Thanks for notifying us of this complaint, The customer and I had agreed originally that this project was outside of our usual services. Due to their budgeting they decided to go with us due to the price being lower than other bids. Once we got going on the job we noticed we had under bid the job. I...
spoke with the homeowner (husband=[redacted]) him and I agreed to increase the amount of the job together. I even stated that if this was a problem , that I was willing to take a loss financially to continue the job and stick to the original amount . But he insisted that I increase the amount because he wanted me to profit on the job. The roof went well and he has no leaks of any kind. The other scope of work is where it became difficult, the contract we had originally and the one signed ....everything has been done according to the scope of work . theres a detailed estimate with the homeowners signature . Once job was completed the homeowner pointed out some wood he had thought needed replaced. I agreed to fix the wood roughly two weeks ago. The homeowner and I also discussed that I only had one guy available to fix that type of wood and it would be a couple weeks for me to get him out there. He agreed and said, no problem , as long as it gets done he would be happy. The homeowner has no leaks , nothing suggesting immediate attention. If the conversation had went somewhere along the lines of that I would have been out there sooner. Our hands were tied with emergency jobs (leaks causing damage in homes). I was very clear when discussing this with [redacted], but I didn't communicate much with the wife, who's the one who made the complaint . I am all about serving my customers and making sure they are satisfied and [redacted] assured me that he was and him and I agreed that this was a project that may have some trial and error because of my lack of experience with this particular job, but he agreed 100%. I am very taken back by this complaint , they are on the schedule for this coming week to get fixed and wrapped up totally. Again, Ive returned all of their phone calls and stayed in touch with them through out this project. When she mentioned not returning phone calls, my only guess is when I had my company number (my cell phone) switched to a landline last friday, that she may have tried to text me , but we didn't have any recent voicemails from her . I did call last week but didn't leave a voicemail . She is a little on the demanding side and thats ok!! were here to serve , she called many many times throughout this project , mean while I had been talking to her husband mainly and I would have thought he was filling her in on our conversations. She would call just to reconfirm times and I would say "we will contact you when were coming out" and then she would continue to call and I would tell her the same thing. Im not one to send out just any worker or contractor which is why there was a delay . Again , the scope of work in the contract has been done. the wood they're referring to is "soffit". the contract only says fascia boards. but we agreed to do it anyways because I wanted to please them . Unfortunately Aspen only profited just under 1,000.00, and its not about the money . But trying to give all the information so you are aware of both sides. I am willing to make this right and hold my word, but my word to the husband evidently wasn't communicated to the wife . the last two weeks has been 70% rain . That makes it hard to get to everyone which is why I told them weeks before I could get out there because I was also considering the weather . I'm very specific when I communicate to the homeowner about scheduling because weather alters it so much, I always mention " everyday it rains thats another day behind we are ". Ive never received a complaint before and don't want this to negate all the good work I have done ! Please, whatever it takes to handle this in a professional manor and make sure my customers are happy ....Aspen is willing to do even if the contract doesn't state the specific wood they're referring to . The job was tough but we made it happen . shocked from this complaint, and will make this right. please call my cell phone ###-###-####. I want to resolve this immediately.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thanks for notifying us of this complaint, The customer and I had agreed originally that this project was outside of our usual services. Due to their budgeting they decided to go with us due to the price being lower than other bids. Once we got going on the job we noticed we had under bid the job. I...
spoke with the homeowner (husband=[redacted]) him and I agreed to increase the amount of the job together. I even stated that if this was a problem , that I was willing to take a loss financially to continue the job and stick to the original amount . But he insisted that I increase the amount because he wanted me to profit on the job. The roof went well and he has no leaks of any kind. The other scope of work is where it became difficult, the contract we had originally and the one signed ....everything has been done according to the scope of work . theres a detailed estimate with the homeowners signature . Once job was completed the homeowner pointed out some wood he had thought needed replaced. I agreed to fix the wood roughly two weeks ago. The homeowner and I also discussed that I only had one guy available to fix that type of wood and it would be a couple weeks for me to get him out there. He agreed and said, no problem , as long as it gets done he would be happy. The homeowner has no leaks , nothing suggesting immediate attention. If the conversation had went somewhere along the lines of that I would have been out there sooner. Our hands were tied with emergency jobs (leaks causing damage in homes). I was very clear when discussing this with [redacted], but I didn't communicate much with the wife, who's the one who made the complaint . I am all about serving my customers and making sure they are satisfied and [redacted] assured me that he was and him and I agreed that this was a project that may have some trial and error because of my lack of experience with this particular job, but he agreed 100%. I am very taken back by this complaint , they are on the schedule for this coming week to get fixed and wrapped up totally. Again, Ive returned all of their phone calls and stayed in touch with them through out this project. When she mentioned not returning phone calls, my only guess is when I had my company number (my cell phone) switched to a landline last friday, that she may have tried to text me , but we didn't have any recent voicemails from her . I did call last week but didn't leave a voicemail . She is a little on the demanding side and thats ok!! were here to serve , she called many many times throughout this project , mean while I had been talking to her husband mainly and I would have thought he was filling her in on our conversations. She would call just to reconfirm times and I would say "we will contact you when were coming out" and then she would continue to call and I would tell her the same thing. Im not one to send out just any worker or contractor which is why there was a delay . Again , the scope of work in the contract has been done. the wood they're referring to is "soffit". the contract only says fascia boards. but we agreed to do it anyways because I wanted to please them . Unfortunately Aspen only profited just under 1,000.00, and its not about the money . But trying to give all the information so you are aware of both sides. I am willing to make this right and hold my word, but my word to the husband evidently wasn't communicated to the wife . the last two weeks has been 70% rain . That makes it hard to get to everyone which is why I told them weeks before I could get out there because I was also considering the weather . I'm very specific when I communicate to the homeowner about scheduling because weather alters it so much, I always mention " everyday it rains thats another day behind we are ". Ive never received a complaint before and don't want this to negate all the good work I have done ! Please, whatever it takes to handle this in a professional manor and make sure my customers are happy ....Aspen is willing to do even if the contract doesn't state the specific wood they're referring to . The job was tough but we made it happen . shocked from this complaint, and will make this right. please call my cell phone ###-###-####. I want to resolve this immediately.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]