RESPONSE TO OWNER WRITTEN JULY 31st
Hi Valerie,
Thank you for reading and responding to my review. You are correct, it's been a while since Cheyenne was at my home, but I can only write reviews - good or bad - when I have the time to do so. Yes, I do remember Cheyenne had some concerns about my ideas for a deck expansion and that it was unlikely everything I wanted could be done. However, he offered to come back with an engineer to fully look at the structure and discuss potential options. The other clear understanding was that you or he would be in contact to provide an estimate for complete replacement and/or repainting of our baseboard trim. Neither a bid for the baseboard trim nor a second visit regarding the deck occurred. I will have to disagree with you that it is the customer's responsibility to chase down bids and estimates from businesses. I respect that Cheyenne is quite busy; that acknowledged, if he is unable to contact clients directly, then perhaps this is something that can be delegated to you since you seem to handle much of the scheduling and were originally pleasant to deal with.
Generally speaking, potential customers who read owner responses to these reviews can see through 'spin,' backpedaling, and a deflection of responsibility. In other words, it's always best to just acknowledge what could have been done better and move on. As someone who once ran his own business and is currently managing a medical office, I have quite a bit of experience in dealing with unhappy customers, so let me share a response that would have been more productive, professional, and accurate:
"Hi Chris, thank you for taking the time to review Blue Collar, LLC. I am sorry about your experience and if you and Cheyenne got off to a bad start. Cheyenne had concerns about your deck expansion and didn't think he would be able to do this for you. I do apologize, though, for any misunderstanding about returning with an engineer to discuss possible rebuild options. I also apologize if the estimate for your baseboard trim got overlooked. This time of year is incredibly busy for us and sometimes there is some lag time to when we can get to our estimates. Sorry if this caused any delays to your project."
Anyway, thank you for your time and attention to the review. There's not much more for me to add, so I will not be reviewing and responding after this message. read more