Response from Embark Project Services LLC
It is unfortunate that we never had the opportunity to perform any work for (Removed member name). We at Embark strive diligently to make every customer happy. We believe our success in that endeavor is evident in our reviews. There are rare times, however, when we fail to live up to expectations as was apparently the case with (Removed member name). Our tried and true methodology, the Embark Way we follow, is intended to ensure that, once we begin the painstaking process of assembling an estimate for our customers, we are estimating what the customer really wants. During our first design consultation we attempt to judiciously take notes about what our customer is looking to achieve. Among a long list of tasks we perform during our initial visit, we make sketches, check dimensions, review roof lines, setbacks, and check utility locations, etc. We take all this information back and draft a two dimensional drawing to make sure we have correctly captured what the client is after before expending the time and expense of a three dimensional drawing. The process was followed in this case and sent to (Removed member name). The response was clear that we did not hit the mark. We expect that there will be some, even several rounds of modifications. It is rare that we are, as it appears it was in this case, “not at all” what our potential customer expected. The case here was not that we didn’t have interest because every potential project and customer is important. In this case, however, based on the tenor and words of the response, we felt that the communication chasm was beyond our ability to span. We are disappointed and do apologize for the communication problems.