Creative Rain Irrigation and Grading

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Creative
Rain's offer to simply refund my backflow testing payment is not an acceptable
resolution for this complaintI signed a service agreement on April 16th,
regarding Creative Rain conducting my backflow testingPer Creative Rain's
email MsG*** stated the backflow testing would be completed within days
of spring turn onMy system was turned on when I signed the service agreement
on April 16th, for the season; therefore, Creative Rain should have
had my backflow testing completed before the middle of July
When
addressing MsG*** comment about them calling me back in regards to my
issue. No, they did not contact me to let me know there was a delay in my
scheduled completionWhen I called and spoke to *** about when my backflow
testing was going to get completed she advised it would be completed before the
weekend of July 29th, No one from Creative Rain called me on Friday
July 28th, to let me know my service would not be completed as verbally
promised by ***. When I called Creative Rain on Monday July 31st,
to inquire as to why my backflow testing had not been completed as promised, I
was told I would get a call backCreative Rain never called me back on Monday,
July 31st, I called again on Tuesday, August 1st again attempting to find
out why my service was not completed as promised and to find out why I did not
receive a return phone call on MondayYes, on Tuesday I did receive phone
calls back from Creative Rain regarding my issue
When
I spoke to *** on the phone, yes I was upsetI have called numerous times to find out why
it is taking months and months to get a service I paid for completed***
stated she was aware they (Creative Rain) were having issues with the
contractor they were using this year and she further stated she did not know if
the company would continue to offer service contacts in This statement
further frustrated me because she is stating she is aware of the issues with
the contractor they hired yet they have not tried to rectify the situation for
their customers by hiring a more competent contractor to fulfill their
outstanding service agreementsI advised her I felt that a partial refund
should be given to me because of all of the issues along with the fact they did
not complete the backflow testing in the time period *** stated it would be
completed (by the weeks end)*** stated she would call me back and when she
called me back she basically said maybe you should just find someone else to do
your backflow testing, at this point I was furiousI had spent numerous days
talking with Creative Rain on the phone trying to get an idea when the service
I paid for would be completedI even
asked *** who in the office was higher than her that I could talk to she
never once mentioned speaking to MsG***
***
stated she felt it would be best if they issued me a refund for my backflow
testingI advised *** that I did not want a refund and that I was under a
signed service agreementI wanted a resolution to this issue as a partial
refund due to them missing their stated completion date. *** further
stated she would send me the details to their lawyer which I have yet to
receiveThis is yet another example of an action they promised to do yet did
not fulfill
Ms
G*** regarding your desired settlement statement, your business did not call
me the week in which *** promised my backflow testing would be competed to
let me know your contractor was not going to make the promised verbal
completion timeframe of the week’s endYour business did not return my phone call
on Monday July31st when I inquired as to why my backflow testing had
not been completed as promised by ***I am not referring to the
conversation and return of phone calls on Tuesday, August 1stI have further
never had a company tell me before maybe it is better for you to just have
someone else complete your (paid for service) backflow testing and we are going
to violate a signed and paid for service agreementI agree my choice of worlds
on that day was not as I would have preferred but after having *** told me
what she did I was beyond frustrated with the lack of customer service. I do not understand if you were the highest
person in the office why I was not directed to you to resolve this issue after
I requested to speak to someone else higher in the office, especially since as
you stated in your email you were in the office at the time I called on
Tuesday
Regards,
*** ***

This email is in response to the above referenced customer complaint.Mr*** did sign an agreement with Creative Rain that stated his backflow testing would be completed within days of his spring turn onThe week his service was scheduled for completion, the temperatures were in
excess of degrees causing reduce work days which in turned caused us to extend when his service would be completed.Mr*** is incorrect in stating that our office never called him back as I was in the office during the phone calls to and from Mr***, our office employees tried numerous times to explain the situation to the customer but these communications were received with hostile responses from the customer that included extreme profanity. No matter what solutions we tried to offer Mr***, including a reschedule date, he responded with negativity and profanity, so much so that we had to hang up the phone and issue Mr*** a full refund check #*** August 1st in the amount of $***.I do not feel like this was the best solution to the problem as we would have liked to have provided Mr*** with his services but with out being able to discuss this with him professionally our only option was to refund his money.Desired Settlement - Creative Rain feels like it tried extensively to resolve this situation with Mr*** but due to the claim of us not returning his phone calls and the profanity, that it would be in the best interest of both parties that Mr*** be refunded his money.Sincerely,Susan G***PresidentCreative Rain IrrigationP.OBox ***, VA ***(P) ***-***-***(F) ***-***-***