Miracle Method of Phoenix West, Inc.

To Whom it may concern:On October 13, we contacted Mrs*** to schedule a technician to come out to refinish her kitchen sink the following day. When the technician arrived the kitchen sink still had the drains intact. The customer stated that she wanted her drains removed from the
sink. Our technician informed her that removing the drains is something that we normally do not do, she reiterated that she did not want him to just mask off around the drain that she wanted the drain removed. He informed her that he could remove the drain but there would be an additional charge of $to do so and that he would have to come back to the office and pick up the tool to remove the drain as our technicians do not carry these on their trucks Mrs*** did not want to pay the additional charge of $to remove the drain so our technician left the residence. Mrs*** called the office at that point and spoke with our office Manager, who apologized to her for the misunderstanding and explained to her as well that normally we do not remove the drains, but we could for an additional charge. We informed her that we could have the technician come back to get the tool and head back out there to remove the drain if she would like, she stated that no she did not want him to come back that she was just not going to have the work done. We apologized again for the misunderstanding. Brian G***

Again, we would like to apologize for any miscommunication on your estimate Our technician is correct, our policy is that we do not remove the drains in the sinks unless specifically requested by the customer and there is a charge of $for this procedure to be completed There was nothing written on your invoice that stated we were to remove and replace the drain prior to us refinishing it, or that this procedure was to be included in the original price quoted to refinish your kitchen sink, nor was it mentioned when we were discussing the schedule This policy is also clearly stated on the back side of the estimate copy our represenative gave you the day he was there to do the estimate, that our technicians are not equipped to do this procedure We take pride in our customer relations and strive to make sure each customer is satisfied with the work that we perform for themOur office manager tried in every way to make sure that your job was taken care of in a timely manner We explained that although our technicians do not normally carry the tools on their trucks to perform the task of removing the drains in sinks, that it would take him a little bit to run back to the office and return to your home and get the drains removed and to refinish your sink To which you replied, "No, I will just not have the work done." We tried in every way to ensure that you were satisfied and we apologize for any difficulties that have resulted from this. Brian G***

Everything in the letter sent is absolutely correct except for one thing. The written quote.(see attached) Miracle method would not schedule the work unless I had a written estimate, so on 10/12/16 I met with their representative and he did write the estimate. $450 was higher than quoted by other, he assured me everything was included drains removal and all. I took off 3 hours from work and got my written quote, then made the appointment  and again more off work hours, met the technician scheduled to do the work. When I explained I was told the drain removal was included the man said that the person who did the quote was a 'newhire' and had messed up 5 quotes/jobs to date. That's where the problem started. I was now asked to pay $75 however, even when I said okay I was told he couldn't do it because he didn't have his tools with him meaning another trip for him and another day off work for me. By the way, the house was vacant getting prep for sale and in both occasions, the day of the quote and the day of the failed job, I had witnesses. In essence my problem was with a company that doesn't honor written quotes. How do you run a business if you don't honor your own quoted prices and send out technicians without proper tools? That's all I have to say. The job was done by a different company, excellent work, better prices and reliable and honest people.[redacted]

Again, we would like to apologize for any miscommunication on your estimate.  Our technician is correct, our policy is that we do not remove the drains in the sinks unless specifically requested by the customer and there is a charge of $75.00 for this procedure to be completed.  There was nothing written on your invoice that stated we were to remove and replace the drain prior to us refinishing it, or that this procedure was to be included in the original price quoted to refinish your kitchen sink, nor was it mentioned when we were discussing the schedule.  This policy is also clearly stated on the back side of the estimate copy our represenative gave you the day he was there to do the estimate, that our technicians are not equipped to do this procedure.  We take pride in our customer relations and strive to make sure each customer is satisfied with the work that we perform for them. Our office manager tried in every way to make sure that your job was taken care of in a timely manner.  We explained that although our technicians do not normally carry the tools on their trucks to perform the task of removing the drains in sinks, that it would take him a little bit to run back to the office and return to your home and get the drains removed and to refinish your sink.  To which you replied, "No, I will just not have the work done."  We tried in every way to ensure that you were satisfied and we apologize for any difficulties that have resulted from this. 
 
Brian G[redacted]

To Whom it may concern:
On October 13, 2016 we contacted Mrs. [redacted] to schedule a technician to come out to refinish her kitchen sink the following day.  When the technician arrived the kitchen sink still had the drains intact.  The customer stated that she wanted her drains...

removed from the sink.  Our technician informed her that removing the drains is something that we normally do not do, she reiterated that she did not want him to just mask off around the drain that she wanted the drain removed.  He informed her that he could remove the drain but there would be an additional charge of $75.00 to do so and that he would have to come back to the office and pick up the tool to remove the drain as our technicians do not carry these on their trucks.  Mrs. [redacted] did not want to pay the additional charge of $75.00 to remove the drain so our technician left the residence.  Mrs. [redacted] called the office at that point and spoke with our office Manager, who apologized to her for the misunderstanding and explained to her as well that normally we do not remove the drains, but we could for an additional charge.  We informed her that we could have the technician come back to get the tool and head back out there to remove the drain if she would like, she stated that no she did not want him to come back that she was just not going to have the work done.  We apologized again for the misunderstanding.  Brian G[redacted]

Everything in the letter sent is absolutely correct except for one thing. The written quote.(see attached) Miracle method would not schedule the work unless I had a written estimate, so on 10/12/16 I met with their representative and he did write the estimate. $450 was higher than quoted by other, he assured me everything was included drains removal and all. I took off 3 hours from work and got my written quote, then made the appointment  and again more off work hours, met the technician scheduled to do the work. When I explained I was told the drain removal was included the man said that the person who did the quote was a 'newhire' and had messed up 5 quotes/jobs to date. That's where the problem started. I was now asked to pay $75 however, even when I said okay I was told he couldn't do it because he didn't have his tools with him meaning another trip for him and another day off work for me. By the way, the house was vacant getting prep for sale and in both occasions, the day of the quote and the day of the failed job, I had witnesses. In essence my problem was with a company that doesn't honor written quotes.
How do you run a business if you don't honor your own quoted prices and send out technicians without proper tools? That's all I have to say. The job was done by a different company, excellent work, better prices and reliable and honest people.
[redacted]