Here is the letter we sent to them.
We first realized this was going to be a bad experience when on the first day of the six day project, your installer did not show up. And to top it off, no one called to tell me what was going on. The next day, we again waited all day to have someone finally show up around 3:00 and put in only two hours of work. That was the day you first heard from me about my concern that our job was not going to be completed as scheduled. This was back in November.
To my knowledge, in all your visits to our house, not once did your people show up within the given timeframe. I have heard one story after another and multiple excuses. In addition, I have been in regular communication with you, Rudy, and Antoine to attempt to ensure the next trip would be the final one. But, your installers repeatedly show up late, sometimes with a sour attitude, and consistently, without the necessary products to complete the job. I even received a call from Antoine verifying what was required for completion. That was two months ago.
Another issue we have is with the poor workmanship. From the very beginning, we have been commenting on how our office countertop has gaps between the sections and that they are not level. Several half-hearted attempts have been made to correct these issues. During these attempts, several of the sections have been damaged. These were to have been replaced during your last final visit, but apparently, they were never delivered. There is other damage to the family room unit that was “temporarily” installed during the previous visit. There are parts of your job that look like I tried to install it myself.
Now I realize you had some challenges with your staff, and the warehouse situation caused more delays than originally anticipated, but from our prospective, we have given you all the opportunities possible to make up for all of these issues. But nothing changes. Here we are six months into the six day project and our tolerance has reached its peak.
Based on these reasons and the fact that we have repeatedly lost income due to the delays and lack of punctuality, we consider our agreement with Closet World completed. I have had discussions with you about discounting, but you put me off until “the job is completed”. We feel that, given multiple opportunities, your company is incapable of completion and, therefore, do not feel that you are owed final payment. Again, we would like you to consider our agreement completed.
Elma
Peoria, Arizona
U.S.A.
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