HOUSE DOCTORS

"This particular customer is not in our database. He must have us confused with another company. We do have a member at a different address, though. We installed a carriage light and new gutters on a room addition for that member, but no siding work."

"This customer is incorrect in her report. We weren't even open for business in 2000. We purchased our House Doctors franchise in October of 2000 and didn't "open" for business until January of 2001. We didn't start installing gutters until 2003. This customer is simply confused as to who installed her gutters. Her complaint that the gutters weren't pitched correctly cannot be attributed to House Doctors because we didn't install her gutters. Our records show that we did clean her existing gutters in 2004 (SIX years ago) and we installed low grade, inexpensive (at her request) gutter covers. We never received any further calls from this customer until April of 2010, (again, SIX years later). She called and asked if we could come look at her gutters because birds had made nests inside the gutters and they had gotten plugged up over the years. Our estimator went to her home, evaluated the situation, and presented her with an estimate to remove the covers, cleanout all the bird nests and other debris, then reinstall the covers. We also gave her an estimate to install a higher quality gutter cover that comes with a lifetime warranty (the covers she purchased back in 2004 only had a 3 year warranty on them). This customer threw the estimate back at my estimator, told him she would never use House Doctors again, and then slammed the door in his face. We tried to address this customer’s concerns and provide her with a solution to her problem. Unfortunately, she expected us to do the work for free, even though the warranty had expired 3 years ago."

"THIS IS SIMPLY NOT THE WAY IT HAPPENED. THE MEMBER CONTACTED US FOR AN ESTIMATE AND I STOPPED BY HIS HOME, SPOKE WITH HIM ABOUT THE PROBLEM, WENT BACK TO MY TRUCK, PRINTED AN ESTIMATE FOR HIM OFF MY LAPTOP COMPUTER, THEN WENT BACK TO THE FRONT DOOR AND EXPLAINED WHAT WE WERE GOING TO DO AND EXACTLY HOW MUCH WE WOULD CHARGE. THE MEMBER PERSONALLY SIGNED OUR CONTRACT ON THE SPOT THAT VERY SAME DAY FOR $186.00, WHICH IDENTIFIED THE JOB AS FOLLOWS: JOB 1: REPLACE DOWNSPOUT AT SE CORNER OF BUILDING, 2ND STORY WITH A NEW 2" X 3" WHITE DOWNSPOUT. BEFORE WE COULD EVEN GET THE JOB ON OUR SCHEDULE, HE CALLED US BACK AND TOLD US THAT HE WOULD ALSO LIKE TO HAVE AN ADDITIONAL DOWNSPOUT INSTALLED ON THE 2ND STORY OF HIS GUTTER BECAUSE HE HAD DISCOVERED AN ADDITIONAL PROBLEM. SINCE I HAD ALREADY BEEN TO HIS HOME ON 07/29/2008 AND WAS AWARE OF HIS PARTICULAR HOME AND GUTTER INSTALLATION, I TOLD HIM THAT I WOULD MAIL HIM AN UPDATED CONTRACTED WITH THE ADDITIONAL JOB ON IT. I THEN MAILED (THAT SAME DAY) A NEW CONTRACT AND ADDED THE ADDITIONAL JOB BELOW AS FOLLOWS (FOR A NEW TOTAL OF $333.00 FOR BOTH JOBS): JOB 2: PUNCH IN AN ADDITIONAL DOWNSPOUT ON 2ND STORY GUTTER AND RUN DOWNSPOUT DOWN TO GROUND. - $147.00. HAD THE MEMBER SIMPLY CALLED US WITH QUESTIONS ABOUT THE NEW CONTRACT ONCE HE RECEIVED IT, WE COULD HAVE CERTAINLY EXPLAINED ANYTHING TO HIM OR ANSWERED ANY QUESTIONS HE MAY HAVE HAD. HE NEVER EVEN RESPONDED TO OUR NEW CONTRACT. OUR COMPANY PHILOSOPHY IS SUCH THAT WE DO NOT HOUND CUSTOMERS ABOUT ESTIMATES. IF THEY WANT US TO DO THEIR JOBS, THEY WILL CALL US. IF THEY DON'T, THEY WON'T."