D&J Chainsaws and Small Engine Repair

In response to the consumer complaint dated Christmas Day 2015, for service provided months prior to the complaint on 8/29/2015.My name is Ryan B, and I'm the manager at the Frackville location where service was rendered and I have had contact with the customer one two occasions as I oversee and proof all of the work is done by the technicians who staff our store location.On 8/29/a laptop computer was dropped off for repair work which entailed the reinstallation of the [redacted] operating system on the computer in question, a cleaning of the system fan unit as it was reported by the customer to be overheating and shutting down, and a data backup of [redacted] and all the associated profile data was requested.This system was dropped of by someone OTHER than the individual filing this complaint The work order is under the name [redacted] ***.I was the individual taking the laptop in and creating the work order so I have access to the full details of the intake and work order:At the time of the drop-off, the computer was turned on, per our procedure, at the counter so we can get a visual idea of what type of problems were being experienced and to ensure that our initial diagnosis was correct At the time of the dropoff, we asked if there was any data to be saved, backed up to secure storage, and then restored after the system was reinstalled with the fresh copy of [redacted] The customer said "I don't know, save whatever you can".At the time of the intake, it appears that the person making the dropoff was not informed by the computer's owner of any specific of what services they wanted, and therefore made the choices that were reflected on the work order during the intake.We gave the ESTIMATED total of $plus applicable state taxes as the SKUs that were placed on the work order are as follows:Reinstall Bundle: Includes full system reinstall, updating, and creation of a secure recovery system for disaster restore, and backup of applicable data UP TO 5GB with additional charges for each GB of data over - $Cleaning: Sku covers any specific cleaning service and in this case covered the dismantle of the laptop to reach the GBCharge: $for each GB over the 5GB of backup data that needs to be processed (backed up to secure storage and restored to the system upon service completion)As we cannot predict the amount of data involved in any particular case until the backup service is complete, the GB charge was left unpopulated on the work order until the service completion, at which time the amount of data would be known and populated accordingly.The total amount of data was 36.2GB For security and privacy reasons, the data is backed up en masse, and we never pick through a customer's documents, pictures, or other personal files unless specifically requested by the customer.Therefore the total backup data would have been 36.2GB minus 5GB, leaving a GB charge of We usually round these down to even numbers for the sake of our point of sale software which does not accept fractional service numbers.Thereby adding a GB charge of $to the final work order.The final work order total came to $plus applicable state sales tax of $9.30, making the final total of $164.30.The work was completed on 8/and the Call for Pickup was made at 7:PM to the phone number provided at the time of intake: ###-###-####This phone number was not answered when called, and no voicemail was setup on the line, so no message could be left and no additional contact information was left with us.In cases like this, we wait for the customer to contact us, as there is no other information we can use to track down the owner than what was provided to us at the time of intake.The system was picked up and the work order was rung through by our technician Lawrence *.L [redacted] had reported to me that the person picking up the laptop and paying for the balance said she was not happy with the balance due as she had never asked for data to be backed up.This is true as she is not the person who made the drop off, nor the requests, nor was she our customer as far as the signed work order was concerned[redacted] had called a few days after the pickup on 9/6/2015.Lawrence Nhad spoken with her and once again explained the charges She had asked to speak with a manager and provided a call back number which was given to me on my next work day.I attempted to call times during the course of that day and two days subsequent The phone number she provided went to two rings and then an immediate busy, which would normally indicate that the call was being rejected on a cell phone.In any case, regardless of what her wishes were, we were given the order at the time of intake by [redacted] ***, who is our customer [redacted] has no claim to any refund for work performed as she is not our customer, and we did not perform any work for her.Furthermore, we perform our work based on the orders given by the customer at the time of intake, or during any phone calls that might be made in the course of completing the repairs.To directly address each portion of the complaint: When my parents went to pick up the computer, the bill increased by 50% of the quoted price.The bill would have been $plus state sales tax, if this was the case.When I read over the receipt, I noticed that they performed extra backup that was not agreed upon[redacted] had given us the instructions to perform the backup and the additional data In the SKU description for the $SKU it states the 5GB of data is included and any additional GB would be $extra per GB We were quoted a price of $We were also given no actual receipt or anything to prove the agreementThe minimum total before state tax would have been $as the Reinstall Bundle SKU is $and the cleaning charge is $15.00The text on the work order that was signed in agreement at the time of intake is below:"I have read, and fully understand all policies, and I agree to be bound by all Vertigo Systems' policies, terms, and conditions & the terms and conditions of my cardholder agreement, when applicable, for all credit and debit transactionALL DOLLAR AMOUNTS ON WORK ORDERS ARE ESTIMATED AND ARE SUBJECT TO CHANGE.Warranty on all labor and service items is days from the date of pickupReturn periods and policies are posted in storeAny items not picked up after days from date of dropoff will as storage fees or be disposed ALL transactions are bound by Vertigo Systems' warranties and policiesALL workorders & Layaways MUST be paid in full prior to pickupServices and parts less than $are subject to automatic approval by the customer to expedite repairs A complete printed copy of the policies that govern all transactions is available upon request and posted in every store All returns & cancellations are subject to a 20% restocking fee subtracted from the refund amount." They also removed my [redacted] and downloaded a generic version of it.If the customer had provided the license key for their copy of office at the time of intake we would have been happy to install the software which would be included with the reinstall service The customer is also free to do this themselves provided they have a LEGAL LICENSE KEY United States Copyright Law and Microsoft's terms of service and end-user license agreement forbids us from installing software without proof of purchase or legal license key If there is any issue with this, they may contact [redacted] for assistancethey said they would talk it over with the manager and get back to me, but its been three months and I still have not heard back from them.If appropriate contact information was provided, we could have certainly make contact and explained the charges.Lastly, If the customer or their assignee cannot be contacted reliably or rejects our attempts to make contact, we have no ability to mediate the issue.In summation, we cannot offer any refund for the reasons outlined above, let alone for the timing of this complaint at almost FOUR MONTHS after the date of service.We apologize for any miscommunication that may have occurred between Michael and Sarah Dolan, but unfortunately, our influence does not reach that far into interpersonal relationships as we're just a computer repair company.Thank you,Ryan B.ManagerVertigo System #***Frackville, PA 17931###-###-####---------------------------------------------------------------...⇄ Information: [redacted] *** [redacted] **Girardville , PA ***Daytime Phone: ###-###-####E-mail: [redacted] @***.comThe details of this matter are as follows:Complaint Involves:Service Issues Customer’s Statement of the Problem:My parents went to have our computer fan cleaned and the computer restoredThey also told us that they would install the latest issue of [redacted] We were quoted a price of $We were also given no actual receipt or anything to prove the agreementWe only received a receipt saying that we gave them a security deposit (which was approximately 50% of the quoted price)When my parents went to pick up the computer, the bill increased by 50% of the quoted priceWhen I read over the receipt, I noticed that they performed extra backup that was not agreed uponThey also removed my [redacted] and downloaded a generic version of itWhen asked if we could get a refund on the things that we never agreed upon them doing, they said they would talk it over with the manager and get back to me, but its been three months and I still have not heard back from them.Complaint Product/Service: computer rapairPurchase Date: 8/28/2015Model:Account Number:Order Number:Talked to Company: 10/16/2015Name of Salesperson: Purchase Price: $165.00Disputed Amount: $Desired Outcome/Settlement: I just want a refund of the money for the not agreed upon servicedIf they could install the original the [redacted] office, that would be great tooDesired Settlement: Refund

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I will not agree to disagree on the matterI'm not willing to be taken advantage of in this situationI appreciate the offer of meetingBut there really is nothing you can do for meThe computer was fixed yesAnd I will admit, the work that was performed was done wellBut the price charge was outrageousAnd whether it was a misunderstanding or a blatant lie in order to get more money, I think you should change policy to avoid this situation with future customersMaybe give them a call if what you THINK you should be backing up goes over the limitThat way they can stop you before uneccessary work is done and they are over charged for something they did not realize was going to be done I still believe you can have better customer serviceAnd I do still believe your Revdex.com rating should be decreased because if this has happened to me, I'm sure it's happened to others, but this time someone finally spoke up.
Regards,
*** ***

*** ***
As I said previously, there seems to be nothing I can do to assuage you and somehow 'correct' the issue that has arisen here to your satisfaction; And if it is misunderstanding then both parties are to blame and you would have to agree to walk away.As I've been manager for years with the company, I can only recall perhaps Revdex.com complaints, all of which were resolved, whether the customer accepted them or not, they were found to be groundless by Revdex.com arbitration, hence our rating.If everyone who was satisfied with a job well done took the time to write a review or post a comment, instead of those who are upset, we'd be overwhelmed in social media compliments And this is not hyperbole, as our longevity in this business is no accident when every computer garage shop closes up in months.We don't surprise anyone with outrageous charges, and if you wish, I can provide a copy of the signed document which does state several key points in a reasonable size font, those being:The prices on workorders are estimates that are made to the best of our ability at the time of the intakeThis doesn't mean we don't get in touch with the customers when there is a grossly miscalculated estimate, as we do make an attempt, OR we simply write off the extra time and materials that we expend in cases where we are able to, so we can improve the customer experience by sticking to the estimates as closely as possible This would not have been possible in your situation as it was a data retrieval process, and there is nothing about that type of service that is quick or easy.Any service or product that would cost under $is subject to automatic approval in order to keep our workflow goingThis is so we don't have our pickup shelves filled with items waiting on callbacks If you feel that our communication was not sufficient, you should see the poor communication we sometimes receive from customers that caused this clause to be put into the contract in the first place.$is what seems to be the sticking point on this, and the amount of data was over the total of 5GB which was included with the REINSTALLBUNDLE service and we billed less than the total amount of data recovered (37GB), Even in this situation, the numbers were rounded down as per our operating procedure.The last and only thing I can offer you is a $credit towards future services, and this is me bending over backwards for youOur technicians are paid a living wage and not minimum wage, and it DOES cost more than a cheeseburger at *** to be sure our employees are content and therefore do quality work As such, when we are forced to credit back labor charges to resolve a dispute, especially when it's in the spirit of providing a good customer service experience, we don't do so lightly because, in the end, it represents a local worker taking a schedule cut to make sure the business stays on track, and stays open for future services and honoring warranties We don't expect our employees to work for free, but we can't breach our operating budgets either.If this is amicable to you, then we'll make the note in the account under the name *** *** for future service work and you can close the dispute on your side.Ryan B.ManagerVertigo Systems #***

In response to the consumer complaint dated Christmas Day 2015, for service provided 4 months prior to the complaint on 8/29/2015.My name is Ryan B, and I'm the manager at the Frackville location where service was rendered and I have had contact with the customer one two occasions as I oversee and...

proof all of the work is done by the technicians who staff our store location.On 8/29/2015 a laptop computer was dropped off for repair work which entailed the reinstallation of the [redacted] operating system on the computer in question, a cleaning of the system fan unit as it was reported by the customer to be overheating and shutting down, and a data backup of [redacted] and all the associated profile data was requested.This system was dropped of by someone OTHER than the individual filing this complaint.  The work order is under the name [redacted].I was the individual taking the laptop in and creating the work order so I have access to the full details of the intake and work order:At the time of the drop-off, the computer was turned on, per our normal procedure, at the counter so we can get a visual idea of what type of problems were being experienced and to ensure that our initial diagnosis was correct.  At the time of the dropoff, we asked if there was any data to be saved, backed up to secure storage, and then restored after the system was reinstalled with the fresh copy of [redacted].  The customer said "I don't know, save whatever you can".At the time of the intake, it appears that the person making the dropoff was not informed by the computer's owner of any specific of what services they wanted, and therefore made the choices that were reflected on the work order during the intake.We gave the ESTIMATED total of $130 plus applicable state taxes as the SKUs that were placed on the work order are as follows:1. Reinstall Bundle:  Includes full system reinstall, updating, and creation of a secure recovery system for disaster restore, and backup of applicable data UP TO 5GB with additional charges for each GB of data over 5  -  $110.002. Cleaning:  Sku covers any specific cleaning service and in this case covered the dismantle of the laptop to reach the 3. GBCharge:  $1.00 for each GB over the 5GB of backup data that needs to be processed (backed up to secure storage and restored to the system upon service completion)As we cannot predict the amount of data involved in any particular case until the backup service is complete, the GB charge was left unpopulated on the work order until the service completion, at which time the amount of data would be known and populated accordingly.The total amount of data was 36.2GB.   For security and privacy reasons, the data is backed up en masse, and we never pick through a customer's documents, pictures, or other personal files unless specifically requested by the customer.Therefore the total backup data would have been 36.2GB minus 5GB, leaving a GB charge of 31.2.  We usually round these down to even numbers for the sake of our point of sale software which does not accept fractional service numbers.Thereby adding a GB charge of $30.00 to the final work order.The final work order total came to $155.00 plus applicable state sales tax of $9.30, making the final total of $164.30.The work was completed on 8/31 and the Call for Pickup was made at 7:15 PM to the phone number provided at the time of intake: ###-###-####This phone number was not answered when called, and no voicemail was setup on the line, so no message could be left and no additional contact information was left with us.In cases like this, we wait for the customer to contact us, as there is no other information we can use to track down the owner than what was provided to us at the time of intake.The system was picked up and the work order was rung through by our technician Lawrence *.L[redacted] had reported to me that the person picking up the laptop and paying for the balance said she was not happy with the balance due as she had never asked for data to be backed up.This is true as she is not the person who made the drop off, nor the requests, nor was she our customer as far as the signed work order was concerned.[redacted] had called a few days after the pickup on 9/6/2015.Lawrence N. had spoken with her and once again explained the charges.  She had asked to speak with a manager and provided a call back number which was given to me on my next work day.I attempted to call 3 times during the course of that day and two days subsequent.  The phone number she provided went to two rings and then an immediate busy, which would normally indicate that the call was being rejected on a cell phone.In any case, regardless of what her wishes were, we were given the order at the time of intake by [redacted], who is our customer.  [redacted] has no claim to any refund for work performed as she is not our customer, and we did not perform any work for her.Furthermore, we perform our work based on the orders given by the customer at the time of intake, or during any phone calls that might be made in the course of completing the repairs.To directly address each portion of the complaint: When my parents went to pick up the computer, the bill increased by 50% of the quoted price.The bill would have been $172.50 plus state sales tax, if this was the case.When I read over the receipt, I noticed that they performed extra backup that was not agreed upon.[redacted] had given us the instructions to perform the backup and the additional data.  In the SKU description for the $110.00 SKU it states the 5GB of data is included and any additional GB would be $1.00 extra per GB We were quoted a price of $115. We were also given no actual receipt or anything to prove the agreement. The minimum total before state tax would have been $125.00 as the Reinstall Bundle SKU is $110.00 and the cleaning charge is $15.00The text on the work order that was signed in agreement at the time of intake is below:"I have read, and fully understand all policies, and I agree to be bound by all Vertigo Systems' policies, terms, and conditions & the terms and conditions of my cardholder agreement, when applicable, for all credit and debit transactionALL DOLLAR AMOUNTS ON WORK ORDERS ARE ESTIMATED AND ARE SUBJECT TO CHANGE.Warranty on all labor and service items is 14 days from the date of pickup. Return periods and policies are posted in store. Any items not picked up after 30 days from date of dropoff will as storage fees or be disposed.  ALL transactions  are bound by Vertigo Systems' warranties and policies. ALL workorders & Layaways  MUST be paid in full prior to pickup. Services and parts less than $50.00 are subject to automatic approval  by the customer to expedite repairs.  A complete printed copy of the policies that govern all transactions is available upon request and posted in every store.  All returns & cancellations are subject to a 20% restocking fee subtracted from the refund amount." They also removed my [redacted] and downloaded a generic version of it.If the customer had provided the license key for their copy of office at the time of intake we would have been happy to install the software which would be included with the reinstall service.  The customer is also free to do this themselves provided they have a LEGAL LICENSE KEY.  United States Copyright Law and Microsoft's terms of service and end-user license agreement forbids us from installing software without proof of purchase or legal license key.  If there is any issue with this, they may contact [redacted] for assistance. they said they would talk it over with the manager and get back to me, but its been three months and I still have not heard back from them.If appropriate contact information was provided, we could have certainly make contact and explained the charges.Lastly, If the customer or their assignee cannot be contacted reliably or rejects our attempts to make contact, we have no ability to mediate the issue.In summation, we cannot offer any refund for the reasons outlined above, let alone for the timing of this complaint at almost FOUR MONTHS after the date of service.We apologize for any miscommunication that may have occurred between Michael and Sarah Dolan, but unfortunately, our influence does not reach that far into interpersonal relationships as we're just a computer repair company.Thank you,Ryan B.ManagerVertigo System #[redacted]Frackville, PA 17931###-###-####---------------------------------------------------------------...⇄ Information:[redacted]Girardville , PA  [redacted]Daytime Phone: ###-###-####E-mail: [redacted].comThe details of this matter are as follows:Complaint Involves:Service Issues Customer’s Statement of the Problem:My parents went to have our computer fan cleaned and the computer restored. They also told us that they would install the latest issue of [redacted]. We were quoted a price of $115. We were also given no actual receipt or anything to prove the agreement. We only received a receipt saying that we gave them a security deposit (which was approximately 50% of the quoted price). When my parents went to pick up the computer, the bill increased by 50% of the quoted price. When I read over the receipt, I noticed that they performed extra backup that was not agreed upon. They also removed my [redacted] and downloaded a generic version of it. When asked if we could get a refund on the things that we never agreed upon them doing, they said they would talk it over with the manager and get back to me, but its been three months and I still have not heard back from them.Complaint Background:Product/Service: computer rapairPurchase Date: 8/28/2015Model:Account Number:Order Number:Talked to Company: 10/16/2015Name of Salesperson:  Purchase Price: $165.00Disputed Amount: $60.00 Desired Outcome/Settlement: I just want a refund of the money for the not agreed upon serviced. If they could install the original the [redacted] office, that would be great too. Desired Settlement: Refund