MacPherson Exteriors

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 meI did receive contact from the business owner who advised me that he was unaware the matter was still outstandingHe fully refunded the deposit and apologized for the inconvenience and stress that was caused due to the non-response to the attempts for contact and resolution.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the amount of time it took for job completion, unprofessional communication from the business and poor estimation of labor costs.Sincerely, [redacted]

We were sad to hear that the deck project wouldn’t be moving forward We had designed a pretty exciting deck for the customers and both [redacted] and [redacted] were very enjoyable to work with I think at one point we misunderstood whether or not the deck project was getting put on hold entirely or just scaled back We never intentionally ignored any communications When [redacted] called our office to look into the deposit, I happened to have been on vacation in a remote mountainous region Our secretary relayed her message to me which I received a few days later Within minutes of having received that message, I contacted our accountant and had them immediately prepare a refund check I then offered to mail it to [redacted] and [redacted] or have it available for pickup at our office which was just 5-minutes from their home, they elected the latter option In my mind, though I regret that they did not receive the refund as promptly as they should have, I believed the matter had been entirely resolved Several days later, I became aware of the Revdex.com complaint that had been filed It appeared to have been initiated in the days between when the customer called in and when I actually received the message I’ve since spoken with [redacted] and ***, resolved the situation and, to my understanding, am on good terms with the customer

Customer satisfaction is extremely important to me At times when I become aware of a frustration or disappointment on the part of a customer it causes me significant personal stress and I do everything in my power to resolve any issue and right the course of a project I find great
fulfillment in hearing positive customer feedback from a successful project We had been in frequent contact with this customer, updating them as developments occurred or milestones were reached We had a problem with one of our business lines switching providers and the call directing was not working correctly I advised the customer to call or text me directly on my cell phone any time I always responded within a day, usually within an hour if possible The majority of the lead time, which ended up being well beyond what we estimated, was due to unique and complex architectural and engineering plans needed to complete this project properly This process became even more time consuming once it got to the permit/plans review process at the county building department Despite our best effort to ensure we were submitting the best possible set of plans in order to decrease the likelihood that we would be issued a correction or clarification, we ended up having to go back and forth with them in week long intervals Much of this process was put of our hands We did EVERYTHING possible to influence the county plans reviewers to expedite this project The majority of this unfortunate time extension was out of our control I conveyed this to the customer the best I could, but it did not seem to help the situation at all At the end of the day we built a tremendous deck and custom patio cover the full length of the house and the customer has indicated that they are extremely pleased with the work and end result The architectural/permitting process went nearly times over our estimated budget, the material cost was also vastly increased due to requirements we didn’t expect and had not ever seen before We did not charge any of these overages to the customer Their final bill was for the exact amount agreed on I know it is hard for customers to fully comprehend the challenges and delays that occur every now and then with the permitting process We strive for customer satisfaction from design to completion Myself and the customer are both very pleased with the final outcome on this project

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. I did receive contact from the business owner who advised me that he was unaware the matter was still outstanding. He fully refunded the deposit and apologized for the inconvenience and stress that was caused due to the non-response to the attempts for contact and resolution.Sincerely, [redacted]

We were sad to hear that the deck project wouldn’t be moving forward.  We had designed a pretty exciting deck for the customers and both [redacted] and [redacted] were very enjoyable to work with.  I think at one point we misunderstood whether or not the deck project was getting put on hold entirely...

or just scaled back.  We never intentionally ignored any communications.  When [redacted] called our office to look into the deposit, I happened to have been on vacation in a remote mountainous region.  Our secretary relayed her message to me which I received a few days later.  Within minutes of having received that message, I contacted our accountant and had them immediately prepare a refund check.  I then offered to mail it to [redacted] and [redacted] or have it available for pickup at our office which was just 5-10 minutes from their home, they elected the latter option.  In my mind, though I regret that they did not receive the refund as promptly as they should have, I believed the matter had been entirely resolved.  Several days later, I became aware of the Revdex.com complaint that had been filed.  It appeared to have been initiated in the days between when the customer called in and when I actually received the message.  I’ve since spoken with [redacted] and [redacted], resolved the situation and, to my understanding, am on good terms with the customer.

We apologize it took longer than expected to get the job started. There may have been some misunderstanding on the customer's behalf on how and what we bill for. At the end of the day, we performed exactly what we contracted for. We did not specify a certain amount of time, material or labor in the...

contract itself, we simply agreed and committed to provide a solution for a price that seemed fair for our business and end the end we were able to complete and provide a working and effective solution in the two days that it took.

Complaint: [redacted]I am rejecting this response because:
the amount of time it took for job completion, unprofessional communication from the business and poor estimation of labor costs.Sincerely,[redacted]

We thought this concern had been completely resolved.  We did not realize the customer still had an issue.  When we discovered that it was still open, we resolved it in less than 24hrs.  
 
As as far as we know we remain on good terms.