Response from Outside In Construction
[Member Name Removed], I feel the impression your review gives is inaccurate, so I would like to both set the record straight, but also apologize for a couple valid concerns you did bring up. First, you are correct that there were issues with the kitchen designer. While the finished product worked out fine (You yourself wrote in an e-mail to me that you were “extremely happy with the outcome”), the process could have been notably smoother and we acknowledge that. Jesse, the owner of Outside In, has since had a meeting with her to discuss and resolve the cause of the difficulties that you were privy to. Though it doesn’t help you after the fact, things are being handled differently now by both us and the designer to prevent them from occurring again. I apologize that you experienced any issues at all, and I thank you for your part in bringing them to our attention so that we could fix them. Second, I want to address the financial aspect of your review. You are correct that I sent your final draw invoice without including the additional costs we incurred by the upgraded items you chose. As I have already communicated to you, I fully accept that was my responsibility, that it was an unfortunate oversight, and I apologized for it. I also expressed my appreciation for your bringing it to my attention. I could have handled what followed in a more appreciative manner, however, in relation to the discount. I feel your review gave the impression that we tried to be dishonest with you. That could not be further from the truth. It is important to note that the discount that was offered for the plumbing fixtures was based directly off of the order you were having us place. Because you reduced that order, the discount we were offered, and in turn offered to you, was reduced as well. That information was already in my figures before you noted that we had not billed you for your selection overage. When you sent me the breakdown of your calculations, I compared my numbers directly to yours, instead of revising my numbers as an act of appreciation. While my actions were not dishonest, I certainly could have shown more appreciation, and that is on me. Had you communicated your displeasure to me at any time I would have certainly handled it differently, though ultimately I should have regardless. So for that I do apologize. To help make up for that error, I am sending you a $200 cash card that you can do with as you please. This is what should have been done originally, so while late I hope it helps make up for my error. We greatly appreciated you as a client; you were fantastic to work for. I’m sorry that the last impression for you was not a good one. Thank you for your business, [Member Name Removed]. Jonathan Powell Outside In Construction