We are writing to you in reference to ID# Thank you for the opportunity to
defend our position, in the world of *** and social media this is refreshingWe were contracted by Mrs*** *** (***), the seller of the propertyMrs*** *** is the new homeownerOn June 18, 2015, our employee Jerry, an employee of years, arrived at the home to repair thirteen boards in a pre-finished floorAt the time of arrival, during the repairs and at the time or Jerry’s departure from the home, Mrs*** was present and not one complaint or concern was mentionedJerry confirmed their satisfaction with our workThat afternoon Mrs*** telephoned my office with the claim that we destroyed her home with dustShe was rude and insulting to my office staffAn attempt was made to explain to Mrs*** that the boards needed for the repair must be cut inside, where the repair is being made, in addition, the boards that needed to be removed have to be cut out of the floorThe dust that was made was minimalMrs*** is greatly exaggerating the extent of the dust that was left in her houseMrs*** claims to have received only rude responses to her issuesThis is not trueWe tried to speak with her in a cordial manner but she just kept being rude to us and yellingI returned Mrs***'s phone call first thing the morning of June 19, I did not call her in an aggressive, violent state as she claimedIt was in fact Mrs*** that was aggressive, Her claim was that dust was left all over her house, every inch and now occupants were cutting their feet on the boardsThis is completely falseShe then proceeded to lecture me about business practices and standards in a rude and insulting wayAfter over minutes of being berated and yelled at I finally hung up the phoneShe would not listen to one word of what I had to say about her repairs and what we could do to solve thisI wanted us to be able to come to a solution to make her happyApproximately minutes later Mr*** called my officeHe informed me that he did not believe the repairs were made correctlyHe was a very nice and respectful gentlemanI readily agreed to send our hardwood installer, Jerry, back out to his home on Saturday, June 20, to address his concerns.
We are a very professional companyWe want our customers completely satisfied with the work we do for them and will do whatever it takes to make the customer happyThis is how we do business and how we have done it for the past yearsTo give you a little insight into pre-finished hardwood installation, all pre-finished hardwood has what is called “overwood.” This means when one board is slightly higher than the next oneThis is how the pre-finished floor is manufacturedThe complaint that Mrs*** had about a board not being flush was over one board being half the width of a credit card higher than the board next to itThe boards that we repaired were completely within industry standards and were not cutting feetSince Mrs*** was not happy with her work being done within industry standards we did an additional repair at no additional cost to make her happy with the jobIn response to her request for a refund of our services, we do not feel that this would be fair to us considering the fact that she never paid for the repair, the prior homeowner paid for the job and has contacted us saying that they are happy with the work we didWe also do not feel that we owe a refund since we resolved her complaint within days and the repairs are done to her satisfactionIt is unfortunate that Mrs*** has taken her issues to you when everything was resolved within days of her original complaintI feel that we have handled this situation as professionally as we could have given the circumstances with how she belittled and spoke to me and my staff.
Sincerely,
Chris M***
We are writing to you in reference to ID# Thank you for the opportunity to
defend our position, in the world of *** and social media this is refreshingWe were contracted by Mrs*** *** (***), the seller of the propertyMrs*** *** is the new homeownerOn June 18, 2015, our employee Jerry, an employee of years, arrived at the home to repair thirteen boards in a pre-finished floorAt the time of arrival, during the repairs and at the time or Jerry’s departure from the home, Mrs*** was present and not one complaint or concern was mentionedJerry confirmed their satisfaction with our workThat afternoon Mrs*** telephoned my office with the claim that we destroyed her home with dustShe was rude and insulting to my office staffAn attempt was made to explain to Mrs*** that the boards needed for the repair must be cut inside, where the repair is being made, in addition, the boards that needed to be removed have to be cut out of the floorThe dust that was made was minimalMrs*** is greatly exaggerating the extent of the dust that was left in her houseMrs*** claims to have received only rude responses to her issuesThis is not trueWe tried to speak with her in a cordial manner but she just kept being rude to us and yellingI returned Mrs***'s phone call first thing the morning of June 19, I did not call her in an aggressive, violent state as she claimedIt was in fact Mrs*** that was aggressive, Her claim was that dust was left all over her house, every inch and now occupants were cutting their feet on the boardsThis is completely falseShe then proceeded to lecture me about business practices and standards in a rude and insulting wayAfter over minutes of being berated and yelled at I finally hung up the phoneShe would not listen to one word of what I had to say about her repairs and what we could do to solve thisI wanted us to be able to come to a solution to make her happyApproximately minutes later Mr*** called my officeHe informed me that he did not believe the repairs were made correctlyHe was a very nice and respectful gentlemanI readily agreed to send our hardwood installer, Jerry, back out to his home on Saturday, June 20, to address his concerns.
We are a very professional companyWe want our customers completely satisfied with the work we do for them and will do whatever it takes to make the customer happyThis is how we do business and how we have done it for the past yearsTo give you a little insight into pre-finished hardwood installation, all pre-finished hardwood has what is called “overwood.” This means when one board is slightly higher than the next oneThis is how the pre-finished floor is manufacturedThe complaint that Mrs*** had about a board not being flush was over one board being half the width of a credit card higher than the board next to itThe boards that we repaired were completely within industry standards and were not cutting feetSince Mrs*** was not happy with her work being done within industry standards we did an additional repair at no additional cost to make her happy with the jobIn response to her request for a refund of our services, we do not feel that this would be fair to us considering the fact that she never paid for the repair, the prior homeowner paid for the job and has contacted us saying that they are happy with the work we didWe also do not feel that we owe a refund since we resolved her complaint within days and the repairs are done to her satisfactionIt is unfortunate that Mrs*** has taken her issues to you when everything was resolved within days of her original complaintI feel that we have handled this situation as professionally as we could have given the circumstances with how she belittled and spoke to me and my staff.
Sincerely,
Chris M***