Response from Paramount Fencing Inc
50 “A’s” and 1 “F”: Fifty “A” rated reviews recognize our values and craftsmanship. Each express one, if not all, of the four key concepts that define our company’s character: 1. Educate the customer even if they go with another company. 2. Be honest even if it means losing the job. 3. Have integrity and acknowledge our mistakes. 4. Clarity: speak it, write it, live it. That is why this one “F” stings. Understand the sting. The member and Angieslist.com claims Paramount Fencing made promises, used excuse after excuse, and ignored the member. Those claims are inaccurate. No written or verbal quote was ever provided; no promises were made to the member by or on behalf of Paramount Fencing. So where does the truth lie? It lies out sided the parameters and normal business operations of Paramount Fencing, Inc. Yes, I, the owner of the company, visited the member’s property. Once there, the member was informed the costs exceed the value of the project. Being a previous satisfied customer who knew our pricing, she agreed. Yet she expressed her inability to afford the costs. In return, I explained why Paramount could not do the work. The estimate concluded, and that’s where Paramount’s involvement ended. ************************************************************************ Not a heartless human, I listened to the member explain her situation: advancing age, lack of monetary resources, and the recent loss of a love one. Due to compassion for her situation, I expressed a willingness to help but not through Paramount. It was merely a suggestion, but three clearly defined conditions were given: (1) it could take weeks to find some one to assist her, (2) I would explain the situation to my installers and see if one them would assist, and (3) whomever chose to do the work must work after normal business hours or on a Saturday. I gave her my personal cell number and left the premises. The next Monday she called my cell wondering why no one showed up the prior Saturday. I reminded her of the conditions; I presented multiple dates and times. Subsequently, the availability of the installer I found did not coincide with her appointments, church, and plans to leave town. She called the following Tuesday and said she was available the next day; however, the forecast predicted a 98% chance of rain and severe thunderstorms for the next two days. Her voice grew agitated. I would have done it myself, but my current situation prevented that from occurring. Because a defining boundary between personal and business was already established, I shared private information explaining why I could not personally facilitate her needs. Her agitation grew stronger. So there comes a place in time when enough is enough: that place where compassion is met by unreasonable expectations. As a result, we said our goodbyes’ and then the “F” Arrived. “An unbelievable story each time…,” was her words. Unbelievable or unreasonable is the question each member will now have to decide; however, that would be impossible without revealing the private information we shared. The “unbelievable” stories she is referring to are the recent birth of my son and a bludgeon and bruised foot. As I told our account representative, from Angielist.com, I do not wish to share specific details because to include them would only evoke sympathy or cause the reader to feel manipulated. Either way—someone loses. So what began as a simple act of humanity has turn in to a direct challenge of my integrity and a direct attack on my company. As a result, I have written the member a personal letter. I have enclosed the following items: a photo of my son in the Neonatal Intensive Care Unit at Florida Hospital South, the bill, a weather report, and the bill from Jewett Orthopedics Clinic. I’m hopeful she will get that honesty and integrity are important virtues I hold dear. Please understand I love the list. As both a member and the owner of a company listed within on Angieslist, I agree it’s important to leave information about companies. It is our responsibility to leave comments on companies that violate basic courtesies. It should never be used as a tool when a personal arrangement does not work. The same can be said when a personal arrangement works in a members favor. Neither situation deserves to be rated. There must be a clear delineation between business and personal. Otherwise, all we have accomplished is a place that harms instead of helps. ************************************************************************ Paramount Fencing appreciates Feedback and reviews. It’s through this process we have crafted such a successful company. We are well received within the Central Florida area because we take pride in being open, honest, and fair. As a result, in seven years no customer, who has an actual contract, has filed or posted a negative review with the Better Business Bureau, or any consumer driven website—especially not on Angieslist.com. In today’s market place, that is no small task: So Dear member’s there are now 50 “A’s” and Zero “F’s”.