Security Systems Supply

Mrs [redacted] ,I have responded to your previous complaint and again would like to apologize for your experience with us, we strive to provide the best customer service to our customers and it seems you had a bad experienceI would like to refund your money on the cleaning and also give you a gift certificate for a free cleaning in the future in hopes you give us another chanceAgain sorry for any inconvenience this may have caused you and we hope to be able to continue a business relationship in the futureyou can contact me on my personal line at [redacted] also I will have someone reach out to you about getting your job refunded and get a good address to send the gift certificate toonce again we apologize and hope we can make it right in the future thanks, [redacted]

In the restoration industry it allows for overhead and profit when subcontractors are usedIn this case overhead and profit was not required therefore we will gladly refund [redacted] $a check will be processed and mailed tomorrow

I would like to start by apologizing for your inconvenienceYou are correct in stating that our ads say if spots come back in days so do we and we will without question honor our word and our adsHowever, we do reserve the right to deny service to our patrons and in some cases we will not guarantee the work performed because of underlying circumstancesWhen we go into a home the first thing we do is walk thru the property with our customers to identify any problems or issues that you have and then together with our customers we devise a game plan on how to get the work done to the best of our abilityThis particular instance the carpet was damaged and being that our tech is certified in textiles and carpets they knew the issues with the carpet would not be resolved with a traditional cleaning and this is why they spoke with you about a possible enzyme treatment that could have had better results but would not look perfect due to the condition of the textileOur technician notated on your invoice that there was no guarantee with this particular cleaning because of the circumstances and asked you to sign off which you declined to doAlso, at the bottom of our invoice it states that we do not guarantee or work in regards to pet spots because of all the variables with cleaning pet spots such as condition of carpet, size of dog, acid and ammonia content in the animal, uric acid count, urobla count in the urine etcthere is no carpet cleaning company that would guarantee thatThere were spots in the carpet that did not come out because of these variables and most likely will not come out no matter how many times the carpet is cleanedWe feel we did the best job we could do in the environment that we had to work inWith the no guarantee against pet spots on the invoice, the technician letting you know we would clean the carpet but with no guarantee because of the circumstances, the technician notating the invoice correctly ahead of time and you stating during the job before we left the home that you were calling back in for a re-clean before we even left the home the first time this is why our office declined to come back a second timeWith that being said, I will honor our commitment to providing the best customer service possible and I will agree to come back a second time to clean the carpet however, we will not guarantee the second cleaning we will do our best to help you out anyway that we can but it will not be possible to reverse the damage that has been doneI will leave a note on your profile to go ahead and book another cleaning at no charge this time if you would like to call our office at a time convenient for you we will get you on our schedule and get you taken care of.you can also contact me directly at [email protected],Troy P***Operations Manager- Carpet divisionTeasdale Fenton

Mrs [redacted] , My name is [redacted] , I am the Operations Manager of the carpet division at Teasdale FentonI received your e-mail last night and I wanted to take a minute and reach out to youI would like to start off by apologizing for your bad experienceWe strive to give each and every customer the best experience possible and it sounds like we did not meet your expectations and I am very sorry for thatAll of our technicians are IICRC certified and have been thru extensive training on how to identify particulation staining, wear patterns and traffic patterns in carpet etcDue to the situation and you having a bad experience I would like to refund you your money for the cleaning and I will also send you a certificate for a free cleaning in the future if you would allow us the pleasure of cleaning for you again and hopefully we can make this up to you and show you the great customer service and highly skilled technicians that that work for us on a daily basisYou can always reach me on my personal line at [redacted] We will reach out asap to get the job refunded and to get a good address to send the gift certificate to Again we apologize for any inconvenience this may have caused you and we hope that in the future we can continue to have a business relationshipthanks, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the ***er is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

This was brought to my attention yesterday and a check was cut and is going out in todays mail for herJim O [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me, as long as they follow through with their offer in a timely manner Regards, [redacted]

We are refunding Mr [redacted] the amount of $which covers the cost of the sanitizer, deodorizer, and TeflonVery sorry for the miscommunication.Sincerely, [redacted]

Hello,Again I apologize for any inconvenience this may have caused you but I would like to start by informing you that the paperwork that you uploaded is not a contract as we do not sign contracts with customers on service jobs this is simply an invoice notifying you of the job that was done and giving you a line item of the work that was doneI have enclosed our local ad for your area which states if spots come back in days so do weThis by no means says that we will come back months after the service and clean at no chargeI also have enclosed another picture on the invoice that was left with you at your home that states any questions concerning our work must be reported within days or will be subject to a service chargeAgain this is not a contract but an invoiceI understand that you did not sign the top line of the invoice which is fine many of our customers are not home or do not sign their copy of the invoice we leave at the homeAlso you have no paperwork saying we will guarantee your cleaning for months as we do not offer that serviceThe fact remains we do not have a contract with you and we did not warranty the job outside of the days that we advertise we are in 600+ homes a week and do not warranty any of the carpet cleaning due to new or fresh pet spotsWe would have no problem coming back and helping you at a discounted rate but the spots in the carpet were tested with a moisture meter and they were wet and fresh spots the spots in your carpet were not from the first cleaning we did months ago.thanks

Mr. [redacted] called our office and spoke with one of our customer service representatives and it looks on our end there was a communication issue and Mr. ***'s concerns did not get sent to the correct employee to manage the situation. We did call the customer and try to rectify the situation and Mr.... [redacted] stated that he fixed the problem himself. We offered to help in any way possible and at that time Mr. [redacted] stated he wanted to move on from the situation, he did not request a refund however, We believe the right thing to do is give him a full reimbursement and we are also going to send him a gift certificate to receive his next cleaning at no charge. I did let Mr. [redacted] know that I was willing to do whatever it takes to rectify the situation and do the right thing and at that time he stated there was nothing left we could do for him so we feel at minimum we owe him his money back and also a free cleaning in the future if he decides to give us another chance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Hello, I would like to apologize for your inconvenience and also take a minute to explain our policy as well as the concerns that we haveOn 5/23/you had your carpet cleaned with usUpon arrival our technician explained your carpet had severe pet stains and you decided to have a pet
treatment doneThe pet treatment does not guarantee that the discoloration will come out of the carpet or even that the odor will be removed however it does give us a higher success rate because of the live enzymes in the chemical that go into the carpet look for the bacteria and eliminate the bacteria in the carpet caused by the pet accidentsIf you look at our ads, coupons and the invoice that we left at your home it explains that due to the variables out of our control such as carpet type, protection, wear and animal size and acid content that we do not guarantee pet spotsWe do offer a day satisfaction guarantee that says if you have spots come back we will come back and re-clean the carpet at no charge to try to remove the spotsIn the industry there is a difference between spots and stains, spots can be removed and stains can not be removed and we do not guarantee that the stains will come outWe use days as our satisfaction guarantee because there have been scientific studies that show that if wicking is going to occur in carpet it will happen within the first days or so and spots dont come back months after the cleaningSpots will not come back months after the first cleaning and we can not be held accountable for spots months after the service dateSo, when you called the office on 8/30/my customer service rep contacted me and asked how to handle the issue and trying to do the right thing I told them to schedule an appointment for you and we would come out with professional moisture meters and check the carpet and if the carpet was dry I would go against our company policy and clean for you at no charge but if the carpet was wet then we would have to charge you for the cleaningUpon the tech's arrival he tested the carpet and every spot was wet which means the spots were not from the first cleaning and the spots were new or re-soiled by the pets which is why the spots tested as wetI can not guarantee future spots in the carpet that the pets may makeThe charges that were charged were for the services rendered on 5/23/and not for future cleaningsWe have always had the day guarantee and never guaranteed carpets for monthsWe apologize for the inconvenience however the carpet cleaning service was months ago and we do not guarantee past daysIf you would have had issues in those days we would have come out free of charge and taken care of themI would be willing to come back out to your home and re-clean your carpet for you for 50% off your original invoice amount to try to help you get the carpet clean but I can not come back days after the original cleaning to clean up new pet spots at no charge as this is not a service that we offer. thank you

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have reached out to the customer and have crews responding tomorrow July and will address all their concernshow ever we were originally contracted to just handle the water mitigation which includes removal of wet building material that can not be dried and water removal and drying
equipment to dry the structureThe repair and put back of the home is considered the reconstruction part of the lost which we were not original ingated to do, but we will gladly complete this processIf anyone has concerns please reach out to me directly Jim O*** president ###-###-####

Hello,Iwould like to start by apologizing for any inconvenience you may have had while using our serviceWe strive to give excellent customer service and it seems you did not experience that while using our companyWe do infact have different price points for dryer vent cleaning and those would
be first floor access or second floor/roof accessI see how this could be confusing to our customers and will make sure that we get that fixedI apologize we were not able to make contact during this timeCarrie did notify me of the issue when I was done with my meeting and I tried to call you at 7:08pm before I left the office for the night and did not receive a response at that timeI have reviewed the invoice and due to the miscommunication I would be more than happy to return the full amount of your invoice as well as send a different technician out to reclean the dryer vent and make sure that everything is in good order for youIf you have anymore issues please feel free to contact me directly at ###-###-#### Thank you and once again we apologize for the inconvenience Troy

Don't want to deal with people that have employees who are not trained wright !

[A default letter is provided here which indicates your acceptance
of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ---I completely accept the resolution Teasdale Fenton proposed They have sent me a check in the amount of $749.20, the full refund I was anticipating. Thank you, Revdex.com!