Response from Screens N Things
I did this job for this customer 2 1/2 years ago. I contacted the customer via email as to why my overall grade was a "C" when I received 3 "A"'s, 1 "B", and 1 "C". She advised me via her response that she meant to put a "B" and would like to change the grade. I copied my account rep at the time Lori to see if she could assist the customer in changing the grade but I never received a response back and the grade still has not been changed. Above all else, I asked the customer what she was dissatisfied. She stated that when I left the screens were looser than she would have liked. I asked her why she did not call me back to fix them since she had a 1 year warranty. Her response is that she is not one to complain and if she doesn't like the contractors work she won't use them again. I offered to come out and rescreen her two screens at no charge to earn her trust back but she stated that she did not feel it would be fair for me to come back out outside of the warranty coverage. Personally, I don't think that it is fair that she did not contact me immediately to come back out and fix her screens under her 1 year warranty and then wait until 2 1/2 years later to post a response, give me an inaccurate overall grade per her, and then make no effort on her side to get the grade changed. I pride myself in the quality of my work but I can't say that I never made a mistake. Had this customer discussed with me at any time that she felt the screens were too loose, the situation could have been rectified immediately.