We have done everything possible to resolve this issueMatt S [redacted] personally hand delivered the service orders of the applications that were completed at the time to the [redacted] office.Brad J [redacted] and Matt S [redacted] handed [redacted] the [redacted] account manager the remaining “tech field service orders” when he brought in payment in the form of several checks to our office.We also emailed [redacted] the tech information out of our system which includes the technicians name, date of the application, product names and amount of product used on each locationWe have recently discovered that this is the same tactic [redacted] used on another Denver company [redacted] ***We’ve since merged with [redacted] *** and found out this tactic landed [redacted] in court, where they lost.Within the unpaid invoices are orders for a tree removal and stump grinding [redacted] tried to tell us that the invoice is not proof that we actually were the company that cut down the treeSeriously.We are and always have been in compliance with the State requirementsOur company does thousands of applications with other maintenance companies who have never registered a complaint with our process.We are assuming [redacted] has filed this complaint to the Revdex.com because they have been contacted by our collection agency
The Landscape Care Consultant, [redacted] , who sold the services last year, contacted [redacted] *** He explained that the estimate document originally given to him last year when he authorized services, indicates that we do continuing service unless the customer asks us to make all services Recommended Therefore, our technicians went out and completed two services in the past week totalling $in charges The majority of our customers like this automatic service so their lawn and landscape are handled each year We guarantee 100% satisfaction so of course we would make it right [redacted] apologized to the customer about the misunderstanding and we are crediting both services so there is nothing due on this account We have also made his account Continuing Service=NO so any service he requests in the future will need to be authorized by him per year Customer appreciated the response and the resolution We consider this complaint now closed and customer is happy and hopefully with continue to use Swingle services in the future
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 Sincerely, [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 Sincerely, [redacted] ***
Complaint: ***
I am rejecting this response because: We paid this account in full per the information that was provided to us by Swingle as they were threatening lawsuits and so on. to us this is not worth the cost it would be to go to court nor is it worth the time and effort that would have to be put into this by our staff when we are coming up on our busy season we still argue the validity of all of the invoices issued as they are still unable or unwilling to provide the documentation for these invoices. However all other invoices that we paid during the year they documentation was provided to us as per our agreement prior to onset of doing business with Swingle All we would still like is the field service order which is completed in the field by the technician at the time of service, which were provided to all of the invoices except the ones in question. But they refuse to provide anything but a computer generated form which does not show the work was physically done. and was agreed upon prior to starting any properties and work
Sincerely,
*** *** Inc
We had a phone recording of the call where the customer authorized the service to our inside sales team. To resolve the issue quickly, communication was made between Mr*** and our Director of Sales, *** ***. The resolution is the split the cost of the service which was
agreed to by Mr***. We have been doing this service for him for many, many years and could not understand why he felt it had not been authorized. He is still a well respected customer of ours, so splitting the bill to solve the problem is the right answer. Credit is being created and customer should be happy. Therefore, we hope this shows that the issue has been resolved to satisfaction on both sides. Email communication during past few days: ***, Yes, I would consider splitting the cost *** *** ***, In lieu of trying to calculate out the cost of the chemicals based on usage would you be comfortable with splitting the cost with us? If you do choose to stick with us I would ask you do not authorize the service unless you choose to have it completed. Our call first notification we completed one week in advance was the heads up we were coming and we don’t require a verbal confirmation unless specifically requested Let me know your thoughts and I will credit the account *** ***, As I told the Revdex.com that because this process was a month earlier than the last 3-years and I never receive a call to notify me that I would be willing to pay for the cost of the chemicals, so you would not be completely out and I did get the trees sprayedBut I won't pay for the laborI believe that is fair and besides you also loose a customer Thanks *** *** I’m sorry you feel that you did not authorize the MPB spray we completed last week I’ve attached the phone call you had earlier in the season with one of our staff regarding the spray and I suspect you will see why we believed you authorized the service Please review the phone call and let me know what you feel is fair and reasonable relative to discounting the service Regards, *** C***
The Landscape Care Consultant, *** ***, who sold the services last year, contacted *** ***. He explained that the estimate document originally given to him last year when he authorized services, indicates that we do continuing service unless the customer asks us to make all
services Recommended. Therefore, our technicians went out and completed two services in the past week totalling $in charges. The majority of our customers like this automatic service so their lawn and landscape are handled each year. We guarantee 100% satisfaction so of course we would make it right. *** apologized to the customer about the misunderstanding and we are crediting both services so there is nothing due on this account. We have also made his account Continuing Service=NO so any service he requests in the future will need to be authorized by him per year. Customer appreciated the response and the resolution. We consider this complaint now closed and customer is happy and hopefully with continue to use Swingle services in the future
Initial Business Response /* (1000, 5, 2015/08/31) */
We are well aware of the issues with *** ***'s trees and our Director of Operations, *** ***, will be contacting her this week to discuss resolution optionsThe number she called is our main corporate number and applies to all
departments including our Arborists which *** *** is certified as wellMore details will be sent by end of week after the discussion to help close this complaint
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Swingle came out yesterday 9/1/with two qualified people to address my issues with the treesWhile the follow up has not been set up- I believe at this time my issues will be resolved
Swingle is bound by Colorado law for any utility locates prior to digging into the ground on any service. The locates were ordered to be completed by 6/7/- when our crews went to the location, we found that the utility locate had NOT been completed so we could not do the
job. *** and *** both confirmed okay to do, but XCel sent message of "see marks on site" but the locate did not happen and no flags or markings were visible at the property. We reordered the locate again to be completed by 6/14/through Utili***. Customer called and cancelled the service through us before we could come back on site even though the job would have been done that same week. We apologize to the customer that this happened, but feel that our hands were tied due to the utility company and Colorado law. Because we respect the law and the overall safety of our crews and our customers, we would not complete the job as re***ed. Again, we are sorry for the inconvenience the customer experienced, but hope they understand our situation we were under where we cannot put our employees at risk. We have talked with the vendors regarding this customer and others, and they are in the situation where they cannot always meet deadlines which caused us to lose the business. If the customer wishes to talk with us directly, please feel free to have her call our Operations Executive Manager, *** *** at ###-###-####. Not sure of any other type of resolution we can provide at this time
Having our company sold and merged a few months ago, we are still working our way through the proposal/renewal process from the old Swingle system and are disappointed in ourselves when these errors are found With a new software package , we dropped the ball on cancelling the service when we
were notified by Ms***Please be assured that the credit was applied, the account is $due with no active services. The customer has also been changed to non-continuous. We apologize for the error and hope the customer will give us the opportunity to service them again in the future
We have done everything possible to resolve this issue. Matt S*** personally hand delivered the service orders of the applications that were completed at the time to the *** *** office.Brad J*** and Matt S*** handed *** *** the *** *** account manager the
remaining “tech field service orders” when he brought in payment in the form of several checks to our office.We also emailed *** *** the tech information out of our system which includes the technicians name, date of the application, product names and amount of product used on each locationWe have recently discovered that this is the same tactic *** *** used on another Denver company *** *** ***We’ve since merged with *** *** and found out this tactic landed *** *** in court, where they lost.Within the unpaid invoices are orders for a tree removal and stump grinding*** *** tried to tell us that the invoice is not proof that we actually were the company that cut down the treeSeriously.We are and always have been in compliance with the State requirementsOur company does thousands of applications with other maintenance companies who have never registered a complaint with our process.We are assuming *** *** has filed this complaint to the Revdex.com because they have been contacted by our collection agency
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.
Sincerely,
[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.
Sincerely,
[redacted]
We have done everything possible to resolve this issueMatt S [redacted] personally hand delivered the service orders of the applications that were completed at the time to the [redacted] office.Brad J [redacted] and Matt S [redacted] handed [redacted] the [redacted] account manager the remaining “tech field service orders” when he brought in payment in the form of several checks to our office.We also emailed [redacted] the tech information out of our system which includes the technicians name, date of the application, product names and amount of product used on each locationWe have recently discovered that this is the same tactic [redacted] used on another Denver company [redacted] ***We’ve since merged with [redacted] *** and found out this tactic landed [redacted] in court, where they lost.Within the unpaid invoices are orders for a tree removal and stump grinding [redacted] tried to tell us that the invoice is not proof that we actually were the company that cut down the treeSeriously.We are and always have been in compliance with the State requirementsOur company does thousands of applications with other maintenance companies who have never registered a complaint with our process.We are assuming [redacted] has filed this complaint to the Revdex.com because they have been contacted by our collection agency
The Landscape Care Consultant, [redacted] , who sold the services last year, contacted [redacted] *** He explained that the estimate document originally given to him last year when he authorized services, indicates that we do continuing service unless the customer asks us to make all services Recommended Therefore, our technicians went out and completed two services in the past week totalling $in charges The majority of our customers like this automatic service so their lawn and landscape are handled each year We guarantee 100% satisfaction so of course we would make it right [redacted] apologized to the customer about the misunderstanding and we are crediting both services so there is nothing due on this account We have also made his account Continuing Service=NO so any service he requests in the future will need to be authorized by him per year Customer appreciated the response and the resolution We consider this complaint now closed and customer is happy and hopefully with continue to use Swingle services in the future
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 Sincerely, [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 Sincerely, [redacted] ***
Complaint: ***
I am rejecting this response because: We paid this account in full per the information that was provided to us by Swingle as they were threatening lawsuits and so on. to us this is not worth the cost it would be to go to court nor is it worth the time and effort that would have to be put into this by our staff when we are coming up on our busy season we still argue the validity of all of the invoices issued as they are still unable or unwilling to provide the documentation for these invoices. However all other invoices that we paid during the year they documentation was provided to us as per our agreement prior to onset of doing business with Swingle All we would still like is the field service order which is completed in the field by the technician at the time of service, which were provided to all of the invoices except the ones in question. But they refuse to provide anything but a computer generated form which does not show the work was physically done. and was agreed upon prior to starting any properties and work
Sincerely,
*** *** Inc
We had a phone recording of the call where the customer authorized the service to our inside sales team. To resolve the issue quickly, communication was made between Mr*** and our Director of Sales, *** ***. The resolution is the split the cost of the service which was
agreed to by Mr***. We have been doing this service for him for many, many years and could not understand why he felt it had not been authorized. He is still a well respected customer of ours, so splitting the bill to solve the problem is the right answer. Credit is being created and customer should be happy. Therefore, we hope this shows that the issue has been resolved to satisfaction on both sides. Email communication during past few days: ***, Yes, I would consider splitting the cost *** *** ***, In lieu of trying to calculate out the cost of the chemicals based on usage would you be comfortable with splitting the cost with us? If you do choose to stick with us I would ask you do not authorize the service unless you choose to have it completed. Our call first notification we completed one week in advance was the heads up we were coming and we don’t require a verbal confirmation unless specifically requested Let me know your thoughts and I will credit the account *** ***, As I told the Revdex.com that because this process was a month earlier than the last 3-years and I never receive a call to notify me that I would be willing to pay for the cost of the chemicals, so you would not be completely out and I did get the trees sprayedBut I won't pay for the laborI believe that is fair and besides you also loose a customer Thanks *** *** I’m sorry you feel that you did not authorize the MPB spray we completed last week I’ve attached the phone call you had earlier in the season with one of our staff regarding the spray and I suspect you will see why we believed you authorized the service Please review the phone call and let me know what you feel is fair and reasonable relative to discounting the service Regards, *** C***
The Landscape Care Consultant, *** ***, who sold the services last year, contacted *** ***. He explained that the estimate document originally given to him last year when he authorized services, indicates that we do continuing service unless the customer asks us to make all
services Recommended. Therefore, our technicians went out and completed two services in the past week totalling $in charges. The majority of our customers like this automatic service so their lawn and landscape are handled each year. We guarantee 100% satisfaction so of course we would make it right. *** apologized to the customer about the misunderstanding and we are crediting both services so there is nothing due on this account. We have also made his account Continuing Service=NO so any service he requests in the future will need to be authorized by him per year. Customer appreciated the response and the resolution. We consider this complaint now closed and customer is happy and hopefully with continue to use Swingle services in the future
Initial Business Response /* (1000, 5, 2015/08/31) */
We are well aware of the issues with *** ***'s trees and our Director of Operations, *** ***, will be contacting her this week to discuss resolution optionsThe number she called is our main corporate number and applies to all
departments including our Arborists which *** *** is certified as wellMore details will be sent by end of week after the discussion to help close this complaint
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Swingle came out yesterday 9/1/with two qualified people to address my issues with the treesWhile the follow up has not been set up- I believe at this time my issues will be resolved
Swingle is bound by Colorado law for any utility locates prior to digging into the ground on any service. The locates were ordered to be completed by 6/7/- when our crews went to the location, we found that the utility locate had NOT been completed so we could not do the
job. *** and *** both confirmed okay to do, but XCel sent message of "see marks on site" but the locate did not happen and no flags or markings were visible at the property. We reordered the locate again to be completed by 6/14/through Utili***. Customer called and cancelled the service through us before we could come back on site even though the job would have been done that same week. We apologize to the customer that this happened, but feel that our hands were tied due to the utility company and Colorado law. Because we respect the law and the overall safety of our crews and our customers, we would not complete the job as re***ed. Again, we are sorry for the inconvenience the customer experienced, but hope they understand our situation we were under where we cannot put our employees at risk. We have talked with the vendors regarding this customer and others, and they are in the situation where they cannot always meet deadlines which caused us to lose the business. If the customer wishes to talk with us directly, please feel free to have her call our Operations Executive Manager, *** *** at ###-###-####. Not sure of any other type of resolution we can provide at this time
Having our company sold and merged a few months ago, we are still working our way through the proposal/renewal process from the old Swingle system and are disappointed in ourselves when these errors are found With a new software package , we dropped the ball on cancelling the service when we
were notified by Ms***Please be assured that the credit was applied, the account is $due with no active services. The customer has also been changed to non-continuous. We apologize for the error and hope the customer will give us the opportunity to service them again in the future
We have done everything possible to resolve this issue. Matt S*** personally hand delivered the service orders of the applications that were completed at the time to the *** *** office.Brad J*** and Matt S*** handed *** *** the *** *** account manager the
remaining “tech field service orders” when he brought in payment in the form of several checks to our office.We also emailed *** *** the tech information out of our system which includes the technicians name, date of the application, product names and amount of product used on each locationWe have recently discovered that this is the same tactic *** *** used on another Denver company *** *** ***We’ve since merged with *** *** and found out this tactic landed *** *** in court, where they lost.Within the unpaid invoices are orders for a tree removal and stump grinding*** *** tried to tell us that the invoice is not proof that we actually were the company that cut down the treeSeriously.We are and always have been in compliance with the State requirementsOur company does thousands of applications with other maintenance companies who have never registered a complaint with our process.We are assuming *** *** has filed this complaint to the Revdex.com because they have been contacted by our collection agency
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.
Sincerely,
[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.
Sincerely,
[redacted]