Sarah in Calgary

Hi Sarah, I'm sorry we weren't able to come to a resolution. Feel free to call us in the office if you’d like to resume discussion – we haven’t heard from you since before you filed the BBB complaint! Even though (as you can see on our A+ rated BBB profile) the BBB felt we made a good faith effort to resolve your problem and has subsequently closed the file, we do not like leaving unhappy customers. What you, again, neglect to mention was the fact that we had not been allowed back to the job site, after the job had begun. Your initial complaint was of the jobsite seeming to be left unfinished – the part that is left unmentioned is that it was, because you had cancelled partway through, it WAS an unfinished job site! Of course, we had an appointment the very next day already made so that we could finish the job (our technician stayed two hours past our business hours just to get as much as he could finished for you) and were cancelled before we could send our tech out, seemingly due to a case of buyer’s remorse guised as a workmanship complaint. We did, in fact, offer a courtesy refund of $200 (in addition to the $275 for the task that was cancelled and not started – that amount has already been refunded) due to your displeasure, since you declined to have us finish the work that was started. You immediately demanded that we double that sum of money and before we could even get you an answer, you lodged a Better Business Bureau complaint and ceased communication with us. We were more than happy to respond through whichever method you chose. The governing party (the BBB) that you chose to utilize has deemed that, although you did not agree to the resolution, we did make a good faith effort to come to a resolution. This was, of course, a compromise that you did not feel was suitable, because it did not meet the sum of money you chose to demand. This sum, of course, was simply doubled from the generous offer that we had proposed (again, simply a courtesy, since it wasn’t actually a workmanship complaint, due to the fact that to complain about the workmanship of a job, one typically allows the contractor to finish first.) You mention "poor communication", and yet, we had kept those lines of communication open, even when you refused to return our call, in fact here we are, responding to your review, on the same day as it was placed. We do wish we were given the chance to finish the tasks that were billed and started (and completed, save for some aesthetic final touches ), but we are always happy to comply with our customer’s wishes – even when they wish to cancel. Feel free to call into the office if you wish to discuss this further, we would be more than happy to field any other concerns, although we do consider this matter closed.