FNC Services, LLC

Sent: Tuesday, July 18, 2017 6:01 PMSubject: RE: Revdex.com Complaint ID [redacted] Customer Name: [redacted]Revdex.com Complaint ID: [redacted]   We installed a security camera system for customer [redacted] on August 20th of 2016. In February this year (about 7 months after the install) we received a phone...

call from the customer and he requested same day service because he only gets off early on Fridays (after 2pm), I told him that I would try but could not guarantee same day service (we have a schedule system in place but sometimes it is hard to send someone out the same day), we could not go there that Friday, then he called us the following Wednesday and requested service for Friday after 2pm but then on Friday morning he called us to say he could not be there at that time, I contacted him the following week and he said that he would not be available that week and that he would call me the next week over. The next time he called me was on a Friday again asking for same day service but we were busy that day too, I told him that I would call him if someone could go the same day but did not guarantee. He got upset at me for not sending a tech over on his terms and told me that he would file a complaint with the credit card company and he did so (but his words were not very delicate, he was very offensive), the credit card company withdrew the entire amount from our bank account and said that it was just while the investigation was taking place, indeed they investigated and decided on my favor, I received the money back and as soon as I got the money back I contacted the customer and asked him when he was available but he refused to answer.   Here is the thing, if he is having issues with a system which we installed, such system is under warranty so we can resolve it, if it’s equipment failure we can exchange it because such equipment is under warranty but he is not asking for a fix, he wants the money back, but we are offering to go, see what the issue is and fix it, most of the times in these cases the issue is a change in the internet service and/or equipment but whatever the problem is, we will cover the warranty for both labor and equipment. What he tried with the credit card company was “item not as described” the item was exactly as described, if there is a malfunction (it could happen, I do not deny that possibility) the warranty is still in place, I offered him that before and I still offer it now but he has been refusing service. I cannot resolve the issue if he refuses to do so and I cannot refund him because the procedure is that we go and fix whatever the problem may be and we are open to do so if he would let us, we have a very clean record with customers, we’ve been in business since 2009 and never even had a claim but we are offering solutions.   Proud to be an A plus Revdex.com accredited business, thank you, Alfonso Caro FNC Services, LLC.