In response to the service complaint we received on May 19th regarding the basement fire for [redacted] The complaint is accurate in a lot of ways...the original phone call came in on April after hours and yes, I called back immediately Knowing the insured had no power, no water, and a basement full of water I found it necessary to dispatch help immediately I apologize if it was not clear that the employees from Service Master were not affiliated with our agency or there insurance company Any agreements between Service Master and the insured would have been between them...I cannot explain why the pack up or any discarding of personal property took place without the customer on site...that would be a question for the vendor While it has proven true that the insurance carrier has a $30/day limitation on additional living expense, they have now sent a second check for $to cover the second month Quite frankly, the expectation is not to spend days in a hotel I've recently discussed the time delay with the insurance carrier, and it appears there is more extensive damage than I originally thought With that said, we handled this situation exactly like we've handled many others We took an after hours phone call, we dispatched help immediately, we placed coverage with a carrier who was the best fit for this insured In regards to the direct complaint that there is only coverage for $15,of personal property that is correct as well...I researched this matter as there is no doubt this is extremely low and verified that this was all the customer wanted...other options were presented that were declined If the insured has further issues regarding the disposal of items they should contact ServiceMaster directly
Regarding complaint ID#: [redacted] : This customer brought in his computer on 02/10/to have a hard drive replaced as his was fullWith the amount of data on his current hard drive, he needed a minimum of 500GB hard drive in order to keep all of his dataOur 500GB hard drives are $and they are new, not refurbishedThe other option we always recommend to our customers is the newer technology Solid State Drives (SSD), which run faster, cooler, and are far less prone to failure than traditional hard drivesThey are, however, more expensive, our 500GB Samsung SSD’s are $This option was offered to Mr [redacted] but being that it was considerably more expensive, he chose to go with the traditional hard drive insteadHis repair was completed and he was contacted on 02/12/to pick up his computerHe said he could not come in immediately because he did not have the $that was due yet He came in to pay and pick up his machine on 02/26/(attachment A)We were not made aware of any problems with his machine until his comment on our [redacted] post regarding SSD upgrade in progress, which he made on 03/30/(attachment B)Nowhere in this post do we say anything about SSD’s being $(attachment C)Our least expensive SSD is $for a 120GB SSD, which would not have worked for him as he needed 500GB of storage space for all his dataWe have never offered SSD’s for $so I’m not sure where the customer is getting this from, it is simply not true Even though Mr [redacted] was already outside of his 30-day hardware warranty before he brought the problem to our attention, the owner of our company, [redacted] ***, still messaged him via [redacted] and told him he was welcomed to bring it back in to have the faulty hard drive replaced, something we normally wouldn’t do once warranty period has expired but we wanted to make the customer happyThat being the case, Mr [redacted] continued to wait another month, not bringing his machine in until 04/28/15, now months out of warrantyHe came in demanding his money back and stating that [redacted] offered him an SSD upgrade for $ Again, simply not trueWe again offered to swap out the hard drive with a different NEW 500GB hard drive at no charge or that he could pay the $difference for SSDCustomer was not satisfied with this response and was intent on receiving an SSD which he did not pay for as he originally stated he could not afford it Mr [redacted] became irate and began screaming profanities at my employee and storming out of the storeHis contact info was referred to me to try to get the issue resolvedI called and left him a voicemail, not hearing back from him I called a second time but was still unable to reach himHis claims are ridiculous and unsubstantiated At this point we have made every attempt to resolve the issue and satisfy the customer but he refuses to accept the resolutions that we offerCustomer satisfaction is our number one priority at The OrchardWe stand by our policies and our service
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted] ***k man (I don't have his name)There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to doThe serial number of the SIM card did not match what [redacted] had on fileThere was no cost to this, but it was very puzzling to me why the SIM card was differentI merely suggested that it was accidentally switched as a possible explanationI did not mention the SIM card when I called because I wanted to talk to Parker in person about itI have not had good results getting a return phone call if I leave a complaint in the messageWhen I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cableWhen I arrived he did not want to work on the phone and only gave me a refund We were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experienceRefunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or trainingIt is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damageAs such you need to compensate us for the phoneIf you refuse, I will take you to court
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below THEY HAVE DELETED THE OFFER FOR THE SSD UPGRADETHIS BUSINESS IS COMPLETELY TAKING ADVANTAGE OF MENOT SATISFIED Regards, [redacted] ***
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted] ***k man (I don't have his name)There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to doThe serial number of the SIM card did not match what [redacted] had on fileThere was no cost to this, but it was very puzzling to me why the SIM card was differentI merely suggested that it was accidentally switched as a possible explanation.I did not mention the SIM card when I called because I wanted to talk to Parker in person about itI have not had good results getting a return phone call if I leave a complaint in the messageWhen I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cableWhen I arrived he did not want to work on the phone and only gave me a refundWe were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experienceRefunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or trainingIt is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damageAs such you need to compensate us for the phoneIf you refuse, I will take you to court
To whom it may concern:
This note is in response to the concerns brought by Mr*** * ***There have been ongoing conversations with Mr*** and quite a bit of time and effort placed on finding him solid solutions for his unique needsI feel we have gone above and beyond customer
service protocol for Mr*** and his business
As you can clearly see from the attached screenshot, Mr*** sent information for a Plymouth that he purchased for his businessHe was asked if he wanted to add it to his policy along with a second driverHe replied "yes to both"Nothing was added without his authorization
Pricing was sent as soon as it was received from his insurance carrierNo response to remove the voyager was received until 12/26/The request to remove the Plymouth was immediately sent to his carrier and Mr*** received a credit for that vehicle
The sole reason Mr***' policy cancelled was due to a missed payment in DecemberHis billing history shows a billing invoice was sent from his insurance carrier on 11/26/with a due date of 12/18/This was prior to endorsing the second vehicleNo payment was ever received
A cancellation notice was sent from the insurance carrier to Mr*** on 12/22/with a cancellation date of 01/05/We were able to negotiate a smaller premium to be paid by Mr*** to cover December through January and avoid cancellation, but still nothing was paid
There is a long list of emails, texts and conversation notes to verify this informationI'm sorry Mr*** believes we caused his issuesI think it's pretty clear we did notIn fact, I believe we went above and beyond to help himI have attempted to call Mr*** regarding his concerns to answer any further questionsI will be happy to speak with him at his earliest convenience and assist him in finding someone else to help with his needs
Thank you for your time
All the best,
*** * *** CIC
Alliance Insurance Centers LLC
When the customer came in to pick up their device our tech showed them the repaired phone and also made test calls and texts with them right in the store to demonstrate that all was working It did take us some time to get the correct part in and we own up to that but the rest of this
complaint is completely unfounded The issue with the SIM card is flat out false The customer never even mentioned it to us in their voicemail, google reviews or anywhere except this complaint and didn't bring it up in store either There is no way we mixed up the SIM card or told them to go to *** as that was the only iPhone 4s in the shop that day and we don't stock SIM cards so there was no way it could have gotten switched at all, they are completely making that up The phone was working for calls and texts when they left our store, we cannot be responsible for what the customer or their child may have done to it after leaving our store After this complaint customer brought the phone back in asking us to fix it again, still not mentioning any SIM card issue We informed the customer we'd rather just refund them their money and go our separate ways, we'd rather not do business with a customer that is going to make accusations against our techs Customer has been given full refund and that is the best and only solution we are willing to offer at this point
In response to the service complaint we received on May 19th regarding the basement fire for *** *** The complaint is accurate in a lot of ways...the original phone call came in on April after hours and yes, I called back immediately. Knowing the insured had no power, no
water, and a basement full of water I found it necessary to dispatch help immediately. I apologize if it was not clear that the employees from Service Master were not affiliated with our agency or there insurance company. Any agreements between Service Master and the insured would have been between them...I cannot explain why the pack up or any discarding of personal property took place without the customer on site...that would be a question for the vendor. While it has proven true that the insurance carrier has a $30/day limitation on additional living expense, they have now sent a second check for $to cover the second month. Quite frankly, the expectation is not to spend days in a hotel. I've recently discussed the time delay with the insurance carrier, and it appears there is more extensive damage than I originally thought. With that said, we handled this situation exactly like we've handled many others. We took an after hours phone call, we dispatched help immediately, we placed coverage with a carrier who was the best fit for this insured. In regards to the direct complaint that there is only coverage for $15,of personal property that is correct as well...I researched this matter as there is no doubt this is extremely low and verified that this was all the customer wanted...other options were presented that were declined. If the insured has further issues regarding the disposal of items they should contact ServiceMaster directly
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted]k man (I don't have his name). There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to do. The serial number of the SIM card did not match what [redacted] had on file. There was no cost to this, but it was very puzzling to me why the SIM card was different. I merely suggested that it was accidentally switched as a possible explanation.I did not mention the SIM card when I called because I wanted to talk to Parker in person about it. I have not had good results getting a return phone call if I leave a complaint in the message. When I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cable. When I arrived he did not want to work on the phone and only gave me a refund. We were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experience. Refunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or training. It is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damage. As such you need to compensate us for the phone. If you refuse, I will take you to court.
We have absolutely not deleted anything pertaining to the SSD upgrade, it is still on our [redacted] page here: [redacted]In case you are not familiar with [redacted] posts, when one creates a post, the public can always tell if it has been edited as it will have a little note under the title that says "edited" which is a link and anyone can click on that link and see the original post and view the entire edit history, as in this example: [redacted] Our SSD post has never been edited. We have never offered any SSD upgrade of any size for $99. For Mr. [redacted] to say that we ever did is a flat out lie. We also have not deleted our direct message to Mr. [redacted] (as seen in the attached screenshot) which urged him to bring in his laptop to be looked at, again, never offering SSD upgrade for $99. Again, Mr. [redacted] needs 500GB of storage to fit all of the files on his machine, so the only SSD that would work for his needs is a 500GB SSD, which is $328.99. Even IF we had run a special on SSD's for $99, which we never have, it would have only been the 120GB SSD which is nowhere near enough storage space for Mr. [redacted]. Mr. [redacted] chose to go with the more affordable option of a 500GB hard drive replacement originally. We have offered to replace that one for same size hard drive when we heard his complaint, even though it was out of warranty. He was not agreeable to that. From our perspective we have already bent over backwards to make this customer happy but at this point it seems that Mr. [redacted] is just trying to get a better product than what he was willing to pay for in the first place. He is trying to manipulate the system to his own advantage.Once again we stand by our services and policies. We will not offer the customer a refund.
To whom it may concern:
I will first reiterate that I provided proof of Mr. [redacted] request to add his second vehicle with my previous response to his complaint. I can provide proof that we responded immediately in cancelling that vehicle when it was requested and we made multiple attempts to try to help him continue his coverage.
We have a complete billing summary that shows Mr. [redacted] was sent a billing notice prior to the addition of the second vehicle and that bill in the amount of $227.62 was never paid. This is precisely what triggered the cancellation, not any subsequent changes to his policy. Had the bill been paid, there would not have been a cancellation on 01/05/2015.
After payment was not received, Mr. [redacted] was sent multiple reminders and a cancellation notice explicitly explaining what needed to be done to continue his policy. He had multiple conversations with myself and his carrier's billing representatives trying to help him make a payment before cancellation. Some of those with myself late in the evening while I was at home. There was indeed quite a bit of contact on this situation and concessions were made by the billing company.
That being said, we are willing to try to resolve this situation for Mr. [redacted] if he were to return our calls to the office. I have found replacement coverage for him and we will help him resolve the amount owed to his former carrier. I cannot do this through this venue. He would need to return our calls to our office.
Thank you and best regards,
[redacted] J. [redacted], CIC
Regarding complaint ID#: [redacted]: This customer brought in his computer on 02/10/15 to have a hard drive replaced as his was full. With the amount of data on his current hard drive, he needed a minimum of 500GB hard drive in order to keep all of his data. Our 500GB hard drives are $129.99 and they...
are new, not refurbished. The other option we always recommend to our customers is the newer technology Solid State Drives (SSD), which run faster, cooler, and are far less prone to failure than traditional hard drives. They are, however, more expensive, our 500GB Samsung SSD’s are $328.99. This option was offered to Mr. [redacted] but being that it was considerably more expensive, he chose to go with the traditional hard drive instead. His repair was completed and he was contacted on 02/12/15 to pick up his computer. He said he could not come in immediately because he did not have the $210.45 that was due yet. He came in to pay and pick up his machine on 02/26/15 (attachment A). We were not made aware of any problems with his machine until his comment on our [redacted] post regarding SSD upgrade in progress, which he made on 03/30/15 (attachment B). Nowhere in this post do we say anything about SSD’s being $99 (attachment C). Our least expensive SSD is $129.99 for a 120GB SSD, which would not have worked for him as he needed 500GB of storage space for all his data. We have never offered SSD’s for $99 so I’m not sure where the customer is getting this from, it is simply not true. Even though Mr. [redacted] was already outside of his 30-day hardware warranty before he brought the problem to our attention, the owner of our company, [redacted], still messaged him via [redacted] and told him he was welcomed to bring it back in to have the faulty hard drive replaced, something we normally wouldn’t do once warranty period has expired but we wanted to make the customer happy. That being the case, Mr. [redacted] continued to wait another month, not bringing his machine in until 04/28/15, now 2 months out of warranty. He came in demanding his money back and stating that [redacted] offered him an SSD upgrade for $99. Again, simply not true. We again offered to swap out the hard drive with a different NEW 500GB hard drive at no charge or that he could pay the $199 difference for SSD. Customer was not satisfied with this response and was intent on receiving an SSD which he did not pay for as he originally stated he could not afford it. Mr. [redacted] became irate and began screaming profanities at my employee and storming out of the store. His contact info was referred to me to try to get the issue resolved. I called and left him a voicemail, not hearing back from him I called a second time but was still unable to reach him. His claims are ridiculous and unsubstantiated. At this point we have made every attempt to resolve the issue and satisfy the customer but he refuses to accept the resolutions that we offer. Customer satisfaction is our number one priority at The Orchard. We stand by our policies and our service.
In response to the service complaint we received on May 19th regarding the basement fire for [redacted]
The complaint is accurate in a lot of ways...the original phone call came in on April 20 after hours and yes, I called back immediately. Knowing the insured had...
no power, no water, and a basement full of water I found it necessary to dispatch help immediately. I apologize if it was not clear that the employees from Service Master were not affiliated with our agency or there insurance company. Any agreements between Service Master and the insured would have been between them...I cannot explain why the pack up or any discarding of personal property took place without the customer on site...that would be a question for the vendor. While it has proven true that the insurance carrier has a $30/day limitation on additional living expense, they have now sent a second check for $900 to cover the second month. Quite frankly, the expectation is not to spend 60 days in a hotel. I've recently discussed the time delay with the insurance carrier, and it appears there is more extensive damage than I originally thought. With that said, we handled this situation exactly like we've handled many others. We took an after hours phone call, we dispatched help immediately, we placed coverage with a carrier who was the best fit for this insured. In regards to the direct complaint that there is only coverage for $15,000 of personal property that is correct as well...I researched this matter as there is no doubt this is extremely low and verified that this was all the customer wanted...other options were presented that were declined. If the insured has further issues regarding the disposal of items they should contact ServiceMaster directly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
THEY HAVE DELETED THE OFFER FOR THE SSD UPGRADE. THIS BUSINESS IS COMPLETELY TAKING ADVANTAGE OF ME. NOT SATISFIED.
Regards,
[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]
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted]k man (I don't have his name). There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to do. The serial number of the SIM card did not match what [redacted] had on file. There was no cost to this, but it was very puzzling to me why the SIM card was different. I merely suggested that it was accidentally switched as a possible explanation.
I did not mention the SIM card when I called because I wanted to talk to Parker in person about it. I have not had good results getting a return phone call if I leave a complaint in the message. When I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cable. When I arrived he did not want to work on the phone and only gave me a refund.
We were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experience. Refunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or training. It is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damage. As such you need to compensate us for the phone. If you refuse, I will take you to court.
In response to the service complaint we received on May 19th regarding the basement fire for [redacted] The complaint is accurate in a lot of ways...the original phone call came in on April after hours and yes, I called back immediately Knowing the insured had no power, no water, and a basement full of water I found it necessary to dispatch help immediately I apologize if it was not clear that the employees from Service Master were not affiliated with our agency or there insurance company Any agreements between Service Master and the insured would have been between them...I cannot explain why the pack up or any discarding of personal property took place without the customer on site...that would be a question for the vendor While it has proven true that the insurance carrier has a $30/day limitation on additional living expense, they have now sent a second check for $to cover the second month Quite frankly, the expectation is not to spend days in a hotel I've recently discussed the time delay with the insurance carrier, and it appears there is more extensive damage than I originally thought With that said, we handled this situation exactly like we've handled many others We took an after hours phone call, we dispatched help immediately, we placed coverage with a carrier who was the best fit for this insured In regards to the direct complaint that there is only coverage for $15,of personal property that is correct as well...I researched this matter as there is no doubt this is extremely low and verified that this was all the customer wanted...other options were presented that were declined If the insured has further issues regarding the disposal of items they should contact ServiceMaster directly
Regarding complaint ID#: [redacted] : This customer brought in his computer on 02/10/to have a hard drive replaced as his was fullWith the amount of data on his current hard drive, he needed a minimum of 500GB hard drive in order to keep all of his dataOur 500GB hard drives are $and they are new, not refurbishedThe other option we always recommend to our customers is the newer technology Solid State Drives (SSD), which run faster, cooler, and are far less prone to failure than traditional hard drivesThey are, however, more expensive, our 500GB Samsung SSD’s are $This option was offered to Mr [redacted] but being that it was considerably more expensive, he chose to go with the traditional hard drive insteadHis repair was completed and he was contacted on 02/12/to pick up his computerHe said he could not come in immediately because he did not have the $that was due yet He came in to pay and pick up his machine on 02/26/(attachment A)We were not made aware of any problems with his machine until his comment on our [redacted] post regarding SSD upgrade in progress, which he made on 03/30/(attachment B)Nowhere in this post do we say anything about SSD’s being $(attachment C)Our least expensive SSD is $for a 120GB SSD, which would not have worked for him as he needed 500GB of storage space for all his dataWe have never offered SSD’s for $so I’m not sure where the customer is getting this from, it is simply not true Even though Mr [redacted] was already outside of his 30-day hardware warranty before he brought the problem to our attention, the owner of our company, [redacted] ***, still messaged him via [redacted] and told him he was welcomed to bring it back in to have the faulty hard drive replaced, something we normally wouldn’t do once warranty period has expired but we wanted to make the customer happyThat being the case, Mr [redacted] continued to wait another month, not bringing his machine in until 04/28/15, now months out of warrantyHe came in demanding his money back and stating that [redacted] offered him an SSD upgrade for $ Again, simply not trueWe again offered to swap out the hard drive with a different NEW 500GB hard drive at no charge or that he could pay the $difference for SSDCustomer was not satisfied with this response and was intent on receiving an SSD which he did not pay for as he originally stated he could not afford it Mr [redacted] became irate and began screaming profanities at my employee and storming out of the storeHis contact info was referred to me to try to get the issue resolvedI called and left him a voicemail, not hearing back from him I called a second time but was still unable to reach himHis claims are ridiculous and unsubstantiated At this point we have made every attempt to resolve the issue and satisfy the customer but he refuses to accept the resolutions that we offerCustomer satisfaction is our number one priority at The OrchardWe stand by our policies and our service
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted] ***k man (I don't have his name)There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to doThe serial number of the SIM card did not match what [redacted] had on fileThere was no cost to this, but it was very puzzling to me why the SIM card was differentI merely suggested that it was accidentally switched as a possible explanationI did not mention the SIM card when I called because I wanted to talk to Parker in person about itI have not had good results getting a return phone call if I leave a complaint in the messageWhen I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cableWhen I arrived he did not want to work on the phone and only gave me a refund We were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experienceRefunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or trainingIt is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damageAs such you need to compensate us for the phoneIf you refuse, I will take you to court
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below THEY HAVE DELETED THE OFFER FOR THE SSD UPGRADETHIS BUSINESS IS COMPLETELY TAKING ADVANTAGE OF MENOT SATISFIED Regards, [redacted] ***
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted] ***k man (I don't have his name)There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to doThe serial number of the SIM card did not match what [redacted] had on fileThere was no cost to this, but it was very puzzling to me why the SIM card was differentI merely suggested that it was accidentally switched as a possible explanation.I did not mention the SIM card when I called because I wanted to talk to Parker in person about itI have not had good results getting a return phone call if I leave a complaint in the messageWhen I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cableWhen I arrived he did not want to work on the phone and only gave me a refundWe were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experienceRefunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or trainingIt is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damageAs such you need to compensate us for the phoneIf you refuse, I will take you to court
To whom it may concern:
This note is in response to the concerns brought by Mr*** * ***There have been ongoing conversations with Mr*** and quite a bit of time and effort placed on finding him solid solutions for his unique needsI feel we have gone above and beyond customer
service protocol for Mr*** and his business
As you can clearly see from the attached screenshot, Mr*** sent information for a Plymouth that he purchased for his businessHe was asked if he wanted to add it to his policy along with a second driverHe replied "yes to both"Nothing was added without his authorization
Pricing was sent as soon as it was received from his insurance carrierNo response to remove the voyager was received until 12/26/The request to remove the Plymouth was immediately sent to his carrier and Mr*** received a credit for that vehicle
The sole reason Mr***' policy cancelled was due to a missed payment in DecemberHis billing history shows a billing invoice was sent from his insurance carrier on 11/26/with a due date of 12/18/This was prior to endorsing the second vehicleNo payment was ever received
A cancellation notice was sent from the insurance carrier to Mr*** on 12/22/with a cancellation date of 01/05/We were able to negotiate a smaller premium to be paid by Mr*** to cover December through January and avoid cancellation, but still nothing was paid
There is a long list of emails, texts and conversation notes to verify this informationI'm sorry Mr*** believes we caused his issuesI think it's pretty clear we did notIn fact, I believe we went above and beyond to help himI have attempted to call Mr*** regarding his concerns to answer any further questionsI will be happy to speak with him at his earliest convenience and assist him in finding someone else to help with his needs
Thank you for your time
All the best,
*** * *** CIC
Alliance Insurance Centers LLC
When the customer came in to pick up their device our tech showed them the repaired phone and also made test calls and texts with them right in the store to demonstrate that all was working It did take us some time to get the correct part in and we own up to that but the rest of this
complaint is completely unfounded The issue with the SIM card is flat out false The customer never even mentioned it to us in their voicemail, google reviews or anywhere except this complaint and didn't bring it up in store either There is no way we mixed up the SIM card or told them to go to *** as that was the only iPhone 4s in the shop that day and we don't stock SIM cards so there was no way it could have gotten switched at all, they are completely making that up The phone was working for calls and texts when they left our store, we cannot be responsible for what the customer or their child may have done to it after leaving our store After this complaint customer brought the phone back in asking us to fix it again, still not mentioning any SIM card issue We informed the customer we'd rather just refund them their money and go our separate ways, we'd rather not do business with a customer that is going to make accusations against our techs Customer has been given full refund and that is the best and only solution we are willing to offer at this point
In response to the service complaint we received on May 19th regarding the basement fire for *** *** The complaint is accurate in a lot of ways...the original phone call came in on April after hours and yes, I called back immediately. Knowing the insured had no power, no
water, and a basement full of water I found it necessary to dispatch help immediately. I apologize if it was not clear that the employees from Service Master were not affiliated with our agency or there insurance company. Any agreements between Service Master and the insured would have been between them...I cannot explain why the pack up or any discarding of personal property took place without the customer on site...that would be a question for the vendor. While it has proven true that the insurance carrier has a $30/day limitation on additional living expense, they have now sent a second check for $to cover the second month. Quite frankly, the expectation is not to spend days in a hotel. I've recently discussed the time delay with the insurance carrier, and it appears there is more extensive damage than I originally thought. With that said, we handled this situation exactly like we've handled many others. We took an after hours phone call, we dispatched help immediately, we placed coverage with a carrier who was the best fit for this insured. In regards to the direct complaint that there is only coverage for $15,of personal property that is correct as well...I researched this matter as there is no doubt this is extremely low and verified that this was all the customer wanted...other options were presented that were declined. If the insured has further issues regarding the disposal of items they should contact ServiceMaster directly
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted]k man (I don't have his name). There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to do. The serial number of the SIM card did not match what [redacted] had on file. There was no cost to this, but it was very puzzling to me why the SIM card was different. I merely suggested that it was accidentally switched as a possible explanation.I did not mention the SIM card when I called because I wanted to talk to Parker in person about it. I have not had good results getting a return phone call if I leave a complaint in the message. When I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cable. When I arrived he did not want to work on the phone and only gave me a refund. We were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experience. Refunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or training. It is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damage. As such you need to compensate us for the phone. If you refuse, I will take you to court.
We have absolutely not deleted anything pertaining to the SSD upgrade, it is still on our [redacted] page here: [redacted]In case you are not familiar with [redacted] posts, when one creates a post, the public can always tell if it has been edited as it will have a little note under the title that says "edited" which is a link and anyone can click on that link and see the original post and view the entire edit history, as in this example: [redacted] Our SSD post has never been edited. We have never offered any SSD upgrade of any size for $99. For Mr. [redacted] to say that we ever did is a flat out lie. We also have not deleted our direct message to Mr. [redacted] (as seen in the attached screenshot) which urged him to bring in his laptop to be looked at, again, never offering SSD upgrade for $99. Again, Mr. [redacted] needs 500GB of storage to fit all of the files on his machine, so the only SSD that would work for his needs is a 500GB SSD, which is $328.99. Even IF we had run a special on SSD's for $99, which we never have, it would have only been the 120GB SSD which is nowhere near enough storage space for Mr. [redacted]. Mr. [redacted] chose to go with the more affordable option of a 500GB hard drive replacement originally. We have offered to replace that one for same size hard drive when we heard his complaint, even though it was out of warranty. He was not agreeable to that. From our perspective we have already bent over backwards to make this customer happy but at this point it seems that Mr. [redacted] is just trying to get a better product than what he was willing to pay for in the first place. He is trying to manipulate the system to his own advantage.Once again we stand by our services and policies. We will not offer the customer a refund.
To whom it may concern:
I will first reiterate that I provided proof of Mr. [redacted] request to add his second vehicle with my previous response to his complaint. I can provide proof that we responded immediately in cancelling that vehicle when it was requested and we made multiple attempts to try to help him continue his coverage.
We have a complete billing summary that shows Mr. [redacted] was sent a billing notice prior to the addition of the second vehicle and that bill in the amount of $227.62 was never paid. This is precisely what triggered the cancellation, not any subsequent changes to his policy. Had the bill been paid, there would not have been a cancellation on 01/05/2015.
After payment was not received, Mr. [redacted] was sent multiple reminders and a cancellation notice explicitly explaining what needed to be done to continue his policy. He had multiple conversations with myself and his carrier's billing representatives trying to help him make a payment before cancellation. Some of those with myself late in the evening while I was at home. There was indeed quite a bit of contact on this situation and concessions were made by the billing company.
That being said, we are willing to try to resolve this situation for Mr. [redacted] if he were to return our calls to the office. I have found replacement coverage for him and we will help him resolve the amount owed to his former carrier. I cannot do this through this venue. He would need to return our calls to our office.
Thank you and best regards,
[redacted] J. [redacted], CIC
Regarding complaint ID#: [redacted]: This customer brought in his computer on 02/10/15 to have a hard drive replaced as his was full. With the amount of data on his current hard drive, he needed a minimum of 500GB hard drive in order to keep all of his data. Our 500GB hard drives are $129.99 and they...
are new, not refurbished. The other option we always recommend to our customers is the newer technology Solid State Drives (SSD), which run faster, cooler, and are far less prone to failure than traditional hard drives. They are, however, more expensive, our 500GB Samsung SSD’s are $328.99. This option was offered to Mr. [redacted] but being that it was considerably more expensive, he chose to go with the traditional hard drive instead. His repair was completed and he was contacted on 02/12/15 to pick up his computer. He said he could not come in immediately because he did not have the $210.45 that was due yet. He came in to pay and pick up his machine on 02/26/15 (attachment A). We were not made aware of any problems with his machine until his comment on our [redacted] post regarding SSD upgrade in progress, which he made on 03/30/15 (attachment B). Nowhere in this post do we say anything about SSD’s being $99 (attachment C). Our least expensive SSD is $129.99 for a 120GB SSD, which would not have worked for him as he needed 500GB of storage space for all his data. We have never offered SSD’s for $99 so I’m not sure where the customer is getting this from, it is simply not true. Even though Mr. [redacted] was already outside of his 30-day hardware warranty before he brought the problem to our attention, the owner of our company, [redacted], still messaged him via [redacted] and told him he was welcomed to bring it back in to have the faulty hard drive replaced, something we normally wouldn’t do once warranty period has expired but we wanted to make the customer happy. That being the case, Mr. [redacted] continued to wait another month, not bringing his machine in until 04/28/15, now 2 months out of warranty. He came in demanding his money back and stating that [redacted] offered him an SSD upgrade for $99. Again, simply not true. We again offered to swap out the hard drive with a different NEW 500GB hard drive at no charge or that he could pay the $199 difference for SSD. Customer was not satisfied with this response and was intent on receiving an SSD which he did not pay for as he originally stated he could not afford it. Mr. [redacted] became irate and began screaming profanities at my employee and storming out of the store. His contact info was referred to me to try to get the issue resolved. I called and left him a voicemail, not hearing back from him I called a second time but was still unable to reach him. His claims are ridiculous and unsubstantiated. At this point we have made every attempt to resolve the issue and satisfy the customer but he refuses to accept the resolutions that we offer. Customer satisfaction is our number one priority at The Orchard. We stand by our policies and our service.
In response to the service complaint we received on May 19th regarding the basement fire for [redacted]
The complaint is accurate in a lot of ways...the original phone call came in on April 20 after hours and yes, I called back immediately. Knowing the insured had...
no power, no water, and a basement full of water I found it necessary to dispatch help immediately. I apologize if it was not clear that the employees from Service Master were not affiliated with our agency or there insurance company. Any agreements between Service Master and the insured would have been between them...I cannot explain why the pack up or any discarding of personal property took place without the customer on site...that would be a question for the vendor. While it has proven true that the insurance carrier has a $30/day limitation on additional living expense, they have now sent a second check for $900 to cover the second month. Quite frankly, the expectation is not to spend 60 days in a hotel. I've recently discussed the time delay with the insurance carrier, and it appears there is more extensive damage than I originally thought. With that said, we handled this situation exactly like we've handled many others. We took an after hours phone call, we dispatched help immediately, we placed coverage with a carrier who was the best fit for this insured. In regards to the direct complaint that there is only coverage for $15,000 of personal property that is correct as well...I researched this matter as there is no doubt this is extremely low and verified that this was all the customer wanted...other options were presented that were declined. If the insured has further issues regarding the disposal of items they should contact ServiceMaster directly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
THEY HAVE DELETED THE OFFER FOR THE SSD UPGRADE. THIS BUSINESS IS COMPLETELY TAKING ADVANTAGE OF ME. NOT SATISFIED.
Regards,
[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]
The last time we picked up the phone from The Orchard, my wife and my daughter picked it up from the tech, a [redacted]k man (I don't have his name). There were no test calls made as he informed them that we would have to contact [redacted] to give them the new SIM card number, which I did have to do. The serial number of the SIM card did not match what [redacted] had on file. There was no cost to this, but it was very puzzling to me why the SIM card was different. I merely suggested that it was accidentally switched as a possible explanation.
I did not mention the SIM card when I called because I wanted to talk to Parker in person about it. I have not had good results getting a return phone call if I leave a complaint in the message. When I talked to Parker I told him what was wrong and I was bringing it back in for repair since it had a new problem after they replaced the damaged cable. When I arrived he did not want to work on the phone and only gave me a refund.
We were told that the tech that worked on the phone was a trainee and I assume that is why we have had such a bad experience. Refunding the original repair cost does not fix the situation, as we have a permanently damaged phone due to your tech's lack of skill or training. It is your reponsibility to ensure your techs are properly trained and supervised to prevent unintended damage. As such you need to compensate us for the phone. If you refuse, I will take you to court.