GEICO

With regards to the complaint filed on 4/2/2015, I spoke to this customer as soon as I received word of the complaintWe mutually reviewed the circumstances which occurred on the day of his estimate, and to my knowledge, have already resolved this complaintI believe there was some confusion with regards to what was included in the original estimate which was pretty high, and as the process continued, I think things were eliminated from the job in an attempt to reduce the cost for the customerI believe, however, that our representative probably did not do a very good job of explaining to the customer how he was doing thisI believe, for example, that he reduced the amount of plumbing work in an attempt to reduce the costHe then gave a price without a storm door which I believe was included in the original estimate, eliminated the bank charge for financing if the customer wished to save some money by converting to a cash transaction, and I believe he also gave a price with and without a frameless shower door as wellI think there were a couple other items they discussed as wellSometimes throughout the course of discussing a job, things get confusing, and I think our representative failed to make sure the customer was on the same page as he wasAs I mentioned, I believe that the issue has been resolved, and I told the customer that if he would like to give us another shot at his job, I will handle the job myselfDavid Braymiller President

With regards to this customers' response, I believe that as I stated, there was some confusion as to what was included in the original pricing of the jobI also said that our representative probably did not do a very good job of explaining how he was trying to rework the job for the customerWe are human, and sometimes mistakes can occur with how jobs
are priced outIt is my understanding from my representative that he was trying to accommodate the customer by re-pricing the job in a few different ways to show the different avenues available to them.Having said that, in every job that we do, our Production Manager revisits every customers' home to fully measure out each job before we proceed with any orderIn this way, we eliminate a vast majority of errors that can occur between our representatives and our customersIf this customer would have agreed to the work in question, we would have revisited him in the same manner, and if an error occurred, we would've caught it at that time, and any extra charges would have been taken off the agreementWe have proceeded in this manner for almost years with very few problemsOur reputation is excellent and very important to usI am sorry if this customer feels that we are somehow trying to gouge himI talked to this customer, and again, felt that we had already resolved this situationI don't know what else I can sayAs I said, I feel that the issue has been resolved

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Initially the salesrep did not remove anything from the bid
He was able to reduce the bid from $12,to about $without changing
anythingKeep in mind that we are talking about a small shower stallHe at
that point started chipping away at the plumbing and was able to get it down a
few hundred and proceeded to downgrade the door before reaching a resting price
in the ball park of $Again, keep in mind we are talking about a shower
stallIf the buyer was unaware of what shower stalls costs, they may have
signed at the 12K priceThis is price gouging, unethical business behavior and
my complaint stands
Regards,
*** ***

With regards to the complaint filed on 4/2/2015, I spoke to this customer as soon as I received word of the complaint. We mutually reviewed the circumstances which occurred on the day of his estimate, and to my knowledge, have already resolved this complaint. I believe there was some confusion with...

regards to what was included in the original estimate which was pretty high, and as the process continued, I think things were eliminated from the job in an attempt to reduce the cost for the customer. I believe, however, that our representative probably did not do a very good job of explaining to the customer how he was doing this. I believe, for example, that he reduced the amount of plumbing work in an attempt to reduce the cost. He then gave a price without a storm door which I believe was included in the original estimate, eliminated the bank charge for financing if the customer wished to save some money by converting to a cash transaction, and I believe he also gave a price with and without a frameless shower door as well. I think there were a couple other items they discussed as well. Sometimes throughout the course of discussing a job, things get confusing, and I think our representative failed to make sure the customer was on the same page as he was. As I mentioned, I believe that the issue has been
resolved, and I told the customer that if he would like to give us another shot at his job, I will handle the job myself. David Braymiller President