pointed out to him & discussed the door not fully openingEven then the client never said the reason he wanted to replace it was to get it to fully openThe Tech measured the distance needed for a standard operator vsthe room needed due to the design of his garageThe soffit is an encased I-Beam holding up the second story of the homeThis runs across the width of the garage & prevents a regular operator to be installedThis is the design of this townhouse & has been this way since it was builtThese units were built probably 30+ years agoThere is nothing we as a garage door & operator company can do to modify the structure of someone's home! The Tech called me to discuss the situation & the client's optionsWe discussed a specialty type operator that could be installed instead, but it was at a significantly higher costIt does not have the long steel rail & chain systemInstead it mounts just above the garage door at the front of the garageThe client would also need to have an electrician run a grounded volt outlet to that area first in order to have one of these installedWe are not licensed electricians so cannot do that type of electrical work & advised the client of this If in fact the client had even mentioned to our Tech that his goal was to have a full opening, we would have insisted that he go with the higher priced Specialty operator or we would have walked away respectfully from the jobHowever he NEVER said this was his goal or his expectationAfter all, the door had been only partially opening for yearsIf we are not told that this was what was expected, how would we know what was wanted? The design of the home has been the same for the approximately 30+ years since it was built The Tech gave him the option of the specialty operator or the one he had brought to installThe tech even assured him he would do whatever he could to get the highest opening possible, but could not promise anything, again based solely on the soffit in the wayThis was a custom install & he could not do much more no matter what he might try to doThe client declined the Specialty Operator & authorized us to do the replacement as originally scheduledWe then spent the next few hours on the removal of the old operator & installation of the oneAs the client agrees, we were able to get an additional 5"+ from the new systemWe did what we could to maximize the opening After voicing his dissatisfaction to him, my Tech again called me to discuss the projectNow the client stated that he thought we knew his only reason for replacing the operator was to get a full openingThis is just not true in any way, shape or formOnce again to reiterate, If in fact we knew he expected a full opening, we would have again explained that this was not possible in HIS particular constructionWe would have left the job rather than give anyone hopes or expectations! However we were NEVER told of his expectations prior to this already being completed I explained to the client that the rare time a home is built like his, the owner usually understands that there are limitations due to the construction of the home, not our ability to install a new operatorI mentioned a few times where folks could not even get a car in the garage because the door did not open high enoughIn those cases, using the techniques my Tech used & getting an extra 5"+ for him was enough to get a vehicle in & out of the garage & the other folks had all been thrilled that at least they could use the garage for a car! The client insisted that our Tech assured him of a full opening before startingBy this time the Tech was back at the office so I asked if it was ok to put the call on speaker phone so the client, the Tech & myself would all be part of the conversationI questioned about the idea that we were told he wanted the full opening & the Tech vehemently denied thisAt this point the client backtrackedthat maybe he thought he knew We confirmed that no promises were made whatsoever by any GDS employee to get this door fully openHowever as a Good Will - Good Faith gesture if in fact he chose the Specialty Operator we had offered earlier & he declined prior to our installation, that I would even up the offer to $off the cost of the replacementI felt I was being more than fair considering we did everything we were asked to do in a professional manner & got him additional clearance for the doorWe do not & will not sell any Used Parts or products, so the entire cost would be absorbed by me for a perfectly good unit hereHe once again declined my offerI asked what exactly he expected from us, & he said a full refund was what he wantedOnce again I stated my confusion hereWe provided the exact product he asked forThe product works well with no issues or functional problemsWe got the door open higher than it had opened beforeWe provided a safe operator working at codeWhy would we possibly refund him for a product that was installed & functioning properly? This made no sense to me Finally I again stated our position that IF He Did Not Tell Us His Expectation how could we know what his goal was other than replacing an operator he was having ongoing problems with & wanted to replace so he could put his home up for sale? Ultimately, I saw this as a no win situation for us & left it with him that if in fact he wanted the new Specialty Operator & would have an electrician run a new outlet, we would honor his $credit off the cost of the Specialty OperatorThis reflects appx.40% discount from the cost of the original operator in order to offset part of his extra expenseOr he could stay with the new operator we had installed & have the 5"+ extra height than he had beforeI did not & will not give a refund for a job & product done as requested & specifiedUnfortunately, Communication Is Key in this caseThe client failed to express his expectation to different professional people who deal with issues like this all the timeWe would have advised him accordingly if he communicated this to us BEFORE the work was doneBetween the of us we have almost years combined experience & expertise in this industryIf we were told up front, we would have been able to set realistic expectations & either do the work or walk away from the projectI can loosely equate this to going to the doctor for a coughHe treats the cough, but then you call to complain about the stiff neck you still haveYes the throat & neck are connected, but if you don't tell the doctor about your stiff neck....how is he/she expected to know you have a stiff neck & want it treated as well? I am not making light of the issue or trying to compare themI only state that if any client does not communicate to us, we cannot be expected to be mind readers & solve problems or issues that we do not even know exist! For these reasons, I am very sorry that the client is not happyHowever he has a new well running product & a higher opening than he had beforeI feel communication on his part was the culprit hereWe did what we committed to for himHowever again in good will should he choose to go for the specialty operator I will make a final Good Will Concession & offer a $credit towards the specialty operator installationWe will not give a refund, but will hold this offer for the next days Respectfully, [redacted] President
Initial Business Response /* (1000, 5, 2015/04/11) */
As a long term home repair & improvement business owner, I have paid painstaking attention to client satisfaction. For decades we have been proud of the High Quality Reputation for honesty & integrity our company has represented. We often bend...
over backwards to accommodate even the most picky of clients. We treat our clients as WE would want to be treated ourselves. We take the time & effort to discuss even the smallest repairs in depth prior to the repair, so that we understand the client's needs & expectations. Open dialogue & communication are key to a successful business relationship & project.
In this situation, we had 3 different GDS employees speak with this gentleman. All 3 of us were NEVER told a word about the door not fully opening until installation day. When the client called us he clearly described his desire to replace his electric operator because he had been having ongoing trouble with it. He even explained that his Father-In-Law installed it & he has had nothing but trouble with it. He further advised that he was putting his townhouse up for sale & just wanted the least expensive replacement possible. Our Customer Service Rep discussed different models & designs, but he wanted just the least expensive model we had. Never once did he mention the door not fully opening or the fact that this was the root cause of why he wanted to replace the existing operator. Not one word was ever mentioned.
As soon as our Installer Tech arrived & the client opened his garage door the Tech pointed out to him & discussed the door not fully opening. Even then the client never said the reason he wanted to replace it was to get it to fully open. The Tech measured the distance needed for a standard operator vs. the room needed due to the design of his garage. The soffit is an encased I-Beam holding up the second story of the home. This runs across the width of the garage & prevents a regular operator to be installed. This is the design of this townhouse & has been this way since it was built. These units were built probably 30+ years ago. There is nothing we as a garage door & operator company can do to modify the structure of someone's home!
The Tech called me to discuss the situation & the client's options. We discussed a specialty type operator that could be installed instead, but it was at a significantly higher cost. It does not have the long steel rail & chain system. Instead it mounts just above the garage door at the front of the garage. The client would also need to have an electrician run a grounded 115 volt outlet to that area first in order to have one of these installed. We are not licensed electricians so cannot do that type of electrical work & advised the client of this.
If in fact the client had even mentioned to our Tech that his goal was to have a full opening, we would have insisted that he go with the higher priced Specialty operator or we would have walked away respectfully from the job. However he NEVER said this was his goal or his expectation. After all, the door had been only partially opening for years. If we are not told that this was what was expected, how would we know what was wanted? The design of the home has been the same for the approximately 30+ years since it was built.
The Tech gave him the option of the specialty operator or the one he had brought to install. The tech even assured him he would do whatever he could to get the highest opening possible, but could not promise anything, again based solely on the soffit in the way. This was a custom install & he could not do much more no matter what he might try to do. The client declined the Specialty Operator & authorized us to do the replacement as originally scheduled. We then spent the next few hours on the removal of the old operator & installation of the one. As the client agrees, we were able to get an additional 5"+ from the new system. We did what we could to maximize the opening.
After voicing his dissatisfaction to him, my Tech again called me to discuss the project. Now the client stated that he thought we knew his only reason for replacing the operator was to get a full opening. This is just not true in any way, shape or form. Once again to reiterate, If in fact we knew he expected a full opening, we would have again explained that this was not possible in HIS particular construction. We would have left the job rather than give anyone false hopes or expectations! However we were NEVER told of his expectations prior to this already being completed.
I explained to the client that the rare time a home is built like his, the owner usually understands that there are limitations due to the construction of the home, not our ability to install a new operator. I mentioned a few times where folks could not even get a car in the garage because the door did not open high enough. In those cases, using the techniques my Tech used & getting an extra 5"+ for him was enough to get a vehicle in & out of the garage & the other folks had all been thrilled that at least they could use the garage for a car!
The client insisted that our Tech assured him of a full opening before starting. By this time the Tech was back at the office so I asked if it was ok to put the call on speaker phone so the client, the Tech & myself would all be part of the conversation. I questioned about the idea that we were told he wanted the full opening & the Tech vehemently denied this. At this point the client backtracked... that maybe he thought he knew.....
We confirmed that no promises were made whatsoever by any GDS employee to get this door fully open. However as a Good Will - Good Faith gesture if in fact he chose the Specialty Operator we had offered earlier & he declined prior to our installation, that I would even up the offer to $150.00 off the cost of the replacement. I felt I was being more than fair considering we did everything we were asked to do in a professional manner & got him additional clearance for the door. We do not & will not sell any Used Parts or products, so the entire cost would be absorbed by me for a perfectly good unit here. He once again declined my offer. I asked what exactly he expected from us, & he said a full refund was what he wanted. Once again I stated my confusion here. We provided the exact product he asked for. The product works well with no issues or functional problems. We got the door open higher than it had opened before. We provided a safe operator working at code. Why would we possibly refund him for a product that was installed & functioning properly? This made no sense to me.
Finally I again stated our position that IF He Did Not Tell Us His Expectation how could we know what his goal was other than replacing an operator he was having ongoing problems with & wanted to replace so he could put his home up for sale?
Ultimately, I saw this as a no win situation for us & left it with him that if in fact he wanted the new Specialty Operator & would have an electrician run a new outlet, we would honor his $150.00 credit off the cost of the Specialty Operator. This reflects appx.40% discount from the cost of the original operator in order to offset part of his extra expense. Or he could stay with the new operator we had installed & have the 5"+ extra height than he had before. I did not & will not give a refund for a job & product done as requested & specified. Unfortunately, Communication Is Key in this case. The client failed to express his expectation to 3 different professional people who deal with issues like this all the time. We would have advised him accordingly if he communicated this to us BEFORE the work was done. Between the 3 of us we have almost 40 years combined experience & expertise in this industry. If we were told up front, we would have been able to set realistic expectations & either do the work or walk away from the project. I can loosely equate this to going to the doctor for a cough. He treats the cough, but then you call to complain about the stiff neck you still have. Yes the throat & neck are connected, but if you don't tell the doctor about your stiff neck....how is he/she expected to know you have a stiff neck & want it treated as well?
I am not making light of the issue or trying to compare them. I only state that if any client does not communicate to us, we cannot be expected to be mind readers & solve problems or issues that we do not even know exist!
For these reasons, I am very sorry that the client is not happy. However he has a new well running product & a higher opening than he had before. I feel communication on his part was the culprit here. We did what we committed to for him. However again in good will should he choose to go for the specialty operator I will make a final Good Will Concession & offer a $175.00 credit towards the specialty operator installation. We will not give a refund, but will hold this offer for the next 30 days.
Respectfully,
[redacted]
President
Initial Business Response / [redacted] (1000, 5, 2015/04/11) */ As a long term home repair & improvement business owner, I have paid painstaking attention to client satisfactionFor decades we have been proud of the High Quality Reputation for honesty & integrity our company has representedWe often bend over backwards to accommodate even the most picky of clientsWe treat our clients as WE would want to be treated ourselvesWe take the time & effort to discuss even the smallest repairs in depth prior to the repair, so that we understand the client's needs & expectationsOpen dialogue & communication are key to a successful business relationship & project In this situation, we had different GDS employees speak with this gentlemanAll of us were NEVER told a word about the door not fully opening until installation dayWhen the client called us he clearly described his desire to replace his electric operator because he had been having ongoing trouble with itHe even explained that his Father-In-Law installed it & he has had nothing but trouble with itHe further advised that he was putting his townhouse up for sale & just wanted the least expensive replacement possibleOur Customer Service Rep discussed different models & designs, but he wanted just the least expensive model we hadNever once did he mention the door not fully opening or the fact that this was the root cause of why he wanted to replace the existing operatorNot one word was ever mentioned As soon as our Installer Tech arrived & the client opened his garage door the Tech pointed out to him & discussed the door not fully openingEven then the client never said the reason he wanted to replace it was to get it to fully openThe Tech measured the distance needed for a standard operator vsthe room needed due to the design of his garageThe soffit is an encased I-Beam holding up the second story of the homeThis runs across the width of the garage & prevents a regular operator to be installedThis is the design of this townhouse & has been this way since it was builtThese units were built probably 30+ years agoThere is nothing we as a garage door & operator company can do to modify the structure of someone's home! The Tech called me to discuss the situation & the client's optionsWe discussed a specialty type operator that could be installed instead, but it was at a significantly higher costIt does not have the long steel rail & chain systemInstead it mounts just above the garage door at the front of the garageThe client would also need to have an electrician run a grounded volt outlet to that area first in order to have one of these installedWe are not licensed electricians so cannot do that type of electrical work & advised the client of this If in fact the client had even mentioned to our Tech that his goal was to have a full opening, we would have insisted that he go with the higher priced Specialty operator or we would have walked away respectfully from the jobHowever he NEVER said this was his goal or his expectationAfter all, the door had been only partially opening for yearsIf we are not told that this was what was expected, how would we know what was wanted? The design of the home has been the same for the approximately 30+ years since it was built The Tech gave him the option of the specialty operator or the one he had brought to installThe tech even assured him he would do whatever he could to get the highest opening possible, but could not promise anything, again based solely on the soffit in the wayThis was a custom install & he could not do much more no matter what he might try to doThe client declined the Specialty Operator & authorized us to do the replacement as originally scheduledWe then spent the next few hours on the removal of the old operator & installation of the oneAs the client agrees, we were able to get an additional 5"+ from the new systemWe did what we could to maximize the opening After voicing his dissatisfaction to him, my Tech again called me to discuss the projectNow the client stated that he thought we knew his only reason for replacing the operator was to get a full openingThis is just not true in any way, shape or formOnce again to reiterate, If in fact we knew he expected a full opening, we would have again explained that this was not possible in HIS particular constructionWe would have left the job rather than give anyone hopes or expectations! However we were NEVER told of his expectations prior to this already being completed I explained to the client that the rare time a home is built like his, the owner usually understands that there are limitations due to the construction of the home, not our ability to install a new operatorI mentioned a few times where folks could not even get a car in the garage because the door did not open high enoughIn those cases, using the techniques my Tech used & getting an extra 5"+ for him was enough to get a vehicle in & out of the garage & the other folks had all been thrilled that at least they could use the garage for a car! The client insisted that our Tech assured him of a full opening before startingBy this time the Tech was back at the office so I asked if it was ok to put the call on speaker phone so the client, the Tech & myself would all be part of the conversationI questioned about the idea that we were told he wanted the full opening & the Tech vehemently denied thisAt this point the client backtrackedthat maybe he thought he knew We confirmed that no promises were made whatsoever by any GDS employee to get this door fully openHowever as a Good Will - Good Faith gesture if in fact he chose the Specialty Operator we had offered earlier & he declined prior to our installation, that I would even up the offer to $off the cost of the replacementI felt I was being more than fair considering we did everything we were asked to do in a professional manner & got him additional clearance for the doorWe do not & will not sell any Used Parts or products, so the entire cost would be absorbed by me for a perfectly good unit hereHe once again declined my offerI asked what exactly he expected from us, & he said a full refund was what he wantedOnce again I stated my confusion hereWe provided the exact product he asked forThe product works well with no issues or functional problemsWe got the door open higher than it had opened beforeWe provided a safe operator working at codeWhy would we possibly refund him for a product that was installed & functioning properly? This made no sense to me Finally I again stated our position that IF He Did Not Tell Us His Expectation how could we know what his goal was other than replacing an operator he was having ongoing problems with & wanted to replace so he could put his home up for sale? Ultimately, I saw this as a no win situation for us & left it with him that if in fact he wanted the new Specialty Operator & would have an electrician run a new outlet, we would honor his $credit off the cost of the Specialty OperatorThis reflects appx.40% discount from the cost of the original operator in order to offset part of his extra expenseOr he could stay with the new operator we had installed & have the 5"+ extra height than he had beforeI did not & will not give a refund for a job & product done as requested & specifiedUnfortunately, Communication Is Key in this caseThe client failed to express his expectation to different professional people who deal with issues like this all the timeWe would have advised him accordingly if he communicated this to us BEFORE the work was doneBetween the of us we have almost years combined experience & expertise in this industryIf we were told up front, we would have been able to set realistic expectations & either do the work or walk away from the projectI can loosely equate this to going to the doctor for a coughHe treats the cough, but then you call to complain about the stiff neck you still haveYes the throat & neck are connected, but if you don't tell the doctor about your stiff neck....how is he/she expected to know you have a stiff neck & want it treated as well? I am not making light of the issue or trying to compare themI only state that if any client does not communicate to us, we cannot be expected to be mind readers & solve problems or issues that we do not even know exist! For these reasons, I am very sorry that the client is not happyHowever he has a new well running product & a higher opening than he had beforeI feel communication on his part was the culprit hereWe did what we committed to for himHowever again in good will should he choose to go for the specialty operator I will make a final Good Will Concession & offer a $credit towards the specialty operator installationWe will not give a refund, but will hold this offer for the next days Respectfully, [redacted] President
Initial Business Response /* (1000, 5, 2015/04/11) */
As a long term home repair & improvement business owner, I have paid painstaking attention to client satisfaction. For decades we have been proud of the High Quality Reputation for honesty & integrity our company has represented. We often bend...
over backwards to accommodate even the most picky of clients. We treat our clients as WE would want to be treated ourselves. We take the time & effort to discuss even the smallest repairs in depth prior to the repair, so that we understand the client's needs & expectations. Open dialogue & communication are key to a successful business relationship & project.
In this situation, we had 3 different GDS employees speak with this gentleman. All 3 of us were NEVER told a word about the door not fully opening until installation day. When the client called us he clearly described his desire to replace his electric operator because he had been having ongoing trouble with it. He even explained that his Father-In-Law installed it & he has had nothing but trouble with it. He further advised that he was putting his townhouse up for sale & just wanted the least expensive replacement possible. Our Customer Service Rep discussed different models & designs, but he wanted just the least expensive model we had. Never once did he mention the door not fully opening or the fact that this was the root cause of why he wanted to replace the existing operator. Not one word was ever mentioned.
As soon as our Installer Tech arrived & the client opened his garage door the Tech pointed out to him & discussed the door not fully opening. Even then the client never said the reason he wanted to replace it was to get it to fully open. The Tech measured the distance needed for a standard operator vs. the room needed due to the design of his garage. The soffit is an encased I-Beam holding up the second story of the home. This runs across the width of the garage & prevents a regular operator to be installed. This is the design of this townhouse & has been this way since it was built. These units were built probably 30+ years ago. There is nothing we as a garage door & operator company can do to modify the structure of someone's home!
The Tech called me to discuss the situation & the client's options. We discussed a specialty type operator that could be installed instead, but it was at a significantly higher cost. It does not have the long steel rail & chain system. Instead it mounts just above the garage door at the front of the garage. The client would also need to have an electrician run a grounded 115 volt outlet to that area first in order to have one of these installed. We are not licensed electricians so cannot do that type of electrical work & advised the client of this.
If in fact the client had even mentioned to our Tech that his goal was to have a full opening, we would have insisted that he go with the higher priced Specialty operator or we would have walked away respectfully from the job. However he NEVER said this was his goal or his expectation. After all, the door had been only partially opening for years. If we are not told that this was what was expected, how would we know what was wanted? The design of the home has been the same for the approximately 30+ years since it was built.
The Tech gave him the option of the specialty operator or the one he had brought to install. The tech even assured him he would do whatever he could to get the highest opening possible, but could not promise anything, again based solely on the soffit in the way. This was a custom install & he could not do much more no matter what he might try to do. The client declined the Specialty Operator & authorized us to do the replacement as originally scheduled. We then spent the next few hours on the removal of the old operator & installation of the one. As the client agrees, we were able to get an additional 5"+ from the new system. We did what we could to maximize the opening.
After voicing his dissatisfaction to him, my Tech again called me to discuss the project. Now the client stated that he thought we knew his only reason for replacing the operator was to get a full opening. This is just not true in any way, shape or form. Once again to reiterate, If in fact we knew he expected a full opening, we would have again explained that this was not possible in HIS particular construction. We would have left the job rather than give anyone false hopes or expectations! However we were NEVER told of his expectations prior to this already being completed.
I explained to the client that the rare time a home is built like his, the owner usually understands that there are limitations due to the construction of the home, not our ability to install a new operator. I mentioned a few times where folks could not even get a car in the garage because the door did not open high enough. In those cases, using the techniques my Tech used & getting an extra 5"+ for him was enough to get a vehicle in & out of the garage & the other folks had all been thrilled that at least they could use the garage for a car!
The client insisted that our Tech assured him of a full opening before starting. By this time the Tech was back at the office so I asked if it was ok to put the call on speaker phone so the client, the Tech & myself would all be part of the conversation. I questioned about the idea that we were told he wanted the full opening & the Tech vehemently denied this. At this point the client backtracked... that maybe he thought he knew.....
We confirmed that no promises were made whatsoever by any GDS employee to get this door fully open. However as a Good Will - Good Faith gesture if in fact he chose the Specialty Operator we had offered earlier & he declined prior to our installation, that I would even up the offer to $150.00 off the cost of the replacement. I felt I was being more than fair considering we did everything we were asked to do in a professional manner & got him additional clearance for the door. We do not & will not sell any Used Parts or products, so the entire cost would be absorbed by me for a perfectly good unit here. He once again declined my offer. I asked what exactly he expected from us, & he said a full refund was what he wanted. Once again I stated my confusion here. We provided the exact product he asked for. The product works well with no issues or functional problems. We got the door open higher than it had opened before. We provided a safe operator working at code. Why would we possibly refund him for a product that was installed & functioning properly? This made no sense to me.
Finally I again stated our position that IF He Did Not Tell Us His Expectation how could we know what his goal was other than replacing an operator he was having ongoing problems with & wanted to replace so he could put his home up for sale?
Ultimately, I saw this as a no win situation for us & left it with him that if in fact he wanted the new Specialty Operator & would have an electrician run a new outlet, we would honor his $150.00 credit off the cost of the Specialty Operator. This reflects appx.40% discount from the cost of the original operator in order to offset part of his extra expense. Or he could stay with the new operator we had installed & have the 5"+ extra height than he had before. I did not & will not give a refund for a job & product done as requested & specified. Unfortunately, Communication Is Key in this case. The client failed to express his expectation to 3 different professional people who deal with issues like this all the time. We would have advised him accordingly if he communicated this to us BEFORE the work was done. Between the 3 of us we have almost 40 years combined experience & expertise in this industry. If we were told up front, we would have been able to set realistic expectations & either do the work or walk away from the project. I can loosely equate this to going to the doctor for a cough. He treats the cough, but then you call to complain about the stiff neck you still have. Yes the throat & neck are connected, but if you don't tell the doctor about your stiff neck....how is he/she expected to know you have a stiff neck & want it treated as well?
I am not making light of the issue or trying to compare them. I only state that if any client does not communicate to us, we cannot be expected to be mind readers & solve problems or issues that we do not even know exist!
For these reasons, I am very sorry that the client is not happy. However he has a new well running product & a higher opening than he had before. I feel communication on his part was the culprit here. We did what we committed to for him. However again in good will should he choose to go for the specialty operator I will make a final Good Will Concession & offer a $175.00 credit towards the specialty operator installation. We will not give a refund, but will hold this offer for the next 30 days.
Respectfully,
[redacted]
President