Galaxy Plumbing & Heating Ltd

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Stephanie - Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
I sat with [redacted] back in March for about an hour picking fixtures online that she liked. This was due to the face that I didn't know...

she was coming in otherwise I would have scheduled to meet at the wholesalers as they have a showroom. I got the quote for the fixture prices within a day and emailed them for approval by [redacted]. A few days later they decided to drop the tub and just to change the fixtures. I readjusted the quote to remove the tub. We contacted her back in July to pick a shower door and she would not decide so I emailed her again a few weeks later to get information about the shower door that she would like. After I searched for hours to find one that fits the opening(43" which is a very uncommon size) she didn't like it and it had to be clear glass. I explained to [redacted] that having an odd sized door limits our options for selection. I finally found a 43" clear glass door and emailed it to [redacted], only to have her question if it will fit or not. I assured her that it would fit, but we need to order it ASAP as the wholesales take a while to get product in. When it came in I let [redacted] know and we scheduled a time to come in. Due to staff cut backs we have been extremely busy and need to reschedule appointments here and there. Since [redacted] is a gift card winner and does not pay for any of the work complete up to $5,000.00 we contacted her the morning of (as I don't get to work till 9am and the plumbers are out by 7:30am) to let her know that we unfortunately wont be able to make it out and to find another day to reschedule. Her response to my email was "so the short answer is no."
[redacted] came in on October 2nd to see the shower door. We keep stock at the wholesaler as we don't have the storage here. I told her that [redacted] was in the office if she would like to talk to him she could as it was easier if they talk face to face. Her response was "I don't want to talk to him cause it wont get me anywhere." By her refusing to talk to [redacted] it makes it difficult to schedule as I am the messenger and I do not schedule the plumbers. As per the shower door she stated that if she didn't like it that she would return it and pick a different one that we would have to install. This is fine if she would like to do that, but she will be charged the restocking fee that we get charged as well as the time & labour to do so.
[redacted]s complaint about hours is not valid. She is charged for 25 hours. The following needs to be taken into consideration for "Labour"
-quoting (1.5)
-time spent ordering/pick-ups/returns (3)
-time for travel to Lacombe and back(2)
-on site installation(13)
-on site measurements & walk through (2)
-time spent on changes to quote(4)
-time spent sitting with customer picking items(1.5)
As this is a gift card that was a donation and she was the winner, we will not be paying out the gift card for work. Our plumbers are on site today to finish the work as we scheduled them to be last week.

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Stephanie - Admin
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
I sat with [redacted] back in March for about an hour picking fixtures online that she liked. This was due to the face that I didn't...

know she was coming in otherwise I would have scheduled to meet at the wholesalers as they have a showroom. I got the quote for the fixture prices within a day and emailed them for approval by [redacted]. A few days later they decided to drop the tub and just to change the fixtures. I readjusted the quote to remove the tub. We contacted her back in July to pick a shower door and she would not decide so I emailed her again a few weeks later to get information about the shower door that she would like. After I searched for hours to find one that fits the opening(43" which is a very uncommon size) she didn't like it and it had to be clear glass. I explained to [redacted] that having an odd sized door limits our options for selection. I finally found a 43" clear glass door and emailed it to [redacted], only to have her question if it will fit or not. I assured her that it would fit, but we need to order it ASAP as the wholesales take a while to get product in. When it came in I let [redacted] know and we scheduled a time to come in. Due to staff cut backs we have been extremely busy and need to reschedule appointments here and there. Since [redacted] is a gift card winner and does not pay for any of the work complete up to $5,000.00 we contacted her the morning of (as I don't get to work till 9am and the plumbers are out by 7:30am) to let her know that we unfortunately wont be able to make it out and to find another day to reschedule. Her response to my email was "so the short answer is no."
[redacted] came in on October 2nd to see the shower door. We keep stock at the wholesaler as we don't have the storage here. I told her that [redacted] was in the office if she would like to talk to him she could as it was easier if they talk face to face. Her response was "I don't want to talk to him cause it wont get me anywhere." By her refusing to talk to [redacted] it makes it difficult to schedule as I am the messenger and I do not schedule the plumbers. As per the shower door she stated that if she didn't like it that she would return it and pick a different one that we would have to install. This is fine if she would like to do that, but she will be charged the restocking fee that we get charged as well as the time & labour to do so.
[redacted]s complaint about hours is not valid. She is charged for 25 hours. The following needs to be taken into consideration for "Labour"
-quoting (1.5)
-time spent ordering/pick-ups/returns (3)
-time for travel to Lacombe and back(2)
-on site installation(13)
-on site measurements & walk through (2)
-time spent on changes to quote(4)
-time spent sitting with customer picking items(1.5)
As this is a gift card that was a donation and she was the winner, we will not be paying out the gift card for work. Our plumbers are on site today to finish the work as we scheduled them to be last week.