We would have loved to have had this job done already as well The homeowner was asked to give us information needed to order and weeks passed before they had the order ready The order was special order and took weeks to receive (custom kitchen cabinets) When those were ordered, we asked them to also order counter tops They waited until the cabinets were installed to select counter top which also happened to be custom order That added an additional weeks As far as finishing touches, we have gone over the "punch list" with them several times, with more being added each visit They refused to sign completion of each item Stated they would sign when all was completed Some of the items they were having us "revisit" were not even associated with this loss As far as the damaged floor goes, we do have photographic proof that the scratches occurred after we were finished in that room Communication has not been lacking on our end If we receive a question via email, text, or phone, someone would respond within business hours The trim of the home was indeed replaced per the request of the homeowner and authorization of the insurance company It had been damaged due to the heat from the fire We used a higher grade wood, #white pine than we even billed for, which was cedar As of today, our lumber supplier sent us pricing #white pine is $15.92/1" x 6" x 8' where as the cedar is $10.80/1" x 6" x 8" So we actually gave them a price break and used BETTER quality wood For staining wood, it was impossible to 100% match The year old products are going to of course be different than todays We matched it as close as possible with approval We did have one invoice created in error (the item was already billed on another) and we had one sink that needed to be removed from invoice as homeowner had purchased the sink that ended up being installed Once those items were brought to our attention by ***, they were immediately revised and resent.We have gone above and beyond to try and satisfy these customers We had even hired a third party to help rectify the issues they claimedSome of these issues for the ***'s, we knew nothing of until reading this today We take pride in our customer service and ability to help people in their time of need When a problem arises or a customer is unhappy, we will go out of our way to always try and find a solution Unfortunately this time, we were unable to satisfy the customer's demands and for that we apologize
We would have loved to have had this job done already as well. The homeowner was asked to give us information needed to order and 4 weeks passed before they had the order ready. The order was special order and took 6 weeks to receive (custom kitchen cabinets). When those were...
ordered, we asked them to also order counter tops. They waited until the cabinets were installed to select counter top which also happened to be custom order. That added an additional 4 weeks. As far as finishing touches, we have gone over the "punch list" with them several times, with more being added each visit. They refused to sign completion of each item. Stated they would sign when all was completed. Some of the items they were having us "revisit" were not even associated with this loss. As far as the damaged floor goes, we do have photographic proof that the scratches occurred after we were finished in that room. Communication has not been lacking on our end. If we receive a question via email, text, or phone, someone would respond within 8 business hours. The trim of the home was indeed replaced per the request of the homeowner and authorization of the insurance company. It had been damaged due to the heat from the fire. We used a higher grade wood, #1 white pine than we even billed for, which was cedar. As of today, our lumber supplier sent us pricing. #1 white pine is $15.92/1" x 6" x 8' where as the cedar is $10.80/1" x 6" x 8". So we actually gave them a price break and used BETTER quality wood. For staining wood, it was impossible to 100% match. The 100 year old products are going to of course be different than todays. We matched it as close as possible with approval. We did have one invoice created in error (the item was already billed on another) and we had one sink that needed to be removed from invoice as homeowner had purchased the sink that ended up being installed. Once those items were brought to our attention by [redacted], they were immediately revised and resent.We have gone above and beyond to try and satisfy these customers. We had even hired a third party to help rectify the issues they claimed. Some of these issues for the [redacted]'s, we knew nothing of until reading this today. We take pride in our customer service and ability to help people in their time of need. When a problem arises or a customer is unhappy, we will go out of our way to always try and find a solution. Unfortunately this time, we were unable to satisfy the customer's demands and for that we apologize.
We would have loved to have had this job done already as well The homeowner was asked to give us information needed to order and weeks passed before they had the order ready The order was special order and took weeks to receive (custom kitchen cabinets) When those were ordered, we asked them to also order counter tops They waited until the cabinets were installed to select counter top which also happened to be custom order That added an additional weeks As far as finishing touches, we have gone over the "punch list" with them several times, with more being added each visit They refused to sign completion of each item Stated they would sign when all was completed Some of the items they were having us "revisit" were not even associated with this loss As far as the damaged floor goes, we do have photographic proof that the scratches occurred after we were finished in that room Communication has not been lacking on our end If we receive a question via email, text, or phone, someone would respond within business hours The trim of the home was indeed replaced per the request of the homeowner and authorization of the insurance company It had been damaged due to the heat from the fire We used a higher grade wood, #white pine than we even billed for, which was cedar As of today, our lumber supplier sent us pricing #white pine is $15.92/1" x 6" x 8' where as the cedar is $10.80/1" x 6" x 8" So we actually gave them a price break and used BETTER quality wood For staining wood, it was impossible to 100% match The year old products are going to of course be different than todays We matched it as close as possible with approval We did have one invoice created in error (the item was already billed on another) and we had one sink that needed to be removed from invoice as homeowner had purchased the sink that ended up being installed Once those items were brought to our attention by ***, they were immediately revised and resent.We have gone above and beyond to try and satisfy these customers We had even hired a third party to help rectify the issues they claimedSome of these issues for the ***'s, we knew nothing of until reading this today We take pride in our customer service and ability to help people in their time of need When a problem arises or a customer is unhappy, we will go out of our way to always try and find a solution Unfortunately this time, we were unable to satisfy the customer's demands and for that we apologize
*** spoke with Mr*** on Thursday 1/11/18. Mr*** stated he would withdraw complaint as they discussed issues and have come to a resolution
We would have loved to have had this job done already as well. The homeowner was asked to give us information needed to order and 4 weeks passed before they had the order ready. The order was special order and took 6 weeks to receive (custom kitchen cabinets). When those were...
ordered, we asked them to also order counter tops. They waited until the cabinets were installed to select counter top which also happened to be custom order. That added an additional 4 weeks. As far as finishing touches, we have gone over the "punch list" with them several times, with more being added each visit. They refused to sign completion of each item. Stated they would sign when all was completed. Some of the items they were having us "revisit" were not even associated with this loss. As far as the damaged floor goes, we do have photographic proof that the scratches occurred after we were finished in that room. Communication has not been lacking on our end. If we receive a question via email, text, or phone, someone would respond within 8 business hours. The trim of the home was indeed replaced per the request of the homeowner and authorization of the insurance company. It had been damaged due to the heat from the fire. We used a higher grade wood, #1 white pine than we even billed for, which was cedar. As of today, our lumber supplier sent us pricing. #1 white pine is $15.92/1" x 6" x 8' where as the cedar is $10.80/1" x 6" x 8". So we actually gave them a price break and used BETTER quality wood. For staining wood, it was impossible to 100% match. The 100 year old products are going to of course be different than todays. We matched it as close as possible with approval. We did have one invoice created in error (the item was already billed on another) and we had one sink that needed to be removed from invoice as homeowner had purchased the sink that ended up being installed. Once those items were brought to our attention by [redacted], they were immediately revised and resent.We have gone above and beyond to try and satisfy these customers. We had even hired a third party to help rectify the issues they claimed. Some of these issues for the [redacted]'s, we knew nothing of until reading this today. We take pride in our customer service and ability to help people in their time of need. When a problem arises or a customer is unhappy, we will go out of our way to always try and find a solution. Unfortunately this time, we were unable to satisfy the customer's demands and for that we apologize.