July 10, Revdex.com Jefferson StNE, Suite A Albuquerque, NM RE; Complaint ID# [redacted] Dear Sir/Madam, I am in receipt of the complaint you received on our companyI must admit, I am totally shocked by itI have pulled all the records from the day we took the service request until the day we billed itThis is a first time customer according to our recordsWe took a service call from this customer on June 19, and scheduled him for Monday June Normally when people call in for service, especially new customers, they ask us our rates to which we reply that it is $per hour with a minimum of an hour, plus a $fuel surcharge, plus parts and taxOur rates do not seem to be the issue here but rather a complaint regarding pricing out the invoice in the office when our service tech turned it in for billingIf a customer has an issue signing the invoice as proof the work was performed, without prices on the Invoice, all they have to do Is tell the technicianThe technician then calls the office for prices and completes the invoice and collects for the invoice on a Cbasis In this case, our tech checked out the unit and diagnosed the problemHe noticed that the unit did not appear to be very old, so he took it upon himself to call the local a/c distributor that sells that brand of equipment to see if the parts that were defective happened to be in warrantyMay I point out that this customer stated that we are not upright, honest, or trustworthyWe did not sell this piece of equipment or install itWe had no warranty obligation to this customerIf we were not a trustworthy, honest, and a company with integrity, we would have replaced his parts at retail pricing and made a profit on those partsWe chose to go above and beyond, call to see if his unit had a parts warranty still In effect, order them, pay the distributor for them, and file a warranty claim for reimbursement all of which we had no obligation to do, As I stated, we did not sell him this equipment so we had no obligation to get his parts covered under warranter He is also stating that we altered the invoice without his permissionThe only thing we altered on his invoice was writing in the words "warranty" next to the parts we did not charge him for and writing in the prices of the other items not covered by the parts warranty on his unitThe technician stated that he told the customer the parts were still under warranty but the labor was not in warrantyIf the customer had a concern about what the charges were going to be, why did he not speak up and voice those concerns to the technician who asked him to sign the Invoice? The invoice would have been completed on the spot with no problem Regarding his complaint that we sent him a bill with a due date of July 10, 2014, giving him only days to pay, the invoice he signed states just above the signature line that all accounts are clue in full 10th of month following purchaseThe technician left a yellow copy of the Invoice with the customerHe knew there would be charges the day he called in and we were under no obligation to even bill this customer on a open account basisWe could have collected that same day but instead opened an account and billed him as the terms on the Invoice states I feel we went above and beyond for this customerIf he wanted the invoice priced on the spot, all he had to do was voice his expectationAs far as our payment terms, 10th of the month following purchase, it is probably the most common paymeht term on any open account with any company, big or small in the USAThe bill was only $Wow, Whit a value for the customer service we provided hlm I As stated at the beginning of this letter, I am shocked that this customer does not think we provided him excellent service Respectfully, [redacted] CFO, Co-owner
July 10, Revdex.com Jefferson StNE, Suite A Albuquerque, NM RE; Complaint ID# [redacted] Dear Sir/Madam, I am in receipt of the complaint you received on our companyI must admit, I am totally shocked by itI have pulled all the records from the day we took the service request until the day we billed itThis is a first time customer according to our recordsWe took a service call from this customer on June 19, and scheduled him for Monday June Normally when people call in for service, especially new customers, they ask us our rates to which we reply that it is $per hour with a minimum of an hour, plus a $fuel surcharge, plus parts and taxOur rates do not seem to be the issue here but rather a complaint regarding pricing out the invoice in the office when our service tech turned it in for billingIf a customer has an issue signing the invoice as proof the work was performed, without prices on the Invoice, all they have to do Is tell the technicianThe technician then calls the office for prices and completes the invoice and collects for the invoice on a Cbasis In this case, our tech checked out the unit and diagnosed the problemHe noticed that the unit did not appear to be very old, so he took it upon himself to call the local a/c distributor that sells that brand of equipment to see if the parts that were defective happened to be in warrantyMay I point out that this customer stated that we are not upright, honest, or trustworthyWe did not sell this piece of equipment or install itWe had no warranty obligation to this customerIf we were not a trustworthy, honest, and a company with integrity, we would have replaced his parts at retail pricing and made a profit on those partsWe chose to go above and beyond, call to see if his unit had a parts warranty still In effect, order them, pay the distributor for them, and file a warranty claim for reimbursement all of which we had no obligation to do, As I stated, we did not sell him this equipment so we had no obligation to get his parts covered under warranter He is also stating that we altered the invoice without his permissionThe only thing we altered on his invoice was writing in the words "warranty" next to the parts we did not charge him for and writing in the prices of the other items not covered by the parts warranty on his unitThe technician stated that he told the customer the parts were still under warranty but the labor was not in warrantyIf the customer had a concern about what the charges were going to be, why did he not speak up and voice those concerns to the technician who asked him to sign the Invoice? The invoice would have been completed on the spot with no problem Regarding his complaint that we sent him a bill with a due date of July 10, 2014, giving him only days to pay, the invoice he signed states just above the signature line that all accounts are clue in full 10th of month following purchaseThe technician left a yellow copy of the Invoice with the customerHe knew there would be charges the day he called in and we were under no obligation to even bill this customer on a open account basisWe could have collected that same day but instead opened an account and billed him as the terms on the Invoice states I feel we went above and beyond for this customerIf he wanted the invoice priced on the spot, all he had to do was voice his expectationAs far as our payment terms, 10th of the month following purchase, it is probably the most common paymeht term on any open account with any company, big or small in the USAThe bill was only $Wow, Whit a value for the customer service we provided hlm I As stated at the beginning of this letter, I am shocked that this customer does not think we provided him excellent service Respectfully, [redacted] CFO, Co-owner