June 19, This response is provided in connection with Complaint ID No***I am in receipt of your letter dated today, June 19, Berardi's stands by our prior responseThe rebuttal, unfortunately, does not offer any new or substantive contradiction to our positionThe customer appears unhappy with the manufacturer warranty which we have no control overThe manufacturer is very reputableTheir product is well recognized in the industry as a premium productBerardi’s did everything to manage the situation and replace the manufacturer‘s product defectThe customer has received no billing for any service or inspectionSadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicablyMoreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficultiesBerardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service recordlt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamationBerardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendasTo further illustrate the point I am a little confused why this additional letter was sent to usAccording to our records the customer received a “free inspection" on May 15"‘ At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipmentSpeci?cally our technician informed *** *** (***) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functionsIn addition, our technician facilitated a conference call with the manufacturer R*** and with *** and a staff member at the customer, and all were in agreementI communicated with Jen on May 18"‘ and spoke with *** *** (Jeff) the owner also on May 18th‘The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valveAfter sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” serviceAt this time our technician disassembled the ?ll valve, ?ushed the boiler and showed *** and a maintenance staff employee the foreign object that was obstructing the ?ll valveShortly after our technician left l received an email from *** the owner, indicating not to stop in againSpeci?cally *** wrote “***, we did not request your tech to stop todayPlease do not send him in anymore, as we are moving to a new vendorYour claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issueknow you are trying to build your case to show to the Revdex.comWe will continue to only be honest with themAt this point, we request no further contact from you."
Again, almost a month after our last communication we received a letter looking for further explanationWhat would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?
Hopefully, this answers all the issuesWe value this customer, like we value every customerAgain, it should be noted that all labor performed was completed without any billing to the customerThe further inspections and service did not require us to provide the labor ‘free of charge’ but we did soThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipmentRespectfully, *** ***Berardi’s Fresh Roast, Inc
June 19, 2015This response is provided in connection with Complaint ID No***I am in receipt of your letter dated today, June 19, Berardi's stands by our prior responseThe rebuttal, unfortunately, does not offer any new or substantive contradiction to our positionThe customer appears unhappy with the manufacturer warranty which we have no control overThe manufacturer is very reputableTheir product is well recognized in the industry as a premium productBerardi’s did everything to manage the situation and replace the manufacturer‘s product defectThe customer has received no billing for any service or inspectionSadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicablyMoreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficultiesBerardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service recordlt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamationBerardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendas.To further illustrate the point I am a little confused why this additional letter was sent to usAccording to our records the customer received a “free inspection" on May 15"‘ At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipmentSpeci?cally our technician informed *** *** (***) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functionsIn addition, our technician facilitated a conference call with the manufacturer R*** and with *** and a staff member at the customer, and all were in agreement.I communicated with Jen on May 18"‘ and spoke with *** *** (Jeff) the owner also on May 18th‘The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valveAfter sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” serviceAt this time our technician disassembled the ?ll valve, ?ushed the boiler and showed *** and a maintenance staff employee the foreign object that was obstructing the ?ll valveShortly after our technician left l received an email from *** the owner, indicating not to stop in againSpeci?cally *** wrote “***, we did not request your tech to stop todayPlease do not send him in anymore, as we are moving to a new vendorYour claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issueknow you are trying to build your case to show to the Revdex.comWe will continue to only be honest with themAt this point, we request no further contact from you."Again, almost a month after our last communication we received a letter looking for further explanationWhat would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?Hopefully, this answers all the issuesWe value this customer, like we value every customer.Again, it should be noted that all labor performed was completed without any billing to the customerThe further inspections and service did not require us to provide the labor ‘free of charge’ but we did soThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.Respectfully, *** ***Berardi’s Fresh Roast, Inc
This response is provided in connection with Complaint ID No***cannot recall if we ever had another complaint, but I do not think soThat is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we
redistributeThe product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and serviceUnfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, The customer purchased two (2) R*** espresso machinesand they were installed at two (2) different locationsFour months later, the customer called in for a service repair
On April 13, 2015, the customer called for a service repairThe customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warrantyThe customer was reminded that labor is covered by a day warrantyIf, however, the service work was due to customer neglect or damage, there is no warrantyTwo days later, the service took placeApparently, the customer initially became upset when was asked to sign a work order before performing the service callNevertheless, the problem was diagnosed in the ?eld on April 15, during the service callThe customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s itemOn April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receiptOn April 22, 2015, we performed the replacement serviceThe customer was not charged for either parts or labor
Apparently the customer became upset when the ?rst service call did not result in going to her second locationShe was upset because she thought she was going to be charged a second
I portal-to-portal labor chargeShe was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessaryIn any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations
It seems the customer is complaining about a “no-show,“ but this is not trueThe ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis
It seems the customer claims that she may have purchased lemonslt does not appear to be soThe manufacturer is extremely reputable and the repair solved the problem
It seems the customer may also be complaining about whether the installation was wrongThis is also not trueThe installation was just ?neThere is no issue with the installationOur repair technicians and installation technicians are the best in the industry and we stand by the installationRegardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proofTo the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair
Hopefully, this answers all the issuesWe value this customer, like we value every customerWe hope the customer continues to maintain a relationship with usIt should be noted that the work performed was completed under warrantyeven the laborWe did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaintThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment
Respectfully,
*** ***
Berardi’s Fresh Roast, Inc
BACKGROUND->This response is provided in connection with Complaint ID No***cannot recall if we ever had another complaint, but I do not think soThat is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we redistributeThe product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and serviceUnfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, The customer purchased two (2) R*** espresso machinesand they were installed at two (2) different locationsFour months later, the customer called in for a service repair
On April 13, 2015, the customer called for a service repairThe customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warrantyThe customer was reminded that labor is covered by a day warrantyIf, however, the service work was due to customer neglect or damage, there is no warrantyTwo days later, the service took placeApparently, the customer initially became upset when was asked to sign a work order before performing the service callNevertheless, the problem was diagnosed in the ?eld on April 15, during the service callThe customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s itemOn April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receiptOn April 22, 2015, we performed the replacement serviceThe customer was not charged for either parts or labor
Apparently the customer became upset when the ?rst service call did not result in going to her second locationShe was upset because she thought she was going to be charged a second
I portal-to-portal labor chargeShe was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessaryIn any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations
It seems the customer is complaining about a “no-show,“ but this is not trueThe ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis
It seems the customer claims that she may have purchased lemonslt does not appear to be soThe manufacturer is extremely reputable and the repair solved the problem
It seems the customer may also be complaining about whether the installation was wrongThis is also not trueThe installation was just ?neThere is no issue with the installationOur repair technicians and installation technicians are the best in the industry and we stand by the installationRegardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proofTo the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair
Hopefully, this answers all the issuesWe value this customer, like we value every customerWe hope the customer continues to maintain a relationship with usIt should be noted that the work performed was completed under warrantyeven the laborWe did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaintThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment
Respectfully,
*** ***
Berardi’s Fresh Roast, Inc
June 19, This response is provided in connection with Complaint ID No***I am in receipt of your letter dated today, June 19, Berardi's stands by our prior responseThe rebuttal, unfortunately, does not offer any new or substantive contradiction to our positionThe customer appears unhappy with the manufacturer warranty which we have no control overThe manufacturer is very reputableTheir product is well recognized in the industry as a premium productBerardi’s did everything to manage the situation and replace the manufacturer‘s product defectThe customer has received no billing for any service or inspectionSadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicablyMoreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficultiesBerardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service recordlt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamationBerardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendasTo further illustrate the point I am a little confused why this additional letter was sent to usAccording to our records the customer received a “free inspection" on May 15"‘ At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipmentSpeci?cally our technician informed *** *** (***) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functionsIn addition, our technician facilitated a conference call with the manufacturer R*** and with *** and a staff member at the customer, and all were in agreementI communicated with Jen on May 18"‘ and spoke with *** *** (Jeff) the owner also on May 18th‘The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valveAfter sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” serviceAt this time our technician disassembled the ?ll valve, ?ushed the boiler and showed *** and a maintenance staff employee the foreign object that was obstructing the ?ll valveShortly after our technician left l received an email from *** the owner, indicating not to stop in againSpeci?cally *** wrote “***, we did not request your tech to stop todayPlease do not send him in anymore, as we are moving to a new vendorYour claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issueknow you are trying to build your case to show to the Revdex.comWe will continue to only be honest with themAt this point, we request no further contact from you."
Again, almost a month after our last communication we received a letter looking for further explanationWhat would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?
Hopefully, this answers all the issuesWe value this customer, like we value every customerAgain, it should be noted that all labor performed was completed without any billing to the customerThe further inspections and service did not require us to provide the labor ‘free of charge’ but we did soThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipmentRespectfully, *** ***Berardi’s Fresh Roast, Inc
June 19, 2015This response is provided in connection with Complaint ID No***I am in receipt of your letter dated today, June 19, Berardi's stands by our prior responseThe rebuttal, unfortunately, does not offer any new or substantive contradiction to our positionThe customer appears unhappy with the manufacturer warranty which we have no control overThe manufacturer is very reputableTheir product is well recognized in the industry as a premium productBerardi’s did everything to manage the situation and replace the manufacturer‘s product defectThe customer has received no billing for any service or inspectionSadly this customer made up their minds to pursue this dialogue in this forum without any real intent on resolving the situation amicablyMoreover, this customer made up their mind to go with another vendor, based on a rare manufacturer’s problem with a brand new espresso machine, despite our efforts to remedy their concerns and difficultiesBerardi‘s continues to be a roaster of the finest quality coffees and has an impeccable service department and service recordlt is a rarity that a problem cannot be resolved but the dif?culty here was the customer’s refusal to engage in a meaningful dialogue and its insistence on pursuing a route of public defamationBerardi’s will look into this further and service all customers with the highest standards, even those who have rigorous demands and alternative agendas.To further illustrate the point I am a little confused why this additional letter was sent to usAccording to our records the customer received a “free inspection" on May 15"‘ At this point the customer was informed of several other issues non-warranty items impacting the daily usage of the equipmentSpeci?cally our technician informed *** *** (***) and her staff that there is sediment from hard water in the area blocking the ?ll valve limiting the ability for the machine to perform it functionsIn addition, our technician facilitated a conference call with the manufacturer R*** and with *** and a staff member at the customer, and all were in agreement.I communicated with Jen on May 18"‘ and spoke with *** *** (Jeff) the owner also on May 18th‘The next plan was to install a water ?lter to catch any sediment that might obstruct the ?ll valveAfter sending several emails I:-etween the 18"‘ and 21“ Berardi‘s sent in the technician on May 22th‘ and performed another “free” serviceAt this time our technician disassembled the ?ll valve, ?ushed the boiler and showed *** and a maintenance staff employee the foreign object that was obstructing the ?ll valveShortly after our technician left l received an email from *** the owner, indicating not to stop in againSpeci?cally *** wrote “***, we did not request your tech to stop todayPlease do not send him in anymore, as we are moving to a new vendorYour claim of water "sediment" blockage in this repair also has nothing to do with the ?rst issueknow you are trying to build your case to show to the Revdex.comWe will continue to only be honest with themAt this point, we request no further contact from you."Again, almost a month after our last communication we received a letter looking for further explanationWhat would the customer or the Revdex.com like to do at this point? Is there a recommendation being proposed or just explaining a feeling of unhappiness?Hopefully, this answers all the issuesWe value this customer, like we value every customer.Again, it should be noted that all labor performed was completed without any billing to the customerThe further inspections and service did not require us to provide the labor ‘free of charge’ but we did soThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment.Respectfully, *** ***Berardi’s Fresh Roast, Inc
This response is provided in connection with Complaint ID No***cannot recall if we ever had another complaint, but I do not think soThat is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we
redistributeThe product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and serviceUnfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, The customer purchased two (2) R*** espresso machinesand they were installed at two (2) different locationsFour months later, the customer called in for a service repair
On April 13, 2015, the customer called for a service repairThe customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warrantyThe customer was reminded that labor is covered by a day warrantyIf, however, the service work was due to customer neglect or damage, there is no warrantyTwo days later, the service took placeApparently, the customer initially became upset when was asked to sign a work order before performing the service callNevertheless, the problem was diagnosed in the ?eld on April 15, during the service callThe customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s itemOn April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receiptOn April 22, 2015, we performed the replacement serviceThe customer was not charged for either parts or labor
Apparently the customer became upset when the ?rst service call did not result in going to her second locationShe was upset because she thought she was going to be charged a second
I portal-to-portal labor chargeShe was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessaryIn any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations
It seems the customer is complaining about a “no-show,“ but this is not trueThe ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis
It seems the customer claims that she may have purchased lemonslt does not appear to be soThe manufacturer is extremely reputable and the repair solved the problem
It seems the customer may also be complaining about whether the installation was wrongThis is also not trueThe installation was just ?neThere is no issue with the installationOur repair technicians and installation technicians are the best in the industry and we stand by the installationRegardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proofTo the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair
Hopefully, this answers all the issuesWe value this customer, like we value every customerWe hope the customer continues to maintain a relationship with usIt should be noted that the work performed was completed under warrantyeven the laborWe did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaintThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment
Respectfully,
*** ***
Berardi’s Fresh Roast, Inc
BACKGROUND->This response is provided in connection with Complaint ID No***cannot recall if we ever had another complaint, but I do not think soThat is because we strive to offer impeccable service, in addition to our ?nest products, including those we produce ourselves and those products we redistributeThe product in question was a product we did not manufacture or produce, but one that was made by a very reputable manufacturer and one that we resell and serviceUnfortunately, the customer complained about the product sold and we provide warranty service at no cost, under warranty
Initially the product was quoted on December IS, 2014, and the quote was accepted and installed just four days later on December 19, The customer purchased two (2) R*** espresso machinesand they were installed at two (2) different locationsFour months later, the customer called in for a service repair
On April 13, 2015, the customer called for a service repairThe customer was advised that if the service call is determined to be warranty work, then there is no charge for parts since parts are covered by a one year warrantyThe customer was reminded that labor is covered by a day warrantyIf, however, the service work was due to customer neglect or damage, there is no warrantyTwo days later, the service took placeApparently, the customer initially became upset when was asked to sign a work order before performing the service callNevertheless, the problem was diagnosed in the ?eld on April 15, during the service callThe customer was advised during the service call that a reset button needed to be ordered, and it was a manufacturer’s itemOn April 17, 2017, we called the customer and advised her that the manufacturer was providing a replacement part under warranty and that the part would be installed immediately upon receiptOn April 22, 2015, we performed the replacement serviceThe customer was not charged for either parts or labor
Apparently the customer became upset when the ?rst service call did not result in going to her second locationShe was upset because she thought she was going to be charged a second
I portal-to-portal labor chargeShe was informed that this was not the case, but since the symptoms for both machines were the same, the need for a trip on the ?rst day to the second
location was not necessaryIn any event, when the replacement took place on April 22, 2015, the service repairs were made at both locations
It seems the customer is complaining about a “no-show,“ but this is not trueThe ‘no-show” at the second location was unnecessary and the customer was advised during the first service call diagnosis
It seems the customer claims that she may have purchased lemonslt does not appear to be soThe manufacturer is extremely reputable and the repair solved the problem
It seems the customer may also be complaining about whether the installation was wrongThis is also not trueThe installation was just ?neThere is no issue with the installationOur repair technicians and installation technicians are the best in the industry and we stand by the installationRegardless, the claim surrounding the installation, whatever it may be, it completely unsupported and lacking any substance or proofTo the contrary, the installation worked just ?ne during the ?rst ?ve months and since then after the reset button repair
Hopefully, this answers all the issuesWe value this customer, like we value every customerWe hope the customer continues to maintain a relationship with usIt should be noted that the work performed was completed under warrantyeven the laborWe did not have to provide the labor under warranty but we did so, even before ever receiving this Revdex.com complaintThat just shows how remarkable and responsive we are as a leading supplier of our coffee roasted products and related items, including equipment
Respectfully,
*** ***
Berardi’s Fresh Roast, Inc