Americana Shores Homeowners Association

This message is in reply to the customer concern submitted 10/3/2017, ID number *** Customer service is of utmost priority to our company and we take customer complaints seriously and try to reach amicable solutions to customer problems in a timely manner. Our customer service
team maintains logs of all customer interactions and engages in communications with customers in a professional manner. Additionally, we maintain information on billing for our accounts. We have reviewed our records and hope to provide answers to each of the customer’s concerns as follows: Regarding creating grooves in the new asphalt drive the customer had installed in the Spring of this yearOn April 19, 2017, one of our Supervisors investigated the damage claim and found that repeated servicing of the front load container on a sloped drive which was covered with asphalt became damaged over time as asphalt began to slide downward under the weight of the truckThe supervisor also noted that the asphalt was three inches thick according to on site personnel and recently installed over gravelWe require a firm, stable driving surface to provide the services we are hired to performWe make clear to customers in our service agreements that we are not responsible for driving surface damages or corresponding subsurface damage resulting from the Contractor’s trucks accessing the Customer’s collection pointA copy of the signed agreement is attached (front and back), and it makes clear that we are not liable in this situationIt is also important to point out that when we began servicing the account, it was a gravel driveAfter service started, the customer installed asphalt which was insufficient for truck trafficWe were never advised the asphalt was insufficient for truck traffic, and we had no knowledge that any damage would occur Since the damages have occurred, the customer has moved the container to another location on the property that is better suited to truck trafficThe Kimble Sales Manager has discussed the issue with the customer via a phone call on Friday October 6, and let the customer know we are not responsible for the damages to their pavement The Sales Manager did however ask the customer to secure a quote for the repairs, and with a quote we could consider contributing to the repair cost as a good faith gestureAgain, we want to stress that we take customer service seriously, and do our utmost to substantiate complaints and to provide timely redress of company errors. Tell us why here