Alpine Lock & Safe

from: Alpine Lock to: "[email protected]" date: Tue, May 8, at 9:AMsubject: Response To ID # [redacted] To Whom It May Concern,I am writing to you with regards to a complaint submitted about our company with ID # [redacted] .First off, thank you very much for bringing this matter to our attention.? Alpine Lock & Safe has been in the Vail Valley for over years, including with our current owner and President.? I can assure you, we are always looking for ways to improve our customer service.? After reviewing the complaint, with the exception of a few details, the story is pretty accurate.? We failed to provide an estimate and did not inform the customer about our $minimum fee.? Yes, we do have a minimum fee of $labor for any work that is provided by our technician's out in the field.? We are very diligent in communicating that fee to our prospective and long standing customers.? We are a bit more lenient when it comes to work inside the office.? The technician who performed the service is generally out in the field and is used to charging minimum fee's.? We have addressed that with our technician so he now has a better understanding of how we address costs and fees inside the office.? I'm 99% confident that it will not happen again.Second of all, it has NEVER been nor will it EVER be a common practice of this company or it's employees to purposely mislead, take advantage of or be dishonest to any of our customers, new or current.? Our technician made a mistake!!!? We failed to communicate with the customer and for that we sincerely apologize.Lastly, this is a small valley and as I said we have been doing business for over years.? Obviously, we have been doing something right because we continue to gain business and grow as a company.? As a long time local business and the customer being a long time resident, we're shocked, honestly, that the customer did not come to our office and address this issue with either myself, our locksmith manager or the owner of the business.? This is a very tight knit community.? This could have been resolved so much quicker and easier.? With that being said, I have an envelope with our customer's name on it and $included.? Our customer is more than welcome to come by our office and pick it up at their convenience.? Again, we sincerely apologize for any inconvenience this may have caused.Respectfully Submitted,Wade S*Director of OperationsAlpine Lock and Safe [redacted]

from: Alpine Lock <[email protected]>to: "[email protected]" <[email protected]>date: Tue, May 8, 2018 at 9:10 AMsubject: Response To ID # [redacted] To Whom It May Concern,I am writing to you with regards to a complaint submitted about our company with ID # [redacted] .First... off, thank you very much for bringing this matter to our attention. Alpine Lock & Safe has been in the Vail Valley for over 45 years, including 11 with our current owner and President. I can assure you, we are always looking for ways to improve our customer service. After reviewing the complaint, with the exception of a few details, the story is pretty accurate. We failed to provide an estimate and did not inform the customer about our $45 minimum fee. Yes, we do have a minimum fee of $45 labor for any work that is provided by our technician's out in the field. We are very diligent in communicating that fee to our prospective and long standing customers. We are a bit more lenient when it comes to work inside the office. The technician who performed the service is generally out in the field and is used to charging minimum fee's. We have addressed that with our technician so he now has a better understanding of how we address costs and fees inside the office. I'm 99% confident that it will not happen again.Second of all, it has NEVER been nor will it EVER be a common practice of this company or it's employees to purposely mislead, take advantage of or be dishonest to any of our customers, new or current. Our technician made a mistake!!! We failed to communicate with the customer and for that we sincerely apologize.Lastly, this is a small valley and as I said we have been doing business for over 45 years. Obviously, we have been doing something right because we continue to gain business and grow as a company. As a long time local business and the customer being a long time resident, we're shocked, honestly, that the customer did not come to our office and address this issue with either myself, our locksmith manager or the owner of the business. This is a very tight knit community. This could have been resolved so much quicker and easier. With that being said, I have an envelope with our customer's name on it and $25 included. Our customer is more than welcome to come by our office and pick it up at their convenience. Again, we sincerely apologize for any inconvenience this may have caused.Respectfully Submitted,Wade S*Director of OperationsAlpine Lock and Safe [redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meI would like them to know I did in fact call back to see if we could resolve the matter since it seemed that there was a mistake made and over charged , that is when I was told about the minimum fee and the unwillingness to work this out over the phone I even told the Tech why wasn't I informed about this when I asked about the estimate?? This was in deed surprising sisnce this is a very small community to get that type of reactionI'm glad they will now make a point of giving an estimate when you ask for one before the work is done.
Regards, ***

from: Alpine Lock to: "[email protected]" date: Tue, May 8, at 9:AMsubject: Response To ID #***To Whom It May Concern,I am writing to you with regards to a complaint submitted about our company with ID #***.First
off, thank you very much for bringing this matter to our attention.? Alpine Lock & Safe has been in the Vail Valley for over years, including with our current owner and President.? I can assure you, we are always looking for ways to improve our customer service.? After reviewing the complaint, with the exception of a few details, the story is pretty accurate.? We failed to provide an estimate and did not inform the customer about our $minimum fee.? Yes, we do have a minimum fee of $labor for any work that is provided by our technician's out in the field.? We are very diligent in communicating that fee to our prospective and long standing customers.? We are a bit more lenient when it comes to work inside the office.? The technician who performed the service is generally out in the field and is used to charging minimum fee's.? We have addressed that with our technician so he now has a better understanding of how we address costs and fees inside the office.? I'm 99% confident that it will not happen again.Second of all, it has NEVER been nor will it EVER be a common practice of this company or it's employees to purposely mislead, take advantage of or be dishonest to any of our customers, new or current.? Our technician made a mistake!!!? We failed to communicate with the customer and for that we sincerely apologize.Lastly, this is a small valley and as I said we have been doing business for over years.? Obviously, we have been doing something right because we continue to gain business and grow as a company.? As a long time local business and the customer being a long time resident, we're shocked, honestly, that the customer did not come to our office and address this issue with either myself, our locksmith manager or the owner of the business.? This is a very tight knit community.? This could have been resolved so much quicker and easier.? With that being said, I have an envelope with our customer's name on it and $included.? Our customer is more than welcome to come by our office and pick it up at their convenience.? Again, we sincerely apologize for any inconvenience this may have caused.Respectfully Submitted,Wade S*Director of OperationsAlpine Lock and Safe*** *** ***
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from: Alpine Lock to: "[email protected]" date: Tue, May 8, 2018 at 9:10 AMsubject: Response To ID #[redacted]To Whom It May Concern,I am writing to you with regards to a complaint submitted about our company with ID #[redacted].First...

off, thank you very much for bringing this matter to our attention.  Alpine Lock & Safe has been in the Vail Valley for over 45 years, including 11 with our current owner and President.  I can assure you, we are always looking for ways to improve our customer service.  After reviewing the complaint, with the exception of a few details, the story is pretty accurate.  We failed to provide an estimate and did not inform the customer about our $45 minimum fee.  Yes, we do have a minimum fee of $45 labor for any work that is provided by our technician's out in the field.  We are very diligent in communicating that fee to our prospective and long standing customers.  We are a bit more lenient when it comes to work inside the office.  The technician who performed the service is generally out in the field and is used to charging minimum fee's.  We have addressed that with our technician so he now has a better understanding of how we address costs and fees inside the office.  I'm 99% confident that it will not happen again.Second of all, it has NEVER been nor will it EVER be a common practice of this company or it's employees to purposely mislead, take advantage of or be dishonest to any of our customers, new or current.  Our technician made a mistake!!!  We failed to communicate with the customer and for that we sincerely apologize.Lastly, this is a small valley and as I said we have been doing business for over 45 years.  Obviously, we have been doing something right because we continue to gain business and grow as a company.  As a long time local business and the customer being a long time resident, we're shocked, honestly, that the customer did not come to our office and address this issue with either myself, our locksmith manager or the owner of the business.  This is a very tight knit community.  This could have been resolved so much quicker and easier.  With that being said, I have an envelope with our customer's name on it and $25 included.  Our customer is more than welcome to come by our office and pick it up at their convenience.  Again, we sincerely apologize for any inconvenience this may have caused.Respectfully Submitted,Wade S[redacted]Director of OperationsAlpine Lock and Safe[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I would like them to know I did in fact call back to see if we could resolve the matter since it seemed that there was a mistake made and over charged , that is when I was told about the minimum fee and the unwillingness to work this out over the phone I even told the Tech why wasn't I informed about this when I asked about the estimate?? This was in deed surprising sisnce this is a very small community to get that type of reaction. I'm glad they will now make a point of giving an estimate when you ask for one before the work is done. 
Regards, [redacted]