L.M. Martin, Inc.

Apparently MrG*** did not make it clear to the customer about our time and material billing as opposed to our fixed contract pricing. As mentioned in my previous response to *** ***'s complaint, our company policy calls for a letter of confirmation being mailed to the customer explaining the time and material billing, etc. We considered *** *** to have received the letter of confirmation since it was not returned to our office as undeliverable. Attached is a copy of the letter of confirmationWe apologize for any inconvenience this matter may have caused our customer. We will consider the following as final settlement in this matter as per the attached revised billing:
Trim Nails - White $ Labor Total Balance Due $ Upon payment of the revised balance due of $we will consider *** ***'s account paid in full. A receipted copy of the revised billing will be mailed to the customer after final payment is receivedGeorge *F*

Mr. Joel Johnson contacted our office regarding an estimated to repair/replace damaged siding.
Wes G[redacted], our siding representative scheduled an appointment with [redacted] on April 29, 2015 to look at the damages. When Wes G[redacted] visited the customer's residence a piece of fascia...

was loose and needed to be refastened. During the visit the customer asked for pricing on installing solar lights on his house, which he would be furnishing for us to install. Our sales representative told the customer for a small job such as this we prefer to complete on a time and material basis rather than a fixed cost. It was explained to the customer a time and material job entails billing for the labor and material to complete the job. At that time, the customer was informed our labor rate is $ 60.00/hour and we usually work in two man crews. The customer was also notified time and material billing also includes travel time. Customer acknowledged he wanted to proceed with work as it was reviewed with our sales representative.It is our company policy on all time and material work, the customer will receive a letter of confirmation by mail regarding the services requested and an explanation of our billing procedure regarding travel time on this type of work. The letter also states we do not warrant repair work and any additional services will be billable. If customer fails to contact us prior to starting the job the letter will serve as a confirmation of agreement. The letter also stated our scheduling department will contact the customer prior to sending a crew to complete the repairs.
The work was completed on May 21, 2015. On May 26, 2015 customer contacted our office regarding an issue involving the solar lights not turning on. These were the same solar lights the customer purchased and we installed for him. A crew was dispatched to the customer's house on May 28th and found one solar light not working properly. They checked the battery pack and found the battery was not making the proper connection and after a slight adjustment with the battery pack the light was working properly.
An invoice for the first trip was mailed to the customer on approximately May 27, 2015. Management decided as a courtesy to the customer not to charge for the second trip even though we did not furnish the solar lights and our letter of confirmation specifically states any additional services will be billable.
Upon receipt of the invoice for $ 212.39 customer contacts Wes G[redacted] to lodge a complaint about the billing when our two man crew spent approximately one hour at his property. Mr. G[redacted] explained to the customer again about the travel time included in the charges and also mentioned to him about not billing for the second trip. Customer stated he did not receive the letter of confirmation even though it was never returned to our office by the postal service as being undeliverable.
Management considers the billing to be fair and justified along with the fact there were no charges billed for the second trip as this was deemed to be a courtesy to the customer.
No adjustment to the billing is necessary.
George *. F[redacted]

Apparently Mr. G[redacted] did not make it clear to the customer about our time and material billing as opposed to our fixed contract pricing.  As mentioned in my previous response to [redacted]'s complaint, our company policy calls for a letter of confirmation being mailed to the customer explaining the time and material billing, etc.  We considered [redacted] to have received the letter of confirmation since it was not returned to our office as undeliverable.  Attached is a copy of the letter of confirmation.We apologize for any inconvenience this matter may have caused our customer.  We will consider the following as final settlement in this matter as per the attached revised billing:Trim Nails - White           $    3.71Labor                                 120.00Total Balance Due          $ 123.71Upon payment of the revised balance due of $123.71 we will consider [redacted]'s account paid in full.  A receipted copy of the revised billing will be mailed to the customer after final payment is received.George *. F[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because Mr. Wes G[redacted] came to my home to initally look at the damage to my home.  Mr. G[redacted] explained to me that he sends out a two-man crew.  Each man would receive $60 per hour.  Mr. G[redacted] indicated that this job would be no more than $120.  After we discussed the price, I asked Mr. G[redacted] if his guys could install my solar lights as well.  Mr. G[redacted] said, "yes, and said that it wouldn't take no more than an hour,"  He inspected the solar lights which were brand new and still in the box and said again, "it still wouldn't take no more than an hour."  Mr. G[redacted] began talking for almost an hour to me about my landscaping and about all sorts of things.  I did not want to be rude and ask him to leave.  At no time, did I ever receive notification that I would be charged for each man's travel time.   The next communication I had with Mr. G[redacted] was when he called me a day before the installers were supppose to arrive at my home the next day. The installers came to my house and dropped my solar lights from the roof to the ground a couple of times.  I am convinced that the problem with the solar lights is from the installers dropping the lights from the roof to the ground because the lights slipped out of his hands.  The installers stayed for fifty minutes at my home.  No way could Mr. G[redacted] charge me $100 for travel time.  I am a disabled veteran in a wheelchair and I strongly believe Mr. G[redacted] is trying to take advantage of my disability.  Furthermore, I would like to have my complainted posted on the website of the Revdex.com (Revdex.com).
Respectfully submitted,
[redacted]
[redacted]Lancaster, PA  [redacted]###-###-####

Mr. Joel Johnson contacted our office regarding an estimated to repair/replace damaged siding.Wes G[redacted], our siding representative scheduled an appointment with [redacted] on April 29, 2015 to look at the damages. When Wes G[redacted] visited the customer's residence a piece of fascia was loose...

and needed to be refastened. During the visit the customer asked for pricing on installing solar lights on his house, which he would be furnishing for us to install. Our sales representative told the customer for a small job such as this we prefer to complete on a time and material basis rather than a fixed cost. It was explained to the customer a time and material job entails billing for the labor and material to complete the job. At that time, the customer was informed our labor rate is $ 60.00/hour and we usually work in two man crews. The customer was also notified time and material billing also includes travel time. Customer acknowledged he wanted to proceed with work as it was reviewed with our sales representative.It is our company policy on all time and material work, the customer will receive a letter of confirmation by mail regarding the services requested and an explanation of our billing procedure regarding travel time on this type of work. The letter also states we do not warrant repair work and any additional services will be billable. If customer fails to contact us prior to starting the job the letter will serve as a confirmation of agreement. The letter also stated our scheduling department will contact the customer prior to sending a crew to complete the repairs.The work was completed on May 21, 2015. On May 26, 2015 customer contacted our office regarding an issue involving the solar lights not turning on. These were the same solar lights the customer purchased and we installed for him. A crew was dispatched to the customer's house on May 28th and found one solar light not working properly. They checked the battery pack and found the battery was not making the proper connection and after a slight adjustment with the battery pack the light was working properly.An invoice for the first trip was mailed to the customer on approximately May 27, 2015. Management decided as a courtesy to the customer not to charge for the second trip even though we did not furnish the solar lights and our letter of confirmation specifically states any additional services will be billable.Upon receipt of the invoice for $ 212.39 customer contacts Wes G[redacted] to lodge a complaint about the billing when our two man crew spent approximately one hour at his property. Mr. G[redacted] explained to the customer again about the travel time included in the charges and also mentioned to him about not billing for the second trip. Customer stated he did not receive the letter of confirmation even though it was never returned to our office by the postal service as being undeliverable.Management considers the billing to be fair and justified along with the fact there were no charges billed for the second trip as this was deemed to be a courtesy to the customer.No adjustment to the billing is necessary.George *. F[redacted]

I have placed a call to [redacted] to review scheduling options regarding the roof repairs mentioned in the consumer complaint.I left a message on [redacted]'s voice mail and am awaiting a return phone call.Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

I have placed a call to [redacted] to review scheduling options regarding the roof repairs mentioned in the consumer complaint.
I left a message on [redacted]'s voice mail and am awaiting a return phone call.
Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because Mr. Wes G[redacted] came to my home to initally look at the damage to my home.  Mr. G[redacted] explained to me that he sends out a two-man crew.  Each man would receive $60 per hour.  Mr. G[redacted] indicated that this job would be no more than $120.  After we discussed the price, I asked Mr. G[redacted] if his guys could install my solar lights as well.  Mr. G[redacted] said, "yes, and said that it wouldn't take no more than an hour,"  He inspected the solar lights which were brand new and still in the box and said again, "it still wouldn't take no more than an hour."  Mr. G[redacted] began talking for almost an hour to me about my landscaping and about all sorts of things.  I did not want to be rude and ask him to leave.  At no time, did I ever receive notification that I would be charged for each man's travel time.   The next communication I had with Mr. G[redacted] was when he called me a day before the installers were supppose to arrive at my home the next day. The installers came to my house and dropped my solar lights from the roof to the ground a couple of times.  I am convinced that the problem with the solar lights is from the installers dropping the lights from the roof to the ground because the lights slipped out of his hands.  The installers stayed for fifty minutes at my home.  No way could Mr. G[redacted] charge me $100 for travel time.  I am a disabled veteran in a wheelchair and I strongly believe Mr. G[redacted] is trying to take advantage of my disability.  Furthermore, I would like to have my complainted posted on the website of the Revdex.com (Revdex.com).
Respectfully submitted,
[redacted]
[redacted]
Lancaster, PA  [redacted]
###-###-####