Coverall Health-Based Cleaning Systems

I have attached a letter that I have sent to the customer to possibly resolve the matter

Thank you for forwarding the complaint made by [redacted] We take customer complaints very seriously and always strive to come to a satisfactory resolution for our customersCoverall periodically makes customer service calls to customers to check on service qualityIn addition our franchise owners periodically get surveys from the customers on the quality of serviceEnclosed you will find supporting documentation,showing that the customer relayed that service was satisfactory on several occasionsOn recent calls to the customer, there were some minor issues recently brought to our attention, and these were relayed to the franchise owner, but the customer stated they were still, overall satisfied with serviceAt no time did the customer call our support office, until the day they called to cancel service immediately on 12/12/We then explained that the support center had only recently gotten a minor complaint about service and that it was relayed overall service was satisfactoryThis complaint was relayed, shortly after calls regarding past due invoicesAt that time, the customer stated that there have been problems since we started serviceThe accompanying surveys initialed/signed by their own employees show that they did not express that to the support center or franchise owner.The customer also stated that they had written complaints in the logbook and pages were missingThe log book is for minor communications between the franchise owner and the customer, and we do not remove pages from the log book for review, the book is for the customers recordsCustomers are always advised that should they be dissatisfied with service to call their franchise owner directly, and if they can't be reached, to contact the support center for our assistanceFurthermore, as explained during the sales process, and written in the service agreement signed by the customer, there is a procedure for cancelling service due to non-performanceSection 8b says: Termination/Notice: If a party to this Contract fails to perform according to its obligations (the non-performing party"), the party claiming non- performance shall send the non-performing party written notice specifying the particular manner of non-performanceThis notice will provide that the nonperforming party will have fifteen (15) days from receipt of the notice to cure or correct the items of non-performanceIf these items have not been corrected or cured within this fifteen (15) day period, the claiming party may issue a thirty (30) day written notice of termination and/or pursue other available remedies for defaultOn 12/12/16, when we advised the customer on the on the agreement terms, their response was that they followed the procedures and nothing was doneWe advised that we did not receive anything in writingAnd that if they were truly dissatisfied, they had the option, not to renew the agreement and end service on the anniversary date of 1/23/17, which would be a shorter time period than termination for non-performanceThe customer relayed that neither option was satisfactoryOur duty to the franchise owners is to uphold the agreements to protect their investmentSince there had been no significant service concerns relayed to the support office, and no written notice sent as required in section 8b, we could not immediately cancel serviceWe did express that we would be happy to immediately accompany the franchise owner to their facility and go thru any service concerns with them at their earliest convenienceThe customer said that they were not interested in doing that.Later that same day, the customer hand delivered a letter to the support office, stating that they wanted their key returned immediatelyIt also stated that they forbid us to enter their facility without one of their employees being presentWe then contacted the customer again, and advised the customer that since they were not allowing us to correct the items claimed as nonperformance,we would have to enforce the agreement and bill them to the anniversary dateThe customer expressed that they would continue service to the anniversary date, but that the franchise owner would have to service the account during the day under their supervisionWe explained that there would be an additional charge for service during daytime hours, due to the difficulty and extra time working around employees conducting their workIn addition, we explained that we cannot demand the franchise owner change from the agreed after hour's service, to a day time servicesJust as they would not demand their own employees switch from daytime schedules to evening schedulesWe advised the customer that we would discuss the change with the franchise owner and try to make it work if they were willing to pay the additional service chargeThe customer relayed that they were unwilling to pay the additional service chargeWe made every attempt to resolve the situation with the customerOur service is our reputation and it is always a serious matter to usUnfortunately the customer never expressed the level of dissatisfaction claimed in their Revdex.com complaint, to the franchise owner or support officeThe customer could have invoked their right under section 8b of the agreement and cancelled months ago, if service was that unsatisfactoryIn addition, if that level of dissatisfaction had been expressed to the support office, we would have taken quick action, as it is every franchise owner's obligation to uphold our brand.Included with this response is a copy of the service agreement, satisfaction surveys showing service was satisfactory, signed by the customers office managers at the timeAnd some letters of recommendation from other customers that the franchise owner provides cleaning services for.We have always found the franchise owner to do quality work and be very attentive to her customers' needs.Coverall Health Based Cleaning Robert [redacted] Regional Director 12/29/

Thank you for forwarding the complaint made by [redacted]. We take customer complaints very seriously and always strive to come to a satisfactory resolution for our customers. Coverall periodically makes customer service calls to customers to check on service quality. In addition our...

franchise owners periodically get surveys from the customers on the quality of service. Enclosed you will find supporting documentation,showing that the customer relayed that service was satisfactory on several occasions. On recent calls to the customer, there were some minor issues recently brought to our attention, and these were relayed to the franchise owner, but the customer stated they were still, overall satisfied with service. At no time did the customer call our support office, until the day they called to cancel service immediately on 12/12/16. We then explained that the support center had only recently gotten a minor complaint about service and that it was relayed overall service was satisfactory. This complaint was relayed, shortly after calls regarding 2 past due invoices. At that time, the customer stated that there have been problems since we started service. The accompanying surveys initialed/signed by their own employees show that they did not express that to the support center or franchise owner.The customer also stated that they had written complaints in the logbook and pages were missing. The log book is for minor communications between the franchise owner and the customer, and we do not remove pages from the log book for review, the book is for the customers records. Customers are always advised that should they be dissatisfied with service to call their franchise owner directly, and if they can't be reached, to contact the support center for our assistance. Furthermore, as explained during the sales process, and written in the service agreement signed by the customer, there is a procedure for cancelling service due to non-performance. Section 8b says: Termination/Notice: If a party to this Contract fails to perform according to its obligations (the non-performing party"), the party claiming non- performance shall send the non-performing party written notice specifying the particular manner of non-performance. This notice will provide that the nonperforming party will have fifteen (15) days from receipt of the notice to cure or correct the items of non-performance. If these items have not been corrected or cured within this fifteen (15) day period, the claiming party may issue a thirty (30) day written notice of termination and/or pursue other available remedies for default. On 12/12/16, when we advised the customer on the on the agreement terms, their response was that they followed the procedures and nothing was done. We advised that we did not receive anything in writing. And that if they were truly dissatisfied, they had the option, not to renew the agreement and end service on the anniversary date of 1/23/17, which would be a shorter time period than termination for non-performance. The customer relayed that neither option was satisfactory. Our duty to the franchise owners is to uphold the agreements to protect their investment. Since there had been no significant service concerns relayed to the support office, and no written notice sent as required in section 8b, we could not immediately cancel service. We did express that we would be happy to immediately accompany the franchise owner to their facility and go thru any service concerns with them at their earliest convenience. The customer said that they were not interested in doing that.Later that same day, the customer hand delivered a letter to the support office, stating that they wanted their key returned immediately. It also stated that they forbid us to enter their facility without one of their employees being present. We then contacted the customer again, and advised the customer that since they were not allowing us to correct the items claimed as nonperformance,we would have to enforce the agreement and bill them to the anniversary date. The customer expressed that they would continue service to the anniversary date, but that the franchise owner would have to service the account during the day under their supervision. We explained that there would be an additional charge for service during daytime hours, due to the difficulty and extra time working around employees conducting their work. In addition, we explained that we cannot demand the franchise owner change from the agreed after hour's service, to a day time services. Just as they would not demand their own employees switch from daytime schedules to evening schedules. We advised the customer that we would discuss the change with the franchise owner and try to make it work if they were willing to pay the additional service charge. The customer relayed that they were unwilling to pay the additional service charge. We made every attempt to resolve the situation with the customer. Our service is our reputation and it is always a serious matter to us. Unfortunately the customer never expressed the level of dissatisfaction claimed in their Revdex.com complaint, to the franchise owner or support office. The customer could have invoked their right under section 8b of the agreement and cancelled months ago, if service was that unsatisfactory. In addition, if that level of dissatisfaction had been expressed to the support office, we would have taken quick action, as it is every franchise owner's obligation to uphold our brand.Included with this response is a copy of the service agreement, satisfaction surveys showing service was satisfactory, signed by the customers office managers at the time. And some letters of recommendation from other customers that the franchise owner provides cleaning services for.We have always found the franchise owner to do quality work and be very attentive to her customers' needs.Coverall Health Based Cleaning Robert [redacted] Regional Director 12/29/16

I have attached a letter that I have sent to the customer to possibly resolve the matter.

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]