August 16, 2015.Good morning to all,Well I must say that I am very surprised and a little miffed to find this letter in my inbox This is the first letter from the Revdex.com I have set my eyes on, maybe the first one is in my spam, I don't' know In years of owning this business I have never had a circumstance such as this I see that the complaint was filed on the same day the customer thought we were supposed to perform her work Doesn't it seem a little bit unusual that a business such as mine, one that has been in continuous operation for over years, would just abandon a customer ? This is totally out of sync with my business profile and the way we treat our customers Everson has to employees, on occasion we have employees that miss work for personal reasons, we don't have back up for employees that miss work On 8/3/when the customer called our office multiple times there was nobody present On 7/16/Roy S [redacted] met with the customer and gave her a written estimate We discussed all the things pertaining to her driveway such as where the water was going to be drained, how thick was the asphalt, how much crushed rock we would install Before I left the customer asked me "what is my lead time" and said she wanted the work done on a Monday in August because Mondays were her day off I informed the customer that "I was booked through the week of August 3rd" and also told her "from the day you order the work to be done there will be a - week wait, unless I have another job in close proximity to hers" On 7-21-the customer came into the Everson Asphalt office and met with my office manager, at this time the customer signed a contract for the work to be done, on this day the job got put into the system I should note that my customer showed my office manager a cashiers check made out to Everson Asphalt Paving for the total amount of the work I was on vacation that day and thus was not present All I have to go off of was what my office manager has told me, and what the customer has told me I have not discussed with my customer what her and my office manger discussed on her 7-21-visit I think it fruitless at his point On 7-29-I returned from vacation and took note of the new job file created for the customer, on the file was written "pave on a Monday in August" At this time I scheduled the work for 8-17-(Monday) It is not typical for Everson to call a customer the day their job gets a tentative date, and the customer was not called Our practice is to input customers into the calendar when we have a signed contract, this date is tentative, we call and confirm the date one week prior to the date of performance On 8/3/we all know what occurred I actually got the customers messages later that night, to late to call back the customer, I was beside myself, embarrassed and in disbelief over what had happened The customer and I had limited dialogue the next evening, both of us were very upset, customer at me, and me at myself for the situation I was in I told her the first Monday that I had open was 8/17/ That day is tomorrow My office manager spoke with Customer on Friday 8-14-and confirmed we are paving on Monday 8-17-15.The simple fact is there was a misunderstanding caused by a miscommunication between myself and the customer It has been a very uncomfortable and unfortunate situation for both of usBest regards to all, [redacted]
August 16, 2015.Good morning to all,Well I must say that I am very surprised and a little miffed to find this letter in my inbox This is the first letter from the Revdex.com I have set my eyes on, maybe the first one is in my spam, I don't' know In years of owning this business I have never had a circumstance such as this I see that the complaint was filed on the same day the customer thought we were supposed to perform her work Doesn't it seem a little bit unusual that a business such as mine, one that has been in continuous operation for over years, would just abandon a customer ? This is totally out of sync with my business profile and the way we treat our customers Everson has to employees, on occasion we have employees that miss work for personal reasons, we don't have back up for employees that miss work On 8/3/when the customer called our office multiple times there was nobody present On 7/16/Roy S [redacted] met with the customer and gave her a written estimate We discussed all the things pertaining to her driveway such as where the water was going to be drained, how thick was the asphalt, how much crushed rock we would install Before I left the customer asked me "what is my lead time" and said she wanted the work done on a Monday in August because Mondays were her day off I informed the customer that "I was booked through the week of August 3rd" and also told her "from the day you order the work to be done there will be a - week wait, unless I have another job in close proximity to hers" On 7-21-the customer came into the Everson Asphalt office and met with my office manager, at this time the customer signed a contract for the work to be done, on this day the job got put into the system I should note that my customer showed my office manager a cashiers check made out to Everson Asphalt Paving for the total amount of the work I was on vacation that day and thus was not present All I have to go off of was what my office manager has told me, and what the customer has told me I have not discussed with my customer what her and my office manger discussed on her 7-21-visit I think it fruitless at his point On 7-29-I returned from vacation and took note of the new job file created for the customer, on the file was written "pave on a Monday in August" At this time I scheduled the work for 8-17-(Monday) It is not typical for Everson to call a customer the day their job gets a tentative date, and the customer was not called Our practice is to input customers into the calendar when we have a signed contract, this date is tentative, we call and confirm the date one week prior to the date of performance On 8/3/we all know what occurred I actually got the customers messages later that night, to late to call back the customer, I was beside myself, embarrassed and in disbelief over what had happened The customer and I had limited dialogue the next evening, both of us were very upset, customer at me, and me at myself for the situation I was in I told her the first Monday that I had open was 8/17/ That day is tomorrow My office manager spoke with Customer on Friday 8-14-and confirmed we are paving on Monday 8-17-15.The simple fact is there was a misunderstanding caused by a miscommunication between myself and the customer It has been a very uncomfortable and unfortunate situation for both of usBest regards to all, [redacted]