Sorry going to go anon in case I do need to seek legal / media on this issue.

Please help me with the following letter I have written, is it too much or not enough?

We have been in our house not quite 4 years.

_________________


To Whom It May Concern:

We have been extremely patient waiting for an answer in regards to an email that had been sent in July, it is now October and we have not heard anything! This is not acceptable customer service, especially coming from a company with such high caliber. I would have at least expected an acknowledgement that my email was received and someone would be contacting me, but I received nothing like that. It is unfortunate that you cannot even offer this to someone, this is very bad P.R. for your company.

I would appreciate some form of contact in regards to this letter so that these issues may be taken care of . If I do not hear anything then I will have to seek legal advice or maybe speak to the media on how poorly you treat your Buyers. Just remember, word of mouth travels very far.

As a “professional” company you should be following up with your Buyers and making sure everything has been taken care of, we shouldn’t have to be the ones to keep coming back to you. If things had been done or done correctly in the first place we wouldn’t be in this situation.

We would like to follow up in regards to some items that are still outstanding from our 1 year inspection or had been addressed previously but the original issues have not been resolved or have resurfaced. We would like to have these addressed as soon as possible.

* List of items goes here -- the list isn't that long but there are some serious issues with our flooring.

Sincerely,

****

By Happynerdmom on Monday, October 2, 2006 - 03:40 pm:

Since they did not acknowledge your email, maybe they didn't get it? Even if they did, they could certainly say they didn't. I would have sent your original complaint by mail, possibly even certified mail.

By Ginny~moderator on Monday, October 2, 2006 - 04:06 pm:

I have to agree. The first rule of successful complaining is to do it in writing, hard copy, by mail. For something as important as this, I would send it by Certified Mail Return Receipt. It costs a bit over $4 and you have to send it from your local post office, but you have proof of delivery.

If your email wasn't acknowledged, it is entirely possible that (a) they didn't receive it, (b) whoever received it didn't understand what it was about and deleted it, or (c) whoever received it DID understand what it was about and deleted it.

If you have to follow up on your complaint with some supervisory agency or government body, having a certified mail receipt and hard copy of a hard copy letter is very helpful.

I would also not make any threats, i.e., "word of mouth travels very far" or that you are thinking about taking legal advice in a first communication - all that will do is make them "lawyer up" and you will get nothing but a "file suit or shut up" letter from a lawyer, or even a letter threatening you with a lawsuit for libel or defamation. (I'm a legal secretary, and have seen this kind of thing.)

By Kaye on Monday, October 2, 2006 - 04:45 pm:

This is how i would change it.

To Whom It May Concern:

I sent an email in July, it is now October and we have not heard anything. I have been expecting an acknowledgement that my email was received and someone would contacting me. Since this has not been done, I am now writing you.

I would appreciate some form of contact in regards to this letter so that these issues may be taken care of .


We expected a professional company such as yours to be following up with your Buyers and making sure everything has been taken care of. We have not been happy with how the work was originally done and there are items that need repaired.

We would like to follow up in regards to some items that are still outstanding from our 1 year inspection. There are also items that were addressed , but they were not done to satisfaction. We would like to have these addressed as soon as possible.

* List of items goes here -- the list isn't that long but there are some serious issues with our flooring.
(I would include the list like this...flooring, buckling in kitchen. This needs to be replaced completely Paint chipping on cabinets, this needs sanded and touched up.) They need to hear what you want done.

Please get back with me on these issues and how you plan to right this situation.

Sincerely,

****

By Ginny~moderator on Monday, October 2, 2006 - 07:34 pm:

Kaye has given you a very good letter - just the kind I would suggest. It is important to list the problems, and if you have a copy of the checklist from the inspection, make a photocopy of it and include it. Also, if you can, take some photos of the conditions that give you concern and enclose copies of the photos.