Initial Business Response /* (1000, 5, 2015/04/11) */
We had a scheduled appointment with DHAs per our regular routine DH was called the day prior to this appointment, a voice mail was left as there was no answerOn the day of the appointment the technician was running about minutes
late so the office called DH to let her know, a voice mail was left as there was no answerThe technician was running late another minutes and attempted to contact DH directly, there was no answer but no voice mail was left this time
When the technician arrived at the home of DH no one responded to repeated knocks and rings of the doorbellThe technician stayed onsite for 15-minutesDH did not present herself and the technician left
Our office manager was instructed to reschedule this appointment only if DH agreed to pay a $no show feeUnfortunately this information was not given to DH when she contacted usOur apologies were, and are extended, to DH for this failureAs soon as it was determined that this information was not given to DH she was contactedAfter some objection and discussion DH agreed to pay the $no show feeThis $does not fully cover the expense or loss of revenue for the appointment DH failed to keepWhen DH has been reached via phone it is at the same number that voice mails were left at
Additionally; DH fails to mention that while she paid for the time and talents of lead technician (in addition to the $fee) lead technicians were present at her rescheduled appointmentEach technician involved themselves in separate tasksIn essence DH was charged around 1/of our usual rates
No refund will be forthcoming at this time
Initial Consumer Rebuttal /* (3000, 7, 2015/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Many statements are not true in this responseThere were no phone calls on the day of the appointmentI was at home during this time and no one came to the doorThe second person on the call was in trainingIn fact he made a mistake which required an extended period of time
Final Business Response /* (4000, 9, 2015/04/30) */
I would encourage DH to point out exactly what statements "are not true" in our responseThe author of said response was the person who made phone calls to her and the person who stood at her door, at the scheduled time, with no response
While the second technician has only been with Xtra Hand for a short time, he is in no way "in training", having years of directly related experienceDH supplied all materialsIf Xtra Hand had been consulted on the purchase of materials, DH would have been advised of the overage and waste factor to use when calculating the proper quantities neededMistakes do happenDH was not charged for the time our Field Boss spent sourcing, additional materials, or the cost of those materials
Once again, DH had no obligation to hire Xtra Hand for this workDH agreed to the fee structure before the appointment was scheduled and again on site before work began when our Field Boss discussed how she would be charged
Initial Business Response /* (1000, 5, 2014/08/15) */
Xtra Hand was hired by Ms. * to patch multiple holes in her homes walls. Evidently her siding had been leaking and this lead to interior sheetrock damage. During my face to face conversation with Ms. [redacted] we discussed the time requirements...
at length. Ms. *. understood that my time estimate was approximately 3.5 days and that additional time may be necessary due to the uncertain nature of sheetrock mud, and texture; drying time varies, wall mud must be dry before additional steps can be started.
I am unaware of any job delays. Xtra Hand was on site and productive full days on Monday, Tuesday and *ednesday the week of July 28th. On Thursday of the same week our technicians, at the request of Ms. *., arrived at 7:00 AM and worked until 12:00PM . Ms. *. did not want work to be done on Friday of the same week so Xtra Hand completed the work, at Ms. *.'s request, on Saturday of that same week. Xtra Hand does not conduct business on Saturdays but gladly made an exception to ensure speedy completion and a satisfied customer. Our technician worked approximately 6 hours on Saturday, 4+- of those hours were spent painting interior surfaces that were outside the scope of our work. This was done at Ms. *.'s insistence, once again Xtra Hand complied in an attempt to satisfy the customer. All at no additional charge to Ms. *.
*hile working on the interior surfaces of Ms. *.'s home plastic secured with painters tape was used to protect flooring. Xtra Hand uses top quality materials including Scotchblue painters tape. This product is specifically formulated to guard against damaged to finished surfaces even if left in place for an extended period of time. During cleanup and removal of the floor protection some finish was removed from the flooring along with the tape. In our experience, and that of most professional flooring contractors, this occurs when clear cote is applied over stain that has not properly cured. If the stain is not completely cured the clear coat adheres to the stain as opposed to the flooring material. I explained this to Ms. *. and suggested she contact the company that refinished the floors for their input.
Our office boss is not rude nor insulting. *e were attempting to let Ms. *. know that she was not going to be charged more due to the additional time required to complete her job.
Xtra Hand does not charge it's customers a deposit of any kind, nor do we ask for progress payments. *hen the job is complete we ask to be paid; we find this helps us focus on quality work.
As of this date Xtra Hand has not received any payment from Ms. *. and her entire balance is outstanding; this includes money spent on materials used to complete Ms. *.'s project.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owner said I didn't want anybody to come work on Friday and that is not true. I called up the technician Friday as I thought he was working on my house but to my surprise I found out he had another assignment. Nobody worked on my house on Friday.
I paid 80% of invoice before deadline however, so far there's still nobody from Xtrahand is trying to reach out to me to schedule repair of damaged hardwood floor Xtrahands made during the project.
Final Consumer Response /* (4200, 11, 2014/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Xtrahand owner:
*hat tradition are you following not fixing the damage you caused during the project?
*hat made you think that you ask full payment without fixing the floor you damaged during the project when compliant is pending? Is it tradition that you compliant about the money through Revdex.com ?
Last day of xtrahand at my home was Aug 2, 2014 and it has been nearly 50 days and no word about fixing my floor xtrahand damaged. It is not acceptable the business you are conducting. You will have to fix my floor as soon as possible or I will escalate.
Final Business Response /* (4000, 14, 2014/10/15) */
*e are not responsible for finish issues with the customers flooring. The original flooring people should be contacted as they did not finish the floors properly. As stated in the past the flooring people did not let the materials cure properly which leads to adhesion issues. *e used proper care, proper materials and proper technique. The resulting damage is form improperly re-finished floors not the tape or the way it was removed.
As of this date Ms *. has not paid her bill in full. I will not negotiate from this position.
Initial Business Response /* (1000, 5, 2015/04/11) */
We had a scheduled appointment with DHAs per our regular routine DH was called the day prior to this appointment, a voice mail was left as there was no answerOn the day of the appointment the technician was running about minutes
late so the office called DH to let her know, a voice mail was left as there was no answerThe technician was running late another minutes and attempted to contact DH directly, there was no answer but no voice mail was left this time
When the technician arrived at the home of DH no one responded to repeated knocks and rings of the doorbellThe technician stayed onsite for 15-minutesDH did not present herself and the technician left
Our office manager was instructed to reschedule this appointment only if DH agreed to pay a $no show feeUnfortunately this information was not given to DH when she contacted usOur apologies were, and are extended, to DH for this failureAs soon as it was determined that this information was not given to DH she was contactedAfter some objection and discussion DH agreed to pay the $no show feeThis $does not fully cover the expense or loss of revenue for the appointment DH failed to keepWhen DH has been reached via phone it is at the same number that voice mails were left at
Additionally; DH fails to mention that while she paid for the time and talents of lead technician (in addition to the $fee) lead technicians were present at her rescheduled appointmentEach technician involved themselves in separate tasksIn essence DH was charged around 1/of our usual rates
No refund will be forthcoming at this time
Initial Consumer Rebuttal /* (3000, 7, 2015/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Many statements are not true in this responseThere were no phone calls on the day of the appointmentI was at home during this time and no one came to the doorThe second person on the call was in trainingIn fact he made a mistake which required an extended period of time
Final Business Response /* (4000, 9, 2015/04/30) */
I would encourage DH to point out exactly what statements "are not true" in our responseThe author of said response was the person who made phone calls to her and the person who stood at her door, at the scheduled time, with no response
While the second technician has only been with Xtra Hand for a short time, he is in no way "in training", having years of directly related experienceDH supplied all materialsIf Xtra Hand had been consulted on the purchase of materials, DH would have been advised of the overage and waste factor to use when calculating the proper quantities neededMistakes do happenDH was not charged for the time our Field Boss spent sourcing, additional materials, or the cost of those materials
Once again, DH had no obligation to hire Xtra Hand for this workDH agreed to the fee structure before the appointment was scheduled and again on site before work began when our Field Boss discussed how she would be charged
Initial Business Response /* (1000, 5, 2014/08/15) */
Xtra Hand was hired by Ms. * to patch multiple holes in her homes walls. Evidently her siding had been leaking and this lead to interior sheetrock damage. During my face to face conversation with Ms. [redacted] we discussed the time requirements...
at length. Ms. *. understood that my time estimate was approximately 3.5 days and that additional time may be necessary due to the uncertain nature of sheetrock mud, and texture; drying time varies, wall mud must be dry before additional steps can be started.
I am unaware of any job delays. Xtra Hand was on site and productive full days on Monday, Tuesday and *ednesday the week of July 28th. On Thursday of the same week our technicians, at the request of Ms. *., arrived at 7:00 AM and worked until 12:00PM . Ms. *. did not want work to be done on Friday of the same week so Xtra Hand completed the work, at Ms. *.'s request, on Saturday of that same week. Xtra Hand does not conduct business on Saturdays but gladly made an exception to ensure speedy completion and a satisfied customer. Our technician worked approximately 6 hours on Saturday, 4+- of those hours were spent painting interior surfaces that were outside the scope of our work. This was done at Ms. *.'s insistence, once again Xtra Hand complied in an attempt to satisfy the customer. All at no additional charge to Ms. *.
*hile working on the interior surfaces of Ms. *.'s home plastic secured with painters tape was used to protect flooring. Xtra Hand uses top quality materials including Scotchblue painters tape. This product is specifically formulated to guard against damaged to finished surfaces even if left in place for an extended period of time. During cleanup and removal of the floor protection some finish was removed from the flooring along with the tape. In our experience, and that of most professional flooring contractors, this occurs when clear cote is applied over stain that has not properly cured. If the stain is not completely cured the clear coat adheres to the stain as opposed to the flooring material. I explained this to Ms. *. and suggested she contact the company that refinished the floors for their input.
Our office boss is not rude nor insulting. *e were attempting to let Ms. *. know that she was not going to be charged more due to the additional time required to complete her job.
Xtra Hand does not charge it's customers a deposit of any kind, nor do we ask for progress payments. *hen the job is complete we ask to be paid; we find this helps us focus on quality work.
As of this date Xtra Hand has not received any payment from Ms. *. and her entire balance is outstanding; this includes money spent on materials used to complete Ms. *.'s project.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owner said I didn't want anybody to come work on Friday and that is not true. I called up the technician Friday as I thought he was working on my house but to my surprise I found out he had another assignment. Nobody worked on my house on Friday.
I paid 80% of invoice before deadline however, so far there's still nobody from Xtrahand is trying to reach out to me to schedule repair of damaged hardwood floor Xtrahands made during the project.
Final Consumer Response /* (4200, 11, 2014/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Xtrahand owner:
*hat tradition are you following not fixing the damage you caused during the project?
*hat made you think that you ask full payment without fixing the floor you damaged during the project when compliant is pending? Is it tradition that you compliant about the money through Revdex.com ?
Last day of xtrahand at my home was Aug 2, 2014 and it has been nearly 50 days and no word about fixing my floor xtrahand damaged. It is not acceptable the business you are conducting. You will have to fix my floor as soon as possible or I will escalate.
Final Business Response /* (4000, 14, 2014/10/15) */
*e are not responsible for finish issues with the customers flooring. The original flooring people should be contacted as they did not finish the floors properly. As stated in the past the flooring people did not let the materials cure properly which leads to adhesion issues. *e used proper care, proper materials and proper technique. The resulting damage is form improperly re-finished floors not the tape or the way it was removed.
As of this date Ms *. has not paid her bill in full. I will not negotiate from this position.