Weatherwise Foam Insulation

Initial Business Response /* (1000, 5, 2016/03/23) */
Customer failed to answer the door at said agreed appointment scheduled time frame. She did ask to be called. We failed to do so. However, owner did wait for a long period of time waiting customer to answer the door. She knew what time was...

agreed upon. She called back to reschedule. I was not rude to her or did not "laugh" at her only mentioning that we were there and she did not answer. I made sure to reschedule appointment immediately to please her. She agreed to estimate provided and submitted a deposit with her credit card. She called several days later to cancel job. I asked her if there was any particular reason why she needed to cancel (assuming she may have found other contractor cheaper to do the work which was fine). She hesitated several times to answer this question and then said "it was an emergency". I informed owner that she wanted to cancel and he said fine but to collect the 3% fee we are charged for credit card transaction and give her the refund. She got upset with this so he authorized me to give her full payment back. She said that I([redacted])was not on the agreement and had not authority to keep this fee. Doesn't matter, I am a representative of this company with direction from the owner. I voided the check with the fee deduction and rewrote a new one in the full amount. She called me while I was on a job site several days later and got angry with the fact that she had not received the check yet. When I was questioned as to when I mailed it, I could not answer her at that time because I was not currently in the office. When I got back at the end of the day, I took a picture of both voided check and new check and sent it to her via text message. Her response was "this means nothing to me". She said she had called the post office and it should only take 2-4 days. I assured her that it was mailed. She continued to tell me that I needed to write her another check immediately and if I didn't, she was coming to the house that evening with the police department. I told her this was NOT going to happen and if so, she would be charged with trespassing. There was absolutely NO reason to make this threat. I have no control of the post office delivery system. She continued to call demanding to talk to the owner. He was busy with tools in his hand and could not take the call. Again, I assured her that I mailed the check. I told her that if she had not received the check by Friday, to let me know and I would contact the bank and take appropriate action at that point to take care of this situation. She states we would not answer her calls was because she didn't call...her communication with me thereafter was via text messages. She also states that I was upset that she got a free estimate? All of our estimates are free.
Because she things did not go her way...in HER time frame, we are now the ones that are in the wrong. She has made it a point to destroy our reputation not only with the Revdex.com, but with Angie's list with false accusations. This was not necessary nor was it going to get the post office delivery system working any faster.
She was not available for first set appointment...She was not patient enough for the mail. She was not prepared for her own financial emergencies. We upheld our end of this transaction to the best of our ability. She failed to mention how RUDE she was with her demands and threats.
Bank account verifies that her check has cleared...on Thursday.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the first missed appt was scheduled for 8:30 and I checked my front door at 8:34. It was snowing and there were no prints to my door. She claimed if it snowed he wasn't going to make it.
As to why I canceled my service with them is absolutely none of her business as we had no contract whatsoever. I never hesitated in answering her ? as to why I was canceling because when I called I said I needed to cancel and reschedule due to an emergency that was going have me out of town for several days.
None of this would have even happened if I would have received the money I needed in a timely matter. The mail was postmarked 7 days after I asked for it.
I think it needs to be noted that there is horrible service when dealing with this company. When I asked to speak with the owner I wasn't told he was busy and would return my call, I was told I didn't need to and hung up on. Its interesting that I am the rude party, as I never once disrespected her at all.
Very, very disappointed and disgusted!
Final Business Response /* (4000, 9, 2016/03/30) */
NOW...she says she checked the front door at 8:34? Contradicted from first complaint. First complaint was she needed to be called...now she says she was there waiting? If she was waiting, then why didn't she call to see if we were still coming? The owner waited a period of time for someone to answer the door...I'm sure much longer than 4 minutes after the 8:30 SET appointment. There was NEVER any mention of snow issues. Our appointment was kept regardless of weather. There was no contract written but when you submit a deposit, it's pretty much an agreement at that point with honest people. When we make an agreement to do something, we stand by our word. Unfortunately she did not receive the refund on "her time", along with the THREAT to bring the police THAT NIGHT, but we did do the best we could on our part to accommodate her request. Also as mentioned previously, the owner was busy on the job site and I communicated to him what was going on. With his direction, and my position in the company, I fulfilled each of their concerns. She received her money and the check cleared on Thursday, the 17th. She may have gotten it on Wednesday...not sure and not going to assume but she has received her money (Friday was the deadline that I told her that if she had not received it, I was more than happy to find out from the bank...cancel the original one...absorbing the stop payment fee, if needed and process a new check). She had her money and DID NOT let me know that things were taken care of. She seems to be more concerned with slandering us. We are professional and do not have time to play this tit-for-tat game. As far as we are concerned, we upheld our end to the best of our ability. We have a four and a half to five star rating with several lead generation companies as well as on-going support from local big box stores. We feel it is NOT fair for one customer who wants to argue to have the ability to continue in this manner.
Final Consumer Response /* (4200, 12, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that "weather permiting" my appt would be kept and when no one showed, figured that the snow was why. I called the next day spoke to [redacted] and was quite shocked when she said he had been there, at that point yes I did ask why I wasn't called. I was home and I told her that.
It appears that this company has no desire to resolve anything and she is clearly doing the "tit for tat" herself. The point is I feel the customer service is lacking and I was treated horribly. You do not hang up on customers period, ignore phone calls, and refuse to let the owner speak for himself. I have several people who heard me being yelled and hung up on, so it happened either way.
There is no "SLANDERING" as I left an honest review.