NW Response to ""MorrisinSeattle"" on 7/24/11
Note: Our response will not post unless we give it star rating. We would rather have the ability to respond under the review.
Customer Service and our Reputation are very important to us. We make every attempt to create a customer for life. Every year we install thousands of projects and though it is our goal to please every one of our customers, some are impossible to please. For the past 20 years we have collected hundreds of hand written glowing reviews from our customers that anyone is free to view at our office. Now in the internet age where anything can be posted, we have decided potential customers might be interested in how we respond to unhappy customers.
Ms. Walls has posted this review to every review site on the web. She joined Angie's List to post also. Please read our side of the story. Her postings are a promised attempt to extort us that she is living up to.
The crux of her issue is that she insisted we do work we did not contract for and did not charge for.
1. She wanted us to put up a galvanized rail that was both not to code and was custom welded on the job site. First, we cannot install a non-code complicate railing or we are liable for it. Second, we are not welders and could not have done the work had the rail been up to code. That is why it was excluded from our work. That was unacceptable to her.
2. We were to move an existing patio cover to a new location when we built the sunroom. When we began to dissemble the cover we informed the Wall?s it was rusted through where the fasteners had been and could not be reused. Again unacceptable to her.
3. Per the contract, we were to leave the back wall of the house sided. She decided she would prefer drywall. We wrote a change order and charged $300 to strip the wall, hang drywall and apply a first coat of plaster. We put this in writing so there is no need to ?remember what someone told me?. We gave her a great value for the work performed. Please do look at the drywall pics she posted. We performed exactly as specified.
4. We did not delay the project. It took a little longer because of existing site conditions. They framed the existing deck with 3x6?s. Totally uncommon. We had to go round and round with the permitting office because of the non-standard materials used to build the existing deck. Also, when we could not reuse the rusted cover, we ordered another roof panel for them and had to wait for that to arrive.
The Wall?s have a beautiful new sunroom at a great price. She is just a person who insists it be her way or there will be a price to pay. Fortunately, of the over 1,500 jobs we do a year the vast majority of people are reasonable and pleasant to work with. However, some people love to be difficult. Please know we value your business and make all reasonable efforts to make you a happy customer and have hundreds and hundreds of glowing reviews to prove it.
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