November 2, 2005
[ Owner of Siding Company],
Please find the enclosed payment for the siding job completed on our home this fall. I wanted to take one last opportunity to express the displeasure my husband and I have found in our dealings with your company. We had calls that were not returned, evidence of non-communication throughout your organization and mistakes that caused delays beyond our control.
These delays caused us to go past the cut-off date on the pre-approval of the financing forcing us to call the financing company for approval for the third time since beginning our associations with [Siding Company]. In the time between our second approval and our third, the interest rate rose from 14% to 18%, which means we are now paying even more money for the same job. A job we were told would be done in early August and would only take three or four days to complete. It was not until the last week of October that we considered this job complete to our satisfaction. This should be considered utterly unacceptable by you and by your industry standards.
I thank you [Owner] for taking the time to discuss our grievances and attempt to come to a mutual resolution. However, I must say that even after those conversations we failed to find an improvement in the way [Siding Company] does business. It was pretty much more of the same.
The house looks great. Please do not think that we are unhappy with the craftsmanship. Our issues are strictly with the lack of communication and organization in the office and especially between our sales representative, [Sales Schmuck] with the workers on site and ourselves. It would be my recommendation that in lieu of a commission, [Sales Schmuck]attends a time management/customer service seminar. If he was truly overloaded this summer as you mentioned, then his supervisor, (you?) should have stepped in for the sake of the customers involved.
We shall specifically avoid using your company for our future home improvement needs and will be telling our friends and family to do the same. It is unfortunate in this day of technology and super-communication (email, cell phones, voice mail, etc.) that one cannot rely on good customer service when spending large dollar amounts such as this.
It is also duly noted that while there seemed to be no rush in completing the work on our home, when it came time to collect the bill, we received many more phone calls and requests for us to communicate with you. Makes one think about priorities, doesnt it?
Thank you for your time.