Heritage Industries Inc

"We are pleased that [member name removed] is happy with his railing and appreciate his comments regarding our craftsmanship and attention to detail. He is absolutely correct when he mentions that we were delayed in completing his project. Our production started getting backed up in July and continued through August. To avoid further delays, we hired two additional and very experienced fabricators, in August. They have been key in getting our production back on track. We tell all of our customers that we are on a 6 to 12 week lead time (from the signing of the contract to completion / installation). Lead time can be much less for a small job and very large jobs are appropriately scheduled with clients and contractors. We would like to thank [member name removed] for his patience as we were two weeks off of the twelve week mark. We also thank him for his business. His railing is beautiful, our fabricators enjoyed building the piece, and we hope to work with him in he future."

"We respect that our product was not in line with [Member name removed] budget. We have seen the finished railing that was installed on her property via the other companies facebook page. There is definitely a difference in material, build, fabrication and finish. We are happy that [Member name removed] and her husband are pleased with the result of their railing but stand behind the quality, craftsmanship and finish of our own product. As a company, we focus on quality and customer service and appreciate that [Member name removed] has noted our professionalism. We regret that we were unable to work with her on this project as we know she would have been extremely pleased with our finished product. If we would have fabricated and installed the same type of rail with a painted finish, our price would have been more in line with what [Member name removed] paid. We encourage clients to communicate any concerns regarding price as it relate to the scope of work that Heritage offers, versus the scope of work that other companies are offering. We are happy to review and compare the details so our potential clients can make an educated decision. We are also happy to value engineer in order to reduce costs if you feel more comfortable with our service, fabrication, finish and installation after speaking with our company and seeing our work."

"We were very sorry to hear that [member name removed] did not have a good experience with our company. After we made our initial site visit, we did provide her with a proposal and a drawing of what we had envisioned for her space. I called to let her know that I had emailed the quote and asked that she call or email back with any questions. I also mentioned that we placed a sketch on the proposal so she would have a basic understanding of what we were quoting but that the design would be detailed prior to building. Typically we place a photo or CAD rendering on the quote but since we had nothing similar in our library, I opted to include the sketch instead. I never heard back from [member name removed] until this report. I immediately called her to apologize for her experience. My intent in calling was to discuss the details of her quote and since the job was priced fairly, I wanted see if there was anything we could do to value engineer her project in order to get her what she wanted within her budget. I also believe that our quote included an additional railing going to the drive that perhaps [member name removed] was unaware was in the number and I wanted to back that out of the number first. [member name removed] did not have much time to speak with me and said that the project was not a priority at the time due to other concerns that were taking precedence. I let her know that I would like to meet with her personally when she was ready and told her that I would send updated CAD renderings with a new proposal so she would have it in her files when she was ready to make her decision. I do agree that [member name removed] waited too long for the initial site visit and if we do hear from [member name removed] in the future, we will put her on the schedule immediately."