TNR Construction Services, LLC

Upon receipt of your letter dated 8/30/2017, we are already aware of the displeasure expressed by Ms*** and have been taking steps to come to some resolve, but upon receiving your letter and the explanation therein, I have some concernsI do recognize the workman ship issues stated and have
tried to rectify those issues and was willing to make more attempts to satisfy the customers' expectations, but the customer was not willing to be a cooperative part in this effort as your letter states.I believe what we have here is some communication breakdowns and misinterpretation of what was to be expected of the projectIf I may point out a timeline of events and the method of which the customer chose to communicate, I think we can come to the same conclusion that some form of misinterpretation occurred and led us to this point in time.The customer contacted me by phone on or about the end of April, beginning of May, initially and discussed her desire to have a set of stairs replaced on her rental unit in Mount Greatna, PAscheduled a visit to the property to review the proposed work in which the Customer did not attendAt the property, I took the necessary measurements, photos, ectTo prepare an estimate for the customerI even called the customer from the site to ask questions, this phone call was returned later in the day and we discussed the proposed materials and scope of workI prepared an estimate on 05/15/based upon the information provided, to which the customer accepted and provided a deposit in agreement on 06/05/2017(not the full amount required, but we still honored the agreement)The correspondence from there on was in the form of emails and text messages, which lends itself to some misinterpretation and confusion, especially when a third party (the tenant) is involvedThe work was coordinated and scheduled for 06/14/2017, and the framing was completed on 06/19/The painting of the railing was completed on 07/03/This lent plenty of time for the work to be reviewed and inspected by the owner and/or tenantIn this time, I did not receive notice of anything Wrong with the work, by the Customer or the tenantWe proceeded to complete the painting and final aspects of the Scope of workAgain, no correspondence until sent the final invoice for the work CompletedThe customer made full payment on the remaining balance (no extras were billed) without reviewing the work and sent an email thanking us for our workI then received an email on Augabout some unsatisfactory work on the projectI immediately called the customer to discuss and scheduled a date that we could meet to discuss and address the issuesWe performed the necessary adjustments on Augand had every intention to return to address things that I found to be necessary to correctUnfortunately, I did not have the opportunity to make those corrections.At this point my concerns lie in the fact that neglect on the customers' partled to some misinterpretation of what was to be the expected outcomeAs with most of our customers, we always meet in person to ensure a positive understanding of the work expected and comfort levelThe estimate and billing was based upon the scope of work performed and the type of materials to be usedAlso, your letter states the customer is seeking a refund of $Our records indicate the job was priced at $Also, the separate invoice for $was billed because we were given the wrong information about the paint colorsI was given the paint color (one color) by the tenantIt was then brought to our attention by the customer on Aug(after the job was complete) that another color was to be appliedWe had to purchase this color and repaint the projectAll of which we incurred more costs that could have been avoided by a simple attempt to meet with me in the initial stages of the projectI have waved the $invoice in good faith, but am now quite skeptical of the motives of the customer due to the inflated request of the refund.As your letter states, the customers concerns lie in workmanshipWe are prepared to provide a schedule of fees and refund the labor portion of the work to the customer, to which we hope to provide by 09/30/Of course, we will extend our apologies to Ms*** for the breakdown in understandingWe strive to provide the best possible service to our customers, which begins with clear, concise communication and cooperation from all partiesWe are thankful for all feedback that is provided by institutions such as yours to continue to improve our systems, processes and relations with the consumer.Rich B***Owner, TNR Construction Services