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The first thing I would like to do, to prevent you from further degrading our relationship, is to introduce you to the customer service concept of ‘One Customer’. This is the philosophy where you treat each customer like they are your only customer. No matter how busy you are, no matter how many customers you have, give them the focus, attention and dedication as if they were your ‘one customer’. This philosophy has to be top-down. It does no good to have the ‘mouths’ of your company saying “you are our only customer” if the ‘hands’ of your company are saying “we don’t care about any of our customers”. Your actions speak louder than your words.

Here’s another concept you are apparently unaware of: Matt and Renee Everett may be the owners of Paul Davis Restoration Of Appleton, WI, Jim Foytik may be the Senior Vice President, Dan Egan may be the Estimator, Matt Snell may be Project Supervisor LCS, and Steve never-new-his-last-name may be Project Supervisor and Jamie Miller may be Mitigation and Contents Supervisor, but so long as you’re working on my house and my belongings my girlfriend and I are the Chief Executives In Charge. It is my expectation that we are treated as such. We have not been.

And now a discussion about commitments. I had a conversation about this with Matt Everett and Jim Foytik some time ago. I had a problem with representatives of your company saying they were going to work at the house on certain days, meet with us on certain days, and they were not. During that conversation I was assured by Matt Everett that your company would be mindful of their commitments. We were told we would be back in our house by October 1^st. We could easily have been, but your company wasted a month doing nothing, so we were told November 1^st. Now we’ve been told we may be in by Thanksgiving, again because your company spent 3 weeks doing nothing. What is our compensation for this complete and total inconvenience? Nothing. Absolutely nothing. The project completion date is back to November 1^st, beyond that and we will need to negotiate compensation.

While we’re on the subject, except when the trusses for my roof were placed you’ve never had more than 2 or 3 people working on our house at any given time-don’t you think this may be a case of too many bosses, not enough workers? Perhaps we could be in our house on time if a few more people were swinging hammers.

And then there’s the handling of the personal property. From the missing and unaccounted for items (2 Nintendo DS game systems and games, 3 tents, 3 pudgie pie makers, 3 cast iron frypans, a 20gig Apple Ipod and many, many other items) to the deliberately destroyed items that were supposed to be saved (we even marked them with a tag saying ‘SAVE ME’) to the computer that was stolen by Paul Davis Restoration of Appleton, WI employee and Project Supervisor Brian Wood, this has been absolutely atrocious. In a meeting at our house Monday, September 15th, Jamie Miller had the audacity to tell us that we would have to pursue recovery of our property, stolen by your employee, ourselves. On our own. Unbelievable. An email sent to Jamie concerning this matter on Wednesday, 9/17 went unanswered. We have also been trying to get Jamie Miller to email the personal property lists to us for 3+ months which she still has not done. Items we personally pointed out to Jamie during a walkthrough did not make it on the list. We also had your company do the unsalvageables pack-out at extra expense, though much of that doesn’t appear on the hardcopy list we were given, so we now have to try to remember all of these things in order to account for them. Not exactly money well spent. Words cannot adequately describe how we feel about this situation.

Then there’s the budget. Dan Egan had said he would break down the budget into what had to be done (rebuild structure, plumbing, electrical, insulate, seal, etc.), and the rest, so we could decide where we wanted to spend money and where we would skimp or put off as future projects. This has not been done, and the budget has been a big secret. In fact, we were sent to the plumber’s supplier with no budget. We sat down with the salesman with no clue what we could or could not get. No clue how much money we would have to supply if we chose one faucet over another. I attempted to call Dan Egan on his cellphone with no result, and the salesman tried the plumber. Finally the plumber was able to supply the bid. We know we had massive amounts of copper (most of the supply and drain in the house was copper) that was supposed to be recycled and put in the budget, but we have not been told what that added to the budget.

There is much that needs to be corrected, my girlfriend, her children and I await your response.