Trotter Construction, INC

To Whom It May Concern:The intentions of this email is to bring clarity to a complaint that was inaccurately filed against Unruh Furniture by a *** ***My name is *** *** and I am the head of the Sales Department at Unruh FurnitureUnruh Furniture is a custom, handcrafted furniture
companyWe build a variety of different pieces including: tables, sideboards, bed frames, chairs, office furniture, etcBeing a custom, handcrafted company we invite all of our potential customers out to our showroom where we discuss their furniture needsThe potential customer sees over pieces in our showroom and can see the build process if desiredThe purpose of these showroom appointments are foldFirst, we want customers to see our work to know what they will be receiving if they order from usWe work with solid woodSecondly, potential customers and I walk through exactly what they need and finalize the dimensions, overall style, and stain/color of their piecesThis whole process is done before any money is exchangedOnce the customer feels confident in our work and their order then we collect a $deposit for each pieceThe customer then has weeks to make any changes to their order before it is finalizedThe customer receives an invoice stating the dimensions, color, any details that we agreed upon, and our policiesIf the customer decides to cancel their order within these weeks then we issue a refundHowever, if there is no cancelation then we move forward with the building processEach piece we build is uniquely created for each customerBecause of the uniqueness of every piece, the personal showroom consultation, and the week changing period, we have a no refund policy that is clearly stated on the invoice that they receive after their consultationHowever, this is also stated on our invoice: "If you have any problems with your furniture, whether its our fault, your fault, or your dog's fault we will take care of it at no cost."*** *** became a customer of ours on September 17, During our consultation she agreed that we would build her piecesAttached to this document is her invoice stating her order and the details that were agreed upon by both partiesDuring the course of her waiting for her pieces to be completed, her contractor came out to the shop and looked at the main piece she is now calling into questionHe did not share any concerns with me about this pieceIt was originally requested by him that we cut portions out of the back of the piece for plumbingThere was no request or communication as to adding bracing as this is the responsibility of the contractor installing the top to the vanityAfter receiving her pieces, Ms*** is stating that her pieces are not what she ordered and is asking for a full refundWe have communicated with Ms*** that we would be happy to correct anything we have done that is not per her invoice or correct something that has not been done that was stated on her invoiceWe will not issue a full refund to her as these complaints were not within the day periodWe built her these pieces as they were ordered and agreed uponWe did not change any part of our process to complete her order. Attached you will find a zipped file of Ms***'s agreed upon invoice, payment records, and then what we have refunded back to her due to overpaymentAdditionally, there is a zipped folder showing Ms***'s pieces and there completion as per the invoice. Thank you for your time and for insuring that both sides are heard. Sincerely, *** ***

To Whom It May Concern:The intentions of this email is to bring clarity to a complaint that was inaccurately filed against Unruh Furniture by a [redacted]. My name is [redacted] and I am the head of the Sales Department at Unruh Furniture. Unruh Furniture is a custom, handcrafted furniture...

company. We build a variety of different pieces including: tables, sideboards, bed frames, chairs, office furniture, etc. Being a custom, handcrafted company we invite all of our potential customers out to our showroom where we discuss their furniture needs. The potential customer sees over 20 pieces in our showroom and can see the build process if desired. The purpose of these showroom appointments are 2 fold. First, we want customers to see our work to know what they will be receiving if they order from us. We work with solid wood. Secondly, potential customers and I walk through exactly what they need and finalize the dimensions, overall style, and stain/color of their pieces. This whole process is done before any money is exchanged. Once the customer feels confident in our work and their order then we collect a $200 deposit for each piece. The customer then has 2 weeks to make any changes to their order before it is finalized. The customer receives an invoice stating the dimensions, color, any details that we agreed upon, and our policies. If the customer decides to cancel their order within these 2 weeks then we issue a refund. However, if there is no cancelation then we move forward with the building process. Each piece we build is uniquely created for each customer. Because of the uniqueness of every piece, the personal showroom consultation, and the 2 week changing period, we have a no refund policy that is clearly stated on the invoice that they receive after their consultation. However, this is also stated on our invoice: "If you have any problems with your furniture, whether its our fault, your fault, or your dog's fault we will take care of it at no cost."[redacted] became a customer of ours on September 17, 2015. During our consultation she agreed that we would build her 3 pieces. Attached to this document is her invoice stating her order and the details that were agreed upon by both parties. During the course of her waiting for her pieces to be completed, her contractor came out to the shop and looked at the main piece she is now calling into question. He did not share any concerns with me about this piece. It was originally requested by him that we cut portions out of the back of the piece for plumbing. There was no request or communication as to adding bracing as this is the responsibility of the contractor installing the top to the vanity. After receiving her pieces, Ms. [redacted] is stating that her pieces are not what she ordered and is asking for a full refund. We have communicated with Ms. [redacted] that we would be happy to correct anything we have done that is not per her invoice or correct something that has not been done that was stated on her invoice. We will not issue a full refund to her as these complaints were not within the 14 day period. We built her these pieces as they were ordered and agreed upon. We did not change any part of our process to complete her order. Attached you will find a zipped file of Ms. [redacted]'s agreed upon invoice, payment records, and then what we have refunded back to her due to overpayment. Additionally, there is a zipped folder showing Ms. [redacted]'s pieces and there completion as per the invoice. Thank you for your time and for insuring that both sides are heard. Sincerely,  [redacted]