Surface Specialists St. Louis LLC

Our warranty does not cover caulking issues for more than one yearNo where on our warranty does it state that we warranty the caulkAn obvious miscommunication has happened in regards to making the customer aware that there would be a chargeAs the customer has mentioned, we have been there to replace caulk in the past and was not chargedThis time the customer was charged and they had every opportunity to say no to the charges at time of completionI feel we have gone above and beyond for this customer and we only charged her a fraction of the cost compared to the amount of time we have spent repairing the caulking issuesI feel that this customer had time to talk to me about her feelings on this issue as she wrote me a checkI also feel that her attempt to get her money back for a service that is not under our warranty is uncalled for and her contacting the Revdex.com is slanderousIn summation, I feel we have gone above and beyond since installing the system for her

Initial Business Response /* (1000, 5, 2015/07/20) */
To start this off I will address the items stated in the complaint
*** ***, owner looked at job after MrsCalled and said a few spots needed some attentionMrsstated when she called me-*** ***, owner I
That I did not know I was
to call her and that we were busy...what I actually said was that *** and I had a miscommunication because I was not calling her until our new spray gun came in and I thought he had told her thatI stated we were really crazy busy and that I was sorry for the miscommunicationI scheduled her for the day she made the complaint and for so reason (Murphy's law) we had it in my employees schedule for the following dayI did not answer when she called that morning because I was getting off an airplane but did return her call an hour later after I investigated what had happenedThe issues with not returning calls is not accurateI am a one women office and try to get back to everyone in a timely basis, but always return callsWe have since been there and taken care of issuesI spoke to Mrthis morning and he said the job looks good and he is happy with itI told him to not hesitate to call with any issuesThis job definitely had some hiccups and we are not perfect but try to
make everyone happyI do not know if MrsIs or will be happy but am glad to hear MrIs satisfied

Our warranty does not cover caulking issues for more than one year. No where on our warranty does it state that we warranty the caulk. An obvious miscommunication has happened in regards to making the customer aware that there would be a charge. As the customer has mentioned, we have been there to...

replace caulk in the past and was not charged. This time the customer was charged and they had every opportunity to say no to the charges at time of completion. I feel we have gone above and beyond for this customer and we only charged her a fraction of the cost compared to the amount of time we have spent repairing the caulking issues. I feel that this customer had time to talk to me about her feelings on this issue as she wrote me a check. I also feel that her attempt to get her money back for a service that is not under our warranty is uncalled for and her contacting the Revdex.com is slanderous. In summation, I feel we have gone above and beyond since installing the system for her.

Complaint: [redacted]
I am rejecting this response because: I was never advised of a charge, never provided an estimate and never paid in the past.  I only paid to avoid a problem and I did not have the contract in front of me. I was told I would receive a copy of a bill and [redacted] would have [redacted] call me to review contract.  [redacted] stated when I first called the computer systems crashed and they did did not have any records of my transaction. I offered to send a copy of the contract to them so [redacted] could go over it with me. [redacted] stated [redacted] was supposed to give me the estimate and [redacted] said [redacted] was supposed to give me the estimate.  To this day [redacted] never called , I never received a bill and I would like to see the copy of the estimate presented to me.  I would like proof of me agreeing to the estimate.  When I discussed this issue with [redacted] she stated she only answers the phone and schedules.  [redacted] has represented herself in court documents as Vice President of the company.  If not provided proof of the estimate and my acceptance I do not see how my money cannot be returned.  The reason I paid was I did not have the contract in front of me and [redacted] would honor his contract or call me to review it as his wife [redacted] gave me her word he would.  I feel like I am caught in the middle of a family squabble each one blaming the other. . If either party does not have proof of the estimate and my acceptance than it never happened.  I would also love to see what contract [redacted] is reviewing to answer his question.  Because per his wife, Vice President of the company they have no record of my transaction.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
To start this off I will address the items stated in the complaint.
[redacted], owner looked at job after Mrs. Called and said a few spots needed some attention. Mrs. stated when she called me-[redacted], owner I
That I did not...

know I was to call her and that we were busy...what I actually said was that [redacted] and I had a miscommunication because I was not calling her until our new spray gun came in and I thought he had told her that. I stated we were really crazy busy and that I was sorry for the miscommunication. I scheduled her for the day she made the complaint and for so reason (Murphy's law) we had it in my employees schedule for the following day. I did not answer when she called that morning because I was getting off an airplane but did return her call an hour later after I investigated what had happened. The issues with not returning calls is not accurate. I am a one women office and try to get back to everyone in a timely basis, but always return calls. We have since been there and taken care of issues. I spoke to Mr. this morning and he said the job looks good and he is happy with it. I told him to not hesitate to call with any issues. This job definitely had some hiccups and we are not perfect but try to
make everyone happy. I do not know if Mrs. Is or will be happy but am glad to hear Mr. Is satisfied.