American Honda Co Inc

May 5, 2017Dear *** ***,As a follow up to *** ***’s complaint, we installed one (1) 10* 2” x 12” insulated overhead door, the Weather Breaker #*** with pass through door, at the above locationThis is the best quality door on the market (R-value),After the installation the customer
complained about the top section of the pass through door not lining up perfectly with the other door sections, I reported her complaint to *** *** ***We had a meeting with *** ***, Customer Service Specialist from *** *** ***, *** ***, and myselfThis meeting took place on Friday, the 28th of April at am.*** *** acknowledged that the issue with the pass through door is a production problem for which he offered a reasonable solution(To have the section taken back to your *** *** facility in Bristol, make the repairs, and then return it to *** ***, where it will be reinstalled with the rest of the doorThis process was to take approximately three (3) hours.) All expenses relating to this matter would have been covered by *** *** ***.Unfortunately, the customer* *** ***, declined this solution,*** *** consulted with his boss, *** *** owner of *** *** ***.He authorized *** *** to only repair the door at *** *** ***'s expense.After one and a half hours, the meeting became an argument between *** *** and *** ***, *** *** was demanding and expecting a new door*** *** refused to replace the door and only to repair(I don’t make the policy, I only follow it.) *** *** left the job location after the customer declined the solution that was offered.When the door was removed on Monday, May 1st I informed *** *** that I had bad newsThe owner of *** *** *** still will not rcplace the door but will repair itAt that time *** *** demanded that the door be returned to provide security for her buildingI explained to her that she will suffer the consequences by declining the sollution that was offered to herPlease be advised that some people are easy to please, some people are hard to please, and some are "Impossible to please”Unfortunately we are dealing with this last category.*** ***s behavior was very unacceptable and unprofessionalShe was also disagreeable, obnoxious, and ignorantI guess this is her cultureShe did not even look into my eyes when she spoke to meShe is not an asset to our community.Please be advised that I’m not only refusing to refund her deposit, but my legal team and I are preparing a law suit to recover my losses, the full price of the door and the services that she was providedThis will allow me to pay my suppliers, installers, and recover my legal fees.The door was returned to the manufacture, all of the necessary changes were made including adding a window in the pass through door that the customer requested after it was installed, (this was not included in the original proposal) the only way the door will be re~ installed, is for *** *** to prepay the balance due to me.Respectfully,Moshe T** Owner Operator