As you mention in your complaint we do not own the coolers. The "Junk" you were referring to was most likely some residual carbon dust from one of the new filters and either would have flushed out on it's own or could have been flushed out manually. Since you were not interested any resolutions you were offered a new cooler which you declined. The same way when you lease a car, the car dealer is responsible for service and the leasing company handles the financial end. I am sorry you did not feel our offer of a brand new cooler was sufficient and you decided to switch companies. As far as the removal of the cooler, it only required a ball valve be shut off, the tubing be removed or cut, and the cooler was free to be moved. It should take a total of 1 minute. (We have client's do it all the time when they are having floors cleaned or work done in their facilities.) I am sorry that after 6 1/2 years our service did not meet your expectations, but the decision to change vendors was yours... even though we had offered to exchange your cooler for a new one.
Hi [redacted],I am sorry for the problem you were having with your cooler. According to our records your cooler was originally installed 6 1/2 years ago on 5/9/11. Your company renewed it's lease 4/20/16. When you were having the problems in September of this year so we offered to swap out the cooler for a...
new one and to service your cooler every six months. Based on your previous usage, we had been servicing your cooler once every 12 months for the past 7 1/2 years. On 9/25/17 you instructed [redacted] to just have the cooler removed even though you had about 3 1/2 years left on your lease. I would like to offer you with a new cooler, free of charge, for the next 5 years and have it serviced every six months. If is not satisfactory to you, please feel free to call me anytime at our office so we can discuss this further..... Thanks, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
We did not want a new cooler because that was a NEW COOLER recently swapped out by your team. It was swapped out because the old cooler did the same thing so your team gave us a "new cooler" and it still happened. Regardless, the customer should always be happy and not have to try and negotiate with faulty equipment. The bottom line is, we are not happy and second, you should never send people directions on removing the cooler themselves because that is your job and you are getting paid to do it, end of story. We offered $1,000.00 towards the contract for a cooler that wasn't working to our satisfaction and you wouldn't budge. To your car dealership reference, this isn't a [redacted], it's a water cooler. Seems silly, huh! We have been great customers for a long time and would like a full refund.
Regards,
[redacted]
As you mention in your complaint we do not own the coolers. The "Junk" you were referring to was most likely some residual carbon dust from one of the new filters and either would have flushed out on it's own or could have been flushed out manually. Since you were not interested any resolutions you were offered a new cooler which you declined. The same way when you lease a car, the car dealer is responsible for service and the leasing company handles the financial end. I am sorry you did not feel our offer of a brand new cooler was sufficient and you decided to switch companies. As far as the removal of the cooler, it only required a ball valve be shut off, the tubing be removed or cut, and the cooler was free to be moved. It should take a total of 1 minute. (We have client's do it all the time when they are having floors cleaned or work done in their facilities.) I am sorry that after 6 1/2 years our service did not meet your expectations, but the decision to change vendors was yours... even though we had offered to exchange your cooler for a new one.
Hi [redacted],I am sorry for the problem you were having with your cooler. According to our records your cooler was originally installed 6 1/2 years ago on 5/9/11. Your company renewed it's lease 4/20/16. When you were having the problems in September of this year so we offered to swap out the cooler for a...
new one and to service your cooler every six months. Based on your previous usage, we had been servicing your cooler once every 12 months for the past 7 1/2 years. On 9/25/17 you instructed [redacted] to just have the cooler removed even though you had about 3 1/2 years left on your lease. I would like to offer you with a new cooler, free of charge, for the next 5 years and have it serviced every six months. If is not satisfactory to you, please feel free to call me anytime at our office so we can discuss this further..... Thanks, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
We did not want a new cooler because that was a NEW COOLER recently swapped out by your team. It was swapped out because the old cooler did the same thing so your team gave us a "new cooler" and it still happened. Regardless, the customer should always be happy and not have to try and negotiate with faulty equipment. The bottom line is, we are not happy and second, you should never send people directions on removing the cooler themselves because that is your job and you are getting paid to do it, end of story. We offered $1,000.00 towards the contract for a cooler that wasn't working to our satisfaction and you wouldn't budge. To your car dealership reference, this isn't a [redacted], it's a water cooler. Seems silly, huh! We have been great customers for a long time and would like a full refund.
Regards,
[redacted]