Envirotex

Revdex.com spoke with *** from the company and he stated that the consumer was to send in samplesWhen the company received the samples, there was instead of samples and a $checkHe stated that they were waiting for the extra $for the extra samples to be received then they would
send the test resultsHe stated that the consumer has filed a dispute with her credit card company for the $charge

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.
The claims made by the owner are false. We did not dispute the credit card charge until we did not receive the test results on the date promised and after 3 voice mails requesting our results were ignored, and we heard nothing from the company. We results were promised on 7/25 and left 3 voice mails between 7/25 & 7/28. The credit card charge was not disputed until 7/30 after we still received no test results and no response from the company. We did not receive the services for which we paid and did not receive any response from the company and want our $100 refunded immediately. I did not hear from or speak with someone from their company until 8/7 when I finally called again and left an obscure message and did not identify my company name. I received a callback within 5 minutes of that message. The owner was rude, totally unprofessional and never once apologized for not having called back or provided the services we were promised. He actually lied and said we had never provided an email address, however, we have an email from his assistant dated 7/24 that proves they did and in which she asked us for an additional $200 after the samples were mailed to them.
Again, we simply want the remaining $100 he owes us.
Regards,
[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Envirotex regarding complaint ID [redacted]. If you'd like to...

try different methods to contact the business, please see the emails CCed on this email, for the company and Daniel F[redacted]. 
Regards,
[redacted]

Review: We hired this company to perform testing of linoleum tiles for asbestos for a total kitchen remodel. We spoke with them on 7/21/14 and provided our contact information including phone number and email and were told to mail in the samples for testing along with a check for $100. The flooring samples were mailed with a check for $100 on 7/21/14. [redacted] from their company called on 7/24 to say they needed an additional $200 because of the number of samples that needed tested, which we paid by credit card over the phone. She said she would have the test results to us via email on 7/25. We called on Friday, 7/25 and left two voice mails with our phone number asking about the status of our results, as we had not received them. We never received a return call or email. On Monday, 7/28, we again called and left another voice mail message and received no return call. After no contact or results for multiple days, our customer proceeded with another source for their floor issue, so that their kitchen remodel project could continue without further delay. We called our credit card company on 7/30 after still having received no response from them and disputed the $200 charge.

I then called again on 8/7/14 and left a vague message with my first name and phone number and said it was in reference to some test results. I received a call back from [redacted] within less than 5 minutes. When I explained who I was and that I was calling for a refund, [redacted] immediately said, "I have your test results and can send them to you." I told him we no longer needed them from him and that I wanted a refund, since they did not deliver the service we paid for. I also explained that we had left 3 messages within 2 business days and never received a return call or the results via email as promised.

He said he did not have our email (which is not true), and that's why they didn't send them. Every time I asked why no one returned our call he kept referring to not having our email address. He was very rude, defensive and accusatory towards me during the entire conversation and never once offered an apology. When I pointed that out, he said he couldn't offer an apology when he didn't know what happened yet. He offered the excuse that he was only the business owner and was not involved in every department at his company. He also said in a strange and threatening manner that the results showed lots of asbestos, and they would be reported to the county. Then he asked me to email him my contact information and an account of what happened, so he could investigate. The whole conversation was so strange that I do not feel comfortable sending him anything, although his company already has our name, address, an email address of one of our employees, and our office phone number, so I'm not sure what additional information was necessary for him to investigate what happened.

I run my own company, as well, so I understand you cannot control every aspect of your business or every employee at all times, but it is extremely poor customer service and unacceptable to be totally unapologetic and treat a customer as though they are being dishonest especially when you know you did not deliver the service you promised. His response should have been an apology for the calls not being returned and offering to look into the matter with his staff and call me back. Instead he argued with me and kept saying they had no way of getting in touch with us, since he didn't have our email (which his staff did).

There is something very suspicious about this company, and given his strange behavior and response, I do not feel comfortable nor do I feel it will be possible to resolve this matter on my own. Any assistance you may be able to provide would be greatly appreciated.Desired Settlement: A refund for $100. We have already disputed the $200 credit card charge with our credit card company. I also would like for the company to be investigated further, as I think they may be operating unethically and given the sensitivite nature of the work they do, I would not want other customers to have the same experience or worse.

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that the consumer was to send in 3 samples. When the company received the samples, there was 6 instead of 3 samples and a $100 check. He stated that they were waiting for the extra $300 for the extra samples to be received then they would send the test results. He stated that the consumer has filed a dispute with her credit card company for the $200 charge.

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.

The claims made by the owner are false. We did not dispute the credit card charge until we did not receive the test results on the date promised and after 3 voice mails requesting our results were ignored, and we heard nothing from the company. We results were promised on 7/25 and left 3 voice mails between 7/25 & 7/28. The credit card charge was not disputed until 7/30 after we still received no test results and no response from the company. We did not receive the services for which we paid and did not receive any response from the company and want our $100 refunded immediately. I did not hear from or speak with someone from their company until 8/7 when I finally called again and left an obscure message and did not identify my company name. I received a callback within 5 minutes of that message. The owner was rude, totally unprofessional and never once apologized for not having called back or provided the services we were promised. He actually lied and said we had never provided an email address, however, we have an email from his assistant dated 7/24 that proves they did and in which she asked us for an additional $200 after the samples were mailed to them.

Again, we simply want the remaining $100 he owes us.

Regards,