Response from Jim Hicks Home Improvement
Despite being frustrated with a poor review such as this, I am very proud of the fact that the only poor reviews we have are from people that we never contracted to do any work for. All of our actual customers speak highly of us. This member, who lives over an hour away from our area, called us in back in December, two months after we had provided an estimate for a bathroom remodel. December was a challenging month for us with record sales and many health challenges for our staff. Sharon, our Operations Manager, whom the member specifically refers to in her complaint, traveled between our area and Atlanta, Georgia as her father was in and out of the hospital with ongoing cancer treatments. Sharon worked from his bedside with her laptop and cellphone ensuring all of our contracted clients were being taken care of. In researching this member's complaint I found a very well documented history of phone calls and emails between Sharon and this member, even when Sharon had to undergo surgery herself during the Holiday Season. It's unfortunate that this member was upset about our delay in delivering a sketch, but quite frankly I think that Sharon's commitment to 100% client satisfaction with our contracted clients, despite all she was going through, is highly commendable and reflects great credit upon herself and this organization.