Computers 'Plus'

Thank you for submitting this information. Please find your updated invoice attached to this message. Our technician spent 4 hours at your home completing work for you. The project was not entirely completed at the first appointment and additional time was scheduled. The customer expressed concern...

that the project was taking longer than they originally anticipated. In return, Customer Service offered to apply a coupon towards the job and during the same phone call the continuation appointment was scheduled. The day of the return visit, [redacted]. [redacted] cancelled the appointment, which is why the job was not fully completed. The [redacted]'s are still held responsible for the time our technician spent at their property during the first visit. Please review the attached, revised invoice and submit your payment to the office. Thank you.

To Whom It May Concern:In response to [redacted]'s complaint, we do say that we completed the job to satisfaction and our best standard. She did call in to the office 15 days after the service was completed to say that the hot water was not working. We scheduled a free of charge service call for...

her, but before the date of the service call came she had called us back to cancel this appointment. She assured us that she was mistaken (her son had told her bad information) and that everything was working perfectly. We have documentation of this. We are prepared to come to the house to fix the problem she is having, but this is a separate issue to the original job. We offered a 25% discount on any labor we perform for her. Please let me know if you have any questions or further concerns, thanks!Sincerely,Melissa K[redacted]

.we[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.   I would like to  add that this is the second time that we agreed to have them come out to our  house. The first time the man claimed he was sick the second time he did not call or come.  He  was the same man that did the poor work in the first place. He also lied to Melissa claiming that he  scraped our doors, no one  ever scraped our  doors. So we will see what they do this time.  Because we will have to spend so much more money to fix things, they messed up, we are prepared to take legal action in this case. Our family atty. advised  us to try and work this thing out, if not we are to contact him.  Hopefully these people will do the right thing and get their selves together. In view of the way this company responded to our complaint , we will never ever use this company again and I will discourage others from using them. 
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. 
Regards,
[redacted]
P.S.  We received a call from the company, but we were4 not in and a message was left on 8/2/15. we returned the call, they not in we left a message. also we have responded to their e-mail to come out to the home to see the work will stay in touch until this is resolved.  thank  you     [redacted]

[redacted],Please be assured that it is not our practice to up-sell or "gouge" our customers. I spoke personally with the technician who originally came out to do the job, while he was on site. He had tried his best to do the job for you, but it was just too much for one person. As you stated, you did end up having a 2-man team to complete the job for you. I believe everything that happened after that first visit was unfortunately a series of miscommunication and misunderstandings. For larger jobs, we do quote flat rates for the labor. This always works in the customer's favor.Regardless, I really am sorry that this left a bad taste in your mouth. Sometimes from here in the office it is difficult to gauge the scope of actual work. Please understand this. We are a small business that have been around for quite a while! We do not benefit from harming our customers. We are glad you got your job finished and are happy. See attached photo, for reference, from the original technician who tried his best to get this done for you.Sincerely,Melissa K[redacted]

From: Melissa K[redacted]Date: Mon, Aug 24, 2015 at 12:17 PMSubject: Jan Hall - [redacted]To: [redacted]@myRevdex.com.orgDear [redacted], I reached out to [redacted] again last week. We agreed to send out a different technician to re-scrape and paint the door for her. I hope this will satisfy her and we could then close this case. It is our aim to please our clients. Thanks for following up with me, [redacted].  Our technician will be at her residence Friday morning. Best Regards, Melissa K[redacted]Jeeves Handyman ServicesCustomer Service Team[redacted]www.jeeveshandyman.com

To Whom It May Concern:It is regrettable that this happened. Our technicians and our company services a very wide area. On a given day, they travel to many different destinations. On that day, he was coming from Beltsville, MD to be specific. We always have a cancellation fee when the customer does...

not call to advise us of the issue. This is just to cover the technician's time and gas. They are real people driving out in the real world and make many stops within a day. He actually waited for well over an hour at your home. It was the General Manager of the company himself who you originally spoke with and he was sure you said you would be there.I am adjusting your no-show fee to the standard $50.00; but it is our standard. It is only fair to our technicians and the people who work hard in the office scheduling and making everything happen. We are a small, local business. These types of things matter.Again, I am sorry that this escalated. I will be in contact with you directly to address the next step. Thank you, and hopefully you will choose to use us again in the future. I hope you have healed well.Melissa K[redacted]

Dear Sir/Madam:We were aware of this situation. The job was a tricky one, and the customer was refusing to pay for the technician to take his time and care. He demanded it be completed within a certain time frame, and we did our best to oblige. I will confer with the technician and see what...

adjustments we can make to the invoice. I will send a response by Monday afternoon.Thanks for your consideration!Melissa K[redacted]