Eagle Pass Golf Course

To whom it may concern, Complaint ID [redacted] Here are the facts in regards to Job ID # [redacted] The customer booked the job on-line at approximately 10:30PM on June 14, 2014, but then also had called into the call center where she was explained that we charge by volume based on the amount of space the items/junk take up in a truck, and the Truck Team that arrives on-site will provide an estimate once they examine what needs to be removed The customer provided a list of a few items to be removed such as a mattress, box-spring, Xmas stuff, & miscrandom items The call center agent then provided an example range of a ¼ truck load would cost $up to $for a full truck load (this was confirmed as all calls are recorded for training and documentation purposes)An appointment was scheduled for June 20, 2014, in which the experienced Truck Team arrived on-time to meet the customer After reviewing the large amount of items to be removed, the Truck Team estimated the volume of junk and trash would take up full trucks and explained the cost of $per full truck load for a total of $1, The customer agreed and instructed the Truck Team to proceed The Truck Team filled the first truck and then left to empty it, and then returned and filled the truck again (the customer’s complaint states that only one truck load should be charged, but even lists in her statement that the first truck had to go be emptied and that it took a long time due to travel distance ) Upon completing the job the customer provided and signed for a VISA credit card payment in the amount of $1,days later, on September 15, we received an email from the customer stating she felt she was “fleeced on pricing” We called the customer to review the concern on September and left a voice message To follow-up, we attempted but were unable to contact the customer again on September 18, On December 3, the customer called in stating she works odd hours and is not able to chat during working hours, and wants a 50% refund We attempted to call the customer to discuss a resolution but were unable to make contact with herOn August 4, - the customer emailed and also called into the call center demanding a 50% refund and if not provided, threatened that she would contact the Revdex.com This complaint is VERY disturbing to our business - we take great pride in providing outstanding customer service and satisfaction to each and every customer Unfortunately being a national brand opens us up to these types of schemes; however, we are a locally owned, financed, staffed, and operated small business which has been operating the Eastern Shore franchise since We have never had this type of complaint in which the customer has no concerns of the level or timeliness of the service, but instead decides three months after the job has been completed that she feels she was overcharged, and months later demands hush money or she will contact the Revdex.com Unfortunately at this point, it is not monetarily nor morally the best choice for our business to continue attempting to compromise with this customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Hello.  The company's response is not factual.  I had the contents of one 10' by 15' exterior shed to be removed.  The contents were all ready outside piled up for removal.  They never went inside the house.  there were no Christmas items, no box springs, no matteress, etc.  all the items they claimed as bulk were not part of my removal.  I had been dealing with the lady named [redacted] for months.  I became ill for a while, 8 months, and then got back on the claim.  I still stand by my claim.  I spent most of the time waiting to hear back from them.  I made most of the contacts as they did not.I need time to complete a log if that is what is needed.  I do have witnesses to the pile of trash in my back yard that was removed.  They never carried away any of the bulk items they said as there were none.  Since I did not know this was the DE donig this service, I may have been dealing with corporate and now am sent to DE.  I stand by my claim as a refund of half the amount is a fair settlement.I will respond again by the 28th of Aug with more details.  Much of what they said is not true.  Does this [redacted] lady work for them or corporate.  When I call her number it still has her name on the message yet she never returns calls.  I think they have my claim mixed up with another order.  There was only one pile of trash in the back yard ready to go.  They never even had to enter the shed,  I had it all piled in the back yard.  Is an email response ok or do you need a hard copy letter?[redacted]  **  [redacted]

To whom it may concern,...

                                        ...⇄ Complaint ID [redacted] Here are the facts in regards to Job ID # [redacted] The customer booked the job on-line at approximately 10:30PM on June 14, 2014, but then also had called into the call center where she was explained that we charge by volume based on the amount of space the items/junk take up in a truck, and the Truck Team that arrives on-site will provide an estimate once they examine what needs to be removed.  The customer provided a list of a few items to be removed such as a mattress, box-spring, Xmas stuff, & misc. random items.  The call center agent then provided an example range of a ¼ truck load would cost $249 up to $598 for a full truck load (this was confirmed as all calls are recorded for training and documentation purposes). An appointment was scheduled for June 20, 2014, in which the experienced Truck Team arrived on-time to meet the customer.   After reviewing the large amount of items to be removed, the Truck Team estimated the volume of junk and trash would take up 2 full trucks and explained the cost of $598 per full truck load for a total of $1,196.  The customer agreed and instructed the Truck Team to proceed.  The Truck Team filled the first truck and then left to empty it, and then returned and filled the truck again (the customer’s complaint states that only one truck load should be charged, but even lists in her statement that the first truck had to go be emptied and that it took a long time due to travel distance…) Upon completing the job the customer provided and signed for a VISA credit card payment in the amount of $1,196. 87 days later, on September 15, 2014 we received an email from the customer stating she felt she was “fleeced on pricing”.  We called the customer to review the concern on September 16 and left a voice message.   To follow-up, we attempted but were unable to contact the customer again on September 18, 2014. On December 3, 2014… the customer called in stating she works odd hours and is not able to chat during normal working hours, and wants a 50% refund.  We attempted to call the customer to discuss a resolution but were unable to make contact with her. On August 4, 2015 -  the customer emailed and also called into the call center demanding a 50% refund and if not provided, threatened that she would contact the Revdex.com…  This complaint is VERY disturbing to our business - we take great pride in providing outstanding customer service and satisfaction to each and every customer.  Unfortunately being a national brand opens us up to these types of schemes; however, we are a locally owned, financed, staffed, and operated small business which has been operating the Eastern Shore franchise since 2006.  We have never had this type of complaint in which the customer has no concerns of the level or timeliness of the service, but instead decides three months after the job has been completed that she feels she was overcharged, and 14 months later demands hush money or she will contact the Revdex.com.  Unfortunately at this point, it is not monetarily nor morally the best choice for our business to continue attempting to compromise with this customer.