Response from Reliable Screens Inc
Our installer went out on Friday to repair their hip panel in their screen enclosure. Once the installer was on the roof he noticed the purlins (the aluminum between the panels) were skipped and advised the customer that one side of the old panel will be loose and there is no telling how long it would stay attached. The customer said no problem. When trying to collect the payment due of $65 and the customer told him “No, the office told him $45”. The installer attempted to show him the paper work, however the customer got upset, so the installer just accepted the $45. The customer called Saturday after business hours. We did not get his message till Monday morning and he called us before we had a chance to call him. We advised him that the installer was off on Mondays and we would contact him on Tuesday. On Tuesday we spoke with the installer and he told us what had happened on Friday. At that time we called the customer and left a message. Once he returned our call we explained that the panel we did was $65 not $45 and that the purlins were skipped. Unless you change out the whole row of panels there is a risk of the next panel coming loose. He said fine he would pay for the extra panel plus the $20 he shorted us. He told us he is trying to sell the house and he has a showing. The problem was we were completely booked and we were trying to fit him in the already packed week. We told him we couldn’t give him an exact day but we would keep him posted. He called us on Wednesday yelling and screaming, saying he couldn’t believe we hadn’t come back out. We advised him again the schedule was booked and we were trying to fit him in. On a side note the customer did not want us to send out the same installer. We are a small company and don’t have installers sitting around waiting for jobs. The customer is stilling yelling at us, telling us we need to refund his money so he can hire somebody else or we need to get somebody out there today. There is no money to refund because he still owes us $20 for the first panel. We were not at fault for the other panel coming loose. We advised the customer that it was possible.