Response from T & D Custom Fences
Hi Ms. [Member Name Removed], Thank you for your feedback. If it wasn't feedback such as this, we certainly would not be able to fine tune our scheduling and performance level. It is not common practice for Tim (the Owner) to be late for his estimate appointments; however, from time to time he does run behind due to another estimate taking longer than usual or issues on other job projects. We do apologize that he was running late on this particular day; however, he was coming from New Hanover County and his previous estimate was taking longer than expected. One of the things that sets T&D apart from other fence companies is the fact the Owner (Tim) completes all estimates, not to mention he doesn't rush a customer, only to try and get to another appointment. T&D Fences and Decks does pride themselves on being punctual and if Tim knows he'll be late to an appointment, he or the office will call the customer to make them aware and make sure it's not an inconvenience that he is running behind schedule. Again, our apologizes that Tim was tardy for the appointment. In reference to your estimate turnaround time; you requested 4 different project quotes (including wood fence and aluminum). Tim does try his best to get the estimate to you within 24 - 48hrs; however, he wasn't aware his aluminum Vendor was not available for a few days, creating a delay in the estimate being sent over to you, as well as our computer system was down on Wednesday. Your estimate was emailed to you on 9/21/17 at 2:04pm. You may want to check your "junk" or "spam" folder. If you still can't find it, we'd be more than happy to re-send it to show proof the estimate was sent. We apologize for the tardiness of your estimate; however, when we depend or our Vendors to reach back out to us with their pricing, we have no control when they are out of pocket and not reachable. The feedback you provided has been well received and we will certainly make a conscience effort to be more responsive and communicative in the future and we hate that this was at the expense of jeopardizing our rating on Angie's List. Again, my apologies and we hope to redeem ourselves in the future.