547 Renovations

Réponse d'entreprise 19 mai 2015

The customer spoke to one of our admin staff via telephone and requested a quote for the following: Eaves-trough estimate on her house. Separate pricing for her neighbor's eaves-troughs. (Property is a SxS) Another separate quote for labor only for soffit and fascia work - as they indicated they had some materials. We were advised to leave the quote on her side when we came out. Our estimator went out within 2 business days, as we always promise with our roofing quotes. When he arrived at the home, it appeared that the job had been started by another contractor, so we did not leave the estimate on site. We contacted the homeowner and she advised us that she had been dealing with several contractors and the job was started but not completed and she begged us to help her out. She then asked us to JUST quote the eaves-troughs for her side and the one section of her neighbor's, but to separate the pricing. She now requested that the estimate be emailed to her. We assumed at this time she had another contractor to install the soffit and fascia, or they had decided to do it themselves. Our estimator went back to measure up the eaves-troughs. On April 21st we emailed the customer a quote. Her portion for the eaves-troughs was for $375 plus GST, and at the bottom of the quote, it specified: "For the neighbors portion of the back side of house = $150 plus GST" On April 29th, the customer called our office to book her job. I spoke to the admin who took her call as she contacted me immediately after hanging up with Mrs. Krahn. She called to advise me that the customer was confused about the pricing and became disgruntled during the conversation and started yelling at her. We had advised her that we do the bookings in writing/via email and that we take a deposit for the job. The customer kept advising us that she was unclear on the pricing, when it clearly states on the quotation that her side is $375 and her neighbor's side is $150. Immediately after the phone call ended, my office admin called me to advise me and we put notes on the file that any further dealings would need to be with a manager when it came to this customer. I honestly think that this customer has contacted so many different companies that she does not even know who she is calling at this point. We have 2 admin assistants who work full time in our office and we are open Mon-Fri from 8-4. We take in about 30 calls per day in our office, so if someone did reach the voicemail, we would call them back by the end of the business day. We also respond to all emails within 1 business day. Indicating that she could not get a hold of us is false, and also indicating that we only gave half the info requested is also false. I have the emailed estimate as proof that we did include the pricing for both her and her neighbor. In addition, we have no info for her neighbor and we did not leave a paper copy of the estimate on site at all. We only included the pricing in the estimate emailed to Mrs. Krahn. We do hundreds of jobs each year and we have had dealings with thousands of customers and our customer service is exceptional. We take pride in being very quick with responding to phone calls and emails and to say that someone could not get a hold of our company is absolutely not true. I have documentation of ALL phone calls and ALL emails, going back to their original request for a quote last year and I would be happy to provide any of this info as proof of exactly what happened with this potential customer.

Réponse d'entreprise 15 mai 2015

Good morning. We would like to apologize for the confusion that occurred with our company. We have done some investigating over the weekend and we spoke to our staff in our office to find out what happened. Last week, we hired another staff member to assist with answering the phones in our office as there were dozens upon dozens of calls every day due to the extensive wind damage that people had on their roofing systems. After receiving your initial message, she called you back, but there was a bad connection on the line and she advised us that she couldn't hear you very well. In her notes she indicated Lockport Road, which we can now see as Waldport Road. You are correct in saying that a quote is free, however, any wind repairs or service calls are charged as pre-paid service. She called **** (one of the other owners of the company) on his cellular phone to see if he was anywhere near Lockport Road doing a repair. He then advised her that he was on Waldport Road and that he had just given a business card to a neighbor on the same street, so he assumed it was the person who contacted us. He then took pictures of the house he thought may have been your home and knowing it was going to rain, he did repairs on the roof. He went back on the weekend after seeing this complaint in the inbox, indicating that he did make repairs to this house and he was shocked that there was a complaint made. He spoke to the homeowner where repairs were made and they advised him that they did not call in or make a complaint and that it must be a different neighbor. We can see now that it was a different neighbor, and the confusion came initially from the bad phone connection and hearing Lockport Road instead of Waldport Road. We deal with hundreds of customers each and every year and making sure each and every customer is happy and tended to is our priority. We are sincerely sorry that there was a confusion in trying to get us to look at your roof. Sincerely, Jennifer