Reply from Therma Shield Solar ControlAug 1, 2016
Randi,
I am glad that you loved your decorative film, and that you appreciated how helpful and timely we were! Although unexpressed, I am sure that you also appreciated the tremendous amount of time and energy on our part that went into helping you find a decorative film that you liked, and the eight separate estimates that were generated during that process. You will note that your estimate(s) denote the payment terms as "Net on Completion".
On completion of the job, at 1:30 pm on Thursday, July 28th, we attempted to contact you through your office, as well as on your cell phone, so that you could tender payment. We left you messages both places, and you did not respond. You were sent an invoice by email later that evening when I got back to the shop, to which you also chose not to respond. By the time that I sent the email on Sunday, July 31st that so offended you, over 72 hours had passed without payment which, no matter how you want to parse it, cannot possibly be considered "paying in a timely manner".
I am truly sorry that you found the "tone" of the email so offensive. I wrote the email in question, and I am sure that a careful re-reading of it will show neither ill will nor "threats" on my part, but I will remind you here that I am running a business, not a charity, and that to stay in business, I need to get paid in the manner specified. Further, your explicit permission to keep your card information on file was not necessary, as it is common pattern and practice in almost all industries of which I am aware, to keep such information on file until final payment is tendered. Surely you have rented a car or a hotel room at some point? In any case, thank you for giving us the chance to improve our terms of service which now explicitly state that such information will be kept on file until final payment is made.
Sincerely,
Alex
