Green Energy Solutions Inc

Dear Mr. [redacted] -
It was not our intention to be discourteous and we are extremely sorry you felt the response was. 
We would like a resolution to this matter and the owners are willing to meet you half way if that is acceptable.  If it is, the invoice would be reduced by $190.00.
Please let us know at your earliest convenience.
Thank you,
Jennifer G[redacted]
Green Energy Solutions, Inc.
Operations Manager
503-615-4242

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This should still have not have happened and I'm not happy with the service recieved but this is about the only resolution that will come of this and I'm not interested in dragging out a conversation where the two parties will not agree. I will promptly send payment to Green Energy Solutions.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: 
I think the response is even more discourteous. The idea that I should be the more understanding of the two parties I find insulting. When I was quoted on a price and that quote didn't include rescheduling, it didn't include borderline rude installers, unfinished work, incorrect billings sent. I realize that my job in the grand scheme of your year is insignificant in the amount of revenue it generates and I feel like I am being treated as such. Whereas spending 2000 dollars and 3 vacation days is an incredibly significant amount of money for me, not to mention 3 days I am meant to spend with my family.Sincerely,[redacted]

Dear [redacted]:
Thank you for forwarding the complaint from [redacted].  We appreciate feedback from our customers as it helps us to improve the services we offer.  I believe there was a calamity of issues that caused our customer to be unhappy with our service and hopefully I can detail...

them below.
·         [redacted] is correct that we did have to re-schedule the work we were doing for him a couple of times.  The illness running through our office was Shingles and we did mention this to the homeowner.  Due to this illness we were running short staffed for about two weeks.   The majority of our customers are homeowners and we did not want to spread this illness. 
·         Because of the illness, we fell way behind and were working hard to get back on schedule.  We scheduled pretty heavy and some jobs started late due to finishing a job we started the day before.  It is our policy to notify homeowners that we are running late and if this did not happen, we do apologize. 
·         All of our crews are respectful.  It is not our crews’ normal personality to be Curt and Stanoffish, but if they were, we again sincerely apologize for that.  The only feedback we have received concerning this crew has always been positive.   We realize that it is difficult at best for most customers to have this type of work done on their homes and we try to make their experience as least intrusive as possible.
·         The eave vent nails were accidentally left behind at our warehouse.  The crew typically would have called the office and arrangements would have made to deliver the missing nails.  I believe that due to working long hours, it was an oversight.  The crew did neglect to inform the office of this until Monday the following week.  Once the office was aware of the issue the remaining portion of the work was scheduled for Tuesday and because the work could be completed from the exterior, the homeowners would not have to take another day off.  It is not our policy to have the crews doing their own scheduling and that should not have happened, but I believe that it did and the customer is correct in feeling that we dropped the ball with the nails.
·         Paul C[redacted] (salesman) receives a deposit for all his customers.  I have attached a copy of the check we received from the customer with their old address on it.  The check arrives in the mail and the information is entered into our accounting software.  When we received the scope of work from Paul C[redacted], we should have double checked the address, but we did not and that was definitely an oversight on our part.  In addition, Paul did reach out to the customer via email.
·         On a final note, we felt that [redacted], through phone conversations and the attached e-mail, would be more understanding of our scheduling difficulties and work with us to get his job completed.  Apparently we were wrong.  We will work hard in the future to try to ask better questions to understand more fully what the customer is really saying.
As I said at the beginning of this letter, all feedback is appreciated and we will use this experience as a learning opportunity to do a better job going forward.  Feel free to contact me with questions.
Thank you,
Jennifer G[redacted]
Green Energy Solutions, Inc.
Operations Manager
503-615-4242