WALLCRAFTERS Interior & Exterior Finishes

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"We are a bit confused concerning the members review of our performance on her job, and it's comes nearly 5 months later. Let me begin by saying that the work was extremely challenging because of severe condition of the mold, mildew, and aged insulation inside of her kitchen walls yet we were able to isolate and remediate the hazardous materials and thoroughly correct the problem. And, even though our initially estimate for her scope of work was $2,650.00, we reduced the price down to $2,000.00 in order to accommodate her budget because she said that she was on a fixed income. At the offset we were concerned about her sudden mood swings, however, we adjusted and were pleasant and focused on the task at hand. There were a couple times when we waited for her to return home to open the door for us, and another time when we came 30 minutes late but we called in advance.. At the end of the project she said she was pleased with our work and thanked us. We told her that we appreciated her business and shook her hands upon leaving. All things considered, we think her review should have been more generous."

"It is unfortunate that we were unable to accommodate this member. Even though we get a little swamped with work requests during this time of year, we do our very best to schedule everyone in and try to be as punctual and responsive as possible. Our office staff made every effort to maintain contact with this member and keep them informed but we dropped the ball on this one. We apologize for whatever inconvenience this may have caused and sincerely wish them much success with the basement project."

"Customer satisfaction has always been and will continue to be our number one priority here at WALLCRAFTERS. It is very obvious that Member’s ‘C’ rating of our work contradicts his words above. He said our Work was Excellent ( ‘A’ ) and further states that Others have also complimented its Quality, yet he gives us a ‘C’ for Quality. He compliments our manners and professional courtesy yet he gives us a ‘C’ for professionalism. The Scope of Work was very labor intensive and we also purchased all materials and supplies. Each and every time Member requested Additional Work, he and I negotiated and agreed upon it upfront, yet he gives us a ‘C’ for Price. At the completion of our Work, Member and I sat together at his kitchen table where he happily gave me the final check and looked me in the eyes and expressed his complete satisfaction, gratitude, and appreciation for a job well done. One week later, I called Member on my cell phone from the home of a potential customer to see if he would offer comments concerning our Work. I gave the customer my phone and Member gave excellent comments and his recommendation. I would like to take this opportunity to list the Original Scope of Work and the Additional Work for your Review: 1) Tear-out and remove wood paneling on a 28’ foot wall and replace with new Drywall and Finish 2) Install new Drywall in entire Basement Ceiling 3) Frame metal studs around a steel I-beam spanning 32’ linear feet at Ceiling 4) Tape and float all Drywall and make ready to Paint Additional Work 1) Remove two (2) old doors and replace them with two (2) new doors 2) Remove and 30 mold infested 2x4 wood studs, and install 30 new 2x4 studs before hanging Drywall 3) Install 22 stair steps with 1”x 8” wooden boards and caulk 4) Frame 1’ wide x 8’ high metal stud wall around a pertruding water meter in Wall 5) Frame and install a new metal access door in wall for water meter 6) Frame metal studs around six (6) vertical I-Beams, eight (8) feet high and wrap with Drywall and Tape & Float 7) Frame 4’ x 8’ foot metal stud wall in front of plumbing pipes in Bathroom Wall 8) Remove and Replace old electrical receptacle 9) Remove and replace new receptacles in wall, on block wall, and install phone jack in ceiling soffit As you can see, our focus included a bit more than the two doors? Member offered an antique oak desk as a token of his appreciation and I accepted. Two weeks after the job completion, one of my workers and I went back to his home to pick it up and were pleasantly greeted at the garage door by Member. After we loaded the desk and were ready to leave, she smiled and delivered me a final envelope from her husband (the last of four sealed letters given to me via wife throughout the duration of the job). Jeff and I just knew it was a cash bonus and were smiling from ear to ear. I opened the envelope when we got back to the office and we were “TOTALLY SHOCKED” and completely Lost for Words… Member’s letter was actually an itemized list ( estimate ) along with an explanation of what he felt the job cost should have been, and requested a $400 refund. Wow, I’ve never experience this before! And, believe it or not, it’s taken me over three months to be able to sit down and respond to his Rating because, to be honest, I’m still in shock. My Team and I are disappointed because we put our hearts and souls in his project ( see Basement Photos at wallcrafters.com ) as we do with each and every project, trying our very best to earn each customer’s trust, appreciation, friendship plus an ‘A’ rating. We will not be open to work for this customer in the future."

"We always appreciate each customer's feedback and ratings of our on the job performance. We work very hard toward total customer satisfaction. In this case, we regret that the customer was less than fully satisfied. We enjoyed working with the owners. They were very fine gentlemen. Upon completion, they expressed their satifaction. Had we known that there was an issue with the cleanup, we would been more than happy to have done what ever it took to make them satified. We've learned from this experience. In the future, it will be our policy to not leave the project nor accept final payment until we know for sure that the owner(s) are completely satisfied with every aspect of or performance and we will also ask that they sign our completion form. Again, thanks for the feedback and know that, with your help, "We're Getting Even Better""