Garvin Group Carpet Cleaning

Initial Business Response /* (1000, 5, 2016/02/24) */
On January 7th, said customer contacted [redacted] Drapery for drapery cleaning services. [redacted] contacted me (separate entity) and I immediately set an appointment with the customer to pick up her drapes on Jan 8th. Although we had a set...

appointment, she was not home, so I called her and waited for her to come home. This can be substantiated with an employee of [redacted] Her invoice totals: $190.00: $30 valance,$120.00 drapes and $40 p/u,del/take down and hanging fee. She paid the 50% ($95) down, balance of $95 due upon receipt. I promised to have the drapes and valances cleaned within a couple of days. They were cleaned and ready to be hung by Monday, Jan 11th. The customer had a myriad of contractors at her home as she had a major restoration project underway. She was to inform me as to when the other contractors were done, it was then I was to hang her drapes. On Jan 15th I received a call from my competitor, [redacted] Drapery Cleaning. They were scheduled to pick up her drapes that day, however, this customer refused to let them in her home. She stated that they [redacted] had sent me out to pick them up last week. [redacted] contacted me for clarification and I assured them that I had her drapes and that she must be overwhelmed with all the contractors during the restoration. It was then I called the customer and she stated that restoration was complete, however, the drapes/valance that I had in my possession were sold to her brother for $50.00. Then she stated she purchased new drapes and that she would rather me hang the new drapes in lieu of the ones that I had cleaned. She further asked me to hang these drapes with her husband around 5:30 - 6:00 pm. She never scheduled a date. Her husband is an over-the-road trucker and his schedule fluctuates. A week or so later I texted the customer with options: 1. Have our original agreement honored with the $95.00 due or 2. I will deliver her drapes to her office-close proximity to our office-at a reduced balance of $85-since there was no installation involved (this is $10 discount she referenced in her complaint). Her text to me.. "I am not in the office today. I will call you tomorrow." On Feb 22nd I attempted to contact this customer by email, this time to settle on the original invoice or have me deliver them to her workplace. Roughly 1 hour after receiving my email the customer called me using: profanity, derogatory ethnic deformations, and threats of putting me out of business because of "who" she is. Her diatribe lasted so long that she had to ask if I was still on the line. I was dead silent. I finally responded, "I wanted to let you finish what you have to say, then I guess I will get a chance to speak." Alas, I got the opportunity to speak and asked if we could go over the invoice by line item so that we can clear up the cost issue. She hung up on me...I called her right back...again with the profanity and threats to put me out of business. I asked her to please stop cursing at me and this is when she accused me of being disrespectful, providing poor customer service and of her intent to report me to the Revdex.com. I feel as though her full balanced is due to me, but I will gladly reduce the charge to $85.00 if I don't hang the drapes and deliver them to her workplace or someplace close to my office (in public!). Lastly, If she doesn't want the drapes, put it in writing that I have the right to dispose of them, therefore, I am not liable for her property. I will accept $85 for that. To substantiate my position please contact the above businesses that I referenced above. Additionally, I have submitted a copy of the invoice for the Revdex.com to review. Lastly, I am willing to provide an account of all the jobs I have performed since Jan 8th. Some have been small, like this one, and other more substantial, but nothing that was too big to keep me from spending 15 minutes to hang the drapes/valance that she contracted me to remove, clean, and rehang once her restoration project was completed.