No Job Too Small

"[member name removed], I did this work nearly two years ago. I remember this job because, briefly, lock-sets (circa 1949) required three holes in the face of a door (one for each screw and one for the mechanism). Newer sets require one larger one and they must be precisely drilled to achieve what is called backset. I needed to clamp a tool to your door, and align it, before enlarging the hole. This accounted for the extra time. Prior estimates were not a consideration,. Before posting hurtful comments I wish you had called, I did this work nearly two years ago. Warranty calls would have been an issue but, once more, I certainly wish I'd been given the opportunity to address your late concern. Thank you."

"We regret this customer's unhappiness. Some items have gone unmentioned: we state them below. The bedrooms were full of dressers and assembled queen size beds, making movement difficult. We contracted to paint the walls and ceilings, but the crowded rooms made erection of a second ladder and plank impossible. The presence of furniture concealed the wall switch. The fan was operable by a pull chain and despite operation of the chain, no voltage was present. The halls were too small for us to move the furniture any further. The owner has misidentified a three year long client of ours, to whom I contractually dedicate forty five minutes each Friday As stated by the client, I intended to go there: before I could explain that I would only be gone an hour, she requested that I stay at her residence. I complied with her request. Before we began painting, she pointed out that some paint stains were preexisting. My painter has served on other jobs: this is the first negative comment against either him or me in seven years of business. Although our customer did not discuss price in her post, I want to point out that our contract clearly called for a flat price for the painting and fan installation: this price was clearly defined as labor and travel, thereby excluding material which we were to obtain. We chose not to specify total material cost initially since the brand and line of paint were still indeterminable, except for the color. Despite the difficulties detailed above, we did not request extra pay. In fact, the customer offered a deposit for material. We accepted this check. Days after we left, and although she had orally approved of the work while we were there, she called and stated the intention to pay the contractual balance due. When we received her check, it was clear that she subtracted the deposit (for material) from the labor and travel fee. I wrote her and asked for a written summary of her complaint for our file. She told me that I was mean, and asked how much she much she owed for paint,. I told her $180 and stated that I was not asking for repayment of the material cost: she said that she would send the check anyway because she did not want me hiring a collection agency which I never would have done. As far as lateness (45 minutes) is concerned, I reported that one of the main traffic arteries to her residence, per our GPS unit, was shut and a detour was not readily available. Our customer is correct that I left for a scheduled meeting: in all, I was outside of her residence for one hour and forty minutes. She may be unaware that I had left to pick up medicine and food for the worker who had taken sick, returned with these items to her home, gone to my meeting while en route to my shop to bring back furniture dollies so that we could move a bed with a defective headboard of which our customer had never advised. On return to her home, my painter and I lifted the bed and placed the dollies but the movement was still inadvisable due to the headboard's instability: thus I finally disconnected the headboard: My painter and I carried it off to her designated storage area. Our customer is correct in that we underestimated the custom-mixed (non-returnable) paint by one third of a gallon. We obtained this additional paint between the end of one work day and the start of the next so that we did not inconvenience her further. We left the excess paint at her home for future use. We removed and reinstalled four sets of window blinds at no additional charge. Including set up, clean up and taping, we devoted seventeen man hours onsite to this painting project. Last of all, although understandable since this furniture was heavy and probably rarely moved by the family, the walls were dusty and we discovered that cleaning was required. My painter and I took care of this very quietly. We welcome any remaining questions in this matter. Thank you."