Hi Ioli,
We are so sorry for any inconvenience you’ve experienced. We really appreciate your patience while we’ve been further investigating your situation.
After investigating your file, we have determined (with much embarrassment and regret) that our planner did make a mistake in the measurement. While our planners work hard to provide the calibre of service that PEG has prided itself on for almost 30 years - in VERY RARE cases - mistakes occur. However, our philosophy is, and always has been, to correct our mistakes to the best of our abilities – in a fair and mutually respectful manner.
While we have fully refunded the cost of your measurement and planning fee, we truly wish you or your contractor had contacted us at the time of your installation, rather than contacting us after the fact. If we had been given the opportunity, we are confident we could have coordinated a swift and immediate resolution. That said, we care very much about your satisfaction. Although we have already refunded the cost of your measurement and planning fee, we want you to be happy and are willing to go the extra mile if you’d give us the opportunity.
We look forward to speaking with you soon.