WellExpert

Initial Business Response /* (1000, 5, 2014/10/30) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@encorespacesolutions.com
We gave the customer a quote based on her measurements of 36xOur quotes are given based on the customers
measurements of the wellWhen we come out to do the work we do a re-measure and custom build the covers right on-siteWe do not come out just to measure the wellsWe scheduled her order according to her measurementsAnd emailed the order confirmation to her
Which clearly states the terms and conditions:
"Order Confirmation - Terms & Conditions are outlined below - PLEASE READ
Based on the phone order you have placed we will be at your home on the install date shown below to custom fabricate window well coversSince all of our work is custom, window covers are not returnableExamples of our work can be seen on our website at WellExpert.comPricing is based on the information you provided and is shown belowShould actual sizing differ, pricing will be adjusted accordinglyMoreover, WellExpert reserves the right to complete the work without any additional notification to the customer and charge customer the adjusted amountPayment is requires upon completion of the workIf the job is canceled for any reason on the scheduled install day, a $cancelation fee will be charged."
When we arrived on site her wells were clearly considerably larger and her covers needed to be cut from 52xcut sheet and not the 40xas originally quotedThe covers were fabricated and she was charged for the larger cut sheet and we continued to honor the 40% off discount as originally quotedThe charges were then processed to her cardWe emailed her the paid receipt
The customer needs to read the terms and conditions, and should have measured her entire well
We do not "low-ball" quotes, often times we refund customers as their wells are sometimes smaller than they originally anticipateWe also do not estimate "high"We estimate for accuracy assuming the customer is always giving us as accurate information as possible
Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The measurements provided were accurate based on the information on the company's websiteOur representative asked for the maof our well, and we clearly told him brick (we have the email where we state the well was made of brick)It was the fact that the well was made of bricks that increased the size of the material neededBecause this is not an area of expertise for us, we had no way of knowing that the size of the bricks could alter the bidBut our rep would have known that and did not follow up and request for us to measure the bricks
Furthermore, the additional costs were 28% of the original quoteOur decision to use the business was based on the quoted priceIf our rep had asked for us to re-measure because of the use of bricks, the quote would have been higherAs the customer, we were not able to make a completely informed decision as to whether the price they offered was ultimately the least expensive
Finally, the business is not addressing their lack of customer service, which has been our main concernAt no time did they inform us about the additional costs until AFTER our credit card had been chargedThey had the opportunity to inform us the day the covers were installed, or upon the first business day after, or even to call us before they charged our card, go over the bill, and ask if we had any questionsI feel that they took liberties with the credit card number we entrusted them with
When we explained our dissatisfaction to the business, they responded that they were rated "A+" with the Revdex.comBased on our experience, I would say that rating is misleadingWe paid the higher charge in full because they threatened to put a lien on our house, and we do not contest the quality of the covers they installedWe are concerned at their treatment of customers and the fact that they raise their prices only after the work is done, and we want other potential customers to understand what they are getting in to
Final Business Response /* (4000, 12, 2014/11/20) */
11/19/
The customer is correct in stating that the size of the well did differ due to the brick encasementThe customer refused to participate in a phone conversation regarding the wellThe customer was indeed quoted a low price and knew it was low and it is for that reason they booked the job and chose not to participate in conversation knowing the brick encasement would come upWe will refund the $dollars and will make a notation in our system not to do business with them in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]