Dear Mr Kent,
I’m sorry to hear that you are unhappy with our business, despite not having worked together. We understand that you perceived there was a lack of communication.
As we have many jobs in the pipeline, we do not start planning the works until we have a firm start date. Our plans change with the weather, and I am sure you can appreciate, we have had the wettest February since records began. This has interfered with our schedules significantly.
In October we agreed that the works would start in early March. Despite our scheduling issues, we were ready to start on the agreed date, which was clearly communicated to you as you expected the scaffolder on 1st March.
As you have correctly pointed out, the scaffolding company are subcontractors and work for themselves. The scaffolding was booked into to be erected but they failed to attend, which we were not aware of. We do not monitor any subcontractors movements, despite you thinking we should, and we did not know they had not completed the job until you called. We too were disappointed, but we have no control over them and can only try and find out what caused the delay. You were not happy with their answer and appeared to hold us responsible.
It was only after you spoke to our MD regarding the scaffolding that he cancelled the job as there could be friction going forward. This is something he has never done in the past and was clearly communicated to you, hence your review.
I am sorry if this has caused you any inconvenience, but we believe this was the best outcome for all parties.