Flexible Benefits Administrator, Inc.

Sent: Monday, April 25, 2016 3:14 PM To: drteam Subject: Dispute #[redacted]   Dispute resolution Team,   This is our response to the claim [redacted] has against our company.    Mr. [redacted] was correct in that we had quoted a ballpark estimate of 4 to 8 hours to do a second story...

fascia repair on three dormers.  We offer general estimates over the phone, sight unseen, but based on the customer’s description of the repairs and when the tech arrives at the customers location, he confirms or adjusts our estimates and then asks for authorization to do the work.  When he got to Mr. [redacted]’s house, the tech quoted 2 days to do the fascia work instead of the 4-8 hours my GM quoted.  Because of the discrepancy, I immediately went to visit Mr. [redacted]’s home to look at the repair to see why the tech’s estimate was so high.  This tech was new to our company (as I relayed to Mr. [redacted]) and though he was vetted and had 30+ years’ experience,  his method of approaching this particular repair was more complicated than how we typically approach this type of work.  His high estimate was due to his extra caution toward working at heights.  I apologized to Mr. [redacted] for the 2 day estimate by the tech and told him that we would send out another tech that would do the work more quickly and that he would be more in line with our original estimate.  In the meantime  Mr. [redacted] authorized the first tech to do some siding repairs while he was there.  My tech did the repair and the time he took to do the repair was not out of line.  The invoice Mr. [redacted] paid included 7 hours of labor for the repair including a trip to the building supply store for materials, and the cost of the materials ($152.25).  However, we did not charge for the time or fee to haul off the old siding.   When the job was complete, my tech presented the invoiced and Mr. [redacted] accepted and paid it without question to my knowledge.    Mr. [redacted] Called to tell us after the fact and said that he felt the repair was too expensive and that our tech had taken too long to do the repair. My Gm agreed to talk to me about the time it took to do the repair so I told him to offer 1.5 hours discount and to see if that would satisfy Mr. [redacted] since our tech was new.  John [redacted], my GM attempted to call Mr. [redacted] and to make the offer but we never heard back from him.    During my visit with Mr. [redacted], he stated he was considering selling the house so I pointed out items I thought he needed to consider repairing before putting it on the market.  As a courtesy to all of our customers, we at Mr. Handyman point out repairs that we see that need attention, but we never try to sell anything that a customer does not need.     We will make another attempt to contact Mr. [redacted] to work out an adjustment on his invoice.   Best Regards,   Tom [redacted] Mr. Handyman of Greater Cypress/Champions Area (281) 357-4263 repair.