Chem Dry

January 06, 2016Revdex.comComplaint ID # ***Customer: Ms*** *** *** *** ***
*** *** *** *** To Whom It May Concern,I am responding to the compliant regarding a Ms*** ***. On 12/11/she called our company reporting that her dumbwaiter was not working. At that time we scheduled an apt for Monday 12/14/@ 2:PM. We explained to her our billing rate was $per hour and we had a minimum of one hour charge which does not include travel time. We discussed in detail that we would have to troubleshoot the problem first and if parts were needed we would at that time have to order the parts and then we would give her a proposal to repair her dumbwaiter and once she approved the proposal if needed we would order parts and then return to repair her dumbwaiter. She approved a one (1) hour charge at this time during this time.We arrived to her home on 12/14/and our technician found her dumbwaiter not working as she stated to us over the phone. He found a broken Micro Switch on the top floor which he removed the broken part to show client and also found that the cable was un-wound on the motor. He rewound the wire cable back onto the motor. When he tested the operation of the dumbwaiter, he found that the wire cable on the motor was slipping and also found that the wiring was frayed in several areas that also needs replaced. He explained to the customer about the wiring, the broken micro-switch and she needed a lot of work done on her dumbwaiter. Her lift is inoperable in this condition...; On 12/22/she was billed on # *** for hours @ per hour plus travel time for $297.84.Ms*** did call us on 12/22/2015. She started out the conversation with a very abrupt attitude that we did not repair nor did we fix her dumbwaiter. I tried to explain to her in a very polite manner what our technician performed along with the conversation that she had with my secretary ***. She kept yelling at me, interrupting me and over talking me during the whole conversation, stating that she was not going to pay her bill and that we did not repair her dumbwaiter. After several minutes of trying to get an explanation into this overdrawn out conversation I politely told her that if she was that unhappy with our services I suggest that she take her business to another company. She still kept yelling at me about paying only one hour minimum, which you can see in her complaint that she stated she approved one hour to one hour and a half at mostThe conversation was not going anywhere I could not even get a word in she just continued to yell, therefore I said I was going to finally end the conversation and hang upShe was billed for our services on invoice #*** dated 12/22/that had not yet been mailed out when she had called (See Attached invoice and ticket that she signed which approved time and cost ) and to this date we have not been paid nor do we expect to receive payment. I am not a new person as she stated in her compliant, I am the Owner and President of Atlas Elevator Coand I take pride in the work that we perform for our customers. We look forward to resolving this issue as soon as possible!! Respectfully Submitted,*** ** ***,PresidentI

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] - there is no proposed resolution at all that I can see.  What I do see is a lot of very negative emotions as well as inventions. I was never rude, abrupt or screaming - this is not the way I operate. I am a business professional and I hold myself to a higher standard of conduct than I hold any business I communicate with.  The response is not truthful - I understand that the business resorted to making me look bad and not trustworthy so other potential customers  who will come to check them out on Revdex.com website or on [redacted] or [redacted] (yes, I intend to share my experience widely unless the issue is resolved) take my complaint with the grain of salt. I get it - trying to discredit the customer by calling her names is clearly easier and more in-line with their business philosophy than offering a workable solution.  This doesn't come as a surprise actually - the person, who turned out to be the owner, had exact same attitude when I called. Yelled at me, interrupted, argued and, in the end, told me to go find someone else and hung up on me. She did that because she didn't like the message, there was nothing wrong with my tone or attitude, I simply wanted my unit fixed at a price that was promised to me.The dumb waiter is NOT an elevator nor it a computer or TV or washer or microwave, It is a fairly simple unit containing no more than 10 parts. When I called ahead of the technician visit, the person who took the order, assured me that the normal repair would not take any more than 1.5 hrs. I asked again and again and explained that I do not even plan on using the dumb waiter so it isn't worth to me to spend any more than $300 for it and she seemed to understand. She said it shouldn't be hard and claimed that most repairs do not take more than 1 hr. She didn't mention a word about me paying for the travel time - I would have never ever agreed to pay for the travel time have she brought it up. By the way, the tech also didn't mention the travel time. I wrote on the piece of paper (that the owner claims indicates my approval of charges at the time of the so called service) that the machine wasn't fixed.  When I called post visit (they didn't even bother calling me after that ill-fated repair attempt) that I wasn't happy to pay 90 minutes of the tech time at the exuberant rate they charge just to learn the names of 2 parts that are broken. The fact the technician headed to the job, well aware that he was to fix the dumb waiter, without necessary parts (simple parts such as tension wire that every dumb waiter would have) indicates to me that this business is simply shameless and lives off overcharging clients. There is no pride there, none. I do not see the resolution offered or coming. For this to be resolved, the business will need to approach it in an honest, timely and sensible manner which is hard for me to anticipate given their "performance" up to date. This is the only resolution that I can see - they have to come to repair the unit and provide a warranty for parts and labor after which I would pay them for 1.5 hrs originally charged. I ask that they focus on the resolution  rather than engaging in attacking customer's character.
Regards,
[redacted]