[redacted],Thank you for forwarding this complaint to me. I personally spoke to Mr. [redacted] I believe it
was 10-29-2015. He expressed concern
with his credit card being charged and some design concerns with his
installation that was performed on 9-8-2015. I apologized about...
the accidental charge to his
account. As I told him it was an error
on our part and we promptly refunded his card once the error was brought to our
attention. He made it very clear that he
was unhappy with Kathy Partlow, the designer on his account. Kathy was the first point of contact when the
issues with his installation came about.
The 2 issues as I understand them are as follows. In the master closet his cabinet was to end
at a light switch on the wall. At day of
installation it was realized that there wasn’t enough room between the floor
vent and the switch. My installer worked
with Mr. [redacted] to come up with a solution.
The second issue was in the office closet. Mr. [redacted] expected the shelving, which was
placed in the door opening, would be wider.
Kathy discussed adding shelving to the side units. She took 4 shelves out on 9-22-2015 at no
charge. This was a $67 value. He expressed concern that an installer was
not bringing them out. She informed him
that she was able to do it and performed the work. Kathy thought everything was taken care
of. When she directed the office that
everything was done and we could collect final payment we made the error of
charging his card instead of sending him a bill. Mr. [redacted] was naturally upset and at that point, I became
involved. When Mr. [redacted] and I talked, He
expressed his dissatisfaction. I offered
to correct any and all concerns with our installed product. He was not willing to let me come back and do
that. He said he wasn’t able to take
time off work and just didn’t want someone to come back. I told him we would work around his
schedule. I told him if he was unhappy it
is important for me to make things right.
For him to have my product in his home and not be happy with it, concerned
me. He was adamant that he would not let
me come back to resolve his issues. At
that point I asked what I could do to make things right with him. He asked for $400 discount. I told him that I wasn’t able to give him
that amount. After a back and forth
exchange we agreed to $250. During this
conversation we also discussed whether we had destroyed his credit card
information and if his card was refunded.
At the time of our call he hadn’t seen the refund. I followed up with the office and called him
back to confirm everything had been taken care of. I also found out we had sent a bill for the
amount that he owed prior to our conversation.
I told him to disregard that bill and that a corrected one with the $250
discount would follow. Mr. [redacted] remitted
a check and it was processed on 10-7-2015 and at that point I believed
everything was resolved. I am very
surprised to see that has filed a complaint after the efforts we have made to
address his concerns.Sincerely,[redacted]
[redacted],Thank you for forwarding this complaint to me. I personally spoke to Mr. [redacted] I believe it
was 10-29-2015. He expressed concern
with his credit card being charged and some design concerns with his
installation that was performed on 9-8-2015. I apologized about the...
accidental charge to his
account. As I told him it was an error
on our part and we promptly refunded his card once the error was brought to our
attention. He made it very clear that he
was unhappy with Kathy Partlow, the designer on his account. Kathy was the first point of contact when the
issues with his installation came about.
The 2 issues as I understand them are as follows. In the master closet his cabinet was to end
at a light switch on the wall. At day of
installation it was realized that there wasn’t enough room between the floor
vent and the switch. My installer worked
with Mr. [redacted] to come up with a solution.
The second issue was in the office closet. Mr. [redacted] expected the shelving, which was
placed in the door opening, would be wider.
Kathy discussed adding shelving to the side units. She took 4 shelves out on 9-22-2015 at no
charge. This was a $67 value. He expressed concern that an installer was
not bringing them out. She informed him
that she was able to do it and performed the work. Kathy thought everything was taken care
of. When she directed the office that
everything was done and we could collect final payment we made the error of
charging his card instead of sending him a bill. Mr. [redacted] was naturally upset and at that point, I became
involved. When Mr. [redacted] and I talked, He
expressed his dissatisfaction. I offered
to correct any and all concerns with our installed product. He was not willing to let me come back and do
that. He said he wasn’t able to take
time off work and just didn’t want someone to come back. I told him we would work around his
schedule. I told him if he was unhappy it
is important for me to make things right.
For him to have my product in his home and not be happy with it, concerned
me. He was adamant that he would not let
me come back to resolve his issues. At
that point I asked what I could do to make things right with him. He asked for $400 discount. I told him that I wasn’t able to give him
that amount. After a back and forth
exchange we agreed to $250. During this
conversation we also discussed whether we had destroyed his credit card
information and if his card was refunded.
At the time of our call he hadn’t seen the refund. I followed up with the office and called him
back to confirm everything had been taken care of. I also found out we had sent a bill for the
amount that he owed prior to our conversation.
I told him to disregard that bill and that a corrected one with the $250
discount would follow. Mr. [redacted] remitted
a check and it was processed on 10-7-2015 and at that point I believed
everything was resolved. I am very
surprised to see that has filed a complaint after the efforts we have made to
address his concerns.Sincerely,[redacted]
[redacted],Thank you for forwarding this complaint to me. I personally spoke to Mr. [redacted] I believe it
was 10-29-2015. He expressed concern
with his credit card being charged and some design concerns with his
installation that was performed on 9-8-2015. I apologized about...
the accidental charge to his
account. As I told him it was an error
on our part and we promptly refunded his card once the error was brought to our
attention. He made it very clear that he
was unhappy with Kathy Partlow, the designer on his account. Kathy was the first point of contact when the
issues with his installation came about.
The 2 issues as I understand them are as follows. In the master closet his cabinet was to end
at a light switch on the wall. At day of
installation it was realized that there wasn’t enough room between the floor
vent and the switch. My installer worked
with Mr. [redacted] to come up with a solution.
The second issue was in the office closet. Mr. [redacted] expected the shelving, which was
placed in the door opening, would be wider.
Kathy discussed adding shelving to the side units. She took 4 shelves out on 9-22-2015 at no
charge. This was a $67 value. He expressed concern that an installer was
not bringing them out. She informed him
that she was able to do it and performed the work. Kathy thought everything was taken care
of. When she directed the office that
everything was done and we could collect final payment we made the error of
charging his card instead of sending him a bill. Mr. [redacted] was naturally upset and at that point, I became
involved. When Mr. [redacted] and I talked, He
expressed his dissatisfaction. I offered
to correct any and all concerns with our installed product. He was not willing to let me come back and do
that. He said he wasn’t able to take
time off work and just didn’t want someone to come back. I told him we would work around his
schedule. I told him if he was unhappy it
is important for me to make things right.
For him to have my product in his home and not be happy with it, concerned
me. He was adamant that he would not let
me come back to resolve his issues. At
that point I asked what I could do to make things right with him. He asked for $400 discount. I told him that I wasn’t able to give him
that amount. After a back and forth
exchange we agreed to $250. During this
conversation we also discussed whether we had destroyed his credit card
information and if his card was refunded.
At the time of our call he hadn’t seen the refund. I followed up with the office and called him
back to confirm everything had been taken care of. I also found out we had sent a bill for the
amount that he owed prior to our conversation.
I told him to disregard that bill and that a corrected one with the $250
discount would follow. Mr. [redacted] remitted
a check and it was processed on 10-7-2015 and at that point I believed
everything was resolved. I am very
surprised to see that has filed a complaint after the efforts we have made to
address his concerns.Sincerely,[redacted]
[redacted],Thank you for forwarding this complaint to me. I personally spoke to Mr. [redacted] I believe it
was 10-29-2015. He expressed concern
with his credit card being charged and some design concerns with his
installation that was performed on 9-8-2015. I apologized about the...
accidental charge to his
account. As I told him it was an error
on our part and we promptly refunded his card once the error was brought to our
attention. He made it very clear that he
was unhappy with Kathy Partlow, the designer on his account. Kathy was the first point of contact when the
issues with his installation came about.
The 2 issues as I understand them are as follows. In the master closet his cabinet was to end
at a light switch on the wall. At day of
installation it was realized that there wasn’t enough room between the floor
vent and the switch. My installer worked
with Mr. [redacted] to come up with a solution.
The second issue was in the office closet. Mr. [redacted] expected the shelving, which was
placed in the door opening, would be wider.
Kathy discussed adding shelving to the side units. She took 4 shelves out on 9-22-2015 at no
charge. This was a $67 value. He expressed concern that an installer was
not bringing them out. She informed him
that she was able to do it and performed the work. Kathy thought everything was taken care
of. When she directed the office that
everything was done and we could collect final payment we made the error of
charging his card instead of sending him a bill. Mr. [redacted] was naturally upset and at that point, I became
involved. When Mr. [redacted] and I talked, He
expressed his dissatisfaction. I offered
to correct any and all concerns with our installed product. He was not willing to let me come back and do
that. He said he wasn’t able to take
time off work and just didn’t want someone to come back. I told him we would work around his
schedule. I told him if he was unhappy it
is important for me to make things right.
For him to have my product in his home and not be happy with it, concerned
me. He was adamant that he would not let
me come back to resolve his issues. At
that point I asked what I could do to make things right with him. He asked for $400 discount. I told him that I wasn’t able to give him
that amount. After a back and forth
exchange we agreed to $250. During this
conversation we also discussed whether we had destroyed his credit card
information and if his card was refunded.
At the time of our call he hadn’t seen the refund. I followed up with the office and called him
back to confirm everything had been taken care of. I also found out we had sent a bill for the
amount that he owed prior to our conversation.
I told him to disregard that bill and that a corrected one with the $250
discount would follow. Mr. [redacted] remitted
a check and it was processed on 10-7-2015 and at that point I believed
everything was resolved. I am very
surprised to see that has filed a complaint after the efforts we have made to
address his concerns.Sincerely,[redacted]