Enhanced Medical Services

This is the response we had internally ended with this customer. Our Florida location was without power for 7 days following the recent hurricane and nothing was moving in or out of Tampa. We shipped the unit as soon as we could and still made the 8th week as promised, although the unit arrived in... the 9th week. Below is the follow up email correspondence we had with the customer filing the complaint. "After review of the order placed and the timeline given we were shipping your order on the 8th week with a 6-8week timeline. The order delivered in the 9th week. We understand you waited patiently for your order and we had a delay due to the Hurricane. Our company has decided to compensate you with an additional Year of Parts, service and Labor Warranty. We would normally charge a customer $1200. For the additional year of warranty. We hope this helps; our company is committed to excellent customer service and support and we want you to be happy with our services. We are also here to improve and learn; we thank you for your email and we will work on making improvements moving forward." We did all we could in dealing with the hurricane and realizing it was no one's fault, offered additional compensation for the delay.

We aren't looking for a full refund; we are simply looking for EMS to make it right with our companyIf a refund is how they choose to make it right, then so be it, but I promise that won't happen. We have invested our lives into making this business a success, and we approach this with a
customer first philosophy. We strive to provide the best in eye care, and we would like to work only with like-minded companies, and EMS is simply not interested in customer satisfaction; they're more interested in making a profit

This is the response we had internally ended with this customer. Our Florida location was without power for 7 days following the recent hurricane and nothing was moving in or out of Tampa. We shipped the unit as soon as we could and still made the 8th week as promised, although the unit arrived in...

the 9th week. Below is the follow up email correspondence we had with the customer filing the complaint. "After review of the order placed and the timeline given we were shipping your order on the 8th week with a 6-8week timeline. The order delivered in the 9th week. We understand you waited patiently for your order and we had a delay due to the Hurricane. Our company has decided to compensate you with an additional Year of Parts, service and Labor Warranty. We would normally charge a customer $1200. For the additional year of warranty. We hope this helps; our company is committed to excellent customer service and support and we want you to be happy with our services. We are also here to improve and learn; we thank you for your email and we will work on making improvements moving forward." We did all we could in dealing with the hurricane and realizing it was no one's fault, offered additional compensation for the delay.