Stair Solution

Review Part 2
To: Mike Keenan
Subject: Re: Baluster Delay
Mike,
I am extremely upset with your comments on the phone. I am not accustomed to having an owner of a company believe it acceptable to raise his voice at me or blame me for his errors. Yes I do have the voicemail from Kathy saying you would be here on Thursday and up to half of the balusters would be installed on Friday.
Telling me you are not a company, just 4 people is not an excuse. I hired a company, your company to do a job and you did not live up to your part of the agreement. I did not hire a guy named Mike. I made a purchase from Stair Solutions. As far as I knew you were just a salesman within the company. I have very little faith or confidence that if there is an issue in the future I could count on you to take care of It. This is not very comforting.
The stairs were to be installed in one day, Thursday. Problems with your suppliers or shipping is not my concern. As the customer I don’t need to know issues with your business or profits. Trying to tell me you are basically selling me items at cost is an insult to my intelligence. Everyone makes a profit on what they sell or you wouldn’t, couldn’t stay in business.
The fact remains:
1. You did not install the stairs as agreed upon.
2. Your installation crew did not wrap the open staircase leaving my husband and I to do this work to ensure the safety of our family and pets.
3. I took an additional day off from work to be here for the second phase of the install and no one called to tell me you would not be here on Friday. Yes, I have the voicemail from Kathy telling me the installers would be here Thursday and would install up to half on the balusters on Friday. Since you said you wanted to hear that voicemail, I can only assume you were insinuating I was lying about the phone call.
Now you are telling me that the project will not be complete until Monday and that is only IF the materials are delivered.
Then you will personally come out to complete the install at our convenience. My convenience was Thursday when everything was supposed to be installed. It was your responsibility to make sure you had or could get the materials needed for a job before scheduling. Not only did you schedule without the materials, your company did not communicate the delays to me.
I would suggest that you do not owe the installers for the part of their job they did not complete. Since they only installed half of the balusters you would and should deduct a portion of their pay. They did not secure the area for the safety of my family which you confirmed was part of their job. Therefore I do see room for compensation.
A day off from work cost me 288.00. My time is just as valuable as yours and your installers.
I will talk this over with Eric and wait for your reply so we can decide how we want to handle this from this point forward.
On Oct 5, 2012, at 3:35 PM, «Mike Keenan»
wrote:
Hi Lynne,
First, please call me to plan a time I can wrap the openings in your staircase.
The Crew should have called for the plastic wrap to install.
Leno install the 2^nd Floor balusters (except 1) to close gaps.
Typically the staircase does not create issues, but I want to wrap it right away.
The Crew said the iron was in transit and they didn’t know a time to schedule with you until the truck arrived.
The Handrail system is installed to IRC Code. I discussed the handrail height specifically with Eric during my site visit.
Disregarding the Customer is not in my DNA.
I promise to call the moment the iron arrives on Monday to install the remaining pieces.
Again, I will install the iron ANY time that is convenient so time no further work is missed.
Thanks, Mike
Mike likes to post answers. Explain this one away like I am the liar, you SOS.