Dominion Lock and Security Inc

Dear *** ***,
I am in receipt of your letter dated September 2, regarding a complaint received from *** *** for service performed on August 25, After discussing this situation with everyone in the office, I feel many of the items highlighted
in her complaint have been exaggerated from the actual events
1. "*** *** called me by my first name, which I did not care for as I am a 63-year old woman" While I have no way to confirm or deny this, I am assured *** *** meant no disrespect by thisAs he is actually years her senior, he is very conscious of being respectful to everyone he contacts
"I asked [the technician on site] if I would be charged" We in no way imply or advertise that we go to a customer's home and perform services for free*** *** implied she had an urgent need and we responded within 1/2-hour to assist her with the emergency. We charged the customer our minimum service charge and believe this to be fair for the services rendered
"I questioned why I should have to pay $(trip charge), especially since my house was on the route the serviceman was taking from his previous client to his next client"Where the technician was previously and where he was going are irrelevantThe technician went to *** *** house and resolved the problem she was having efficiently and courteously
4. "I told him [*** ***] to bill me." *** *** made no inquiry during the initial request for service about payment optionsCompany policy dictates that payment is expected at the time service is rendered unless previous arrangements have been made
"I would be delighted to see him in court as I am an attorney"When *** *** threatened *** ***, as she stated, then the conversation escalated
We feel that we did our best to provide *** *** with excellent serviceOur technician was at her location within hour to help her with what she expressed
was an urgent situationWe only charged her the minimum service charge since the technician did travel to her location and performed a service for herIt was only after the customer complained about the charges and expressed that she was not going to pay that the situation escalated
Given the series of events, *** *** is not the only one at fault and *** *** should share some of the responsibility for the escalation of events that afternoonWe have updated our policies and made all of our customer service associates aware of the importance of conflict resolution so that this type of situation can be avoided in the future
Kindest Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
[redacted]'s response validates my complaint. I stand by my statement of the facts. He threatened me with legal action; I responded to his threat. Nowhere does he mention that I paid for the service within hours, nor does he deny screaming at me on the phone. The fact that he, incorrectly, rebuts every statement one by one and does not apologize for one thing he may have done to make me, the customer, uncomfortable/unhappy is proof of unprofessional treatment in and of itself. The customer is always right, except apparently at this business.
I was delighted with the utmost in professional service I received from [redacted] last week in procuring ober $1,000.00 worth of locks in my new residence. I have also relayed the treatment I received from [redacted] to my friends, family and colleagues, as well as the starkly contrasting treatment from Richmond Security. The loss is [redacted]'s. I am sure he will respond with the last word. You would think an 83-year-old businessman would know better.
I stand by every word of my complaint.
Regards,
[redacted]

Review: My doorknob was not functioning properly after a realator showing so I called Dominion for assistance. [redacted] called me by my first name, which I did not care for as I am a 63-year-old woman, but I said nothing, as he was otherwise professional. He said absolutely nothing about payment, muchless that it was due immediately, and I thus I assumed I would be billed for services rendered, as is the custom unless terms are defined in the initial call.Within 30 minutes, a receptionist called to say someone was on the way to service the doorknob. A serviceman arrived promptly, pushed a button on the door jamb lock (apparently the realator had pushed it) and problem was fixed. The man was literally there for 5 seconds. I asked if I would be charged. He thought I would be charged for the trip but called the office to check. He was very professional and accommodating.The woman he spoke to who answered the phone, after he explained theabove, asked whether or not he couldn't add some oil to the lock, in order to make the visit more substantive, He replied that wasn't necesssary. (I could hear her say this and he confirmed it.)[redacted] was called to the phone. I questioned why I should have to pay $60 (trip charge), espcially since my house was on the route the serviceman was taking from his previous client to his next client. [redacted] screamed at me and over me that I had to pay. I told him to bill me. He screamed at me that was not acceptable. I reminded him that he never told me immediate payment was the terms of service. He told me I should have asked about terms and that he would take me to court. I responded that I would be delighted to see him in court, as I am an attorney. He screamed "I don't care who you are!" I have never been treated with such abusive behavior.I called [redacted] back to give him my credit card number. He was "with a customer." Two hours later, a very professional woman from Dominion called and I charged the amount. [redacted] was "out." I told her of this report.Desired Settlement: I think [redacted]'s superior should know about how abusively he treated a first-time (and last-time) customer. All he had to do was to explain to me the reason for the charge. He did not have to scream at me non-stop (nor at all) nor threaten to take me to court. I was merely asking to be billed, not refusing to pay. Regardless, that is no way to treat a customer.

Business

Response:

Dear [redacted],

I am in receipt of your letter dated September 2, 2014 regarding a complaint received from [redacted] for service performed on August 25, 2014. After discussing this situation with everyone in the office, I feel many of the items highlighted in her complaint have been exaggerated from the actual events.

1. "[redacted] called me by my first name, which I did not care for as I am a 63-year old woman" While I have no way to confirm or deny this, I am assured [redacted] meant no disrespect by this. As he is actually 20 years her senior, he is very conscious of being respectful to everyone he contacts.

2. "I asked [the technician on site] if I would be charged" We in no way imply or advertise that we go to a customer's home and perform services for free. [redacted] implied she had an urgent need and we responded within 1/2-hour to assist her with the emergency. We charged the customer our minimum service charge and believe this to be fair for the services rendered.

3. "I questioned why I should have to pay $60.00 (trip charge), especially since my house was on the route the serviceman was taking from his previous client to his next client". Where the technician was previously and where he was going are irrelevant. The technician went to [redacted] house and resolved the problem she was having efficiently and courteously.

4. "I told him [[redacted]] to bill me." [redacted] made no inquiry during the initial request for service about payment options. Company policy dictates that payment is expected at the time service is rendered unless previous arrangements have been made.

5. "I would be delighted to see him in court as I am an attorney". When [redacted] threatened [redacted], as she stated, then the conversation escalated.

We feel that we did our best to provide [redacted] with excellent service. Our technician was at her location within 2 hour to help her with what she expressed

was an urgent situation. We only charged her the minimum service charge since the technician did travel to her location and performed a service for her. It was only after the customer complained about the charges and expressed that she was not going to pay that the situation escalated.

Given the series of events, [redacted] is not the only one at fault and [redacted] should share some of the responsibility for the escalation of events that afternoon. We have updated our policies and made all of our customer service associates aware of the importance of conflict resolution so that this type of situation can be avoided in the future.

Kindest Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

[redacted]'s response validates my complaint. I stand by my statement of the facts. He threatened me with legal action; I responded to his threat. Nowhere does he mention that I paid for the service within hours, nor does he deny screaming at me on the phone. The fact that he, incorrectly, rebuts every statement one by one and does not apologize for one thing he may have done to make me, the customer, uncomfortable/unhappy is proof of unprofessional treatment in and of itself. The customer is always right, except apparently at this business.

I was delighted with the utmost in professional service I received from [redacted] last week in procuring ober $1,000.00 worth of locks in my new residence. I have also relayed the treatment I received from [redacted] to my friends, family and colleagues, as well as the starkly contrasting treatment from Richmond Security. The loss is [redacted]'s. I am sure he will respond with the last word. You would think an 83-year-old businessman would know better.

I stand by every word of my complaint.

Regards,