Owen Bricklaying & Tuckpointing LLC

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: [redacted] Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
Owen Tuckpointing is most disappointed to receive a formal complaint about our work. This is the 1st complaint I have processed...

in my 26 years of employment.
There was little over 3 month time lapse from when customer signed proposal until work done. It is nearly impossible to give customers an exact date in this type of business, but we always tell them there is a considerable time wait & try to notify them several days before starting work. Sometimes a job will be cancelled for whatever reason & rescheduled at the last minute which means we will go to next job on the list.
There is some confusion about when we were told we could not work at this property in the morning, however, out crew offered to leave & return at a later date but customer said to go ahead with work. This is first time we have heard that the job was not completed or satisfactory. Since customer did not pay any money when job started, I called sometime around couple weeks after invoicing and left message asking when we might receive check. No response was received until I got this e-mail complaint. We pride ourselves on doing good work, in fact, much of work comes from referrals. The manager went back to look at the tuckpointing of customer's chimneys and did not find a problem. He did not go into gated yard to check foundation work for fear of creating more ill-will.
I don't understand how a voice message was left since we don't have an answering machine. This situation could have been avoided if customer would have contacted us to ask that we come back to check out work.
I find it somewhat suspicious that only when asking for payment did we hear of sub-par work. We are willing to see what can be done to fix problem but don't think we should have to forfeit entire invoice.