Audio Dimensions, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:If the customer service received from said employee is a direct reflection of the company, then perhaps they shouldn’t be in the customer service industry. Regards,
*** ***

This customer was having their hot water heater installed using coverage from their home warranty company.  Once the home warranty company determines that the heater is covered under the customers policy, and approved for replacement, the home warranty company orders the hot water heater....

 We do not order the heater, we only pick it up once it is ordered.  This customer unfortunately was caught in the middle between their home warranty company, the supply house and us.  The wrong heater was ordered.   We don't know what the customer is talking about when he says that the heater was ready for pick up "today" (or what day "today" was?).  If it was available sooner than what we were told, the warranty company never communicated that to us.  We called him as soon as we knew of the delay, and advised him of when the installation would be, based on the knowledge that we had on-hand and the information that were given from the supply house and from the home warranty company.  We would have no motivation to reschedule an appointment for no reason, since reschedules wreck havoc with the rest of the schedule and set off a chain reaction among many customers.  If we had the heater available, we would have scheduled it as soon as possible.  No one was intentionally lying to this customer.

We stand by our assertion that the wrong water heater was ordered and that we were not aware of it.  We further stand by our assertion that we notified this customer as soon as we knew, and that we made arrangements to install the heater as soon as possible.  If this customer was on a conference call with the warranty company, the supply house, and himself, it would have been helpful for us to be part of that conversation-- or for someone to let us know that this conversation took place.  If we had been included on this 3-way conference call, or informed of its occurrence, this matter could have been straightened sooner.  As stated earlier, we do not order the heaters and heaters are (on occasion) ordered incorrectly by the warranty company.   As I stated earlier, we would have *NO MOTIVATION* to intentionally lie or mislead a customer about whether or not his heater has been ordered.  It does *not* benefit us in any way to reschedule or delay water heater installations. As for this other new issue about the lawn, this is the first time (since June) that this customer has mentioned anything about his lawn to us.  If there was an issue, we will investigate it and make the appropriate repairs to his lawn.

While conducting a routine audit of our accounts receivables, this account was flagged as being potentially unpaid.  Because we understand that occasionally errors can be made when customer give checks to service technicians, we called the customer to verify if she had any record of payment...

being made.    When  we politely asked if she could provide us with a copy of her canceled check, she became belligerent-- in a way that is typical of people who have not actually paid their past debts.  When she asked us what we would do about it, if she refused to provide us with a copy, she was informed that this would be escalated to a higher level of customer service representative.    This customer was not threatened with collections.

Date: Mon, Feb 12, 2018 at 6:43 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] Our response is as follows:This customer was sent to collections because she did not pay her services due, after repeated attempts to collect from her.  It was only...

after sending her file to a collections agency that she repaid us.   We cannot be held responsible for a credit drop that resulted in her failure to repay us on time.   If she would like to dispute the reporting, she should probably contact the collections agency itself – or submit a dispute the credit reporting bureaus.  We have no control over what gets put on someone’s credit report as a result of collections attempts.  To date, we have not heard from any credit bureaus, or from the collections agency itself, on this matter.Maritza

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Please find the attachment that shows payment in full for my services within 30 days of my invoice.  The remaining 100.00 sent to collections by you around March 2017 was paid in full on 12/28/16.  You graciously sent me the receipt.  Because of your unorganized receivables and billing records, YOU wrongfully sent me to collections.  This is horrible business practice that resulted in my 80 point credit drop.Thankfully my credit score is now updated because Anna from your billing dept. erased the erroneous collections claim around October 2017 after investigating the service payment and pulling up the same receipt I am sharing with you today.
Regards,
[redacted]

Date: Mon, Feb 12, 2018 at 7:04 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: Revdex.com Our response in this case is as follows:We regret that this customer had an unfortunate...

interaction with one of our staff. In researching our notes, it would appear that this customer was disputing the out of pocket charges that were due from him (and approved by the [redacted]) who assigned us the work.  The [redacted] determines what portion of the charges are approved (and covered by them), vs. not approved (and need to be covered by the customer himself).   Customers occasionally become quite heated with us when we try to explain to them that we do *not* make that decision.   Ultimately, the customer chose not to proceed with the heater install.  This customer is requesting a refund of $125, which is the fee paid to us by the [redacted] for the two diagnostic trips that were made.  Even though we made two trips, he was only charged for one trip ($125).   This money was *not* paid directly to JED by the customer.   The customer paid the [redacted] directly.  If the customer wishes a refund of the money that he paid to the [redacted], he should address that with the [redacted].  Regardless, the employee who interacted with this customer will be reminded on proper protocol of how to deal with customers who are arguing with us regarding the approved Home Warranty rate card.  We appreciate that feedback.

[redacted] [redacted] [redacted]
 [redacted]Hello,My name is [redacted], and I filed a complaint about JED mechanical back in june.  I just received a response from them, and it stated that I had 10 days to respond to their response.  I tried filling it out and sending it, but I believe it timed out before it could be sent.  Then I noticed it was sent back with a response, but blank.  I would like to reject their response because it is untruthful.  JED mechanical did not reach out to me to let me know they wouldn't be available to install my hot water heater on Thursday.  My appointment window was thursday from 9am til 1 pm.  At around 130, after they had missed their appointment window, I reached out to them.  They told me that the warranty company ordered the wrong water heater, and they couldn't pick it up.  Naturally, I followed up with the warranty company, and they gladly put me on 3 way with the supply house, who informed me that the water heater was in fact available the day previous (wednesday) for pickup and that JED mechanical had not stopped by to that day.  As frustrated as I was with the customer service, and having to now miss 2 days of work to install a water heater, I was equally disappointed with the install.  The technicians who came out, proceeded to set my lawn on fire and burn my grass.  I have attached 3 pictures which show the aftermath of their install. Please let me know if there is any way I can include this in my response back to them since I was unable to add anything to my response before it timed out.
[redacted]