Follow Up Call

Speaking to Sandra

After receiving the estimate, I was surprised to see that it was significantly higher than expected. The quote included work I hadn’t discussed, so I called Jimmy’s office for clarification. This time, I spoke with someone named Sandra.

I explained the situation to her, pointing out that the quote included replacing the hallway carpet, which I hadn’t requested. I had only asked for an estimate for the landing and the two damaged steps—the bottom and top steps. Sandra, however, responded in a curt manner, saying, "That’s what Jimmy said needed to be done, so that’s what needs to be done."

I asked her several times to clarify why the hallway was included, hoping for a better understanding, but instead of offering any clear explanation, Sandra became increasingly agitated and repeated, "If Jimmy said it needs to be done, that’s what it is." Frustrated, I explained once more that there was nothing wrong with the hallway carpet and no need to replace it. However, despite my efforts to get clarity, Sandra raised her voice, making the conversation even more uncomfortable.

I reiterated that all I wanted was an explanation, and made it clear again that I did not want the hallway carpet replaced. By the end of the call, I felt as though Sandra had completely ignored my concerns and was uninterested in resolving the issue. This interaction left me feeling not only frustrated but also deeply dissatisfied with their level of customer service.

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