I received the complaint
on Monday 1/26/in the afternoonI am first off very sorry the customer
feels this way and has been let down by my companyWe don’t conduct business
like this complaint explains itself and there has definitely been some lack in
customer service on our part towards this customer
I would like to address
the first issue with the Revdex.com accreditation, my company is Avalanche Property
Management, LLC we are in fact Revdex.com accredited and are currently working with
the Revdex.com to correct this matterWe have been with the Revdex.com since April of 2014,
and pride ourselves with this seal of approval from the Revdex.comAvalanche Property
Management is the parent company to SMM Property Services and Fast Trash
Hauling so I am replying behalf of both companies as the President and CEO of
Avalanche Property Management, LLCCody has been working with APM since April
of and holds a long standing reputation with myself, Scott, as the President of APMCody
runs all operations of the company from the field, he is responsible for the
scheduling and actual labor for our companyThe reviews you
have read on www.thumbtack.com are actual reviews from our recent
customers and their actual reviews of our work, just like the Revdex.com you can’t
fabricate them or alter them in anywayI believe this is a very important fact
to be stated, we do care and we are customer service focused 100% of the time
It is apparent that we failed to meet and exceed your expectations and for that
I am truly sorry.
The second issue seems to
be with the pricing and sodWe weren’t charging for the sod install, however
there was a $fee to cover the gas since our office is located in Stafford,
TXOnce the customer informed us that the extra $was not in her budget we
were happy to settle at the original price of $675.00, the customer counter
offered at $700, we acceptedI now understand from this email that we never
made good on this deal, when Cody went to pickup the grass, our supplier was
out of stockAfter the concrete demolition work was completed our schedules
became very hectic and honestly this remaining task of supplying the grass fell
through the cracksI don’t want to make excuses, as there are none.
Finally, I would like to
address the statement from the customer that she felt uncomfortable and felt as
though Cody might vandalize or harm her family, is honestly mind blowingWe
present ourselves in a professional manner at all times while on the job sites,
I believe the customer might have felt like if she didn't pay the $700.00, Cody
might retaliateI want state now that I am very sorry if she ever felt this
way, Cody would never have done or said anything that would have made her
question his intentionsWe wouldn’t be able to hold the reputation of
thirty-two star reviews like we do on thumbtack if our employees threatened
and left customers feeling uneasy intentionally.
I will contact the customer
via email and express our apologiesWe will be glad to send the requested
refund of $to the customer to make the situation right on our behalfIn
return we would greatly appreciate the customer updating the review, to reflect
that we accepted ownership of the problem and provided a quick resolution, as
the image of our company is very important.
Best Regards,
Scott ***, President
Avalanche Property Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
I very much appreciate Mr. [redacted]'s response and the fact that Cody was reprimanded for his careless and hurtful actions. Based on his thoughtful and thorough letter, I would hire Scott in a heartbeat! Sadly, we will probably never feel comfortable hiring nor recommending Cody in the future. However, I truly, truly appreciate how things will be resolved.
The address where I would like the $300 check to be sent is:
[redacted]
[redacted]
[redacted]
Please have it made out to [redacted]
Thank you again, Scott, for your sincere response.
[redacted]
I received the complaint
on Monday 1/26/in the afternoonI am first off very sorry the customer
feels this way and has been let down by my companyWe don’t conduct business
like this complaint explains itself and there has definitely been some lack in
customer service on our part towards this customer
I would like to address
the first issue with the Revdex.com accreditation, my company is Avalanche Property
Management, LLC we are in fact Revdex.com accredited and are currently working with
the Revdex.com to correct this matterWe have been with the Revdex.com since April of 2014,
and pride ourselves with this seal of approval from the Revdex.comAvalanche Property
Management is the parent company to SMM Property Services and Fast Trash
Hauling so I am replying behalf of both companies as the President and CEO of
Avalanche Property Management, LLCCody has been working with APM since April
of and holds a long standing reputation with myself, Scott, as the President of APMCody
runs all operations of the company from the field, he is responsible for the
scheduling and actual labor for our companyThe reviews you
have read on www.thumbtack.com are actual reviews from our recent
customers and their actual reviews of our work, just like the Revdex.com you can’t
fabricate them or alter them in anywayI believe this is a very important fact
to be stated, we do care and we are customer service focused 100% of the time
It is apparent that we failed to meet and exceed your expectations and for that
I am truly sorry.
The second issue seems to
be with the pricing and sodWe weren’t charging for the sod install, however
there was a $fee to cover the gas since our office is located in Stafford,
TXOnce the customer informed us that the extra $was not in her budget we
were happy to settle at the original price of $675.00, the customer counter
offered at $700, we acceptedI now understand from this email that we never
made good on this deal, when Cody went to pickup the grass, our supplier was
out of stockAfter the concrete demolition work was completed our schedules
became very hectic and honestly this remaining task of supplying the grass fell
through the cracksI don’t want to make excuses, as there are none.
Finally, I would like to
address the statement from the customer that she felt uncomfortable and felt as
though Cody might vandalize or harm her family, is honestly mind blowingWe
present ourselves in a professional manner at all times while on the job sites,
I believe the customer might have felt like if she didn't pay the $700.00, Cody
might retaliateI want state now that I am very sorry if she ever felt this
way, Cody would never have done or said anything that would have made her
question his intentionsWe wouldn’t be able to hold the reputation of
thirty-two star reviews like we do on thumbtack if our employees threatened
and left customers feeling uneasy intentionally.
I will contact the customer
via email and express our apologiesWe will be glad to send the requested
refund of $to the customer to make the situation right on our behalfIn
return we would greatly appreciate the customer updating the review, to reflect
that we accepted ownership of the problem and provided a quick resolution, as
the image of our company is very important.
Best Regards,
Scott ***, President
Avalanche Property Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
I very much appreciate Mr. [redacted]'s response and the fact that Cody was reprimanded for his careless and hurtful actions. Based on his thoughtful and thorough letter, I would hire Scott in a heartbeat! Sadly, we will probably never feel comfortable hiring nor recommending Cody in the future. However, I truly, truly appreciate how things will be resolved.
The address where I would like the $300 check to be sent is:
[redacted]
[redacted]
[redacted]
Please have it made out to [redacted]
Thank you again, Scott, for your sincere response.
[redacted]