I received a quote to have bricks replaced on the exterior of my chimney, and on the morning of the appointment Elizabeth called to say the crown was left off the proposal The quote clearly states: "Cement crown has deteriorated and requires removal and replace - which should be done with relieve." The next sentence in that paragraph lists the priceBut by phone, on the morning of the appointment Elizabeth told me the job will now cost nearly 50% more (to include replacing the crown)What good is a proposal/quote if they aren't going to follow it?
The original information in regards to this complaint is accurate The customer purchased a wood stove and the installation of the wood stove with repairs completed on 12/5/Our office was contacted on 2/3/and service was scheduled for 2/4/The service technician, [redacted] ***, was in communication with [redacted] Sales technical department and was provided a trouble shooting check listA return appointment was scheduled for 2/10/ We provide our customers the [redacted] website in order to take advantage of reduced pricing that is not available to the publicWe do not sell or service wood stove The customer again contacted our office on 2/17/2014, at which time they were advised not to call our office again The discrepancy in regards to the complaint is in what manner the customer contacted our office on each occasionFrom the initial contact on 2/4, advising us there was a problem, the customer was condescending and abusive** [redacted] called our office at @ 4:pm on 2/4, his 2nd phone call of the day, and incessantly complained to my administrative assistant that we had not contacted him in regards to the service call that morningThat it had been hours since the technician had left his homeMy assistant advised him that I was not in and his response was that "he did not want to hear our excuses"I contacted the customer upon my return and advised him that the technician was in communication with the technical support department After receiving a trouble shooting list from [redacted] sales, a return appointment was scheduledWhen the problems were diagnosed, the replacement parts were immediately orderedAs these are warrantied parts, we are not able to control the processing or delivery The customer has failed to indicate that *** [redacted] screamed profanity at me during the phone call which they threatened to seek legal action I was extremely upset and basically had taken all that I could from this abusive and demanding customerI do not and am not required to allow customers to speak to me in a continuously abusive manner or be subjected to their profanity I contacted the customer via e-mail when the parts were delivered and scheduled their installation for 2/27/The technician did a fire test and indicated that everything was working fine Everything was done in accordance with our ability to provide service for a defective productWe will not be offering a monetary disbursement to this customer
As indicated, the fireplace installation was completed on 11/ Our office was notified on 12/that the firebox was not properly centered and a return appointment was scheduled for 1/to assess the necessary repairAs a sub-contractor is required to assist our technicianthe customer had not yet been advised of the return scheduling dateThe customer has been contacted in regards to scheduling The customers desired settlement is not accepted
[redacted] was advised that it was necessary to special order a chimney termination due to the chimney being hollow below the crownThis was not and could not have been determined until the existing crown was removed The special order material was installed at no additional charge The original estimate, as well as the estimate for additional repairstake into consideration the excess height and hazardous working conditions It is unfortunate when a customer does not understand the difference between negligent repairs and repairs that could not be determinedDue to the nature of brick, mortar and water we are never able to guarantee that we can solve a chimney leak, unless the chimney was completely rebuiltIf any errors were made, we would gladly make the necessary repairs at no additional chargeThis is not the case The customers decision to not move forward with the additional repairs does not alleviate him of the responsibility to pay for service that was provided
I received a quote to have bricks replaced on the exterior of my chimney, and on the morning of the appointment Elizabeth called to say the crown was left off the proposal The quote clearly states: "Cement crown has deteriorated and requires removal and replace - which should be done with relieve." The next sentence in that paragraph lists the priceBut by phone, on the morning of the appointment Elizabeth told me the job will now cost nearly 50% more (to include replacing the crown)What good is a proposal/quote if they aren't going to follow it?
The original information in regards to this complaint is accurate The customer purchased a wood stove and the installation of the wood stove with repairs completed on 12/5/Our office was contacted on 2/3/and service was scheduled for 2/4/The service technician, [redacted] ***, was in communication with [redacted] Sales technical department and was provided a trouble shooting check listA return appointment was scheduled for 2/10/ We provide our customers the [redacted] website in order to take advantage of reduced pricing that is not available to the publicWe do not sell or service wood stove The customer again contacted our office on 2/17/2014, at which time they were advised not to call our office again The discrepancy in regards to the complaint is in what manner the customer contacted our office on each occasionFrom the initial contact on 2/4, advising us there was a problem, the customer was condescending and abusive** [redacted] called our office at @ 4:pm on 2/4, his 2nd phone call of the day, and incessantly complained to my administrative assistant that we had not contacted him in regards to the service call that morningThat it had been hours since the technician had left his homeMy assistant advised him that I was not in and his response was that "he did not want to hear our excuses"I contacted the customer upon my return and advised him that the technician was in communication with the technical support department After receiving a trouble shooting list from [redacted] sales, a return appointment was scheduledWhen the problems were diagnosed, the replacement parts were immediately orderedAs these are warrantied parts, we are not able to control the processing or delivery The customer has failed to indicate that *** [redacted] screamed profanity at me during the phone call which they threatened to seek legal action I was extremely upset and basically had taken all that I could from this abusive and demanding customerI do not and am not required to allow customers to speak to me in a continuously abusive manner or be subjected to their profanity I contacted the customer via e-mail when the parts were delivered and scheduled their installation for 2/27/The technician did a fire test and indicated that everything was working fine Everything was done in accordance with our ability to provide service for a defective productWe will not be offering a monetary disbursement to this customer
As indicated, the fireplace installation was completed on 11/ Our office was notified on 12/that the firebox was not properly centered and a return appointment was scheduled for 1/to assess the necessary repairAs a sub-contractor is required to assist our technicianthe customer had not yet been advised of the return scheduling dateThe customer has been contacted in regards to scheduling The customers desired settlement is not accepted
[redacted] was advised that it was necessary to special order a chimney termination due to the chimney being hollow below the crownThis was not and could not have been determined until the existing crown was removed The special order material was installed at no additional charge The original estimate, as well as the estimate for additional repairstake into consideration the excess height and hazardous working conditions It is unfortunate when a customer does not understand the difference between negligent repairs and repairs that could not be determinedDue to the nature of brick, mortar and water we are never able to guarantee that we can solve a chimney leak, unless the chimney was completely rebuiltIf any errors were made, we would gladly make the necessary repairs at no additional chargeThis is not the case The customers decision to not move forward with the additional repairs does not alleviate him of the responsibility to pay for service that was provided