Bathcrest of Seattle

I set up the appointment with Mr [redacted] in good faith fully intending to carry out the repair I had even rearranged other work to accommodate his demand for a certain day I did tell him we would give him one hour notice and would call on the way when we were leaving the prior jobsite He indicated at the time that he wanted that specific date because he had planned to be there doing other work either on the jobsite or in the area He wanted it to be an exact thing and I tried to give him that, but I also told him I could not be exact due to the distance we were traveling from I was going on the fact that he told me he had other work to do there and that we had agreed to the one hour call-ahead I am concerned that he eliminated this part of our agreement from scenario It appeared that his own circumstances may have altered and he did not have anything else to do at the jobsite or in the area as previously thought So in order to keep his own work going he left the jobsite to go do another job while he was waiting This was ok too The problem happened when we tried to come and he was hours out from getting back to the jobsite He said he had one hour left of work to do and it was going to take approximately hour to get back to Tacoma from Bonney Lake at that time of day We were navigating through an unexpected delay which we were unable to remedy so we were late and I always regret disappointing anyone, but there is only so much control I have over impossible things I felt like Mr [redacted] was a demanding man, and that's ok, I am pretty good at meeting demands, but he was starting to turn the events personal and wanted revenge I could not fix the problems that were occurring in this situation and I wish it could have been solved in a friendly way but I am now working with [redacted] to help set up a different service company to come out and serve Mr [redacted] so he can get his situation resolved more the way he needs things to be I hope that Mr [redacted] will let go of his anger He said that he knew himself that events on jobsites could throw off schedules when working in homes This is all that it was I tried this way and that to fix this and make it work I had already released our tech to go home for the day when I got the text back that Mr [redacted] 's circumstances had now changed and that he was going to be on the way in minutes Another impossible situation for me to fix I have been devoted to good customer service for years and I am pretty decent at navigating things around to success, but this situation proved unalterable even for me I will do the best I can from a distance now to work in the background to see to it that someone else takes good care of Mr [redacted] but I would rather not work with him again in the future

Complaint: ***I am rejecting this response because there's just so many discrepancies with "He said/She said". I received confirmation from Bathcrest the appointment was on a certain date at a certain time and they didn't show or inform me of their situation. I had to share the news with my customer the job wasn't finished as I told them it would be. I shared the text messages with my customer and they fully understood and felt I did everything I could to get the tubs repaired. To say I made threats is absolutely ridiculousI admit I was frustrated and I'm sure my tone wasn't as soft as it could've been but everything was kept at a professional level. I could twist words around too but feel I'm just wasting my time if I continue this further......they don't care about customer service. As it turns out, I'm taking the lead on thisI have been given authorization by the manufacturer to hire a repair specialist I'm confident will get the job done and then I will get reimbursed for payment I also feel the comments toward me as a contractor to be very inappropriate. If I served Bathcrest as your Contractor, they would see what Customer Service is all about. I came to them as a customer and nothing more. I haven't heard from anyone that was a result of Bathcrest trying to help me get the tubs repaired, as they said they wouldI took matters into my own hands....that's how it's getting done.Sincerely,*** ***

I set up the appointment with Mr [redacted] in good faith fully intending to carry out the repair.  I had even rearranged other work to accommodate his demand for a certain day.  I did tell him we would give him one hour notice and would call on the way when we were leaving the prior...

jobsite.  He indicated at the time that he wanted that specific date because he had planned to be there doing other work either on the jobsite or in the area.  He wanted it to be an exact thing and I tried to give him that, but I also told him I could not be exact due to the distance we were traveling from.  I was going on the fact that he told me he had other work to do there and that we had agreed to the one hour call-ahead.  I am concerned that he eliminated this part of our agreement from scenario.   It appeared that his own circumstances may have altered and he did not have anything else to do at the jobsite or in the area as previously thought.  So in order to keep his own work going he left the jobsite to go do another job while he was waiting.  This was ok too.  The problem happened when we tried to come and he was 2 hours out from getting back to the jobsite.  He said he had one hour left of work to do and it was going to take approximately 1 hour to get back to Tacoma from Bonney Lake at that time of day.  We were navigating through an unexpected delay which we were unable to remedy so we were late and I always regret disappointing anyone, but there is only so much control I have over impossible things.  I felt like Mr. [redacted] was a demanding man, and that's ok, I am pretty good at meeting demands, but he was starting to turn the events personal and wanted revenge.  I could not fix the problems that were occurring in this situation and I wish it could have been solved in a friendly way but I am now working with [redacted] to help set up a different service company to come out and serve Mr. [redacted] so he can get his situation resolved more the way he needs things to be.  I hope that Mr. [redacted] will let go of his anger.  He said that he knew himself that events on jobsites could throw off schedules when working in homes.  This is all that it was.  I tried this way and that to fix this and make it work.  I had already released our tech to go home for the day when I got the text back that Mr. [redacted]'s circumstances had now changed and that he was going to be on the way in 15 minutes.  Another impossible situation for me to fix.  I have been devoted to good customer service for 20 years and I am pretty decent at navigating things around to success, but this situation proved unalterable even for me.  I will do the best I can from a distance now to work in the background to see to it that someone else takes good care of Mr. [redacted] but I would rather not work with him again in the future.