Culligan of Austin

Initial Business Response / [redacted] (1000, 5, 2016/02/14) */ Hello, Mr [redacted] rented an iron-cleer and a softener from us for monthsThere was an original balance of $on Mr [redacted] 's bill on 10/31/14, due to his first month's rent of $and $for the installation due to extensive replumbingI credited off a service call for $prior to the installation and $off the installation because the customer decided to do business with us -His first payment was on December 4, for $-His second payment was for $on 12/17/ -His third payment was for $on 1/6/ -No payment was received in February -His fourth payment was on 3/3/for $ -Mr [redacted] 's monthly bill for renting both pieces of equipment was $90.74, plus the late fee Mr [redacted] incurred every month gives a total of $Thus, Mr [redacted] owed a large bill at the beginning, which he never paidHe typically paid under the $that he would need to pay just to pay the monthly balance, if he paid anything at all At the end of May, he owed $He then made payments in July for a total of $375, so it looked like he was making progress as the bill was down to $Our employee was able to get him to understand that he needed to pay at least $every month just to pay off that month's billHe paid $most months, but missed a payment in December, so his balance was then $ -On 2/26/XXXX made up a removal service call due to $balanceHome locked -On 3/2/ [redacted] called at said "he will make a payment today and will pay up when taxes come"Never caught up -On 4/28/XXXX talked with him about removing his equipmentHe said he does not want his equipment removed and "will see if he can come up with more money to pay so he can get this caught up"Never happened -On 6/29/XXXX made up a removal service call due to $balanceHome lockedHe called the office -On 9/14/he was put into phase collections -On 10/14/XXXX made up a removal service call due to $balanceHome locked -I called him on 11/16/and he said he was going to work overtime this month and get caught up on his billNever happened, in fact he never made a December payment -On 1/8/XXXX mailed out a pull letter, indicating we want the equipment back -On 1/15/I talked to him about taking his equipment backHe said he will try and get the money and call on Monday 1/18/He never called, so XXXX made up a removal for 1/27/ -On 1/18/XXXX made up a removal service call due to $balanceHome locked -As you can see there is a pattern here of Mr [redacted] not paying his bill, not living up to the promises he makes, nor will he allow us to remove OUR equipmentThere are also many attempts to remove his equipment, so our removal should not come as any surprise to him -On 1/27/XXXX made up a removal service call due to $balance(service tech) XXXX called me and said the house was unlockedHe told me he called Mr [redacted] prior to going there, as he always does for removals, but did not reach himXXXX asked me if I wanted him to take the equipment and I told him yesThere is a clause on our contract that states that the customer will allow us access to their homeWe assumed he had left it open for us to remove his equipment -Mr [redacted] called the sheriff and accused XXXX of stealing $cash and a $1,check from his washer and dryerPer the police report, "XXXX then had a conversation with [redacted] about the missing moneyDuring this conversation, [redacted] was displaying signs of deceptionAfter a long discussion, [redacted] ultimately admitted he fabricated his statement about the stolen money from the laundry table [redacted] stated he lied about the missing money due to being under financial stress [redacted] didn't want his wife, [redacted] to find out the equipment was repossessed [redacted] was remorseful and apologized for making up the story about the stolen money." -Mr [redacted] says we flooded his basement, my employee tells me there was inches of water in his basement when he arrived -We tried to arrange a time to remove his equipment but he never complied - that is the purpose of the pull letters In an email to my salesman: -He wants $for water in his basementMy employee tells me there was already water in his basement -He threatens to go to TV stations if we don't pay him all of this We talked one morning recently for minutesHe apologized many times about many thingsI explained the entire billing sequence to him and his failure to keep current on his billHe knew that by December we were through doing business with him and wanted our equipment backHe decided to over-react to the situation rather than allowing us to remove our equipment and cease doing business with him We will do business with anyone, however we expect them to keep current on their billIf not, then we expect the customer to allow us to remove our equipment, which is what it states on our contract, that Mr [redacted] signed Regards

Initial Business Response /* (1000, 5, 2016/02/14) */
Hello,
Mr. [redacted] rented an iron-cleer and a softener from us for 15 months. There was an original balance of $453.84 on Mr. [redacted]'s bill on 10/31/14, due to his first month's rent of $90.74 and $198 for the installation due to extensive...

replumbing. I credited off a service call for $69.95 prior to the installation and $99 off the installation because the customer decided to do business with us.
-His first payment was on December 4, 2014 for $20. -His second payment was for $20 on 12/17/14.
-His third payment was for $50 on 1/6/15.
-No payment was received in February.
-His fourth payment was on 3/3/15 for $60.
-Mr. [redacted]'s monthly bill for renting both pieces of equipment was $90.74, plus the late fee Mr. [redacted] incurred every month gives a total of $95.74. Thus, Mr. [redacted] owed a large bill at the beginning, which he never paid. He typically paid under the $95.74 that he would need to pay just to pay the monthly balance, if he paid anything at all.
At the end of May, he owed $724.76. He then made 3 payments in July for a total of $375, so it looked like he was making progress as the bill was down to $441.22. Our employee was able to get him to understand that he needed to pay at least $95 every month just to pay off that month's bill. He paid $95 most months, but missed a payment in December, so his balance was then $634.92.
-On 2/26/15 XXXX made up a removal service call due to $501.80 balance. Home locked.
-On 3/2/15 [redacted] called at said "he will make a payment today and will pay up when taxes come". Never caught up.
-On 4/28/15 XXXX talked with him about removing his equipment. He said he does not want his equipment removed and "will see if he can come up with more money to pay so he can get this caught up". Never happened.
-On 6/29/15 XXXX made up a removal service call due to $624.76 balance. Home locked. He called the office
-On 9/14/15 he was put into phase 1 collections.
-On 10/14/15 XXXX made up a removal service call due to $537.70 balance. Home locked.
-I called him on 11/16/15 and he said he was going to work overtime this month and get caught up on his bill. Never happened, in fact he never made a December payment.
-On 1/8/16 XXXX mailed out a pull letter, indicating we want the equipment back.
-On 1/15/16 I talked to him about taking his equipment back. He said he will try and get the money and call on Monday 1/18/15. He never called, so XXXX made up a removal for 1/27/15.
-On 1/18/16 XXXX made up a removal service call due to $634.92 balance. Home locked.
-As you can see there is a pattern here of Mr. [redacted] not paying his bill, not living up to the promises he makes, nor will he allow us to remove OUR equipment. There are also many attempts to remove his equipment, so our removal should not come as any surprise to him.
-On 1/27/16 XXXX made up a removal service call due to $539.92 balance. (service tech) XXXX called me and said the house was unlocked. He told me he called Mr. [redacted] prior to going there, as he always does for removals, but did not reach him. XXXX asked me if I wanted him to take the equipment and I told him yes. There is a clause on our contract that states that the customer will allow us access to their home. We assumed he had left it open for us to remove his equipment.
-Mr. [redacted] called the sheriff and accused XXXX of stealing $600 cash and a $1,000 check from his washer and dryer. Per the police report, "XXXX then had a conversation with [redacted] about the missing money. During this conversation, [redacted] was displaying signs of deception. After a long discussion, [redacted] ultimately admitted he fabricated his statement about the stolen money from the laundry table. [redacted] stated he lied about the missing money due to being under financial stress. [redacted] didn't want his wife, [redacted] to find out the equipment was repossessed. [redacted] was remorseful and apologized for making up the story about the stolen money."
-Mr. [redacted] says we flooded his basement, my employee tells me there was 4 inches of water in his basement when he arrived.
-We tried to arrange a time to remove his equipment but he never complied - that is the purpose of the pull letters.
In an email to my salesman:
-He wants $99 for water in his basement. My employee tells me there was already water in his basement.
-He threatens to go to 3 TV stations if we don't pay him all of this.
We talked one morning recently for 30 minutes. He apologized many times about many things. I explained the entire billing sequence to him and his failure to keep current on his bill. He knew that by December we were through doing business with him and wanted our equipment back. He decided to over-react to the situation rather than allowing us to remove our equipment and cease doing business with him.
We will do business with anyone, however we expect them to keep current on their bill. If not, then we expect the customer to allow us to remove our equipment, which is what it states on our contract, that Mr. [redacted] signed.
Regards