Auto Concepts

Initial Business Response / [redacted] (1000, 9, 2016/03/21) */ Apparently we've had some serious misunderstandings hereWhen we initiated discussions with the previous board President Sue Smoot in 2014, we explained how our priority service level worksWe have four levels of service starting with the highest, a "no-snow" level that wants constant service, and ending with a the lowest level of service that wants to wait until at least 2" or more fallsWe also offer a higher priority to clients that request de-icing or anti-icing services The first winter, [redacted] signed up for our second lowest level of service, a 1/2" or more accumulation level with no saltingThis winter, they downgraded to our lowest level of service, a 2" or more level, with no saltingBy doing so, [redacted] saved over [redacted] on the Fixed Budget Plan, and knew they were going to get less serviceNo one ever promised that during a 13" "State of Emergency" blizzard, they would be plowed or timesIt is unrealistic to expect that During major storms we work around the clock trying to keep all of our clients happySometimes we have to plow our way to our clients locations because the public roads are closedOur drivers are meticulously routed based on several factors including agreed deadlines/opening times, whether the snow falls on a weekend, proximity to other clients, and their chosen level of serviceNobody ever promised that paying less would get them more As far as the extra charges mentioned in the complaint, that was a unique agreement we had with ***, the previous board presidentApparently your maintenance person has a tractor that he uses to clear snow from parking spaces of cars that left after we have completed our servicesThere was an agreed extra charge for coming back that we billed several times, and the previous board paidThis winter, no one ever called for that service, and it was never invoiced I understand cutting back on expensesTimes are tough, and everyone is trying to get by on lessI get itThis is not the first time a client has regretted choosing the Fixed Budget Plan instead of the Pay As You Go Plan because the weather did not work in their favorEveryone has that choice at the beginning of the season, and there are no refunds if Mother Nature makes the other selection more favorable That being said, we did service [redacted] on March when Crown Point recorded only .5" of snow to try to appease themI heard from our driver that someone at the complex expressed their appreciation We will continue to service [redacted] until our contract expires on April 15, under the same terms and conditions that we have agreed Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) While there seems to be a misunderstanding, it also seems as there is a breach of contract involved as wellAs per the company's response "ending with a the lowest level of service that wants to wait until at least 2" or more falls", the company failed to comply with its own rules and contract [redacted] was under the understanding that after 2" of snow fell, we would be put in a list to be plowedUnderstandably it would not be immediately, but one would assume that it would be a reasonable amount of timeTaking out the "major snow event", [redacted] village consistently had to call for service 6-hours after the snow event of 2" or more during the XXXX-XXXX snow seasonTo us, this is absolutely unacceptable and a breach of contract I spoke to the owner of the company after the 2014-snow season and discussed the issues which were explained to me by the previous board president, [redacted] The owner told me that they fired the previous driver and we would not have the issues which were plaguing the previous snow seasonUnfortunately, I took the owner's word and we were left with subpar service We did cut back on expenses last year, however the regret is that we chose a service which we did not receive what we had signed up to getThe problem is we assumed that the parking lots would be plowed within a reasonable amount of time after 2" of snowWe do not believe 6-hours after 2" of snow is a reasonable amount of timeIt is unacceptable for a company to blame the consumer for 'regret' after choosing a service based on what the contract statedAdditionally, the plowing after the .5" of snow fall to "appease us" is a slap in the face to a paying consumerIt seems like as a consumer we are inconveniencing the company for doing what they were being paid to doThe praise given to the driver by our maintenance man was because we rarely saw the plow driver this year and thanked them for actually coming out [redacted] still would like a partial refund due to breach of contract and services