We have been in contact with the [redacted] and have tried to explain to them that their deposit is non-refundable. I have attached our communication thread, but I will condense it down...as there is a lot there. I have copied and pasted the actual information as well as taken screen shots to prove...
to you how diligent we are in our communications with our clients. The [redacted] contracted with us back in September 30, 2016, and we received a deposit through a credit card that was taken over the phone. At that time, the contract was reviewed with them over the phone and they selected items to be painted. This starts our process that includes a project review (in the home) and a color consult (also in the home). The [redacted] were very hard to communicate, as you can see in the thread (calls were not returned, the project had to be postponed because of lack of communication. Two appointments were made with our color designers, and the [redacted] did not show up for these first two appointments. No call, no email, no show. When our designer did come out to meet with them, the [redacted] discovered that trim was not include in the original estimate that they had already reviewed with our scheduling manager when the project was scheduled with the deposit. Then, the Project Manager needed to come back out to give additional costs. After this happened, the [redacted] decided they did not want to move forward with the project. We originally informed the [redacted] that they would forfeit their deposit if they canceled as this is our policy. We have made exceptions in the past when it is of no fault of the homeowner (house does not close, family sickness, etc). At this point the [redacted] became upset and demanded to see a signed copy of the contract. We take a verbal over the phone, and the contract is implied consent. The [redacted] claim they never received a comply of our contract. Our system automatically send this contract with each estimate, and we also have proof of this from the original email that is sent out by our PM (as our scheduling managers are copied on those emails). It is not our fault that the [redacted] did not review the contract at this time. We have since offered to refund 75% to the [redacted], which they have refused. We feel this was more than appropriate given the time our team had invested into the project by the time they decided to cancel (multiple meeting at the home, including several meeting the [redacted] did not show up for). We have a long history with the Revdex.com, we take complaints like this very seriously, and did try to resolve the problem with the [redacted]. Thank you for reviewing the situation, and please let me know if you need further information, or proof of the things I have claimed. Sincerely, [redacted]Owner Walls by Design
We have been in contact with the [redacted] and have tried to explain to them that their deposit is non-refundable. I have attached our communication thread, but I will condense it down...as there is a lot there. I have copied and pasted the actual information as well as taken screen shots to prove...
to you how diligent we are in our communications with our clients. The [redacted] contracted with us back in September 30, 2016, and we received a deposit through a credit card that was taken over the phone. At that time, the contract was reviewed with them over the phone and they selected items to be painted. This starts our process that includes a project review (in the home) and a color consult (also in the home). The [redacted] were very hard to communicate, as you can see in the thread (calls were not returned, the project had to be postponed because of lack of communication. Two appointments were made with our color designers, and the [redacted] did not show up for these first two appointments. No call, no email, no show. When our designer did come out to meet with them, the [redacted] discovered that trim was not include in the original estimate that they had already reviewed with our scheduling manager when the project was scheduled with the deposit. Then, the Project Manager needed to come back out to give additional costs. After this happened, the [redacted] decided they did not want to move forward with the project. We originally informed the [redacted] that they would forfeit their deposit if they canceled as this is our policy. We have made exceptions in the past when it is of no fault of the homeowner (house does not close, family sickness, etc). At this point the [redacted] became upset and demanded to see a signed copy of the contract. We take a verbal over the phone, and the contract is implied consent. The [redacted] claim they never received a comply of our contract. Our system automatically send this contract with each estimate, and we also have proof of this from the original email that is sent out by our PM (as our scheduling managers are copied on those emails). It is not our fault that the [redacted] did not review the contract at this time. We have since offered to refund 75% to the [redacted], which they have refused. We feel this was more than appropriate given the time our team had invested into the project by the time they decided to cancel (multiple meeting at the home, including several meeting the [redacted] did not show up for). We have a long history with the Revdex.com, we take complaints like this very seriously, and did try to resolve the problem with the [redacted]. Thank you for reviewing the situation, and please let me know if you need further information, or proof of the things I have claimed. Sincerely, [redacted]Owner Walls by Design