This is the note I sent to the owners - "Your three installers completed their work this morning. Unfortunately, it was not without incident. They damaged one of the walls, which will need to be repaired. They used an acrylic latex sealer instead of silicone, which will need to be tended to. And there was debris left on the floor which was surprising given they brought a vacuum cleaner. They were in and out of my home in about an hour. Maybe they had a busy schedule today, but most of these issues could have been avoided if they just took a little more time and a little more care.
Although none of these issues are major, they all add up to a not so positive experience. As well, I will now have to carve out some time to tend to these repairs, which I never expected I would have to do. With this in mind, I would appreciate it if you would consider some compensation for this experience. Thank you."
The owner called back within a few hours. Much to my surprise, they didn’t call to express their appreciation for my feedback and offer some compensation. Instead, they immediately launched into an explanation justifying why the damage was done and defending their position. They did offer to come back and attend to one minor fix, but that repair would only have created more work for me in the end. After spending over $6,000 with this company in the last few months, this minimum level of customer satisfaction and/or customer appreciation was shocking to me.