Swanson Construction

This customer begged us for service on his dishwasher rack on Friday, the 21st. I explained that our calendar was full, but since technicians were in the area, I would have them stop by on their way to their next service call. He had called *** to send a part, and they
did so. The technicians examined the parts *** sent. His dishwasher had a hook and hanger rack assembly. The parts *** sent were for a wheel and bearing assembly. Our technicians wanted to call ***’s tech line which only opens Monday morning, and not Saturday. Therefore it is impossible for our technician to say Saturday because they could not have spoken with the *** tech line by then. (Misstatement #1.) This customer called at least four times over the weekend, and I answered his call every time. At no time did I “dodge” his calls, despite his desire to control my scheduling when there was no possibility that techs could return at his requested time. When not in the office, calls are forwarded to a cell phone so that we pick up as many calls as possible. On Monday he called again and reached one of the technicians who was driving on the highway and explained he was in traffic and could not talk, and we would get back to him(Misstatement #2.) I spoke with the customer twice that day, and one of the technicians returned his rack and attempted to explain the problem with the part sent by ***, but the customer was disinterested and preferred to lodge a complaint. He signed for the return, and he was never charged nor offered to pay in any fashion. When the customer lodged his complaint with you on Tuesday, he already had his rack back, and we had a signed invoice from the customer with his signature

[redacted] is correct.  One of the individuals contracted by us to return  her repaired appliance damaged/stained her carpet in the process.  The mover, a home improvement contractor, acknowledged the damage as a result of his equipment, and he agreed to replace the carpet...

runner.  He also supplied additional service to the customer, and the customer acknowledged his ability to perform many services to her satisfaction. Neither the customer nor our firm questioned his ability to complete the replacement.
Since that time, the gentleman has reneged on his agreement to provide the services required and has completely refused to cooperate, and we have promised the customer that we would take care of it.  I am somewhat unclear as to timing as the specific designer carpeting in question was not available until possibly March or April.  At that time we were  making an effort to contact the person who did the damage and reneged on the repair, and we made a strong effort  to re-negotiate with him.
Since that time for the following 2-3 months, we had great difficulty arranging for a carpet specialist to measure and lay the new carpeting.  We contacted two different individuals who are professional carpet layers.  They agreed to contact [redacted] to arrange for measuring and laying the carpet, entirely at our expense.  Unfortunately neither would follow through. In June we located and made an appointment with the new carpet specialist to measure the dimensions of the carpet runner, but unfortunately have been unable to contact the customer.  We have left several voicemails but have not heard back from her.  It is possible she has been away for the summer.
As it is our responsibility to replace the carpeting, we are not shirking our responsibility, only having some difficulty in completing the service in a timely fashion.