America's Finest Fire Protection

Regarding: ID # [redacted] ( [redacted] )Dear [redacted] ***,Thank you for your concerns regarding the extinguisher service you had received by ourtechnicianIt is our -number one priority to retain as much feedback from our customers so we may improveour customer service skillsAll concerns are handled with our undivided attention and will assure you willhave it resolved.On January 28, we received a call from "***" at 10:am from our call centerI then triedto return her call at the number she provided me (714) [redacted] ) on January 29, at 1:pm, but"***" was not in for the dayI then tried to call again on February the 3, at 2:42pm and "***" wasnot inAll calls are recorded into the system and we or our call center could not locate a call from you(" [redacted] ***).In further investigating your account, I was informed the technician was in the area providingother current customer extinguisher serviceAs the technician had completed his service, he had tried toexpand his rout and pick up new customersAs would any company would do so.On the invoice signed at the time of service we indicate the price (**MINIMUM CREDITBILLING AMOUNT $42.50**) of service clearly in bold letters I numbers at the bottom of the invoicejust above the area the owner (" [redacted] ***") signed authorizing services to be rendered (please find a copy ofthe original invoice signed at the time of service)Now, there is a transportation fee of $due to thegas prices, but we will waive the fee ($15.00) for youThe new balance will be $and you will find arevised invoice following this letter.Once again I would like to than.lc you for your time and patience regarding this matter and hope the 'best for you and your company! If you should have any further questions please contact us at theinformation listed below.·Sincerely, [redacted] Accounts ReceivableAmerica's Finest Fire Protection

Dear Mr ***,Thank you for your concerns regarding the extinguisher service you had received by our technicianIt is our number one priority to retain as much feedback from our customers so we may improve our customer service skillsAll concerns are handled with our undivided attention and will
assure you will have it resolved.To clarify your statement "They coerce an employee to sign a form that seeks their approval”, at no time would our technicians "coerce” any employee/companyThis is not our way of acquiring customersEach technician wears a uniform (T- shirt, Jeans or slacks) with the company logo and name large enough to show where he is fromIf the service was not wanted or denied the technician would have gladly walked away or would have came back at a more convenient timeOur service technician is a professional technician and was there to keep your location certified and up to date so you are not penalized by the fire departmentWe have been servicing your location since "2014” and invoices have been paidNow, if your staffemployee misunderstood the technician I do apologize for their misunderstanding.Doing a little bit more research we found a call in the system to set up service for your locations (call)A call came in by *** *** on February of at 1:pm requesting extinguisher service for all of your locationsYour account was placed on an automatic route so we are sure your location will not be penalizedWe dispatched the technician out and it has been the same technician each yearI am not sure why you would assume we would randomly send a technician out and provide free serviceThe 2" call we received was October 18" of 2016, now informing us we are not under any contract and no authorization had been given for any type of serviceSir, we are only providing you service because it was requestedYou made a statement; "when you call to complain they say a manager will call back but they don't call”I am not sure if you remember our conversation on the very same day of your second call (October 18" of 2016) at 4:PM, but I personally called you back, when you answered I stated; "hello, this is *** from America's Fines Fire'I am baffled that you would state; “Did not give a name'I then tried to explain the service to you, but you didn't allow me to get a word in.I would like to address your concerns regarding our call centerYes, we do have a call center (just as doctors do and other businesses) because we do have technicians out in the field and are not available to answer the phones at all times, so we did hire a call center so you do reach a live person and not just a machine or no answer at allAll calls are recorded and entered into the system, so a follcall can be placed to our customersYou may have called in the past, but refused to leave a message or our call center may have entered your information wrong in our system (we apologize if this may have happened).You will find your zero balance behind this letter and once again I would like to thank you for your time and patience regarding this matter and hope the best for you and your companyIf you should have any further questions please contact us at the information listed below.Sincerely,*** *** Customer Service Department America's Finest Fire Protection