This company quotes prices and then when you show up to have work done they change the quotes. Just want all to be aware.
George
San Jose, California U.S.A.
1 Updates & Rebuttals
Roth
Santa Clara, California, U.S.A.
Bait and switch tactics
#2REBUTTAL Owner of company
Sat, September 18, 2004
We only recently discovered "George's" posting on this website and want to respond. George is basically accusing us of using "bait and switch" tactics. Unfortunately, he does not identify himself so I can't address what actually happened when we spoke to him.
I can say that we bend over backwards to avoid unethical practices in general and bait and switch in particular.
Our estimating policies support this goal. We will not give exact quotes without seeing the job. That makes some people who phone us unhappy, but it cuts way down on price misunderstandings. When we quote a price we provide something to the customer in writing. If there is time and the customer seems interested in doing the job we will provide a formal quote on our work order form. At the very least we write the quote on one of our cards.
I admit that we have had people unhappy with us over estimates. For example, we've had people come back two years later and expect an estimate to still be good. (Our estimates are good for 90 days.) We've had people who said we quoted a price (always way too low) but provide no written proof. We've had people who change or add to the job but still expect the price to stay the same. We've had people who have confused us with a price they got at another upholstery shop. We've had people say that we quoted something over the phone when we didn't. We've had people who got a quote from a third party (who never talked to us) and expected us to honor it.
Because of the policies outlined above we have very few problems. Our documented customer satisfaction score is 97.4% (see www.diamondcertified.org). I'm not sure what happened with George, but it was a very isolated incident in our experience.
1 Updates & Rebuttals
Roth
Santa Clara,California,
U.S.A.
Bait and switch tactics
#2REBUTTAL Owner of company
Sat, September 18, 2004
We only recently discovered "George's" posting on this website and want to respond. George is basically accusing us of using "bait and switch" tactics. Unfortunately, he does not identify himself so I can't address what actually happened when we spoke to him.
I can say that we bend over backwards to avoid unethical practices in general and bait and switch in particular.
Our estimating policies support this goal. We will not give exact quotes without seeing the job. That makes some people who phone us unhappy, but it cuts way down on price misunderstandings. When we quote a price we provide something to the customer in writing. If there is time and the customer seems interested in doing the job we will provide a formal quote on our work order form. At the very least we write the quote on one of our cards.
I admit that we have had people unhappy with us over estimates. For example, we've had people come back two years later and expect an estimate to still be good. (Our estimates are good for 90 days.) We've had people who said we quoted a price (always way too low) but provide no written proof. We've had people who change or add to the job but still expect the price to stay the same. We've had people who have confused us with a price they got at another upholstery shop. We've had people say that we quoted something over the phone when we didn't. We've had people who got a quote from a third party (who never talked to us) and expected us to honor it.
Because of the policies outlined above we have very few problems. Our documented customer satisfaction score is 97.4% (see www.diamondcertified.org). I'm not sure what happened with George, but it was a very isolated incident in our experience.