ATELIER JOUVENCE CUSTOM STONEWORKS INC

"WE WERE SURPRISED TO READ THAT THE MEMBER HAD ONLY GIVEN US A "C" FOR PROFESSIONALISM AND "B" FOR PUNCTUALITY, IN SPITE OF HAVING SENT US A VERY COMPLIMENTARY LETTER FOLLOWING THE JOB'S COMPLETION. HE REFERS TO A LACK OF COMMUNICATION AND SOME CONFUSION REGARDING PRICING AND ACCURACY OF DETAILS. THE ONLY COMMUNICATION GAP THAT WE RECALL OCCURRED DUE TO OUR E-MAIL CORRESPONDENCE TEMPORARILY NOT REACHING HIM. AFTER NOT RECEIVING A REPLY FROM HIM, WE THEN WERE ABLE TO REACH HIM BY PHONE. COMMUNICATION TECHNICAL DIFFICULTIES NOTWITHSTANDING, WE MAKE A POINT OF REPLYING PROMPTLY TO ALL CLIENT CORRESPONDENCE, AND EMPHASIZE DETAILED COMMUNICATION THROUGHOUT THE ENTIRE PROJECT PROCESS. AS FOR OUR PRICING AND PUNCTUALITY, HE STATES IN HIS ANGIE'S LIST REPORT THAT HIS FINAL COST COMPARED TO OUR ORIGINAL ESTIMATE WAS "RIGHT ON", AND THAT "HE GOT MORE THAN HIS MONEY'S WORTH", SO WE ARE UNCLEAR WHAT HIS PROBLEM WAS WITH THIS MATTER. REGARDING OUR PUNCTUALITY, HE STATES CORRECTLY THAT WE DELIVERED BOTH PROJECTS AHEAD OF SCHEDULE. AGAIN, WE ARE UNCLEAR WHAT HIS ISSUE WAS WITH THIS MATTER. CONCERNING HIS COMMENT ON OUR ACCURACY OF DETAILS, CARVED STONEWORK IS A VERY COMPLICATED, PRECISE CRAFT. WE PROVIDE DETAILED SHOP DRAWINGS TO ALL OF OUR CLIENTS FOR THEIR THOROUGH REVIEW PRIOR TO BEGINNING PRODUCTION. WE INSIST ON THIS STEP TO ENSURE THAT WE HAVE NOT MISINTERPRETED ANY DESIGN DETAILS OR DIMENSIONS. THERE WERE A FEW DETAILS ON HIS DRAWINGS WHICH REQUIRED ADJUSTMENT. REVIEW AND REVISIONS OF SHOP DRAWINGS ARE STANDARD PRACTICE FOR ALL TOP-LEVEL CARVING COMPANIES. WE WOULD ALSO LIKE TO NOTE THAT THERE WERE NO MISTAKES MADE IN THE ACTUAL FINISHED CARVED STONEWORK WE PROVIDED. WE BELIEVE THAT TAKING THESE EXTRA STEPS TO ENSURE THE ACCURACY OF OUR CARVING WOULD POINT TO A HIGHER GRADE ON "PROFESSIONALISM" THAN THE "C" THAT WE RECEIVED. WE STRIVE TO PROVIDE A HIGH LEVEL OF ATTENTION TO ALL OF OUR CUSTOMERS AND TO EVERY JOB DETAIL. WE HAVE REGULARLY BEEN TOLD BY OUR CLIENTS THAT THEY WERE PLEASED WITH AND SURPRISED BY OUR LEVEL OF SERVICE. SINCE 2000, WE HAVE WORKED WITH MANY OF THE TOP INTERIOR DESIGNERS AND ARCHITECTS IN THE CHICAGOLAND AREA, CONSISTENTLY PROVIDING THIS LEVEL OF SERVICE. WE RESPOND PROMPTLY TO CUSTOMER QUESTIONS AND CONCERNS. IF A MISTAKE HAS BEEN MADE, (SOMETHING THAT CAN HAPPEN IN ANY TRADE OR CRAFT), WE WORK QUICKLY AND THOROUGHLY WITH THE CUSTOMER TO CORRECT IT. WE FEEL THAT THIS DEFINES "PROFESSIONALISM". WE PROVIDED THE SAME TOP-LEVEL SERVICE TO THIS MEMBER, AND ARE UNCLEAR HOW HE INTERPRETED THIS AS SOMEHOW UNPROFESSIONAL."