Marsh Construction

Complaint: ***
I am rejecting this response because: my complaint was submitted nearly a month ago and several Revdex.com deadlines for meeting my request for an apology letter from the offensive staff member have passed already. This response fails to meet my request of a simple hand written letter from the offensive staff member apologizing for the event and explaining how this type of behavior won't happen again, co-signed by Contractor to show it has been screened for professionalism.This generic response merely buys the Contracting Company time to do what should have been done nearly a month ago. Why is it taking so long to have the offensive staff apologize? In summary, this response is being rejected because the offensive staff member's apology letter has not been submitted to me.
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

We are aware of the incident(s) in the Client's complaint and have worked diligently with the Client to resolve each of their concerns. We take our Client's feedback very seriously and are making staffing modifications and providing intensive coaching and oversight to the staff mentioned in
this specific complaint. The issues experienced on this project are not in any way standard and we sincerely apologize for the workmanship errors (and have corrected them), and unprofessional behavior exhibited by our staff. The Client can expect an apology letter from the employees in question; this behavior is not acceptable and will not be tolerated at Marsh Construction. Thank you for your feedback and for the opportunity to work on your home. Respectfully, Marsh Construction

I will be happy to refund the $99 that the customer paid to [redacted] for this service. Last year we advertised with [redacted] and they offered us their "big deal", where they sold $99 roof maintenance packages to customers. The package clearly stated that it only covered minor sealing of...

cracks, calking of nail heads, etc ( just very minor maintenance). The way it works is that [redacted] keeps the $99 and the contractor gets the opportunity to bid replacing the roof if necessary or any other repairs that need done. We stopped doing their "big deal" campaign and stopped advertising with [redacted] all together after doing a couple of these "big deals". The customers who paid the $99 expected allot more work than the big deal covered and were leaving us bad reviews, even on the jobs we were going out of our way to do extra on at no charge. On top of that, we were so busy with the "big deals" that communication with our customers was suffering drastically. The bottom line is there is no excuse for this, and I can see why this customer is upset. She deserved better communication and better service. I will send her a full refund. Just wanted to explain how the "big deal" with [redacted] works.

There was a huge delay in getting the window. After the delay I was told by the window company that the window was in, so we removed the old window we were replacing from the customers house. After we removed the window and waited for the new one to be delivered I called the window company and...

they informed me the window did not arrive on the truck as scheduled because it was accidently delivered to Denver instead! We temporally closed up the hole in the customers house and a rep from the window company drove to Denver and picked up the window the next day. We installed the window a couple days later on a day that was convenient for the customer. I gave the customer a $2,000 discount for this huge inconvenience, which her and her partner agreed was more than fair. After the installation the color coat of the stucco cracked along the bottom of the window seal. I informed my stucco sub contractor and on a couple different occasions he said he was going to fix it but didn't show up. I completely understand how this is frustrating to the customer and sincerely apologize. The crack in the stucco has since been repaired and I have been in touch with the customer to scheduled a day to calk along the bottom of the window and repair a hairline crack inside the house. We have been in business for 12 years and have maintained an A+ rating with the Revdex.com. We always stand behind our work.

[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.  I'm awaiting receipt of my check and will let you know once I receive it.
Regards,
[redacted]