Artic Cold Caps

Thank you for taking the time to communicate to us the complaint that was submitted on 10/25/Assigned ID [redacted] and why our service did not meet the expectations of a valued customerWe have taken the following action to address the customers’ needs and provide the best solution available to resolve this issue as soon as possibleAccording to our records the rental equipment was received back at Arctic Cold Caps headquarters on 6/20/17, since the rental equipment was not in our possession [redacted] was billed on her billing dateAlthough we acted in accordance with our terms and conditions listed below, we have issued the following credits: $was issued to her Credit Card on file and the customer was mailed another check in the amount of $todayTherefore giving [redacted] the full credit for the month of JuneSince the equipment did not arrive before the next billing period, which was June 18th, and was not available to rent to another customer, our accounting system automatically billed the customers’ account for the monthly rental feeSection of our rental agreement states: There is a minimum Rental Charge of one month ($379) if the equipment is returned to the Arctic Cold Caps Headquarters within days, or less from the time the order is placed, even if the delivery of the equipment is refused once it has been orderedFor rentals of days or more, a credit of ½ of the monthly rental charge will be credited to Customer if the equipment arrives at the Arctic Cold Caps Headquarters within days after the last month’s charges were billed to CustomerNo pro-rated credit will be issued if the equipment arrives days or more after the last billing periodWe only acted in accordance with our company guidelines [redacted] has been issued a check for $189.50, which will be mailed out todayShe was already credited the amount of $previously that she was entitled toThis additional payment constitutes a full refund for the month of June and her account is being treated as if her equipment had arrived at our facility prior to its due dateAlthough it is sometimes difficult to make customers understand that when a rented item is not returned on time, additional rental charges will applyWhether one rents a car, tools, or any other type of equipment, if it is not returned on time, the customer will be liable for additional chargesWe will be in contact with [redacted] in the coming days to make our best attempt in regaining her confidence in our companyAgain , we highly appreciate your feedback as it will assist us in becoming better at what we doAs with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customerIt’s our goal to create awareness and help as many cancer patients as possible have a better quality of lifeThank you, Theresa R [redacted] Arctic Cold Caps

Thank you for taking the time to communicate to us the complaint that was submitted on 10/25/17 Assigned ID [redacted] and why our service did not meet the expectations of a valued customer. We have taken the following action to address the customers’ needs and provide the best solution...

available to resolve this issue as soon as possible. According to our records the rental equipment was received back at Arctic Cold Caps headquarters on 6/20/17, since the rental equipment was not in our possession [redacted] was billed on her billing date. Although we acted in accordance with our terms and conditions listed below, we have issued the following credits: $189.50 was issued to her Credit Card on file and the customer was mailed another check in the amount of $189.50 today. Therefore giving [redacted] the full credit for the month of June. Since the equipment did not arrive before the next billing period, which was June 18th, 2017 and was not available to rent to another customer, our accounting system automatically billed the customers’ account for the monthly rental fee. Section 5 of our rental agreement states: There is a minimum Rental Charge of one month ($379) if the equipment is returned to the Arctic Cold Caps Headquarters within 30 days, or less from the time the order is placed, even if the delivery of the equipment is refused once it has been ordered. For rentals of 30 days or more, a credit of ½ of the monthly rental charge will be credited to Customer if the equipment arrives at the Arctic Cold Caps Headquarters within 2 days after the last month’s charges were billed to Customer. No pro-rated credit will be issued if the equipment arrives 3 days or more after the last billing period. We only acted in accordance with our company guidelines. [redacted] has been issued a check for $189.50, which will be mailed out today. She was already credited the amount of $189.50 previously that she was entitled to. This additional payment constitutes a full refund for the month of June and her account is being treated as if her equipment had arrived at our facility prior to its due date. Although it is sometimes difficult to make customers understand that when a rented item is not returned on time, additional rental charges will apply. Whether one rents a car, tools, or any other type of equipment, if it is not returned on time, the customer will be liable for additional charges. We will be in contact with [redacted] in the coming days to make our best attempt in regaining her confidence in our company. Again , we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to create awareness and help as many cancer patients as possible have a better quality of life. Thank you, Theresa R[redacted] Arctic Cold Caps