City Of Georgetown Utility Office

Response to complaint: My initial response to this complaint is how saddened I am that such an important institution as the Revdex.com is sometimes used as nothing more than ammunition in a disagreement such as thisIn this case Global Green provided service in good faith and only wishes to be compensated for that work With regards to the assertion that the account was cancelled prior to the disputed applications I am struggling with how that could have happenedEvery Spring we expect a certain number of cancellations of our annual serviceThese happen for a variety of reasons: moving, change of financial situation, change of company, sometimes customer pass away and still others may not be 100% happy with the serviceFor many years Global Green has had an excellent system with regards to cancellationsOnce a call/message is received the 'cancellation' is documented on a specific two copy formThe account is then cancelled in the computerThe first copy goes into folder 'pending closure' file and the secodn is presented to the technician resposible for the town from which the call comesThey they return the call that dayOnce they have made contact with the customer and reached a resolution (confirmation of cancel or continuation of service) they return the form to us appropriately documentedMyself or their direct supervisor then follows up with an additional call to verify the resultAt thas point the two copies of the form are moved to the Cancelled file for future examination or returned to active statusThis process leaves us almost zero room for errorMoreover every call that comes in is documented by our office staff in paticular detail and these calls are returned within hours (it takes longer at the weekend as we are not open)Again, making it a practical impossibility that cancellations are not addressed immediately, when customers actually make the call We have serviced this address for Mr and Mrs [redacted] since On every invoice, statement and prepay letter there is a reminder that service continues from season to season and to call to make changesThis is standard practice within our industry and especially in New England with the unpredictability of the timing of SpringIt is essential that we have the freedom to visit our customers lawns the moment Mother Nature is readyWe rely on our customers to contact us to alter their service and keep them well notified of this responsibilityWe do have several instances each year where a customer neglects to make that call and calls 'after the fact' to complain and we address these on a case by case basisIn the majority of cases we take the hit and swallow the application performed while making our poilicies clearIt becomes difficult to swallow these costs when the first documented call comes months into the season after two applicationsMoreover it is not unheard of for me to receive calls meant for other destinations nor is it unusual to receive a call from customers who will fail to leave any identifying information yet ask for a return callEven more commonly I hear Ive been trying to call you but no-one picks up, the irony here being the reason no one picks up is we are busily answering calls from other customersWe do have a system that directs busy calls to a voicemail that notifies the caller of that fact thoughI do not know if any of these instances relate to this case but I am left searching for answers because we simply do not miss nor fail to return callsThe account was appropriately cancelled upon receipt of a call on June 13th With regards to being threatened by lawyers and collections, I am sorry to say I am left with only those options when someone refuses to pay a legitimate invoiceTHis took place in a conversation I had with Mr [redacted] when my receptionist responded to a message Mrs [redacted] leftNo threat was made, I made the customer aware of the next step in the process after I was told they refusing to pay, something I had just been made aware of, despite sending numerous statements and placing many calls none of which were returned until just recentlyThe reputable collection agency I have been working with has instructed me to advise customers of thisWith regards to honesty I can only stand by my good name and the good name of the companyI will also say though that I did offer as a middle ground to reduce the balance by half down to $in the interests of resolving the matter amicablyI was told that I was 'going to be reported to the Revdex.com'I stood fast because I believe in our company and this processI was then told by Mr [redacted] that the only deal he would make would be to pay the $and still report me to the Revdex.comI replied that if he felt the need to do that he should and I would respond to the complaint appropriatelyThat is where our conversation endedAt this juncture, good as my word, I credited the account as discussedDays later we received our most recent statement back in the mail with a note telling us they were not paying, contrary to his wordIt speaks volumes to me that the debt listed in the complaint isnt even accurate because we had already agreed to the lower amount and the account was already adjusted Attached you will find a copy of the customer screen denoting the cancellation date as indicated above along with the adjustment made to the balance after the most recent call, as agreed Global Green has done nothing other than attempt to collect payment for services provided in good faithI am saddened that the agenda here seems simply to be to tarnish the good name of my company and its representativesI will waive this debt in full at this juncture as it appears that there will be no remittance forthcoming and I will content myself in the lesson I have learned -------end of response-------- Regretfully [redacted] Operations Manager

Response to complaint:
My initial response to this complaint is how saddened I am that such an important institution as the Revdex.com is sometimes used as nothing more than ammunition in a disagreement such as this. In this case Global Green provided service in good faith and only...

wishes to be compensated for that work.
With regards to the assertion that the account was cancelled prior to the disputed applications I am struggling with how that could have happened. Every Spring we expect a certain number of cancellations  of our annual service. These happen for a variety of reasons: moving, change of financial situation, change of company, sometimes customer pass away and still others may not be 100% happy with the service. For many years Global Green has had an excellent system with regards to cancellations. Once a call/message is received the 'cancellation' is documented on a specific two copy form. The account is then cancelled in the computer. The first copy goes into folder 'pending closure' file and the secodn is presented to the technician resposible for the town from which the call comes. They they return the call that day. Once they have made contact with the customer and reached a resolution (confirmation of cancel or continuation of service) they return the form to us appropriately documented. Myself or their direct supervisor then follows up with an additional call to verify the result. At thas point the two copies of the form are moved to the Cancelled file for future examination or returned to active status. This process leaves us almost zero room for error. Moreover every call that comes in is documented by our office staff in paticular detail and these calls are returned within 24 hours (it takes longer at the weekend as we are not open). Again, making it a practical impossibility that cancellations are not addressed immediately, when customers actually make the call. 
We have serviced this address for Mr and Mrs [redacted] since 2008. On every invoice, statement and prepay letter there is a reminder that service continues from season to season and to call to make changes. This is standard practice within our industry and especially in New England with the unpredictability of the timing of Spring. It is essential that we have the freedom to visit our customers lawns the moment Mother Nature is ready. We rely on our customers to contact us to alter their service and keep them well notified of this responsibility. We do have several instances each year where a customer neglects to make that call and calls 'after the fact' to complain and we address these on a case by case basis. In the majority of cases we take the hit and swallow the application performed while making our poilicies clear. It becomes difficult to swallow these costs when the first documented call comes 2 months into the season after two applications. Moreover it is not unheard of for me to receive calls meant for other destinations nor is it unusual to receive a call from customers who will fail to leave any identifying information yet ask for a return call. Even more commonly I hear Ive been trying to call you but no-one picks up, the irony here being the reason no one picks up is we are busily answering calls from other customers. We do have a system that directs busy calls to a voicemail that notifies the caller of that fact though. I do not know if any of these instances relate to this case but I am left searching for answers because we simply do not miss nor fail to return calls. The account was appropriately cancelled upon receipt of a call on June 13th 2014.
With regards to being threatened by lawyers and collections, I am sorry to say I am left with only those options when someone refuses to pay a legitimate invoice. THis took place in a conversation I had with Mr [redacted] when my receptionist responded to a message Mrs [redacted] left. No threat was made, I made the customer aware of the next step in the process after I was told they refusing to pay, something I had just been made aware of, despite sending numerous statements and placing many calls none of which were returned until just recently. The reputable collection agency I have been working with has instructed me to advise customers of this. With regards to honesty I can only stand by my good name and the good name of the company. I will also say though that I did offer as a middle ground to reduce the balance by half down to $60 in the interests of resolving the matter amicably. I was told that I was 'going to be reported to the Revdex.com'. I stood fast because I believe in our company and this process. I was then told by Mr [redacted] that the only deal he would make would be to pay the $60 and still report me to the Revdex.com. I replied that if he felt the need to do that he should and I would respond to the complaint appropriately. That is where our conversation ended. At this juncture, good as my word, I credited the account as discussed. Days later we received our most recent statement back in the mail with a note telling us they were not paying, contrary to his word. It speaks volumes to me that the debt listed in the complaint isnt even accurate because we had already agreed to the lower amount and the account was already adjusted.  Attached you will find a copy of the customer screen denoting the cancellation date as indicated above along with the adjustment made to the balance after the most recent call, as agreed.
Global Green has done nothing other than attempt to collect payment for services provided in good faith. I am saddened that the agenda here seems simply to be to tarnish the good name of my company and its representatives. I will waive this debt in full at this juncture as it appears that there will be no remittance forthcoming and I will content myself in the lesson I have learned. 
-------end of response--------
Regretfully
[redacted]
Operations Manager