Dear Mr. Del Pino,
I am writing to address your concerns and to clarify the details surrounding the recent completion of your basement renovation project. It was a pleasure to serve you, and we always strive to ensure that our clients' experiences are positive and satisfactory.
From the onset, we made it our priority to provide a transparent and comprehensive explanation of our scope of work, including the floor plan and the agreement. We pride ourselves on our straightforward approach, ensuring that there are no hidden costs or misleading information, and we avoid high-pressure sales tactics at all costs.
Regarding the payment schedule, it was clearly outlined and agreed upon by both parties. We aim to maintain a smooth and punctual financial process, which is crucial for the timely progression of our projects. However, we encountered delays with the payments that were due, starting with the initial payment on August 17, which was received four days later on August 21. Subsequent weekly payments were consistently late as well.
Close to the project's completion, we informed you that the fourth payment was due, and we outlined the potential consequences of a delayed payment, including the possibility of putting the project on hold. Despite the challenges with receiving your personal cheques on time, we made the decision not to halt the project and continued working without payment, understanding the impact that stopping and rescheduling could have on our workflow and your project's timeline.
We are proud to say that the project was completed within the 4-6 week timeframe we allocate for all our projects, adhering to the agreed schedule. Our commitment to our clients is reflected in the numerous positive reviews we have received, which speak to our dedication and service quality.
Furthermore, we went above and beyond by addressing a structural issue with the basement support beam at no additional cost to you, demonstrating our willingness to support our clients even when unforeseen challenges arise. We understand the financial constraints that can come with a renovation, and we do our best to assist where we can.
Regarding the egress window, it was a necessary inclusion for safety and legal reasons, particularly as it pertained to a bedroom. This was custom ordered following the signing of the agreement, and it was not feasible to cancel it. As for the separate entrance, that was a direct transaction between you and the vendor, adhering to the legal requirements for engineering drawings and permits. Our role was to ensure that the interior opening and staircase were properly finished according to the work order specified in our agreement.
We hope that you will find great enjoyment in your new basement for many years to come. Should you require any assistance or warranty service related to the project, please do not hesitate to reach out to our support line. Our technicians are always ready to provide prompt and efficient service.
Thank you for choosing Harmony Basements for your renovation needs.
Warm regards,
Diego Botia