comments

We always present pricing upfront and in writing on an iPad invoicing application so our customers can make informed decisions. This electronic application requires a signature before work is started (the price is clearly stated where this signature is required) and at the completion of the job indicating that work was done is a satisfactorily manner. In additional to these two signatures, because this project was financed through Wells Fargo, a 3rd signature was required on a paper form and sent to Wells Fargo for their use (which also clearly states the amount being financed). To be clear, the Better Business Bureau (who rejected any allegation of wrongdoing) and Wells Fargo have found the claims of a forged signature on any documents to be blatantly false.

We try to be as transparent as possible so our customers can make informed decisions (including not proceeding with work if they choose), and there were multiple opportunities for this customer not to proceed or to select an alternative solution. Work was completed on 4/13/15 and the customer received the invoice immediately by email and did not express concern until over a week later, since that time multiple groups have found the claim of any forgery or issues with pricing for the work performed to be false.

While we have made repeated attempts to satisfy this customers concerns, her repeated demand of a refund of at least $800 (which would not even cover our costs) was not possible. While the customer rejected all compromises made, we refunded $250 as a goodwill gesture.

Done Plumbing commented on 10/01/2015