Hi Trishna,
We appreciate the feedback on the matter.
As the manager, I will be addressing the staff on why any of your project was started without the deposit. Our policies do not allow let us to move forward on a project without a deposit even with a signed contract. It's our number 1 rule. That said, we do invoice close to 1000 clients per year and I will admit we are not perfect all year but it was under our understanding you wanted the project completed and we did everything to do so.
On that note, there is vital information that I would like to address so that potential clients understand the full story.
You said "After Sep 22 2022 there was no communication from either side." - This is not accurate. We have emails from Sept 27, and Oct 3 updating you on the project and start dates. Unfortunately, your not responding to updates told us that we were still moving forward on the original signed contract. Most people appreciate the updates but do not respond because they are simply updates. Where this fell apart was NO responses from you telling us you were not moving forward. There was never a time when you told us the project was not moving forward. If a client signed our contract and informed us that they were moving forward with the fence but then didn’t respond to our updates, so we never showed up… I think we can agree that wouldn’t be a pleasant experience.
You said, "The crew called the office, and our manager did not know the crew was on-site" - This is also quite misleading. You had an email stating that our OM knew they were there but didn't know they were going to be early because they finished the last job early. It was always known your project was scheduled with the crew.
You said in quotes "I have canceled everything and wish you the best" – This is not quite how that email went, there is a lot of missing context. Over the course of a few emails, our OM said you can cancel and there was going to be a restocking fee. You mentioned we "threatened" you with a restocking fee. I wouldn't call this a threat, it’s what you signed off on the contract if you cancel on short notice. Secondly, you also signed off that unpaid bills will go to a 3rd party agency.
Contract deliverables you signed beside:
"A restocking fee will be applied to all cancellations once material has been ordered and this fee can vary between 10% and 50% of costs."
"We may contract your file to a professional collection agency for collection"
You mentioned harassment - I would say this is a very aggressive statement. We sent you respectful emails, updates, and notifications as per the contract you signed. I have no doubt if you were in our shoes, you would have handled this in the exact same manner. Everything we did was with respect in trying to complete your job and then when you officially canceled on the date of installation we followed our policies to recoup the costs incurred.
The situation is unfortunate. We believed you wanted a fence from us and that’s what our intentions were. You have since canceled, you have not been charged and all parties have moved on.
If you would like to further discuss this, feel free to reach out to us directly: 403.991.5995
We appreciate the feedback on the matter.
As the manager, I will be addressing the staff on why any of your project was started without the deposit. Our policies do not allow let us to move forward on a project without a deposit even with a signed contract. It's our number 1 rule. That said, we do invoice close to 1000 clients per year and I will admit we are not perfect all year but it was under our understanding you wanted the project completed and we did everything to do so.
On that note, there is vital information that I would like to address so that potential clients understand the full story.
You said "After Sep 22 2022 there was no communication from either side." - This is not accurate. We have emails from Sept 27, and Oct 3 updating you on the project and start dates. Unfortunately, your not responding to updates told us that we were still moving forward on the original signed contract. Most people appreciate the updates but do not respond because they are simply updates. Where this fell apart was NO responses from you telling us you were not moving forward. There was never a time when you told us the project was not moving forward. If a client signed our contract and informed us that they were moving forward with the fence but then didn’t respond to our updates, so we never showed up… I think we can agree that wouldn’t be a pleasant experience.
You said, "The crew called the office, and our manager did not know the crew was on-site" - This is also quite misleading. You had an email stating that our OM knew they were there but didn't know they were going to be early because they finished the last job early. It was always known your project was scheduled with the crew.
You said in quotes "I have canceled everything and wish you the best" – This is not quite how that email went, there is a lot of missing context. Over the course of a few emails, our OM said you can cancel and there was going to be a restocking fee. You mentioned we "threatened" you with a restocking fee. I wouldn't call this a threat, it’s what you signed off on the contract if you cancel on short notice. Secondly, you also signed off that unpaid bills will go to a 3rd party agency.
Contract deliverables you signed beside:
"A restocking fee will be applied to all cancellations once material has been ordered and this fee can vary between 10% and 50% of costs."
"We may contract your file to a professional collection agency for collection"
You mentioned harassment - I would say this is a very aggressive statement. We sent you respectful emails, updates, and notifications as per the contract you signed. I have no doubt if you were in our shoes, you would have handled this in the exact same manner. Everything we did was with respect in trying to complete your job and then when you officially canceled on the date of installation we followed our policies to recoup the costs incurred.
The situation is unfortunate. We believed you wanted a fence from us and that’s what our intentions were. You have since canceled, you have not been charged and all parties have moved on.
If you would like to further discuss this, feel free to reach out to us directly: 403.991.5995
