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Brambier’s Terrible Service

As you know, NoiseFreak deals with many clients across the country. I work with individuals and large corporations alike and we operate on a level of mutual respect. That brings me to the lack of respect conveyed by a company I recently dealt with regarding the installation of acoustic absorption in the new studio. A sales rep came to my house and never followed up with me. I do not have people in and out of here every day so it’s not like I can forget who walked through the front door. Take a moment to read the chain of emails below. Keep this company in mind as one NOT TO USE while considering the installation of your acoustic solutions.

** Email Chain begins here (Start from the bottom and work your way up) ***

Lyle,

Unbelievable. Nothing was mailed to me, he was here in person and he was here on February 8th at about 2:30pm (I just retrieved the email of him saying he was 20 minutes away). I do not wish to argue my case any further as it is only upsetting; I have nothing to gain by sending you false information. Your employee is blatantly lying to you and I can tell you that with 100% absolute fact. The foreman of my subdivision can attest to that as he was aware of my meeting and arrived immediately after Mike’s departure; we talked about knowing him mutually. Mike’s misdirection has cost Brambier’s my business and the business of any studios asking my recommendation in the future. I hope his word is worth the loss of that business and the degradation of your company’s reputation. Rarely have I seen such misplaced loyalty in an employee or unwillingness to give a customer the benefit of the doubt. I remain disappointed.
Good Day,
Nick

————
Nick Daley
Creative Director - The Glenn Beck Program
Owner - NoiseFreak Sound Design

On Mar 16, 2010, at 2:19 PM, Lyle Brambier wrote:
Nick,
Since I was never involved, I can only rely on what you and Mike are telling me. Before my first email to you, Mike was adamant that he had never been to your house. So clearly one of you is mistaken about the course of events.
Before I replied to your email, Mike did tell me about the conversation he had with you about your home being built by his former employer and he also told me he had mailed you information since he was not immediately able to set up a meeting, since that is what he has been instructed to do.
Now that I have your address, I pulled up his vehicle tracking device and it clearly shows that he was NOT at your house on February 8th.  So unless you have the date wrong, I again must state that I think you are mistaken about who was actually at your house.
Again, if there is anything I can provide you a quote on, please let me know, and I will be happy to do so.
Take care!
Lyle
From: Nick Daley
Sent: Tuesday, March 16, 2010 1:59 PM
To: Lyle Brambier
Cc: ‘Robert Brambier’; ‘Fran Brambier’
Subject: Re: Disappointed
Lyle,
No problem. My address is ——.  Attached is a picture of the folder with the cards left by Mike.
Thanks,
Nick
————
Nick Daley
Creative Director - The Glenn Beck Program
Owner - NoiseFreak Sound Design
On Mar 16, 2010, at 1:32 PM, Lyle Brambier wrote:
Nick,
All I can say is that Mike was pretty clear about never being at your house. Let me look into it a bit more and get back to you later. Would you please provide your address so I can cross check my records?  Thanks!
As to a proposal, if you can tell me what you are looking for, I can have a proposal generated for you.
Thanks again,
Lyle
From: Nick Daley
Sent: Tuesday, March 16, 2010 12:59 PM
To: Lyle Brambier
Cc: ‘Robert Brambier’; ‘Fran Brambier’
Subject: Re: Disappointed
Lyle,
Sorry I missed your call. No, it is definitely your company that I am speaking of; I have a folder with Mike Foster’s business card sitting on my desk which he personally handed me. I understand there is some confusion here but the certainty with which you accuse me of inaccurately recounting our meeting is a bit insulting. Perhaps I am misinterpreting your email tone.
Mike Foster was the rep who did in fact come to my location and we spent a good 30 minutes looking at the studio. He left me information on the Fabritrak and Barrisol solutions and we talked about his previous employment with William Ryan Homes who was the builder of my home. He said he did not need to take measurements because he could get an architectural drawing from Chris at William Ryan Homes. Yes, you are correct that Sean and Mike were in Orlando and informed me they may be able to make it on Friday but they called and cancelled that morning. Mike called to ask if he could come on Monday morning, which I agreed to and the meeting took place as scheduled at that time. If you were lead to believe we never met, that is most certainly inaccurate. The $500 price point is one I never set; I’m well aware these solutions are more expensive than that. I did ask him about various solutions - such as a single wall, a full ceiling, half ceiling over the mix position, etc and a $1,000 option was estimated to be in there somewhere based on his rough recollection of the price per square foot of one product. However, I understood there were no concrete numbers until a quote could be drafted which is why I was awaiting his quote.
If you have any questions or would like to discuss this matter in greater detail feel free to give me a call again at —–
Best,
Nick Daley
————
Nick Daley
Creative Director - The Glenn Beck Program
Owner - NoiseFreak Sound Desgin
On Mar 16, 2010, at 12:15 PM, Lyle Brambier wrote:

Good Afternoon Nick,

I just tried reaching you by phone but it went to voicemail and instead of
leaving a message and possibly trading calls leaving this unsettled, I
decided to write this response to you.

I believe you have us confused with another company. While you did contact
us on January 29 regarding the Solserene product from Owens Corning, no one
from our company ever went to your house.

Following your phone call, we had our salesperson Mike Foster call you to
see how we could help you. I know on one occasion just after your first
conversation with Mike, Mike and another salesperson (Sean, whose specialty
is recording studios) were going to be close to you and tried to make an
appointment to see you, and as I understand it, were unable to as they were
not going to be there early enough in the day for you.

Mike’s follow up calls and emails never resulted in an appointment. At some
point in one of your conversations with Mike, Mike understood you were
looking to spend about $500 for the solution. There is no product we could
offer you that would fit anywhere close to that price.

Even though we were still willing to meet with you to see if there was
something we could help you with, since Mike was not able to make an
appointment with you on his first several attempts and since we really
didn’t believe we had anything in your price range to help you, and since we
knew you had our contact information and could reach us when you were ready,
we did NOT continue to pursue setting an appointment with you.

So I am not sure who you met with on February 8th, but they were NOT from
our company.

I would be happy to discuss your requirements with you and see if there is a
way for us to help you. Please feel free to contact me at any of the methods
below. Thank you and best of luck to you!

Sincerely,

Lyle Brambier / Vice President / Brambier’s Windows & Walls / 707 Samms Ave
Suites H & I / Port Orange FL 32129
PH: 386.756.0101 / FAX: 305.513.5866 / CELL: 305.219.4966 /
lyle@brambiers.com / www.brambiers.com
Please consider the environment before printing this e-mail

—–Original Message—–
From: Robert Brambier [mailto:bob@brambiers.com]
Sent: Tuesday, March 16, 2010 10:45 AM
To: ‘Nick Daley’
Cc: ‘Fran Brambier’; ‘Lyle Brambier’
Subject: RE: Disappointed

Nick,

Thank you for the email regarding your disappointment with our response and
service —– I have gone through our data base and can not find your
company listed, which tells me that no proposal was ever generated for you.
Since your email did not contain your address, or project name, I am
assuming from your phone number that you are located in the Tampa area, and
that you probably contacted our Daytona office.

We did have a salesman/project manager in that office who left our employ at
approximately the time you are referring to, and it is possible that your
project was one he was working on at that time, and never entered you into
our system.  I have called Lyle Brambier (my son) in that office, and am
forwarding your email to him to follow up on.

We have been in the same business for over thirty five years, and did not
build our reputation in the industry by not following up on proposals — no
matter the size.  Lyle will contact you as soon as he searches the files in
the office. Thank you for contacting me — most people would just let the
matter drop and that would hurt us more.

Sincerely,
Bob

Robert L. Brambier
President
Drapery Control Systems, Inc.
D/B/A Brambier’s Windows & Walls
1616 N.E. 205 Terrace
Miami, FL 33179
305-653-1712
Fax: 305-653-1714

—–Original Message—–
From: Nick Daley
Sent: Monday, March 15, 2010 4:05 PM
To: robertbrambier@brambiers.com
Subject: Disappointed

Mr. Brambier,

I was referred to Brambiers by Owens Corning on February 2nd and I contacted
and met with one of your sales reps on February 8th. Despite my attempts to
reach the rep by email and phone days after our meeting I have YET to
receive a quote, return phone call or even an email response. He told me he
would have a quote to me by February 15th — a week after our appointment
which I thought was more than ample time to prepare an install, let alone a
quote. That was one month ago. I find this highly unprofessional and since I
have never worked with your company in the past I only have this experience
to guide my first impression. Since the business carries your name I want to
make you aware of the situation as I cannot imagine you look kindly on this
type of customer relations practice.

If you have any questions feel free to contact me at [obscured for the internet].

Sincerely,

Nick Daley
Owner
NoiseFreak, LLC

sound design, music, voice-over
————————-
noisefreak.com

This entry was posted on March 16th, 2010 in Tips.

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