Island Star Charters Inc

Dear ***, I'm writing this email in response to the complaint we received in the mail today to clarify the matterWe did an installation for *** *** back on January
30th 2015, which required a full cod upon completion of the projectWe had a problem collecting the cod from this customer upon completion of the projectWe eventually got paid for the job but it has made us very hesitant to do anymore services for *** *** had called us a few weeks ago about some water damage she has to her home which has ruined the floor we had put inOur secretary had taken the call and scheduled us for an estimate on 8/27/at 9:amOn 8/27/I called *** times that morning before 9:am to confirm the appointmentThe calls I made prior to 9:am kept going to a message that the customer was unavailableI then waited about an hour and called back again, except this time it went right to voicemail but it allowed me to leave a messageWhen *** did finally call back I spoke with her personally and received a lot more information as to what needed repair from the water damageThe customer had purchased the flooring for the installation we did back on 1/30/Which is the floor that was damaged from the water leakDuring my conversation with *** she said that she would check to see if she could still get the same floor from were she bought it from and she would call us backWhen she did call back our secretary had taken the call and *** requested another appointment which was scheduled on 8/31/On 8/31/we had a few appointments reschedule which changed our schedule for the dayWe had called *** that day and left a message to see if we could come another day if that was ok with herWhen she called back she cursed everyone out in the office that spoke with her on the phone and she hung up on usWe did not hear back from *** after that which brings us to this letter nowI have never had anything like this happen before and our reputation is everything to usI feel that we did not do anything wrong nor did we mislead the customerPlease contact us with any questions or concerns about this matterThank YouRegards,

Complaint: ***
I am rejecting this responsePlease see attachments (invoice and *** response)
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I am stunned by Tortu’s response Tortu began a floor installation on 1/30/and completed the job on 2/4/I paid them immediatelyA copy of the paid invoice is attachedBelow are copies of the check I gave them on 2/4/and a copy of my bank statement showing that the check was cashed on 2/5/15. I took a half day off from work on 8/27/and scheduled two appointments for that morning: my insurance adjuster and TortuI received one voice mail message from Tortu at 9:03am and I returned the call at 11:51amSee phone log dated 8/27/Tortu scheduled a second appointment with me for noon on 8/31/I took the day off from workTortu called me at 11:41AM on 8/to cancel “because they weren’t going to be in the area” I did not call their officeI never cursed at anyoneSee phone log dated 8/31/To schedule an appointment with me in the middle of my work day then cancel minutes prior to the scheduled time for no legitimate reason is not acceptableFor Tortu to respond to my complaint with blatant lies is also unacceptablePlease do not post my information or give any information below to TortuI fear retaliationThank you
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response. Please see attachments (invoice and [redacted] response)
Regards,
[redacted]

Dear [redacted],                     I'm writing this email in response to the complaint we received in the mail today to clarify the matter. We did an installation for [redacted] back on January...

30th 2015, which required a full cod upon completion of the project. We had a problem collecting the cod from this customer upon completion of the project. We eventually got paid for the job but it has made us very hesitant to do anymore services for [redacted]. [redacted] had called us a few weeks ago about some water damage she has to her home which has ruined the floor we had put in. Our secretary had taken the call and scheduled us for an estimate on 8/27/15 at 9:00 am. On 8/27/15 I called [redacted] 3 times that morning before 9:00 am to confirm the appointment. The 3 calls I made prior to 9:00 am kept going to a message that the customer was unavailable. I then waited about an hour and called back again, except this time it went right to voicemail but it allowed me to leave a message. When [redacted] did finally call back I spoke with her personally and received a lot more information as to what needed repair from the water damage. The customer had purchased the flooring for the installation we did back on 1/30/15. Which is the floor that was damaged from the water leak. During my conversation with [redacted] she said that she would check to see if she could still get the same floor from were she bought it from and she would call us back. When she did call back our secretary had taken the call and [redacted] requested another appointment which was scheduled on 8/31/15. On 8/31/15 we had a few appointments reschedule which changed our schedule for the day. We had called [redacted] that day and left a message to see if we could come another day if that was ok with her. When she called back she cursed everyone out in the office that spoke with her on the phone and she hung up on us. We did not hear back from [redacted] after that which brings us to this letter now. I have never had anything like this happen before and our reputation is everything to us. I feel that we did not do anything wrong nor did we mislead the customer. Please contact us with any questions or concerns about this matter. Thank YouRegards,

Complaint: [redacted]
I am rejecting this response because:
I am stunned by Tortu’s response.   Tortu began a floor installation on 1/30/15 and completed the job on 2/4/15. I paid them immediately. A copy of the paid invoice is attached. Below are copies of the check I gave them on 2/4/15 and a copy of my bank statement showing that the check was cashed on 2/5/15.  I took a half day off from work on 8/27/15 and scheduled two appointments for that morning: my insurance adjuster and Tortu. I received one voice mail message from Tortu at 9:03am and I returned the call at 11:51am. See phone log dated 8/27/15. Tortu scheduled a second appointment with me for noon on 8/31/15. I took the day off from work. Tortu called me at 11:41AM on 8/31 to cancel “because they weren’t going to be in the area”.  I did not call their office. I never cursed at anyone. See phone log dated 8/31/15. To schedule an appointment with me in the middle of my work day then cancel 19 minutes prior to the scheduled time for no legitimate reason is not acceptable. For Tortu to respond to my complaint with blatant lies is also unacceptable. Please do not post my information or give any information below to Tortu. I fear retaliation. Thank you.
Regards,
[redacted]