On March 8th at 11:customer called in a service order that her Frigidaire Microwave had no power *** *** was quoted the standard Trip and Diagnosis Charge of $and agreed to the charge On March 11th our service technician arrived at 11:am The technician was
there until 11:am and quoted *** *** $to remove the microwave from over the range, install the two thermostats and then re-install the microwave The quote included the trip and diag The customer told the technician that they would call if they wanted to unit repaired Customer paid $117.50.On March 16th, customer called and said she had a concession for parts and labor from the manufacturer Customer was told by CSR Mona that we our policy was not to credit back monies already paid if the manufacturer offers a concession *** *** was instructed to ask the manufacturer for a refund Customer agreed to the repair as quoted and parts were ordered by us in good faith that customer agreed to charges.On March 21, our technician returned to the customers home, dismounted the microwave, installed the needed part, reassembled the microwave and then reinstalled the unit over the range *** *** signed the invoice stating that she acknowledges that the repairs have been performed in a manner satisfactory to her Credit for the initial trip and diagnosis does not come from the service provider as we serviced the unit in good faith *** *** should reach out to the manufacturer for a concession on the charges in question
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:1) After going back and forth with both representatives, I am absolutely appalled by the way they have handled the situation. I was basically told OVER and OVER again that "there's nothing we could do." As someone who has given up every single ounce of freedom to protect the country, I find it distasteful to respond with those remarks rather than a more customer-friendly, "I will check with my manager to see what we could do." It has taken me a couple of months and having to go through this measure to actually hear one ounce of actual customer service. 2) Our documentation shows, in writing, a specific date that we all equally and mutually agreed to. Having seen the actual cancel-by date for the freezer, we ultimately would have not signed the paperwork. The date was outlined in black and white by our representative for a cancellation date of "8/11/15" . How were we to know this date was an "error"? Shouldn't the error have been corrected prior to signing the documents? Why were we not contacted sooner about this error? 3) We understand the freezer has lost value. We understand the three-day grace period was for us to cancel everything "without penalties." We also were under the impression that by canceling by the handwritten date, we would lose all money we paid up to this date for the freezer. Passanante would keep every penny we have paid to them, to this point, for their "loss" and accept the return of the freezer as an ultimate close of business. We are not asking for our money back, as we were already under the assumption that the "penalties" we would face was losing the money we have spent on it so far. Bottom Line: We signed the paperwork knowing what we were getting ourselves into after having seen the dates. If it was in error, the error is on the company. The error was not on us. We saw the date written. We agreed to the terms given that specific date. As a business, I would hope they would take the hit and then find some way to prevent another error from happening so they wouldn't lose money again. Instead, they are going against the things the sales representative promised us. P.S.-- many appliances have 90-day return policies for a full refund. I don't see how Passanante is saying that it is out of the ordinary for someone to request for a refund (or in this case, a flat out return without expecting their money back) beyond three days. Again, we are not asking for our money back. We just want to stop the service. They can have their freezer back. What they may have "lost" in value, they make up with what we have already paid them to date. These are the things that were promised to us IN WRITING, and we are asking that they hold themselves accountable and live up to that promise.
Regards,
[redacted]
We are very disappointed to be in this position with this customer and we humbly apologize for any stress or anxiety that our relationship has caused them. We never wish for our customers to be stressed or burdened due to their Passanante purchase and if we had the opportunity to rewind things...
in order to take a more mutually gratifying path we would do so in an instant.Nevertheless, we have no doubt whatsoever that the issue with this customer has little to do with Passanante's performance. Due to the allegations in their complaint we feel as though it's important for the Revdex.com and the public to understand the facts of this situation.1. The customer is a Federal employee who heads a department specifically dealing with Federal contracts.2. At our first meeting with them, the customer signed up for Passanante's food and "Platinum Plus Plus" membership which includes several durable goods like an upright freezer. Passanante agreements are very simple, clear, and straightforward. We have spent innumerable sums to ensure that our agreements are compliant with all federal laws and adhere to the laws of each state in which we operate. We have reviewed the documentation from this customer’s purchase and have found it to be impeccable.3. The customer attempted to cancel the day before their delivery, nearly a week after signing and well beyond the three day cooling off period. There is no record whatsoever of them calling, faxing, emailing, or mailing Passanante’s any sooner than this.4. Passanante's agreed to alter the terms of our arrangement to better suit the customer and, as a result of this conversation, the customer accepted delivery of all of the goods to which they were contracted. They signed a delivery invoice confirming receipt of the goods.5. In a series of text messages to the sales person the customer expressed how elated they are with the food items and the other durable goods. Through the use of "lol's", exclamation points, and simply by the incredibly positive sentiments exchanged by the customer and the sales person, there is no doubt at all that the customer was thrilled with their purchase.6. At some point the text messages take a turn. Either through remorse or a misunderstanding of the terms of our altered agreement, the customer becomes very upset and accusatory. They request to cancel and ask Passanante to pick up the goods.7. Over the next ten days the Passanante rep asks, and often begs, the customer for a face to face meeting to clear up any confusion. He offers to visit the customer at their convenience and suggested many different days and multiple times. The customer resisted or refused each of these requests. 8. Through the text exchanges the customer revealed a very personal financial issue with the sales rep. We believe that this may be the true reason to the nearly 180 degree shift from overwhelming satisfaction to demanding that we rescind their purchase. We reminded the customer that this was difficult after delivery and that their order was customer cut, packaged, and delivered exactly as promised.From there Passanante's executive management became involved. Any conversations or correspondences with the customer were very difficult. The customer was defensive and accusatory. As stated above, we believe that the escalation of this matter is due to factors outside of the actual purchase. We wish that they would have allowed our sales person to meet with them again as we are positive that this meeting would have resulted in an agreement that all sides would feel good about. Ultimately this would have saved the customer and Passanante's countless back-and-forths and allowed us all to move on much quicker than we have otherwise.Passanante's firmly believes that honest people can have completely opposing view to any situation. For one hundred years we have worked incredibly hard to satisfy our customers to the best of our ability and without assigning blame or fault wherever possible. Even if we feel as though we are one hundred percent in the right, we don't want anyone to suffer as a result of a relationship with Passanante's.To that end, we are very pleased to announce that we have reached a settlement with this customer. The customer and Passanante's have signed a settlement document. Under the terms of this agreement, Passanante's is obligated to perform certain actions which shall occur next week. Contingent on our performance the customer consents to full accord and satisfaction which effectively ends this dispute. It should also be noted that the customer attempted to withdraw this complaint with the Revdex.com after a settlement was reached. We feel as though this is further evidence that the matter has been resolved to both parties satisfaction. We appreciate the opportunity to address this matter on this forum and, as always, we are very grateful to the Revdex.com for their role of mediators. We are also very proud to be fully accredited members of the Revdex.com and for the A+ which they have bestowed upon us. Regards, Passanante's
I will look into this complaint and contact [redacted] however it is 2:54 on Friday so I don't know if I can get all the information today. Monday at the latest.
Dear Revdex.com,
We are very sorry about the issues with this customers
account. The customer apparently exhausted their Passanante food order well
before their scheduled payments were completed. The customer alerted Passanante
to this just a couple of months into their order. We feel that the issue...
stems
from the customer providing us with an inaccurate picture of their shopping and
consumption habits. Our sales rep used this information and tailored an order
that was ill-suited for their needs. The customer did indeed get the full value
of their order, however due to the miscalculations of both the customer and our
rep, the order ultimately fell short of the number of meals needed to feed
their family over the allotted time period.
When the customer contacted us on this matter we accepted
full responsibility and offered to send them more food at no charge with no
addition order necessary. This offer was made in writing by our Vice President
of sales and service.
Several weeks later we dispatched a field manager in an
attempt to compose a new order at a lowered price rate and give the customer
the food that we promised. The customer refused our offer and in a follow up
email claims that he was disrespected by our manager. We are sorry for any
issues that occurred during that meeting however our manager claims that it was
the customer who became unhinged and began using abusive and profane language.
Our manager was asked to leave the customer’s home and no conclusion was
reached.
Nonetheless the customer followed up with an email on 10/19 which
was replied to by the President and Owner of the business on 10/20 and he once
again asserted our willingness to provide the customer with the necessary food
to complete their order at no charge whatsoever.
At each of our attempts to solve the customer’s issues we
have been met with resistance. The customer has continually moved the goalposts
and created new reasons as to why our solutions are not adequate. We feel that
this is an unfair tactic.
Furthermore the customer has asserted that he has “lost
faith” in us due to the meeting with our manager. In August of 2015 we
delivered to the customer a 60” LED [redacted] flat screen television at no charge
that they won as part of a July promotion. We honestly don’t understand how the
customer could have so little faith in us after we delivered the exact order
that we promised to, offered to fix an issue with quantity at no charge
whatsoever, and gave the customer an incredible free television as part of a promotion.
What more could we possibly do to try and earn their trust?
We’re not trying to say the customer is wrong and that we’re
right. We are simply trying to find a fair and equitable solution and we invite
the customer to join us in that pursuit.
This situation feels an awful lot as though the customer has
changed their mind regarding their Passanante purchase. In an earlier email the
customer’s wife shared that they are living paycheck to paycheck and that they
may have overcommitted with their payment from Passanante. We feel as though
this is the ultimate reason that they have resisted allowing us to resolve this
issue—because their eventual goal is to try and force us to rescind their order
and forgive their remaining payments. This is regrettable, however we feel that
we have gone above and beyond to honor the promises we made to this customer
and we believe that we are fair in asking that they do the same.
In an email from the customer on Sept 30 he writes ”If your course of action is reasonable and fair, I would
definitely consider remaining a customer, because we did enjoy the food we
received very much.” We are still willing to provide the free food that
we promised to this customer as a method of settlement and to complete their
purchase. We feel that this is both exceedingly reasonable and fair.
We appreciate the Revdex.com contacting us and being of service to
mitigate this matter.
Regards,
Passanante’s
Hi [redacted], We're terribly sorry to read about your experience and would love an opportunity to work with you to resolve these issues. We apologize for any miscommunications or misunderstandings and can certainly understand your frustrations. Our Executive Vice President, Tom F[redacted], has attempted...
to reach you repeatedly at the contact information we have on file for you, but has so far been unsuccessful. Again, we are more than happy to work with you to find a solution and hope you will give us the opportunity to do so. Please contact Tom F[redacted] at your earliest convenience at ###-###-#### or by email at [redacted]@homefoodservices.com.Thanks very much and we look forward to hearing back from you.
[redacted],I have attached to this message the documents you requested. Included are:-Two page food Contract.-Two page freezer contract. -Two page Passanante's Home Food Services Brochure. -Passanante's Home Food Services Satisfaction Guarantee. -Freezer coverage and guarantee. -Passanante's Representative Release Form. -Customer Receipt.-Two Page Food Delivery Receipt.Again, Passanante's Home Food Service made promises they did not intend on keeping, because their method is to immediately sell the contract to a third party finance company without recourse. Because they are paid in full by Said finance company, they are no longer bound to uphold the promises mentioned. | refused to pay the bill after found out it was a scam to sell a freezer, and requested that the freezer be retrieved, and that no longer wanted to do business with them. They refused, and also refused to make their so called mistake right. believe that this was not a mistake at all. believe this is their method, and that they hire people to write flawless [redacted] reviews and so on. I also discovered numerous reviews on [redacted].com that were not posted openly, but hidden under a link labeled "unrecommended feedback" at the bottom of the page. I think you'll find that these people all over the country have received similar treatment. Because of all this, the third party finance company that Passanante's sold my contract to, Lendmark Financial, has sued me and had a judgment placed against my property. I cannot believe the course this matter has taken.| believe that my contract was illegally transferred to Lendmark for two reasons:1. North Carolina General Statute 25-2-210The selling of this contract completely impaired the chance of my receiving the performance promised by Passanante's. The selling of this contract materially changed the duties of Passanante's, in that they were no longer bound to uphold their promises....and most importantly:2. North Carolina General Statute 75-1.1: Unfair & Deceptive Trade Practices.was deceived by Passanante's original representative, Bob, whose signature appears on the documents have sent you as Robert S[redacted], and admittedly so by their second representative, Brian, who said to me that it seemed that Bob tried to "paint a pretty picture' to sell the Contract, and that "it didn't matter what he said anyway, because it wasnt in the contract". That was completely absurd.I was never informed by Passanante's that my contract would be sold, I had to find out almost a week after signing from a phone call received from the third party finance company. Had I known they would do this, absolutely would not have entered into this Contract. Passanante's representatives are liars and crooks, and prey on people with families on a tight budget with promises of affordability and convenience, when in actuality this is a service clearly meant for people much more well off than myself.Because of the course this matter has taken, I am forced to now hire an attorney to try and recover the damages Passanante's has caused my family, those being a several thousand dollar judgement taken out against my home that I've owned for only two years, and the detrimental effect this will have on my credit that I have worked so many years tobuild.My neighbors, who are retired and disabled, are on a fixed income, and have also had to go through the same ordeal. They have had a judgment placed against their property as well. I suspect that countless other people across the country will fall prey to these same circumstances, especially after reading the [redacted] reviews about Passanantes' "aggressive sales tactics" and "outrageous markups". I apologize for my less than pleasant tone, but desperately need it to be understood the situation I have been put in by this company. It is immensely appreciated the time that the Revdex.com has taken to review this matter. Please let me know of any other way can be of help, or any other information that may be able to provide.Thank you.
Hello,We apologize for any inconvenience. We have software which tracks each and every call we make and receive. This individual voluntarily gave us their contact information at an event and we have called her exactly 11 times, approximately once a week, commencing on January 31, 2017. Each call...
latsed about 20 seconds, of which about 15-16 seconds are dialing and ringing and that is followed closely with a disconnection. We have attached a screenshot of one such call. Each call log is very similar, it lasts about 20 seconds which includes dialing, ringing, and then a hang up.There is no evidence whatsoever to support the customer's assertion that we called her multiple times per day. Had the customer answered even just one of our calls and asked to be removed then we would have happily complied--calling people who aren't interested is bad business and it's unproductive. Our software is incredibly accurate so it is unlikely that she was called multiple times a day as she mentions in her complaint and it is even more unlikely that she answered these calls and asked us not to call again.If the customer has conflicting information such as her mobile phone call logs, she is encouraged to submit them to us for a review. We believe we can prove that we did not overcall this person and that we did not ignore any requests to stop calling. We will immediately remove her number from our calling lists to ensure that we do not call again.Once more we apologize for any inconvenience. We will not call this person again. We also request that this complaint be closed as information only as this complainant is not a customer of Passanante's.Regards,
Complaint: [redacted]
I am rejecting this response because: Course of events outlined in the business's response is not complete and correct.My initial call to the business was 3/6/17. I scheduled a service visit for Tuesday, 3/7/17 and I was advised that the service call would be $109.95. A short time later I spoke with my husband who stated he had contacted Frigidaire directly about the microwave, and they had agreed to provide a concession for the parts. Frigidaire gave my husband the number for [redacted] appliance and he called that day and arranged for a service appointment (with the parts concession) on 3/10/17. However, we were not aware that it was the same business that I had made an appointment with.After speaking with my husband I called the business and cancelled the service appointment for 3/7/17. I was asked if I wanted to reschedule and I stated I would not need it because my husband had made other arrangements through Frigidaire.After being quoted a labor charge of $295.95 at the first service appointment on 3/10/17 I telephoned Frigidaire on that same day, and they agreed to cover the labor also - they gave me a concession code of L90613123. I then telephoned the business that day (business response stated I spoke with Mona - I did not record the name). I asked to confirm that Frigidaire contacted them (it was done while I was on hold with Frigidaire). I was told that Frigidaire had called. I advised the representative that I had a concession number. She stated she could not take it because her system was down. I told her that I wanted the parts ordered since I had both the parts and labor concession. A refund was not discussed as I did not feel it was in question at that time. Since Frigidaire was paying it did not occur to me that the business would attempt to keep my payment also.I telephoned the business on 3/16 to check on the parts order since I had heard nothing. I spoke with Michelle, who stated the parts had not been ordered. I told her I requested that they be ordered previously - mentioned having the labor and parts concession and gave her the labor concession number. A day or 2 later the business telephoned my husband and scheduled the repair visit for 3/22. My husband was there when the repairman visited, but he had not inquired about a refund. I called on 3/22/17 and spoke with Mona who stated I would not be given a refund. A copy of the original (yellow copy - Frigidaire code was added by me after I called Frigidaire) and final (pink copy) invoices. Since Frigidaire is paying for the labor, I should not also pay for the labor. The company knew about the concession before the time mentioned in its response. But the fact remains that the second visit had to be made regardless since the part (which was actually a fuse, not a thermostat) was not in the repairman's possession at the time of the first visit.
Regards,
[redacted]
Complaint: [redacted]Dear Revdex.com: After going over the string of messages going back and forth, I decided to reach out to Passanante's management to see if we could possibly work on a resolution amongst ourselves and possibly close the complaint with the Revdex.com.On February 14th, 2017, I emailed Tom F[redacted], Melissa H[redacted] and asked them to also involve Jason J[redacted] since he was the last person to comment on this message string. I received a response from Mr. F[redacted] yesterday.Mr F[redacted] has expressed the desire to also work this matter out amongst ourselves. Currently, his plan is to have one of their regional managers set up a meeting in my home and go over the initial order and possibly provide additional food. (I explained to them that while 13 boxes were delivered, 5 of them contained items that were part of their free bonus for signing up. Only 8 boxes contained food we actually paid for and were not part of the sign-up promotion, and that's why I only mentioned eight boxes in my complaint.)I'm hopeful that we will be able to come to a mutually agreeable compromise, and I told them that I would suspend my complaint with the Revdex.com in order to give them an opportunity to work the issue out with my husband and I directly.Thank you for your assistance in this matter.Regards,[redacted] And [redacted]
It is our understanding that the consumer filed this complaint on May 8. We spoke to the customer several times since and sent them a partial refund for any items which did not meet their expectations. On May 12 our customer service team created a log for this customer's account and reported that...
they are happy with the outcome. They are certainly welcome to contact us again if we are mistaken or if there is any other way in which we can assist them. We deeply apologize for any misunderstanding regarding our products. As always, we stand behind everything we sell 100%. There is never an instance where we would fail to either replace, exchange, or refund items which did not meet our customer's expectation. We are investigating the source of the product confusion with the sales professional and we will do everything possible to avoid such an occurrence in the future.Regards,Passanante's
[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:Never did I say that every number on that list belonged to Passanate's. You're arrogantly twisting my words to save face for your questionable business practices. I will not be spoken down to or discredited. Please follow through on your promise not to call me, as I've already followed through on my promise to contact World of Pets Expo about this.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company was quick to respond to my call and e-mail.
Regards,
[redacted]
We thank the Revdex.com for allowing us to respond to this customer service concern. The customer phoned us on November 28, 2016, about a month after their first Passanante meat and vegetable delivery, to express concerns related to the overall quantity and portion sizes of their order. They spoke to our...
customer service manager, Melissa, who noted the conversation and promised to perform a complete review of the order. We contacted [redacted] on December 5 and informed him that there were no missing items from his order. That’s not to say that we have completely fulfilled our obligation, just that there were no product shorts or backorders from their intended delivery. As a company that specializes in bulk deliveries which are intended to feed our customers over a defined period, we understand the inherent intricacies, and even flaws, within our delivery model. Each family is different. They have different needs and different habits. Each family’s first bulk order from us will undoubtedly be their least accurate order. Additionally, we are very proud of the training and educational standards that we set for our sales team; however, we understand that they too are imperfect people, even on their best days. This is the note that Melissa’s made in our software relating to her conversation with [redacted] which is timestamped at 1113am on December 5: “….spoke w/ [redacted] and let him know that we did review the menu and it does look like everything was delivered and we did have 6 mnths (sic) food for 5 people per their eating habits; also let him know that our 1st order can be farthest from perfect and if he does run out early we will send a manager out to go over order/menu and w/ benefit of a new proper size order we can possibly add food at no charge to bridge the gap--he said ok and to please call wife as well and let her know//i told him had left her vm before speaking w/ him and that I would note the acct. also – handled” As you can see from the last word, Melissa thought that she had addressed the matter with the customer and that they’d contact us if there was an actual cause for concern. [redacted]. [redacted] did contact Melissa again a few days later and the two exchanged voicemails. There was still a clear concern over her food order. This customer placed a large order with Passanante and we completely understand any stress or inconvenience that could arise over our inability to feed this family properly. After Melissa was unable to get [redacted]. [redacted] on the phone, Melissa expressed this to [redacted]. [redacted] in an email sent on December 8. Here is an exact section from that email: “…..That being said, I am sure you can guess that our first orders do tend to be our furthest from perfect. We try our absolute best to get it right, but as we know, everyone eats differently and has varying likes and dislikes, so unfortunately we don’t get it perfect every time. Typically, once we have that first order 'under our belts’ so to speak, we can really tailor fit subsequent orders. As I was explaining to [redacted] if you do happen to run out early just give us a call. We can send a manager out and with the benifit (sic) of a proper size order we can add some food at no charge to bridge the gap.” [redacted]. [redacted] replied by email to which Melissa responded by leaving a voicemail. This is the last we heard from the customer until this complaint was filed. To be honest, we are somewhat disappointed to receive such a complaint as we have never backed away from fulfilling our obligations under the terms of our agreement. Any problem with the order may have been caused by changes to the customer’s eating patterns or could have been a problem completely on our end. Whatever the cause, we are still willing and able to honor our promises. Even if there is a shortcoming which is demonstrably not our fault, we are still happy to offer support to the customer so that they don’t have an empty freezer while still liable for payments. The customer is welcome to call back to Melissa at ext [redacted] or they are welcome to reach out to our Vice President of sales and service, Tom, at ext [redacted]. ([redacted]@homefoodservices.com; [redacted]@homefoodservices.com). Thank you once more for the opportunity to work out a solution for this customer. Regards, Passanante’s
We have spoken to this customer and exchanged a few emails regarding this matter. The customer asserts that the Passanante sales rep allowed her a window of seven months to cancel her purchase of an upright freezer. The rep reports, and the documentation tends to support, that he made a...
typographical error on the federally mandated 3 day right of cancellation form. Instead of writing the cancellation date as 1/11/15 he mistakenly wrote 8/11/15. The customer placed their order on January 8, 2015. The numbers 1/8/15 and 8/11/15 are easily transposed if one is rushed or not paying attention. The form in question states in several places and in bold letters that the customer is entitled to a three day cooling off period and that they may cancel the sale with no penalty or obligation. We do not believe that our rep's error would allow the customer to return an item seven months after purchase. This is an unreasonable amount of time to rescind a purchase under any circumstance and we can not think of another instance where a seven month cancellation period would ever be offered or enforced. Furthermore the customer received a discount off of their food and months of warranty coverage, including coverage for food spoilage, as consideration for the freezer purchase. Plus the unit has depreciated as any new durable good would having been used for over half of a year. It would be impossible to unwind this transaction to any equitable conclusion. Nonetheless our rep certainly did make a mistake and we feel compelled to offer the customer something by way of a settlement. When the customer first emailed our customer service on May 31 she shared that she and her husband are military and will be relocating to Pensacola, FL. In subsequent emails it was revealed that the military may charge a fee to move the freezer as it may put the customer above their normal weight allotment. In the interests of customer service, Passanante's would be happy to refund to the customer $300 to cover any and all moving expenses. Plus we will offer the customer 100% free shipping of their first Passanante delivery to their new home in Florida. We feel that under the circumstances this offer is fair and it would provide the customer some relief in order to offset any possible moving fees.Regards,Passannate's
From: [redacted] <[redacted]>Date: Thu, Aug 27, 2015 at 9:31 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]
I'd like to retract my complaint. The owner has been...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint...
ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The initial call was scheduled as a COD. We do not have any records of the customer cancelling a call which leads me to believe that there was another service company involved. When our tech arrived the call was tagged as COD LABOR AND PARTS COVERED UNDER WARRANTY. It was not until after the technician gave the customer the labor estimate that the Andersons called to get a labor concession from the manufacturer. I will state again that we do not refund monies collected on a COD basis if the manufacturer decides to offer the customer a concession. It is the customers responsibility to collect the refund from the manufacturer as it was their decision to make the offer.JCA will not be issuing a cash refund for the initial service since the call was scheduled as a COD call and the customer agreed. Jersey Coast will however offer the Andersons a credit on their next COD service with our company in the amount of $109.95.
On March 8th at 11:customer called in a service order that her Frigidaire Microwave had no power *** *** was quoted the standard Trip and Diagnosis Charge of $and agreed to the charge On March 11th our service technician arrived at 11:am The technician was
there until 11:am and quoted *** *** $to remove the microwave from over the range, install the two thermostats and then re-install the microwave The quote included the trip and diag The customer told the technician that they would call if they wanted to unit repaired Customer paid $117.50.On March 16th, customer called and said she had a concession for parts and labor from the manufacturer Customer was told by CSR Mona that we our policy was not to credit back monies already paid if the manufacturer offers a concession *** *** was instructed to ask the manufacturer for a refund Customer agreed to the repair as quoted and parts were ordered by us in good faith that customer agreed to charges.On March 21, our technician returned to the customers home, dismounted the microwave, installed the needed part, reassembled the microwave and then reinstalled the unit over the range *** *** signed the invoice stating that she acknowledges that the repairs have been performed in a manner satisfactory to her Credit for the initial trip and diagnosis does not come from the service provider as we serviced the unit in good faith *** *** should reach out to the manufacturer for a concession on the charges in question
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:1) After going back and forth with both representatives, I am absolutely appalled by the way they have handled the situation. I was basically told OVER and OVER again that "there's nothing we could do." As someone who has given up every single ounce of freedom to protect the country, I find it distasteful to respond with those remarks rather than a more customer-friendly, "I will check with my manager to see what we could do." It has taken me a couple of months and having to go through this measure to actually hear one ounce of actual customer service. 2) Our documentation shows, in writing, a specific date that we all equally and mutually agreed to. Having seen the actual cancel-by date for the freezer, we ultimately would have not signed the paperwork. The date was outlined in black and white by our representative for a cancellation date of "8/11/15" . How were we to know this date was an "error"? Shouldn't the error have been corrected prior to signing the documents? Why were we not contacted sooner about this error? 3) We understand the freezer has lost value. We understand the three-day grace period was for us to cancel everything "without penalties." We also were under the impression that by canceling by the handwritten date, we would lose all money we paid up to this date for the freezer. Passanante would keep every penny we have paid to them, to this point, for their "loss" and accept the return of the freezer as an ultimate close of business. We are not asking for our money back, as we were already under the assumption that the "penalties" we would face was losing the money we have spent on it so far. Bottom Line: We signed the paperwork knowing what we were getting ourselves into after having seen the dates. If it was in error, the error is on the company. The error was not on us. We saw the date written. We agreed to the terms given that specific date. As a business, I would hope they would take the hit and then find some way to prevent another error from happening so they wouldn't lose money again. Instead, they are going against the things the sales representative promised us. P.S.-- many appliances have 90-day return policies for a full refund. I don't see how Passanante is saying that it is out of the ordinary for someone to request for a refund (or in this case, a flat out return without expecting their money back) beyond three days. Again, we are not asking for our money back. We just want to stop the service. They can have their freezer back. What they may have "lost" in value, they make up with what we have already paid them to date. These are the things that were promised to us IN WRITING, and we are asking that they hold themselves accountable and live up to that promise.
Regards,
[redacted]
We are very disappointed to be in this position with this customer and we humbly apologize for any stress or anxiety that our relationship has caused them. We never wish for our customers to be stressed or burdened due to their Passanante purchase and if we had the opportunity to rewind things...
in order to take a more mutually gratifying path we would do so in an instant.Nevertheless, we have no doubt whatsoever that the issue with this customer has little to do with Passanante's performance. Due to the allegations in their complaint we feel as though it's important for the Revdex.com and the public to understand the facts of this situation.1. The customer is a Federal employee who heads a department specifically dealing with Federal contracts.2. At our first meeting with them, the customer signed up for Passanante's food and "Platinum Plus Plus" membership which includes several durable goods like an upright freezer. Passanante agreements are very simple, clear, and straightforward. We have spent innumerable sums to ensure that our agreements are compliant with all federal laws and adhere to the laws of each state in which we operate. We have reviewed the documentation from this customer’s purchase and have found it to be impeccable.3. The customer attempted to cancel the day before their delivery, nearly a week after signing and well beyond the three day cooling off period. There is no record whatsoever of them calling, faxing, emailing, or mailing Passanante’s any sooner than this.4. Passanante's agreed to alter the terms of our arrangement to better suit the customer and, as a result of this conversation, the customer accepted delivery of all of the goods to which they were contracted. They signed a delivery invoice confirming receipt of the goods.5. In a series of text messages to the sales person the customer expressed how elated they are with the food items and the other durable goods. Through the use of "lol's", exclamation points, and simply by the incredibly positive sentiments exchanged by the customer and the sales person, there is no doubt at all that the customer was thrilled with their purchase.6. At some point the text messages take a turn. Either through remorse or a misunderstanding of the terms of our altered agreement, the customer becomes very upset and accusatory. They request to cancel and ask Passanante to pick up the goods.7. Over the next ten days the Passanante rep asks, and often begs, the customer for a face to face meeting to clear up any confusion. He offers to visit the customer at their convenience and suggested many different days and multiple times. The customer resisted or refused each of these requests. 8. Through the text exchanges the customer revealed a very personal financial issue with the sales rep. We believe that this may be the true reason to the nearly 180 degree shift from overwhelming satisfaction to demanding that we rescind their purchase. We reminded the customer that this was difficult after delivery and that their order was customer cut, packaged, and delivered exactly as promised.From there Passanante's executive management became involved. Any conversations or correspondences with the customer were very difficult. The customer was defensive and accusatory. As stated above, we believe that the escalation of this matter is due to factors outside of the actual purchase. We wish that they would have allowed our sales person to meet with them again as we are positive that this meeting would have resulted in an agreement that all sides would feel good about. Ultimately this would have saved the customer and Passanante's countless back-and-forths and allowed us all to move on much quicker than we have otherwise.Passanante's firmly believes that honest people can have completely opposing view to any situation. For one hundred years we have worked incredibly hard to satisfy our customers to the best of our ability and without assigning blame or fault wherever possible. Even if we feel as though we are one hundred percent in the right, we don't want anyone to suffer as a result of a relationship with Passanante's.To that end, we are very pleased to announce that we have reached a settlement with this customer. The customer and Passanante's have signed a settlement document. Under the terms of this agreement, Passanante's is obligated to perform certain actions which shall occur next week. Contingent on our performance the customer consents to full accord and satisfaction which effectively ends this dispute. It should also be noted that the customer attempted to withdraw this complaint with the Revdex.com after a settlement was reached. We feel as though this is further evidence that the matter has been resolved to both parties satisfaction. We appreciate the opportunity to address this matter on this forum and, as always, we are very grateful to the Revdex.com for their role of mediators. We are also very proud to be fully accredited members of the Revdex.com and for the A+ which they have bestowed upon us. Regards, Passanante's
We will look at this complaint and respond.
I will look into this complaint and contact [redacted] however it is 2:54 on Friday so I don't know if I can get all the information today. Monday at the latest.
Dear Revdex.com,
We are very sorry about the issues with this customers
account. The customer apparently exhausted their Passanante food order well
before their scheduled payments were completed. The customer alerted Passanante
to this just a couple of months into their order. We feel that the issue...
stems
from the customer providing us with an inaccurate picture of their shopping and
consumption habits. Our sales rep used this information and tailored an order
that was ill-suited for their needs. The customer did indeed get the full value
of their order, however due to the miscalculations of both the customer and our
rep, the order ultimately fell short of the number of meals needed to feed
their family over the allotted time period.
When the customer contacted us on this matter we accepted
full responsibility and offered to send them more food at no charge with no
addition order necessary. This offer was made in writing by our Vice President
of sales and service.
Several weeks later we dispatched a field manager in an
attempt to compose a new order at a lowered price rate and give the customer
the food that we promised. The customer refused our offer and in a follow up
email claims that he was disrespected by our manager. We are sorry for any
issues that occurred during that meeting however our manager claims that it was
the customer who became unhinged and began using abusive and profane language.
Our manager was asked to leave the customer’s home and no conclusion was
reached.
Nonetheless the customer followed up with an email on 10/19 which
was replied to by the President and Owner of the business on 10/20 and he once
again asserted our willingness to provide the customer with the necessary food
to complete their order at no charge whatsoever.
At each of our attempts to solve the customer’s issues we
have been met with resistance. The customer has continually moved the goalposts
and created new reasons as to why our solutions are not adequate. We feel that
this is an unfair tactic.
Furthermore the customer has asserted that he has “lost
faith” in us due to the meeting with our manager. In August of 2015 we
delivered to the customer a 60” LED [redacted] flat screen television at no charge
that they won as part of a July promotion. We honestly don’t understand how the
customer could have so little faith in us after we delivered the exact order
that we promised to, offered to fix an issue with quantity at no charge
whatsoever, and gave the customer an incredible free television as part of a promotion.
What more could we possibly do to try and earn their trust?
We’re not trying to say the customer is wrong and that we’re
right. We are simply trying to find a fair and equitable solution and we invite
the customer to join us in that pursuit.
This situation feels an awful lot as though the customer has
changed their mind regarding their Passanante purchase. In an earlier email the
customer’s wife shared that they are living paycheck to paycheck and that they
may have overcommitted with their payment from Passanante. We feel as though
this is the ultimate reason that they have resisted allowing us to resolve this
issue—because their eventual goal is to try and force us to rescind their order
and forgive their remaining payments. This is regrettable, however we feel that
we have gone above and beyond to honor the promises we made to this customer
and we believe that we are fair in asking that they do the same.
In an email from the customer on Sept 30 he writes ”If your course of action is reasonable and fair, I would
definitely consider remaining a customer, because we did enjoy the food we
received very much.” We are still willing to provide the free food that
we promised to this customer as a method of settlement and to complete their
purchase. We feel that this is both exceedingly reasonable and fair.
We appreciate the Revdex.com contacting us and being of service to
mitigate this matter.
Regards,
Passanante’s
Hi [redacted], We're terribly sorry to read about your experience and would love an opportunity to work with you to resolve these issues. We apologize for any miscommunications or misunderstandings and can certainly understand your frustrations. Our Executive Vice President, Tom F[redacted], has attempted...
to reach you repeatedly at the contact information we have on file for you, but has so far been unsuccessful. Again, we are more than happy to work with you to find a solution and hope you will give us the opportunity to do so. Please contact Tom F[redacted] at your earliest convenience at ###-###-#### or by email at [redacted]@homefoodservices.com.Thanks very much and we look forward to hearing back from you.
[redacted],I have attached to this message the documents you requested. Included are:-Two page food Contract.-Two page freezer contract. -Two page Passanante's Home Food Services Brochure. -Passanante's Home Food Services Satisfaction Guarantee. -Freezer coverage and guarantee. -Passanante's Representative Release Form. -Customer Receipt.-Two Page Food Delivery Receipt.Again, Passanante's Home Food Service made promises they did not intend on keeping, because their method is to immediately sell the contract to a third party finance company without recourse. Because they are paid in full by Said finance company, they are no longer bound to uphold the promises mentioned. | refused to pay the bill after found out it was a scam to sell a freezer, and requested that the freezer be retrieved, and that no longer wanted to do business with them. They refused, and also refused to make their so called mistake right. believe that this was not a mistake at all. believe this is their method, and that they hire people to write flawless [redacted] reviews and so on. I also discovered numerous reviews on [redacted].com that were not posted openly, but hidden under a link labeled "unrecommended feedback" at the bottom of the page. I think you'll find that these people all over the country have received similar treatment. Because of all this, the third party finance company that Passanante's sold my contract to, Lendmark Financial, has sued me and had a judgment placed against my property. I cannot believe the course this matter has taken.| believe that my contract was illegally transferred to Lendmark for two reasons:1. North Carolina General Statute 25-2-210The selling of this contract completely impaired the chance of my receiving the performance promised by Passanante's. The selling of this contract materially changed the duties of Passanante's, in that they were no longer bound to uphold their promises....and most importantly:2. North Carolina General Statute 75-1.1: Unfair & Deceptive Trade Practices.was deceived by Passanante's original representative, Bob, whose signature appears on the documents have sent you as Robert S[redacted], and admittedly so by their second representative, Brian, who said to me that it seemed that Bob tried to "paint a pretty picture' to sell the Contract, and that "it didn't matter what he said anyway, because it wasnt in the contract". That was completely absurd.I was never informed by Passanante's that my contract would be sold, I had to find out almost a week after signing from a phone call received from the third party finance company. Had I known they would do this, absolutely would not have entered into this Contract. Passanante's representatives are liars and crooks, and prey on people with families on a tight budget with promises of affordability and convenience, when in actuality this is a service clearly meant for people much more well off than myself.Because of the course this matter has taken, I am forced to now hire an attorney to try and recover the damages Passanante's has caused my family, those being a several thousand dollar judgement taken out against my home that I've owned for only two years, and the detrimental effect this will have on my credit that I have worked so many years tobuild.My neighbors, who are retired and disabled, are on a fixed income, and have also had to go through the same ordeal. They have had a judgment placed against their property as well. I suspect that countless other people across the country will fall prey to these same circumstances, especially after reading the [redacted] reviews about Passanantes' "aggressive sales tactics" and "outrageous markups". I apologize for my less than pleasant tone, but desperately need it to be understood the situation I have been put in by this company. It is immensely appreciated the time that the Revdex.com has taken to review this matter. Please let me know of any other way can be of help, or any other information that may be able to provide.Thank you.
Hello,We apologize for any inconvenience. We have software which tracks each and every call we make and receive. This individual voluntarily gave us their contact information at an event and we have called her exactly 11 times, approximately once a week, commencing on January 31, 2017. Each call...
latsed about 20 seconds, of which about 15-16 seconds are dialing and ringing and that is followed closely with a disconnection. We have attached a screenshot of one such call. Each call log is very similar, it lasts about 20 seconds which includes dialing, ringing, and then a hang up.There is no evidence whatsoever to support the customer's assertion that we called her multiple times per day. Had the customer answered even just one of our calls and asked to be removed then we would have happily complied--calling people who aren't interested is bad business and it's unproductive. Our software is incredibly accurate so it is unlikely that she was called multiple times a day as she mentions in her complaint and it is even more unlikely that she answered these calls and asked us not to call again.If the customer has conflicting information such as her mobile phone call logs, she is encouraged to submit them to us for a review. We believe we can prove that we did not overcall this person and that we did not ignore any requests to stop calling. We will immediately remove her number from our calling lists to ensure that we do not call again.Once more we apologize for any inconvenience. We will not call this person again. We also request that this complaint be closed as information only as this complainant is not a customer of Passanante's.Regards,
Complaint: [redacted]
I am rejecting this response because: Course of events outlined in the business's response is not complete and correct.My initial call to the business was 3/6/17. I scheduled a service visit for Tuesday, 3/7/17 and I was advised that the service call would be $109.95. A short time later I spoke with my husband who stated he had contacted Frigidaire directly about the microwave, and they had agreed to provide a concession for the parts. Frigidaire gave my husband the number for [redacted] appliance and he called that day and arranged for a service appointment (with the parts concession) on 3/10/17. However, we were not aware that it was the same business that I had made an appointment with.After speaking with my husband I called the business and cancelled the service appointment for 3/7/17. I was asked if I wanted to reschedule and I stated I would not need it because my husband had made other arrangements through Frigidaire.After being quoted a labor charge of $295.95 at the first service appointment on 3/10/17 I telephoned Frigidaire on that same day, and they agreed to cover the labor also - they gave me a concession code of L90613123. I then telephoned the business that day (business response stated I spoke with Mona - I did not record the name). I asked to confirm that Frigidaire contacted them (it was done while I was on hold with Frigidaire). I was told that Frigidaire had called. I advised the representative that I had a concession number. She stated she could not take it because her system was down. I told her that I wanted the parts ordered since I had both the parts and labor concession. A refund was not discussed as I did not feel it was in question at that time. Since Frigidaire was paying it did not occur to me that the business would attempt to keep my payment also.I telephoned the business on 3/16 to check on the parts order since I had heard nothing. I spoke with Michelle, who stated the parts had not been ordered. I told her I requested that they be ordered previously - mentioned having the labor and parts concession and gave her the labor concession number. A day or 2 later the business telephoned my husband and scheduled the repair visit for 3/22. My husband was there when the repairman visited, but he had not inquired about a refund. I called on 3/22/17 and spoke with Mona who stated I would not be given a refund. A copy of the original (yellow copy - Frigidaire code was added by me after I called Frigidaire) and final (pink copy) invoices. Since Frigidaire is paying for the labor, I should not also pay for the labor. The company knew about the concession before the time mentioned in its response. But the fact remains that the second visit had to be made regardless since the part (which was actually a fuse, not a thermostat) was not in the repairman's possession at the time of the first visit.
Regards,
[redacted]
Complaint: [redacted]Dear Revdex.com: After going over the string of messages going back and forth, I decided to reach out to Passanante's management to see if we could possibly work on a resolution amongst ourselves and possibly close the complaint with the Revdex.com.On February 14th, 2017, I emailed Tom F[redacted], Melissa H[redacted] and asked them to also involve Jason J[redacted] since he was the last person to comment on this message string. I received a response from Mr. F[redacted] yesterday.Mr F[redacted] has expressed the desire to also work this matter out amongst ourselves. Currently, his plan is to have one of their regional managers set up a meeting in my home and go over the initial order and possibly provide additional food. (I explained to them that while 13 boxes were delivered, 5 of them contained items that were part of their free bonus for signing up. Only 8 boxes contained food we actually paid for and were not part of the sign-up promotion, and that's why I only mentioned eight boxes in my complaint.)I'm hopeful that we will be able to come to a mutually agreeable compromise, and I told them that I would suspend my complaint with the Revdex.com in order to give them an opportunity to work the issue out with my husband and I directly.Thank you for your assistance in this matter.Regards,[redacted] And [redacted]
It is our understanding that the consumer filed this complaint on May 8. We spoke to the customer several times since and sent them a partial refund for any items which did not meet their expectations. On May 12 our customer service team created a log for this customer's account and reported that...
they are happy with the outcome. They are certainly welcome to contact us again if we are mistaken or if there is any other way in which we can assist them. We deeply apologize for any misunderstanding regarding our products. As always, we stand behind everything we sell 100%. There is never an instance where we would fail to either replace, exchange, or refund items which did not meet our customer's expectation. We are investigating the source of the product confusion with the sales professional and we will do everything possible to avoid such an occurrence in the future.Regards,Passanante's
[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:Never did I say that every number on that list belonged to Passanate's. You're arrogantly twisting my words to save face for your questionable business practices. I will not be spoken down to or discredited. Please follow through on your promise not to call me, as I've already followed through on my promise to contact World of Pets Expo about this.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company was quick to respond to my call and e-mail.
Regards,
[redacted]
We thank the Revdex.com for allowing us to respond to this customer service concern. The customer phoned us on November 28, 2016, about a month after their first Passanante meat and vegetable delivery, to express concerns related to the overall quantity and portion sizes of their order. They spoke to our...
customer service manager, Melissa, who noted the conversation and promised to perform a complete review of the order. We contacted [redacted] on December 5 and informed him that there were no missing items from his order. That’s not to say that we have completely fulfilled our obligation, just that there were no product shorts or backorders from their intended delivery. As a company that specializes in bulk deliveries which are intended to feed our customers over a defined period, we understand the inherent intricacies, and even flaws, within our delivery model. Each family is different. They have different needs and different habits. Each family’s first bulk order from us will undoubtedly be their least accurate order. Additionally, we are very proud of the training and educational standards that we set for our sales team; however, we understand that they too are imperfect people, even on their best days. This is the note that Melissa’s made in our software relating to her conversation with [redacted] which is timestamped at 1113am on December 5: “….spoke w/ [redacted] and let him know that we did review the menu and it does look like everything was delivered and we did have 6 mnths (sic) food for 5 people per their eating habits; also let him know that our 1st order can be farthest from perfect and if he does run out early we will send a manager out to go over order/menu and w/ benefit of a new proper size order we can possibly add food at no charge to bridge the gap--he said ok and to please call wife as well and let her know//i told him had left her vm before speaking w/ him and that I would note the acct. also – handled” As you can see from the last word, Melissa thought that she had addressed the matter with the customer and that they’d contact us if there was an actual cause for concern. [redacted]. [redacted] did contact Melissa again a few days later and the two exchanged voicemails. There was still a clear concern over her food order. This customer placed a large order with Passanante and we completely understand any stress or inconvenience that could arise over our inability to feed this family properly. After Melissa was unable to get [redacted]. [redacted] on the phone, Melissa expressed this to [redacted]. [redacted] in an email sent on December 8. Here is an exact section from that email: “…..That being said, I am sure you can guess that our first orders do tend to be our furthest from perfect. We try our absolute best to get it right, but as we know, everyone eats differently and has varying likes and dislikes, so unfortunately we don’t get it perfect every time. Typically, once we have that first order 'under our belts’ so to speak, we can really tailor fit subsequent orders. As I was explaining to [redacted] if you do happen to run out early just give us a call. We can send a manager out and with the benifit (sic) of a proper size order we can add some food at no charge to bridge the gap.” [redacted]. [redacted] replied by email to which Melissa responded by leaving a voicemail. This is the last we heard from the customer until this complaint was filed. To be honest, we are somewhat disappointed to receive such a complaint as we have never backed away from fulfilling our obligations under the terms of our agreement. Any problem with the order may have been caused by changes to the customer’s eating patterns or could have been a problem completely on our end. Whatever the cause, we are still willing and able to honor our promises. Even if there is a shortcoming which is demonstrably not our fault, we are still happy to offer support to the customer so that they don’t have an empty freezer while still liable for payments. The customer is welcome to call back to Melissa at ext [redacted] or they are welcome to reach out to our Vice President of sales and service, Tom, at ext [redacted]. ([redacted]@homefoodservices.com; [redacted]@homefoodservices.com). Thank you once more for the opportunity to work out a solution for this customer. Regards, Passanante’s
We have spoken to this customer and exchanged a few emails regarding this matter. The customer asserts that the Passanante sales rep allowed her a window of seven months to cancel her purchase of an upright freezer. The rep reports, and the documentation tends to support, that he made a...
typographical error on the federally mandated 3 day right of cancellation form. Instead of writing the cancellation date as 1/11/15 he mistakenly wrote 8/11/15. The customer placed their order on January 8, 2015. The numbers 1/8/15 and 8/11/15 are easily transposed if one is rushed or not paying attention. The form in question states in several places and in bold letters that the customer is entitled to a three day cooling off period and that they may cancel the sale with no penalty or obligation. We do not believe that our rep's error would allow the customer to return an item seven months after purchase. This is an unreasonable amount of time to rescind a purchase under any circumstance and we can not think of another instance where a seven month cancellation period would ever be offered or enforced. Furthermore the customer received a discount off of their food and months of warranty coverage, including coverage for food spoilage, as consideration for the freezer purchase. Plus the unit has depreciated as any new durable good would having been used for over half of a year. It would be impossible to unwind this transaction to any equitable conclusion. Nonetheless our rep certainly did make a mistake and we feel compelled to offer the customer something by way of a settlement. When the customer first emailed our customer service on May 31 she shared that she and her husband are military and will be relocating to Pensacola, FL. In subsequent emails it was revealed that the military may charge a fee to move the freezer as it may put the customer above their normal weight allotment. In the interests of customer service, Passanante's would be happy to refund to the customer $300 to cover any and all moving expenses. Plus we will offer the customer 100% free shipping of their first Passanante delivery to their new home in Florida. We feel that under the circumstances this offer is fair and it would provide the customer some relief in order to offset any possible moving fees.Regards,Passannate's
From: [redacted] <[redacted]>Date: Thu, Aug 27, 2015 at 9:31 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]
I'd like to retract my complaint. The owner has been...
trying to make things better for my family.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint...
ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The initial call was scheduled as a COD. We do not have any records of the customer cancelling a call which leads me to believe that there was another service company involved. When our tech arrived the call was tagged as COD LABOR AND PARTS COVERED UNDER WARRANTY. It was not until after the technician gave the customer the labor estimate that the Andersons called to get a labor concession from the manufacturer. I will state again that we do not refund monies collected on a COD basis if the manufacturer decides to offer the customer a concession. It is the customers responsibility to collect the refund from the manufacturer as it was their decision to make the offer.JCA will not be issuing a cash refund for the initial service since the call was scheduled as a COD call and the customer agreed. Jersey Coast will however offer the Andersons a credit on their next COD service with our company in the amount of $109.95.