Dr. James K. Poulsen Orthodontics

Thank you for the opportunity to respond to the customer complaint filed by Diane [redacted] against Elite Tent Rentals LLC on October 17, We were unable to respond directly through the Revdex.com portal due to technical difficulties and apologize for the resulting delay in communicationWhile we understand Ms [redacted] 's position, we have been working with her son-in-law Jacob [redacted] to resolve the issue through a full refund of the deposit for their event of $2,079.The service issues that the [redacted] s faced were due to a series of unfortunate circumstances that resulted in significant delays and equipment issues There was limited time available to resolve these issues in advance of their Saturday event and we were unable to address all their concerns As a result, we agreed that a full refund was an appropriate resolution This refund offer was made immediately following the event during a conversation between Jacob [redacted] and Tony [redacted] ( [redacted] of Elite Rentals) on October 10, We agreed at that time and have had subsequent conversations with Mr [redacted] that this refund would be sent via cashier's check on January 2, The most recent conversation took place on December 1, where we reiterated that we will refund the full deposit amount We followed up this verbal conversation with a written email to Mr [redacted] on December 4, We did attempt to contact Ms [redacted] on November 30, to ensure she was aware of the conversations between our company and her son-in-law, but were asked by Jacob not to communicate directly with the [redacted] s going forward.The delay in refund until January 2, is due to a short-term cash shortage caused by labor overruns and additional unexpected expenses that we experienced during our busy summer season We have been actively working to resolve this issue and fully expect to process the refund as promised.Please be assured that we are undertaking significant changes in our processes and policies this winter to prevent this type of situation from occurring in the future These changes include (but are not limited to):Change in management of Elite Rentals and complete overhaul of staffIntroduction of equipment handling policies for both our staff and our clients to ensure equipment quality is maintained throughout the seasonOverhaul of our customer communication processes to ensure our clients have full transparency to delivery schedulesImplementation of an industry-leading customer and inventory management systemReduction in the number of jobs scheduled per day and over the course of a weekend to ensure every jobs gets the full attention and time necessary to deliver a high-quality event experienceThe mistakes that occurred with the [redacted] event were by no means malicious or undertaken with fraudulent intent We are a small family-owned business who takes these issues very seriously and we are doing everything in our power to rectify them.Please confirm receipt of this correspondence in regards to complaint ID [redacted] and please do not hesitate to contact me with any questions or follow-up

Thank you for the opportunity to respond to the customer complaint filed by Diane *** against Elite Tent Rentals LLC on October 17, 2017. We were unable to respond directly through the Revdex.com portal due to technical difficulties and apologize for the resulting delay in
communication. While we understand Ms***'s position, we have been working with her son-in-law Jacob *** to resolve the issue through a full refund of the deposit for their event of $2,079.The service issues that the ***s faced were due to a series of unfortunate circumstances that resulted in significant delays and equipment issues. There was limited time available to resolve these issues in advance of their Saturday event and we were unable to address all their concerns. As a result, we agreed that a full refund was an appropriate resolution. This refund offer was made immediately following the event during a conversation between Jacob *** and Tony *** (*** of Elite Rentals) on October 10, 2017. We agreed at that time and have had subsequent conversations with Mr*** that this refund would be sent via cashier's check on January 2, 2018. The most recent conversation took place on December 1, where we reiterated that we will refund the full deposit amount. We followed up this verbal conversation with a written email to Mr*** on December 4, 2017. We did attempt to contact Ms*** on November 30, to ensure she was aware of the conversations between our company and her son-in-law, but were asked by Jacob not to communicate directly with the ***s going forward.The delay in refund until January 2, 2018 is due to a short-term cash shortage caused by labor overruns and additional unexpected expenses that we experienced during our busy summer season. We have been actively working to resolve this issue and fully expect to process the refund as promised.Please be assured that we are undertaking significant changes in our processes and policies this winter to prevent this type of situation from occurring in the future. These changes include (but are not limited to):Change in management of Elite Rentals and complete overhaul of staffIntroduction of equipment handling policies for both our staff and our clients to ensure equipment quality is maintained throughout the seasonOverhaul of our customer communication processes to ensure our clients have full transparency to delivery schedulesImplementation of an industry-leading customer and inventory management systemReduction in the number of jobs scheduled per day and over the course of a weekend to ensure every jobs gets the full attention and time necessary to deliver a high-quality event experienceThe mistakes that occurred with the *** event were by no means malicious or undertaken with fraudulent intent. We are a small family-owned business who takes these issues very seriously and we are doing everything in our power to rectify them.Please confirm receipt of this correspondence in regards to complaint ID *** and please do not hesitate to contact me with any questions or foll

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Diane ***

Thank you for the opportunity to respond to the customer complaint filed by Diane [redacted] against Elite Tent Rentals LLC on October 17, 2017.  We were unable to respond directly through the Revdex.com portal due to technical difficulties and apologize for the resulting delay in...

communication. While we understand Ms. [redacted]'s position, we have been working with her son-in-law Jacob [redacted] to resolve the issue through a full refund of the deposit  for their event of $2,079.The service issues that the [redacted]s faced were due to a series of unfortunate circumstances that resulted in significant delays and equipment issues.  There was limited time available to resolve these issues in advance of their Saturday event and we were unable to address all their concerns.  As a result, we agreed that a full refund was an appropriate resolution.  This refund offer was made immediately following the event during a conversation between Jacob [redacted] and Tony [redacted] of Elite Rentals) on October 10, 2017.  We agreed at that time and have had subsequent conversations with Mr. [redacted] that this refund would be sent via cashier's check on January 2, 2018.  The most recent conversation took place on December 1, 2017 where we reiterated that we will refund the full deposit amount.  We followed up this verbal conversation with a written email to Mr. [redacted] on December 4, 2017.  We did attempt to contact Ms. [redacted] on November 30, 2017 to ensure she was aware of the conversations between our company and her son-in-law, but were asked by Jacob not to communicate directly with the [redacted]s going forward.The delay in refund until January 2, 2018 is due to a short-term cash shortage caused by labor overruns and additional unexpected expenses that we experienced during our busy summer season.  We have been actively working to resolve this issue and fully expect to process the refund as promised.Please be assured that we are undertaking significant changes in our processes and policies this winter to prevent this type of situation from occurring in the future.  These changes include (but are not limited to):Change in management of Elite Rentals and complete overhaul of staffIntroduction of equipment handling policies for both our staff and our clients to ensure equipment quality is maintained throughout the seasonOverhaul of our customer communication processes to ensure our clients have full transparency to delivery schedulesImplementation of an industry-leading customer and inventory management systemReduction in the number of jobs scheduled per day and over the course of a weekend to ensure every jobs gets the full attention and time necessary to deliver a high-quality event experienceThe mistakes that occurred with the [redacted] event were by no means malicious or undertaken with fraudulent intent.  We are a small family-owned business who takes these issues very seriously and we are doing everything in our power to rectify them.Please confirm receipt of this correspondence in regards to complaint ID [redacted] and please do not hesitate to contact me with any questions or follow-up.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Diane [redacted]