Sent to POM via email yesterday after a relationship and project development process (full-home Kitec plumbing replacement + shower stall/fixtures upgrade) that began in May. And of course, it has also been ignored by the company. Buyer beware... (Note: Actual people names removed for protection from doxxing. This is about the company, NOT a personal attack:
To Whom It May Concern:
Per my last text message to your representative, Mr. *** last Friday afternoon, please accept this as our further written notice of cancellation regarding the Kitec replacement that was to be executed by your team in our home beginning next Monday, September 19.
Since the beginning of our relationship with your firm (primarily via Mr. ***) numerous texts and emails from us to him have gone ignored until numerous (highly patient, OVERpolite!) attempts were made by us to secure replies, most of which came. Eventually. When confronted with the fact that we were frustrated with those circumstances early this summer, Mr. *** simply explained... he was too busy! (My husband and I have been serving our own clients for over 40 years and cannot imagine any circumstance where we would say that to even our worst customers and we have been anything but throughout this frustrating situation.) But still, we agreed to proceed with our project this September as planned, with the belief that communications would be smoother (normal) going forward.
However, the last straw came when an early August request I sent to Mr. *** inquiring about the possibility of increasing the scope of our project (and therefore the money we would be spending with your firm) again went repeatedly unresponded-to, despite repeated gentle reminders (via email and text msgs) that we were still waiting to hear back. When I finally called your main company number to find out why this was happening (again!) I was informed Mr. *** was on vacation (complete news to me). I even texted Mr. *** apologizing for MY frustration in the absence of information that he was away, and telling him I was eager for the new quote once he'd settled back in post-holiday. Of course, again I was completely ignored.
I am happy to provide on request copies of all texts/emails in order to demonstrate I have been more than polite and patient throughout all of this. What I/we will not do however, is entrust our hard-earned money (and our home) to any product/service supplier that has such clear disregard not only for professionalism, but basic common courtesy. We are saddened (and confused) by this outcome, but maybe the more we share this story with others (and believe me we will, in person and online) and your competition, as we look for a new supplier more interested in our business...and our money! they can give us some insights into why these choices were made by your firm with work worth thousands on offer.