Cleaning Authorityof Charlotte (The)

I received a call from this customer on 2/16/16. He was extremely frustrated as he had some billing issues that have gone unresolved for an extended period of time. Though not to excuse the office from lacking in a timely resolution, I feel that I should explain that there was a
lot of transition in staff over the last year and a half, which I credit to this issue, "slipping through the cracks". For that, I am extremely sorry. I certainly understand the frustration that this customer must have with our office. I believe that, after speaking with the customer on 2/16/16, I have resolved the issue, satisfactorily. There was an error in our practice management software, that was causing the customer to get a bill, when in fact, he did not owe us any money. To address his complaint of changing the name on the account, that was also an error, on our part, in the updating of his address.To explain, originally this customer was in our system, on the same account as his now ex-wife. In July 2014, he requested to be taken off of the account of his ex-wife. At this time, the office manager, who is no longer with the company, separated the accounts. One of the accounts had a credit, while the other had a balance. When she separated the accounts, she used an incorrect balance transfer code. Instead of transferring a credit from the ex-wife's account, which would have zeroed out the balance for this customer, she debited the money, causing an additional balance. During one of the customer's phone calls to the office, I believe that he asked us to change the address on he accounts so that we sent his bills to his address and his ex-wife's bills to her address. It looks as thought the address on the new account was either never updated, to reflect the customer's own address or updated incorrectly.I have already expressed my sincerest apologies to this customer during my conversation with him on 2/16/16. I understand his frustrations and hope that we can move forward from here. It is my understanding that at this point, the customer is satisfied with the resolution. If you have any questions or concerns, please do not hesitate to contact me.Sincerely,***
Practice Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
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