Firstly, we would like to say how sorry we are for this misunderstanding and take full responsibility for it. Our apologies.
Charlotte, (our first year Bolton area manager), is an enthusiastic University student who grew up in Bolton and has booked and scheduled over 40,000 dollars in projects for this summer, made a mistake. We understand the she had told the client that the metal portion of her project was under warranty, However, it is not. Once this was made aware to Charlotte, she apologized to the client right away, letting her know that it is her first year and she made a mistake. At the time, the client seemed to understand.
In terms of the job being under warranty for five years, that is incorrect. We do not warranty anything for five years. On our flyers, marketing material and the front of our agreements it states that we give a three-year warranty, and any limitations are listed on the customers copy of the agreement. We are not sure how that was not clear to the client or how that got misunderstood. We still take full responsibility for the misunderstanding.
Our teams do work on weekends, if that’s what makes more sense for the client. When the job was booked, the client had asked the job to be done on a certain day. What Charlotte thought she had communicated to the client was, that the day the client wanted was a possibility that we could produce the job on that day. However, that day was not confirmed as a start time. It is standard for us not to confirm start dates weeks out as we work with a lot of exterior projects and as weather is spotty in the spring. It’s hard to guarantee the day we will be starting and certainly it is not standard in our industry to set specific start dates. Again, we are responsible for this misunderstanding.
When the client found that we had this misunderstanding, she told us that this situation, was not satisfactory and asked for her deposit back. As per company policy, Charlotte had told the client that the deposit was non-refundable. It was at this point that the client called the district manager. After the district manager spoke with the client he called Charlotte and spoke with her and it was decided in this situation we would make an exception and promptly returned the deposit to the customer. Charlotte then called the client back explained that she would get her deposit back in full within two weeks, and asked her if there was anything else that she could do for the client, and the client said no.
At this point the client called back the district manager as she felt that this call should have come from him. He thought he had communicated to the client that because the agreement was made with Charlotte and she had all the details it made sense for her to call and have the deposits returned handled. This seemed to be okay with the client at the time, and we felt as the situation was handled.
Once again, we are very sorry for the misunderstanding and feel we did our best to be responsive to the client in an unfortunate situation.