Response from Frisby Construction
Thank you for your review [member name removed], We appreciate sincere and honest feedback because it allows for transparency to potential customers and gives us details on where our company may be falling short or lacking in areas. It's only after obtaining reviews can a company isolate customer concerns and work together to become a stronger company. Although we received "moderate feedback", we are still a bit concerned about the final outcome of this project because we do not feel the review accurately portrays the relationship and rapport we felt we had with the customer. There were additional work crews out at this condo association so I hope this 'so-so' review was not posted based on the misunderstanding that our company was not completing the work to your fullest satisfaction. You see, if we are not obtaining Straight A's, we feel we have let our customers down. It is ALWAYS our goal to make sure our customers satisfaction is above and beyond ANY other factor, regardless of any variables at hand. Part of our company policy and procedure is to keep a project log for customers to access while their project is underway. Our office staff begins each customer log at the first point of contact with our company, and continues updating the log until the last day of contact with the customer. This information is shared with everyone within our company who is actively involved, all of the company owners, and of course, the homeowner or business owners. We would like to copy and paste a time line of events and correspondence with this customer to the Angie's List community, in order to shed light on the project as if you were revisiting the past. Here is our full, unaltered, correspondence with this customer: BEGINNING OF CUSTOMER CONTACT: 3-25-2014 3/25/14 Customer called to see if we could measure his skylight, he would like to order a new one. He wants stationary blinds (SS) 3/26/14 Dave Frisby Sr is on his way to measure the sklight, I called the customer to let him know, could not leave a message (full mailbox) (SS) 3/31/14 Dave Frisby Sr measured for the skylight, I put the photos in the file and I called the customer to go over what type of blinds he wants, Left a Message on Machine (SS) SKYLIGHT INFO: 22X47 Deck Mount with stationary blind 3/31/14 I called NC to get a ETA (approx 3 days). Tom called me back and I went over the info with him. I prepared an estimate and emailed it to him. OUR PRICE FOR FS C06 = $XXX FLASHING KIT C06 = $XXX LABOR = $XXX TOTAL PRICE TO HO = $2,032.83 TOTAL PR = $XXXX (SS) 4/22/14 Spoke with [removed customer name with differing last name than reviewer] and he would like to reschedule his skylight installation for next week for the fact that he won't be home today. I told him I would call him and let him know what day it will be next week. This really placed a burden on our scheduling, but I'll work out details. Tried to explain to homeowner he did not need to be home. He Insisted. Had to send crew home for the day and coordinate another material drop to protect against theft from job site while not on scene. (TM) 4/25/14 Called and left a message letting Tom know that they would be out there to install his skylights on Monday. Left a message for him to call with any questions. (TM) 4/28/14 Tom called after hours and reached the answering service, which was forwarded to all principal people on project. The call was regarding the skylight install scheduled for today, he is concerned because it is raining. I contacted Tom and spoke to Jim, he said they will be leaving May 2nd - 16th, so if we can do the install this Tuesday, Wednesday or Thursday. I told him we are watching the weather and will call him prior. He expressed how happy they were with the crew and how well they cleaned up and how honest they were by turning in money and cc that they found in the street! Forwarded message immediately to the Frisby's. (SS) 4/29/14 Confirmed with Freddy, the skylight was installed & finished today (SS) 4/30/14 Emailed the Final Invoice to Tom (SS) 4/30/14 Jim and Tom are completely satisfied and said that I can process the pymt. (SS) 5/1/14 Proccessed the echeck for the final amount, emailed them a receipt. (SS) 5/1/14 Job closed out after confirming customer satisfaction & inspection of completed work. Photos in file. 5/12/14 Updated the JPC and BS and emailed Mel a copy (SS) ------------------------------------END OF NOTES-------------------------------------- So folks, as you can see, receiving a test score as we did is the same feeling as studying very hard for a high school or college exam, feeling like you ACED it, and then your professor gives you a bad grade even though he seemed to enjoy your work. It is very very very discouraging as business owners who care DEEPLY about the work and products we are using on YOUR HOMES and YOUR BUSINESSES. It is something we do NOT take lightly, and the responsibility weighs heavily on our shoulders, especially when customers are upset, or even just 'so-so' with the end review. This is NOT what we want to see. Nevertheless, we will take the constructive criticism received from this review and work even harder next time to ensure there are no 'hidden frustrations' from you guys.... our future clients. We want NOTHING more than to make you happy. We know finding a trusted contractor is a scary thing to do, especially in today's economy. The last thing we want to do is to be grouped in with the overwhelming concerns the average consumer has with the private construction industry. Rest assured, even if not every review reflects this... we care about our reputation and what you think of us... and more importantly we care about your home and the hard earned money you spend to enhance it or service it. So it is humbling and disheartening to see anything less than excellence in the way of reviews after we complete a project. We close by saying this.... everything is a journey which continues to strengthen every passing hour and project. God Willing, we will continue to faithfully serve our Lord Christ, and the Cincinnati, Dayton, And NKY communities as long as we are still achieving good things in the eyes of the Lord Jesus, and our customers alike. Very Respectfully Submitted To the Angie's List Community, The Frisby Family Review Response.