New Inspirations Handcrafted Soaps

First we want to apologize for our crew not completing a full clefor the job site before they leftWe will gladly return and address any clean up issuesSince we've recently had a higher than rate of work requests, we did in fact have to reschedule the appointmentWe strive to be punctual, and efficient in all of our appointments, but with many moving parts we sometimes mis-estimate timing.The reason for our inability to complete the job on the final date due to our not being able to access the area to be leveled due to customer belongings obstructing our workspaceThe need to clear out the garage space is explained in our contract and if there was a communication error on our part, we do apologizeOur crew did need to check with their supvThey took pictures of the site and discussed the area and the decision was made to not complete the work that dayWe’re not sure how the idea that an engineer had to be involved came from, as we’ve traced back all Acculevel communications on thisWe fully understand why this customer is upset, and appreciate him pointing out areas in need of improvement at AcculevelWe have since contacted the customer and have a meeting with him at the site tomorrow to discuss how we can work out the issues and also the questions about final paymentWe do want to note, that we have already installed $worth of helical pier product on his home to stabilize his garage as per the contract We are confident that with some understanding and communication we can get this matter resolved

We take these complaints very seriously, as soon as we were made aware of the complaint, we looked into the information on hand, we spoke with our Project Manager and those involved with the workThe customer was also called and the issue was discussed at lengthAs the customer pointed out, there is the concern over jacks not installedAfter discussion, we found out that when the customer had an additional request for a mold kill solution added to the work, instead of it just being added, a total new contract was written and that version executedHowever, the final signed contract did not indicate the replacement of jacks but the shimming of jacksThere was a communication breakdown and we admit that we should have made sure that the replacement of the jacks was transferred to the final contract and thus the work list for our installation crewWe certainly apologize to our customer for the error and the additional effort that they had to go through to achieve the resolution on their residenceAs said above we have contracted our customer, and have reached a satisfactory settlement with them and let them know, that this is not the customary way our jobs are doneHowever, occasionally, communication gaps do occur in our processesWe very much pride ourselves on the thoroughness of our process, the satisfaction of our customers and the quality of our work

We responded to the concern the day that we received this notice from the Revdex.comWe called our customer and asked for more information on the situation and also offered assistance on how we could resolve the issue for themWe take every customer concern very seriously and seek to resolve them to the customer's satisfactionWe are truly sorry for any damage that we caused to our customer's driveway and have spoken with our crews about being more careful when cutting material or working in a customer's drivewayWe called a driveway/paving contractor the same day this concern was received and ask them to visit our customer's property and give us an estimate on the repairWe are in the process of obtaining that estimate and pledge to repair our customer's driveway to its condition before we damaged it Mr [redacted] seemed very pleased with the work we completed at his residence and we want him to feel the same way about his experience in this matter as well

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me as long as they keep their end of the agreement and fix problems which includes fixing the new problem of the concrete that was poured now separating from the house
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meAfter the driveway is repaired
Regards,
*** ***

We take these complaints very seriously, as soon as we were made aware of the complaint, we looked into the information on hand, we spoke with our Project Manager and those involved with the workThe customer was also called and the issue was discussed at lengthAs the customer pointed out, there
is the concern over jacks not installedAfter discussion, we found out that when the customer had an additional request for a mold kill solution added to the work, instead of it just being added, a total new contract was written and that version executedHowever, the final signed contract did not indicate the replacement of jacks but the shimming of jacksThere was a communication breakdown and we admit that we should have made sure that the replacement of the jacks was transferred to the final contract and thus the work list for our installation crewWe certainly apologize to our customer for the error and the additional effort that? they had to go through to achieve the resolution on their residenceAs said above we have contracted our customer, and have reached a satisfactory settlement with them and let them know, that this is not the customary way our jobs are doneHowever, occasionally, communication gaps do occur in our processesWe very much pride ourselves on the thoroughness of our process, the satisfaction of our customers and the quality of our work

First we want to apologize for our crew not completing a full clean-up for the job site before they left. We will gladly return and address any clean up issues. Since we've recently had a higher than normal rate of work requests, we did in fact have to reschedule the appointment. We...

strive to be punctual, and efficient in all of our appointments, but with many moving parts we sometimes mis-estimate timing.The reason for our inability to complete the job on the final date due to our not being able to access the area to be leveled due to customer belongings obstructing our workspace. The need to clear out the garage space is explained in our contract and if there was a communication error on our part, we do apologize. Our crew did need to check with their supv. They took pictures of the site and discussed the area and the decision was made to not complete the work that day. We’re not sure how the idea that an engineer had to be involved came from, as we’ve traced back all Acculevel communications on this. We fully understand why this customer is upset, and appreciate him pointing out areas in need of improvement at Acculevel. We have since contacted the customer and have a meeting with him at the site tomorrow to discuss how we can work out the issues and also the questions about final payment. We do want to note, that we have already installed $3300 worth of helical pier product on his home to stabilize his garage as per the contract.   We are confident that with some understanding and communication we can get this matter resolved.

We responded to the concern the day that we received this notice from the Revdex.com. We called our customer and  asked for more information on the situation and also offered assistance on how we could resolve the issue for them. We take every customer concern very seriously and seek to resolve them...

to the customer's satisfaction. We are truly sorry for any damage that we caused to our customer's driveway and have spoken with our crews about being more careful when cutting material or working in a customer's driveway. We called a driveway/paving contractor the same day this concern was received and ask them to visit our customer's property and give us an estimate on the repair. We are in the process of obtaining that estimate and pledge to repair our customer's driveway to its condition before we damaged it.  Mr. [redacted] seemed very pleased with the work we completed at his residence and we want him to feel the same way about his experience in this matter as well.

We have reviewed our customer file on Mrs. [redacted] and have also discussed the issue with all of our associates that were involved. First, we want to apologize that Mrs. [redacted]’s work has not been completed. This particular situation does not represent our normal project time. Most all of our jobs are...

completed within a timely manner within the customer’s needs and satisfaction. Second, we want to apologize for the miscommunications and the sub-contractor performance. We have reached out to the sub-contractor in this situation and have explained the problems Mrs. [redacted] is still having and have asked for a timeframe of when they will be out to resolve the outstanding issues. Our plan to resolve this situation is, once we have secured a time for the subcontractor to be on site, to contact the customer, inform them of the time, make sure we have addressed all the outstanding issues and have our service representative on site to supervise the final work of the sub-contractor. As to the question regarding the issue of the estimate. First, I want to say we take our estimate process very seriously, and we take a lot of time training our Project Manager’s on how to evaluate foundation issues and how to identify the correct solution. In this case, the solution did call for 6 piers and slab jacking work. It is our understanding that at no time did we plan to install 8 piers. We wrote the contract for 6 piers which the solution called for and we installed 6 piers. We went back and checked our pricing and made sure that it was within our guidelines and our normal and customary pricing, and we found that the contract was within guidelines. Again, we apologize for the confusion and miscommunication on this project. It is not representative of the hundreds of jobs we do every month that go smoothly. We will resolve the outstanding issues with the sub-contractor, have someone on site when they are at Mrs. [redacted]’s residence and will be making contact with her granddaughter to discuss our plan for resolution moving forward.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
J K[redacted]

First, we want to make sure that you know we take every bit of feedback and every customer concern very seriously. We are very proud of our record of customer service and we strive to keep our customers interest's first in everything we do. We did complete the work per the original proposal...

contract and even completed a series of follow ups as you see below to fix the issue for the customer. As to the specific customer concern, we first want to let our customer know that we apologize for any inconvenience or time this has caused and also that we never initially tried to cause any delay in getting back to the customer in a timely manner. In fact, our scheduler did try to contact the customer a couple of times and left voicemails. We did have some confusion on our part in that we scheduled an initial service tech visit to work on the issue without having a confirmation from the customer. We did arrive on site, but were not initially allowed to work. After some additional communication with the customer and explaining that our intent was to get this resolved as quickly as we could, we did schedule one of our Project Superintendents to visit the home on Feb 23rd who developed a solution to fix the issue. We scheduled our Senior Service Technician to arrive on March 6th. That service call was completed and the problem has been corrected. According to our on site technician, the customer was satisfied with the work completed. As was stated earlier, we take all of these concerns very seriously and we hope that our follow up has satisfied this concern and the solution implemented has fixed any additional water issues. We want to thank the homeowner for choosing us to work on their home.