Re: Customer Feedback Request
Here is a summary of my recent experience with Jasper Contractors, Inc. I am providing a numbered list of the items, in order of their occurrence, that have led to my complete dissatisfaction of the experience that I have encountered.
Initially, my introduction to Jasper Contractors was due to a visit by representative Gayle Evans. The initial meeting seemed to be normal. During the meeting, Gayle had requested to be present during the visit by the insurance adjuster. Once I scheduled the appointment with the adjuster, I informed Gayle that the adjuster would be at my house on a weekday morning at around 8:00am.
1. The evening before the visit from the insurance adjuster, I received a call from the cell phone of Gayle Evans at approximately 10:15pm. I woke only to find that nobody was on the other end of the call and assumed that this was a mistake.
2. The morning of the insurance inspection, the adjuster arrived promptly at 8:00am. At 8:25am, Ms. Evans arrived at my house. As she walked up my driveway barefoot, with shoes in one hand and socks in the other, I have to say I was a little more than unimpressed with her arrival.
3. Once the inspection was complete, Gayle spoke with the adjuster completed his inspection, the three of us briefly spoke. When the adjuster was preparing to leave, he had mentioned he had another visit in the neighborhood. This prompted a quizzing by Gayle about his next inspection and then she proceeded to follow him down the driveway to his truck. As I stood in my driveway and watched this, she then got in her truck, without saying a word to me, and followed the adjuster to his next appointment.
4. As the insurance inspection determined a roof replacement was in order, I made an appointment with Gayle for the roof to be replaced. I made arrangements with Gayle to remain at home in the morning as someone was going to be at my house at 7:30am, the same time the roof contractors were to begin working on the roof, in order to hand over a check. At 8:00am, Gayle showed up and had no answer as to where the roofing crew was. She called them upon her arrival and they had said they would now be at my home at 10:00am. The roofing crew did not arrive until 11:45am. I am happy to say that the roof did get completed the same day.
5. Throughout this process, I have been very forward and available to keep Gayle and Jasper Contractors informed of my insurance claim process. One evening, after she had already been included in the details, Gayle arrived unexpectedly at my house at 6:30pm. As my family was in the middle of dinner at the time, I did not see the value of her visit as she had already been included in all of the details.
6. Approximately 3 - 4 business days after the visit from Ms. Evans, I received a phone call from Robert at the Jasper office. This phone call was another inquiry into what had already been explained to Gayle. Whereas Robert was pleasant enough to speak with, I didn't see the value in stopping in the middle of my work day to go over what was already known. I clearly explained to Robert the timeline of what my insurance company had advised me of and at that time I even offered for Robert to call my insurance representative directly for any further questions. Please note that during my phone call with Robert, I had informed him that I had just spoken to my insurance agent and he had given me a window of 10 days to expect the final insurance payment to be in my mailbox.
7. Approximately 7 days later, I received a phone call at 9:30pm on a weeknight. This call, like the last, woke me up and I was surprised to find that it was Gayle Evans phone number. I had not answered the phone fast enough and assumed she would have left a voice mail message. Within two minutes, my phone rang again. I did not answer the phone as this time I thought, out of respect, that it was best that I do not pick up the phone.
8. The following day, I placed a call to Robert at the Jasper office. As Robert had known that I was not overly impressed with the dealings that I had experienced with Ms. Evans, I thought it would be best to explain my thoughts to him. I had informed him of the phone calls the evening before. Additionally I had asked that I do not receive any future phone calls or visits from Ms. Evans and that if there were any additional questions or need for communication regarding my business with Jasper, that they come from either himself or someone else with Jasper. He said he understood what I was saying and my frustrations. He also explained that Gayle was probably trying to touch base with me on the status of payment of my account. I reminded him of what I told him less than 10 days earlier and that I was still waiting for my final payment and that I would contact him immediately upon its arrival. Robert then proceeded to tell me that there was email correspondence the day before with my insurance representative and they had gotten the same information from him that I had provided. This further negated any reason for the phone calls I received the evening before or the conversation that I was having with Robert at that very moment. He explained how their contractors are asking for their payment and how they want to put a lien on my home and that the insurance process is taking longer than it should. My replies to him were merely that I had done everything that I needed to do, in the fastest way possible and any other issues had to do with the waiting for information from my insurance company.
9. As I said I would do, I contacted Robert when I received the final payment from my insurance company. It arrived on a Friday however I did not arrive home until later that day so I called Robert at his office on Monday morning to inform him and ask him how he wanted me to make my payment. He stated that he, himself, would pick it up later in the evening. I informed him that I would be home by 6:00pm and he said that would be fine and that it would be closer to 7:00pm. At this time, because I have a family at home, I had asked him to call me to inform me as to when he was to arrive. I made sure I was at home and waited around that evening and I received no phone call or visit from Robert. In the following days, I had not heard anything further from Robert.
10. On Wednesday of the same week, I received a phone message from Alicia. In her message, Alicia detailed the steps of my insurance company and had stated that according to her notes, I should have had the checks from the insurance company. She had also asked as to when someone could pick up the balance of my account. I did call her back immediately. Alicia was unavailable so I left a message for her. A few hours later, I was able to reach her and asked her where her notes on my account had ended. Apparently she was not aware of any of the communication that I had with Robert and I filled her in on the rest of her notes as to my communications with him. It was at that time that I had informed her that I have mailed the check, for the entire balance, to the West Chester, OH office of Jasper Contractors.
I understand this email is quite lengthy. Please understand that this is not a list of complaints. These are all factual events that have taken place during this process. Jasper Contractors requested customer feedback and this is the most accurate feedback that I can provide. I like to think that I am a fair and honest businessman. I'd also like to go so far as to say that if one or two of these items took place, I would have probably ignored them. Unfortunately though, this was one thing after another, after another. I don't expect people to know when I am eating dinner with my family. I don't expect people to know what time I go to bed. I've not found it common to have unannounced business visits after 5:00 or 6:00pm. I've found it less common to receive business phone calls between 9:30pm and 10:15pm. I've found it even less common for company representatives to show up at my home 25 minutes late for an appointment, barefoot with shoes in one hand and socks in the other and then basically finish getting dressed and ready for work on my front porch.
There has been nothing smooth or professional about my experience with Jasper Contractors. For the most part, my experience has been somewhat difficult. It is my only hope that the actual quality of work is much higher quality than the service that I experienced. Time will be the only factor to determine the quality of work.
Regards,
Jason S. Habib
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