America Superior Erectors, Inc.

Service Provider Response

I would like to preface all of the customer's thoughts by saying they are not telling the exact truth and have been over exaggerated. The customer hired our company to complete a task list because she claimed to be having health issues upon entering the house. So all work that was completed, the customer was not there to approve of the work being completed or many issues could have been resolved on the spot. Secondly, no items were broke under our watch. The customer gave out the keycode to several of her friends and to her realtor, so there were so many people shuffling in and out of the home that there are other explanations that could explain broken items. No items were completed that was not asked for and I have proof of correspondence for further explanation. And up until the last two weeks on the job the customer kept saying that everything looked great and she was extremely satisfied with the work completed. Another issue that the customer fails to mention is that we offered to come back at no cost to her and fix the damaged paint and drywall in the bathroom. I also have further evidence that proofs that holes in drywall were spackled and painted over, a few holes may have been missed in a two story home, but again, offered to come and fix that at no cost to home owner. She also fails to mention that we explained that we could not provide the color of the paint as the container had been thrown away that contained the paint code and her and her sister picked out the color and was there obligation to keep track of what color was used. The customer also fails to mention that the reason that work was not continued on this project was her refusal to pay. The last invoice that was submitted was not paid. She also fails to mention that each invoice listed what work had been completed for that invoice period. The customer also fails to mention that there were several attempts made to reach out and discuss this matter and she refused to meet and let things be explained. I have several messages in which the customer said on a weekly basis that she was happy with the work that had been performed but again said that she couldn't come into the house because it was making her sick supposedly. She also failed to answer her telephone or messages until days later and never responded to voice mails. It is hard to get things done when the customer will not explain to you the things to be completed or answer the phone in order to attempt to explain how to approach tasks. As for the mater and hall bathroom vinyl floors. Customer had ordered the material to complete the vinyl floors. We tried to explain to her that she needed to do the master bath first because it was the biggest room and took the most material to complete. She said that she just wanted to get things done on the list she had provided and that fixing the master bath floor was not necessary to go ahead and fix the hall bath. Exactly one month later the customer contacted us and told us that she wanted to go ahead and fix the master bath floor without purchasing any other materials. We tried to contact her and explain that first the vanity would have to be removed to install the new floor and she refused to have it done that way. Then we tried to explain that there was a gap in the material and that there was going to be a seam under the vanity. But again she didn't answer her phone. Furthermore, we purchased materials to complete the floor and failed to again receive repayment for materials purchased. This was another issue, she expected our company to purchase her materials because she claimed that she could not go into a home improvement store due to "health reasons". So she shorted us on material purchased as well. Why would you want to continue to work for someone who consistently would not pay? As for the stump again the customer is not being honest. We removed a stump and showed her where it had been removed and she approved of the work done. Overall, it is hard to work for a customer who says that they cannot be physically in the location being worked on due to supposed health reasons. On top of that when the phone is not answered and messages are not returned it is hard to know exactly what to do. Everything that was listed on the initial to do list was accomplished, however the customer would add things to the list as the job progressed. We did our best to accommodate the customer but when payments stopped then the question remains why continue to accommodate someone who fails to pay. And with this particular customer there are several other contractors have failed to receive payment in the end. As she said things were going fine and repeatedly kept saying things looked excellent and the next day she changed her mind. As for the payment of the checks comment the customer agreed to this form of payment as the contractor explained that since her bank was located out of region it was easier and faster method of payment. The contractor offered the customer to pay by credit card initially to solve this issue but did not take advantage of this form of payment. We feel that this customer owes us an apology for not telling the truth and failing to mention that she refused to make the last outstanding payment on her agreement. We did nothing but tried to help her through her time of "health issues". Work should have stopped the moment we found out that she had done this same thing to another contractor. We have several other customers who would disagree with the claims that have been made and would explain that our company never does things "sloppily" but rather have a high quality of work and when problems arise, we do our best to right the wrong. Again we feel this claims are false and the customer filed this report out of spite.