KB Home Fort Myers

We have reached out to the homeowner, Denise [redacted] to settle on what they desire which is to not pay for the mantel. We are willing to settle to what they desire in order to satisfy our customer. Though we do feel we did nothing wrong in this case. The customer received paperwork by email and mail...

stating that this was a custom order mantel and that their one deposit of $1400 was for the mantel(we can submit a copy if need be). That deposit is approximately half of the total order which is what is required by us when an order was placed. She gave us a separate deposit for the fireplace, which was approximately half of the fireplace order. It is our policy to not measure for an item that we are not installing, it was clear that they did not want us to install the mantel, only the fireplace. The reference Denise made to Jason referring to a "stock" item is incorrect. Jason said it was a common size that fits most fireplaces but it still needed to be custom ordered from the manufacturer. We tried to split the difference with them and if it sold we could give them some additional money back but, they did not accept that.