Palmetto Renovations of Columbia, Inc.

Anne,Thanks for taking the time to respond.I’d like to start off by saying that we certainly make mistakes, as we did on your project. We are definitely not perfect, and do not claim to be. The reason we are still in business, despite the fact that we make mistakes, is that we have a fantastic customer base that generally understands that, and are gracious enough to allow us the opportunity to correct our mistakes. However, there are exceptions to that rule. It is always unfortunate when a customer looks for issues, or worse, manufactures them, in an attempt to reduce their contract balance. While we do understand that renovations are expensive, it is difficult for our team to provide the level of customer service that is required to remedy that mindset.
Our goal is to complete a renovation as quickly as possible, with as little delay as possible for our customer and our team. After all, we are a for profit business, and stand to gain nothing from a project talking longer than anticipated. While we do run into scheduling delays from time to time, we try hard to avoid that. One of the ways we do that is by sending our customer the schedule for the following week at the end of the week. Once we receive written approval from the customer, we confirm the schedule with our team. In this instance, more than once, we confirmed the schedule with you in writing in advance. When our tile crew arrived, we were turned away on account of your vacation schedule, despite having written confirmation in advance. We understand the importance of vacations, however, if we are chastised for not meeting our customers expectations regarding timeframe while our efforts are being simultaneously thwarted, it becomes difficult to maintain customer satisfaction.Regarding the owner not coming to site until the end of the project, the same principal applies. The owner reached out to you on multiple separate occasions requesting a face to face meeting. These attempts were ignored multiple times. When a response was provided, the in person meeting was refused. Here again, it is difficult to meet expectations when the opportunity is first ignored multiple times, and then refused.These instances do not prevent us from trying. As we have been up to this point, we remain ready, willing, and able to address any issues that exist with any work we performed, even after we are not allowed back to site and other contractors have been to site after us. That being said, refusing access, having other contractors do work on top of our work that is not yet complete, and then threatening not to pay your balance because we were unable to finish our scope is not a collaborative approach to completing your project.I do appreciate you mentioning that not all reviews are by customers. We do have several reviews floating around from competitors and malicious customers in an attempt to damage our reputation, and most recently, in attempt to reduce their contract balance. We work hard to respond to those reviews, just as we are doing here, to create clarity, honesty, and fair context for our potential future customers.As the respondent to a review, we are unable to post pictures. However, for anyone who is interested in an honest and balanced history of this project complete with email exchanges and schedule verifications explaining the source of the last second cancellations that caused delays, please do not hesitate to reach out to our team. We are happy to share that information.For anyone who has made it this far in the response, we appreciate your diligence and understanding, and would like to reward you with a discount code! If you request an appointment with our team, please provide them with the following discount code: MORGAN15%Thanks,The Palmetto Team

We really appreciate you taking the time to leave such a great review! We pride ourselves on the customer service we provide, and are always grateful when someone goes out of their way to mention that in a review. Thanks again,The Palmetto Team

Thanks so much for your feedback! We really appreciate you taking the time to leave a review!Thanks again,The Palmetto Team