[redacted] ...⇄ April 12, 2017 The Revdex.com ...⇄ ID Number: [redacted] Dear [redacted], Thank you for bringing to our attention our failure to provide the quality of service [redacted] was right to expect from our [redacted] service. We have issued [redacted] a full refund of $225 applied to his credit card and would like to offer him a free [redacted] Report if that would be of any use to him. We understand that he incurred charges for renting a car while waiting to get our [redacted] Report so he could proceed with his vehicle purchase. If he lets us know that he would like us to, we will also reimburse him for up to two weeks of his car rental cost to offset the cost for the time he unexpectedly had the rental car beyond what he anticipated. As [redacted] stated, when he placed his telephone order on March 13, 2017, we quoted him our currently effective 15-17 business day maximum turn-around time. We did not get his report done within l0 business days (by March 27) which is the time period we actually targeted for him. That would have given him time to buy the car and get the benefit of factory incentives before they were due to expire on April 3. We like to get our customers our reports far enough in advance of expiration of factory incentive programs that the customers don’t have to rush to buy before the incentives reflected in our price quotes expire. If we won’t be able to meet that time target, we like to contact our customer to ask if they are okay with getting their report with the need for quick action to avoid losing the benefit of the current month’s factory incentives or if they are willing to wait for us to get bids after the next month’s factory incentives are announced. We messed up by failing to call [redacted], as we ordinarily would in such circumstances, by April 27. We regret that. We also, of course, regret not getting him his report by April 27—substantially sooner than our 15-17 business-day quoted turn-around time. We try to beat the stated turnaround time consistently. Things were made even worse because Infiniti delayed starting the new month’s incentive program to April 10, meaning we couldn’t start getting bids on April 3. As [redacted] has suggested, we will be tightening up our systems to ensure that we notify customers of any delay in a timely manner and we are working hard to speed up our overall report turnaround time. Sincerely, Robert K[redacted], President Center for the Study of Services/Consumers’ Checkbook/[redacted] 1625 K Street NW 8th Floor Washington, DC. 20006 [redacted]
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[redacted] ...⇄ April 12, 2017 The Revdex.com ...⇄ ID Number: [redacted] Dear [redacted], Thank you for bringing to our attention our failure to provide the quality of service [redacted] was right to expect from our [redacted] service. We have issued [redacted] a full refund of $225 applied to his credit card and would like to offer him a free [redacted] Report if that would be of any use to him. We understand that he incurred charges for renting a car while waiting to get our [redacted] Report so he could proceed with his vehicle purchase. If he lets us know that he would like us to, we will also reimburse him for up to two weeks of his car rental cost to offset the cost for the time he unexpectedly had the rental car beyond what he anticipated. As [redacted] stated, when he placed his telephone order on March 13, 2017, we quoted him our currently effective 15-17 business day maximum turn-around time. We did not get his report done within l0 business days (by March 27) which is the time period we actually targeted for him. That would have given him time to buy the car and get the benefit of factory incentives before they were due to expire on April 3. We like to get our customers our reports far enough in advance of expiration of factory incentive programs that the customers don’t have to rush to buy before the incentives reflected in our price quotes expire. If we won’t be able to meet that time target, we like to contact our customer to ask if they are okay with getting their report with the need for quick action to avoid losing the benefit of the current month’s factory incentives or if they are willing to wait for us to get bids after the next month’s factory incentives are announced. We messed up by failing to call [redacted], as we ordinarily would in such circumstances, by April 27. We regret that. We also, of course, regret not getting him his report by April 27—substantially sooner than our 15-17 business-day quoted turn-around time. We try to beat the stated turnaround time consistently. Things were made even worse because Infiniti delayed starting the new month’s incentive program to April 10, meaning we couldn’t start getting bids on April 3. As [redacted] has suggested, we will be tightening up our systems to ensure that we notify customers of any delay in a timely manner and we are working hard to speed up our overall report turnaround time. Sincerely, Robert K[redacted], President Center for the Study of Services/Consumers’ Checkbook/[redacted] 1625 K Street NW 8th Floor Washington, DC. 20006 [redacted]