Metropolitan Furniture, Inc.

Initial Business Response /* (1000, 11, 2015/11/06) */
***
***'*** had originally contacted us for an estimate on a 24' Installation (used pool)
They were quoted $***
*** and her *** had stated that they would have the ground work completed (crusher dust in place, tamped and level), and would only require assistance with track, walls, and linerThey were also informed that a new liner is generally required on a second hand pool install because it is not easy to line up the existing holesWe had agreed that because they were going to do ALL the prep work that my guys would come out for a trip charge and service charge per hour they were on site (we only charged them for man not 2)
Day on site they had to come back to our shop to get shovels because the ground work was not compete and they needed to level it outAt the end of the day they needed more dirt for under the pad and would contact us when it was ready to go
Day the men were on site for hrsassisting with the setup of the pool, customers were also informed several times that there was no guarantees on the liner as it is second hand and we have learned through the years to cover our self's when it comes to these situations
Customers wanted to pay at the end of the day and my business partner gave them a total from some quick calculations ( he was tired from being in the sun working all day) He had not charged enough and when I input the information in our accounting software it changed the total, and they still had a balance owing
I notified the customer of this and she never argued this amount
*** had sent some messages to my personal *** account while adding water to their pool seeking assistance because her liner was not lining up properlyWe gave her some advice and she then stated she was shutting the water off but confirmed that she still wanted the service tech to come out the following day to hook up her plumbing
Day - Service tech arrives on site and tries to hook up the plumbing however the liner is not lining and up and it is very brittle*** called me and I directed him to take photos and not finish because it was not going to work
*** was informed of the issues with the liner
*** was given a patch kit for the liner at no cost to her to fix the area around her liner
I then started to receive complaints in my *** inbox about how she had time off coming up and wanted to be swimming, and how she should be going after a new linerI am used to the "type" of customer and knew that it would go on and onSo as a good will gesture and to satisfy her I offered her a new linerShe agreed with no problems
Upon arrival of the new liner she was given an invoice of $for the liner and one with a balance from the "install" She asked, do I have to pay this right now? I of course said no, silly me! She also stated her *** would be in to pay it
Some time had passed and I had messaged her about the balance and not wanting it to accumulate interest, she said she was moose hunting and would be away for a few weeks
The next time I messaged her said her response was "I realize that but I'm powerless at the moment will deal with soon or use credit card
I thanked her and waited a month before trying to message her again, in which she read but never responded so I phoned herThis was the one and only time she argued paying the balance owing on the account and then hung up on me
I then sent her another message that the deadline to pay before sending to collections would be ***Her response was " Good luck I filed bankrupt last week"
Which then brings us to this lovely complaint I got in the mail?
The amount of the bill is small but we had and have already gone above and beyond for this customerI do not feel we are asking too much to have the time of my employees covered
I will also note that my business partner had advised me NOT to give her a liner, as there was no fault on our end and that she was fully aware of the possible issues with trying to use a second hand linerHe is/was tired of people always trying to get something for nothing from us since we are a small business
I have copies (*** has the same ones) of her invoices with the notes made on there in regards to the liner as well all the conversations Via ***