Alan
Highland Village,#2REBUTTAL Owner of company
Thu, October 22, 2009
Only after completing the resurfacing of several surfaces in this customers home, apparently they decided that they would rather replace many of these surfaces with new one. With nearly 20 yrs. in this business, it became obvious to us (after repeated visits to the customers home) that the reported "failures" were in fact the results of damage/abuse/misuse of several of the surfaces in question.
It is very unfortunate that this customer chose not to allow us to perform repairs under our stated warranty but rather chose to disregard the terms and conditions spelled out in our warranty and instead been insistent on a full refund from the very beginning which seemed rather suspicious. This customer should understand that a warranty is not the same as a satisfaction guarantee or your money back but rather a commitment by a business to the customer to provide material/labor support on services rendered for a specified period of time should problems arise.
This customer signed two separate invoices during the course of a week (completion of each part of the work) in which he had a chance to read our warranty, ask our tech or call our office with any concerns BEFORE signing anything. In later emails this customer then complains about length and details of the warranty yet (regardless of the length or specifics) refused to allow us to perform any work under the terms and conditions of our stated warranty (in which he was never charged for any non-warranty work).
This customer apparently did not read any of the information provided (warranty or surface usage) on the back of our invoice he signed (2 times) until he thought he had a problem.
We have attempted to fulfill any/all of our warranty obligations regarding this customers concerns. Although some problems have been questionable, we have never charged this customer for any repairs. We have attempted to satisfy this customer in any way possible short of honoring his request for a full refund (which we have a no-refund policy stated on the back of our invoices). This customer has decided early on he no longer wanted any further warranty work be done and I felt we had done everything possible to support the warranty we provided this customer and that he twice signed for. This customer should understand that a warranty is provided to offer support for products and workmanship over a specified period of time and (in our case) is totally separate from and does not include a refund.
This customer even filed a report with the local BBB in which, according to the BBB report, he could not provide sufficient evidence to support his claims either. The only one that got ripped off was my company....
Only after completing the resurfacing of several surfaces in this customers home, apparently they decided that they would rather replace many of these surfaces with new one. With nearly 20 yrs. in this business, it became obvious to us (after repeated visits to the customers home) that the reported "failures" were in fact the results of damage/abuse/misuse of several of the surfaces in question.
It is very unfortunate that this customer chose not to allow us to perform repairs under our stated warranty but rather chose to disregard the terms and conditions spelled out in our warranty and instead been insistent on a full refund from the very beginning which seemed rather suspicious. This customer should understand that a warranty is not the same as a satisfaction guarantee or your money back but rather a commitment by a business to the customer to provide material/labor support on services rendered for a specified period of time should problems arise.
This customer signed two separate invoices during the course of a week (completion of each part of the work) in which he had a chance to read our warranty, ask our tech or call our office with any concerns BEFORE signing anything. In later emails this customer then complains about length and details of the warranty yet (regardless of the length or specifics) refused to allow us to perform any work under the terms and conditions of our stated warranty (in which he was never charged for any non-warranty work).
This customer apparently did not read any of the information provided (warranty or surface usage) on the back of our invoice he signed (2 times) until he thought he had a problem.
We have attempted to fulfill any/all of our warranty obligations regarding this customers concerns. Although some problems have been questionable, we have never charged this customer for any repairs. We have attempted to satisfy this customer in any way possible short of honoring his request for a full refund (which we have a no-refund policy stated on the back of our invoices). This customer has decided early on he no longer wanted any further warranty work be done and I felt we had done everything possible to support the warranty we provided this customer and that he twice signed for. This customer should understand that a warranty is provided to offer support for products and workmanship over a specified period of time and (in our case) is totally separate from and does not include a refund.
This customer even filed a report with the local BBB in which, according to the BBB report, he could not provide sufficient evidence to support his claims either. The only one that got ripped off was my company....