A Perfect Repair Sprinkler & Backflow, Inc.

Hello,While I understand your side of this I believe we did our due diligence with explaining why we charged what we didWhen this was researched in February it was determined to deny the request to be credited back because it costs us a good amount of money to hook a customer upWe have
documented conversations with *** (the sales person) that state you knew the capability of the systems and we also tried to troubleshoot but it was denied by the customerI'm going to attach a Word document with correspondence that shows why we decided to charge what we did. Thank you

[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.]
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 as long as there are no indications of this matter on my or my husband's credit report. I will make the payment by end of business 5/27/
Regards,
*** ***

Hello ***,I apologize for the inconvenienceOur collection policy was quoted properly by our customer service rep you spoke toWhen a customer is suspended times in a month time frame the customer will owe whatever is due plus the next month and the reconnect feeWe do not have contracts
or credit checks and offer unlimited data to our customers so we do have to be strict about the billing procedures. I certainly understand your frustration and would be willing to meet half way and waive the reconnect fee but still have the next month dueThis would be a one-time exception and would be listed as such on your account if you acceptI do apologize for the hassle but all companies have to have some form of billing requirements in place. Thank you

We will accept the payment of $to consider this matter closed and satisfactoryOnce payment is received via phone call or in the mail we will notify the collection agencyPlease note, if paid by check we must wait 7-days for the check to clear the bankThank you

I worked with [redacted] last week regarding this. The account has been fully refunded for the issues. However, if there was billing by DishNetwork, which I don’t believe there should be, we cannot refund that.

Hi [redacted],My name is [redacted] and I'm the Director of Sales & Marketing. I do understand your concerns and as a member of management I can assure you no one denies that there's an issue on that site. In fact, that road and that lake have long been problematic for us as it's just simply not a good...

location. IE: Heavily wooded and down in a valley. Simply not good for long term wireless signal. However, we've had our RF engineering team take a look at your house to see if there's any other options. We are going to have our head installer, his name is also [redacted], come out to you to see what's going on, see if he can make it better and if not explain why it has all happened. You should be receiving a call soon from Amanda to get [redacted] out there to you. Thank you.

[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.]
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]

I had asked a representative of our company to respond to this complaint and he assured me he had.  I also asked a representative to reach out to this customer and he assured me he would.  The response previously submitted by Mark Havey should have included the following;We are sorry if...

the customer had a negative experience we us.  Per the original submittal, the sales representative’s notes indicated – Couldn't test from ground, but believe line of site is had if installed high on the house(2 story). The sales rep indicated he walked the entire property and didn’t get line of sight from anywhere on the ground, but said he thinks it MAY be possible from a couple different spots, meaning the roof or the windmill tower.  So, the paperwork was submitted for install to give the location a try by an installer as sales representatives are not authorized to climb and no guarantee was given or charges of any kind collected until confirmation was had.Installer notes indicated that he tested for line of sight from the peak of the 2 story farm house and there was none. He searched for line of sight from all over the top of the farmhouse and found nothing but trees. There are 3 thick tree lines between the farmhouse and Potter tower. He also climbed up the windmill with the same results. He called the sale representative to inquire on where he had line of sight from the original site check, he said he did not have line of sight at the site check per the notes included on submittal above. He then called the customer, David, and explained to him that I had been all over his property, on the roof and on top of the windmill and he found no line of sight to Potter tower. David requested that he call the sale rep to have a follow-up call. He called the sales rep back to relay the request and informed the sales rep of what the customer interpreted from what he had told him about the original site check, which unfortunately was misunderstood. The sales rep never had line of sight from the ground as noted on the submittal and never climbed up the windmill as sale reps are not authorized to do that. David was not home while the installer was onsite and David's wife Christina was. After the installer got off the phone with the sales rep for the second time he then informed Christina that service at this time is not an option, and the sales rep will be following up.Again, we apologize for any misunderstanding, but we can certainly have our Lead installer recheck this location and have the sales representative follow up again.  Thank-you.

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.
It is clear that there has been incorrect information relayed from me to the company and vice versa. I was quite clear that we did not expect to be able to use all of the devices we have, but had hoped that it would be improved service compared to our current provider, which provides unlimited data.  [redacted] knew exactly what we had in the home, our existing internet service and continued to sell us a product that would in no way match, or be better, than our existing service.  The information as stated in the ticket (per Bug Tussel's response) indicated that we were using 2 gaming systems, up to 8 smart phones, Netflix streaming and a work computer.  This is incorrect information.  While we do have two gaming systems and 6 smartphones (of which we use our cellular data), we typically use one gaming system at a time, were hoping to be able to stream Netflix and my work computer is actually a personal tablet with which I would occasionally check email.  At multiple times, during the sales pitch and installation, representatives of Bug Tussel implied that while it won't do everything, we should have no issues with the level of service.The technician I spoke with on February 6, 2016 indicated that there were obvious issues interfering with our service.  He was quite bothered with the information he was viewing on his screen and with what I shared regarding our limited ability to use the internet, to even check email.  We were not able to check email at 4:00 a.m. when no one else was on our internet service.  He walked us through several steps to attempt to correct the issue and then indicated that he would need to submit a ticket.  This was after approximately 1.25 hours on the phone with him.The original installers, Adam and Yvonne, arrived and spent about 20-30 minutes attempting to troubleshoot the issue and ultimately rebooted the system.  It appeared to be working again when they left, but this only lasted for another 1-2 days.  At that time, I decided that the service through Bug Tussel was worse than our existing provider and chose to cancel the services.  I would have cancelled within the 14-day window (on 2/6/16) if the technician informed me that by allowing further troubleshooting I would be voiding my ability to cancel without fee.  How many times is a customer expected to troubleshoot an issue with a service provider?  Exactly how much is my time worth?  I spent nearly 6 hours of my time 'troubleshooting' this installation and am now left with repairs to be made to my home.I originally requested the full amount charged to be waived; however, am agreeing to pay half of the bill - $140.05 to provide partial cost coverage for the install and service call.  The pick up of the radio equipment came with less than 30 minutes notice and was because Adam was in the area.
Regards,
[redacted]