M D Joinery (Southport) Ltd

This is a copy of the final email we exchanged which I am putting as a reply to this clients feedback. We have had meetings about this and also exchanged emails and letters. You called up to let us know about the issue, I called out and looked at it and discussed it with you. I have spoken with the guys who were there. I have replied back to you explaining in great detail what Information I have, I have explained that I cannot understand how it could have been caused by the work we carried out. I have gone over and over it trying to figure out how we could have possibly caused the issue, I have explained it to you in detail. If you can explain to me how we could have done it I am willing to listen and I genuinely mean that as I have no idea what could have caused the issue. As I have said it makes no sense to me how this could have been caused by the work we carried out. If it had a mark on it or a cut from glass I could understand but for the life of me I cannot see how we could have caused this. I am giving you my honest feedback based on what I have been told/worked out and I am very sorry you feel how you do. I do not like having this type of situation, if we have done something wrong we sort it out. By all means leave a review but I would ask that you include all the facts that I have sent to you and also the feedback you have sent in previous correspondence informing us how pleased you were with the work etc. Thanks Mike

Thank you very much for taking the time to leave us a review as well as those kind words. Brilliant feedback. Thanks Mike

Thank you for your feedback. We are disappointed to receive this as we felt the matter was taken care of in a very prompt professional manner. We did not ignore your situation when you contacted our office. A member of staff was with you within a few hours, the same experienced person who did the work both for continuity and to understand if a mistake with the work had been made. You explained your issue to this member of staff, and also with a member of staff back at the office. A resolution was agreed and the work to install a support beam above the porch completed the same day. The contracted works we were requested to carry out were to replace the windows and door on the porch which we did on time, for the price quoted, within the time scale agreed, in a clean and tidy manor. The roof structure support, subsequently fitted, was not part of these contracted works. The support beam was installed and you verbally confirmed you were happy with the outcome, we have nothing in writing for this work as it was done as a gesture of goodwill to assist you with completing the separate roof works which were also ongoing at your property. We do all we can to protect our business reputation and act professionally and not do a 'bodged' repair.

Thank you for taking the time to leave your carefully worded review. As the Director of the company and your first point of contact throughout the job I feel that I should take the time to reply to and clarify some of your comments. We installed a set of porch doors which open into a tiled porch area. We had worked on getting the threshold height as low as possible to reduce any trip hazard. After the doors were installed you said that you were very pleased with the job. Later on that day you informed us you had placed your door mat onto the tiles and one door was catching against it on the bottom. We called round within 10-15 minutes of the call and looked at the door. We lifted the door up by roughly 4mm but it was still brushing your mat. The other door misses the mat by roughly 5mm and works perfectly. You were not happy with the door brushing over the mat after we had altered it and we started to discuss what options we could offer you. We offered to remove the frame fixings and lift the doors up 5mm which would have taken us 30 minutes maximum to do and would not have altered the finish of the job. We offered to purchase you a thinner door mat (not lesser quality just thinner) and a small discount of £90, again this was not suitable. We offered to remove our products from your home at an agreed time and date to allow you plenty of time to get another contractor set up ready to carry out the works. Eventually, we settled on a discount of £190.