Expert Excavating, Inc.

From: Expert Excavating Date: Mon, Mar 21, at 10:AMSubject: Re: response to complaint ***To: *** ***
I apologize for the delay, I guess our new response is just as follows:Mr*** is a returning customer
of ours, and certainly there was some sort of miscommunicationWe spoke many times on the phone with him, and he delayed the job when we were ready to do his waterproofWe offered him an additional discount after contacting him again ready to do his waterproofWe have no problem returning his deposit if he no longer wishes to use us for this workOur company president is actually quite fond of Mr*** and we did not mean to upset his daughterWe were willing and able to do the workAccordingly, we hand delivered a check to his residence in the amount of his deposit, which is the dispute resolution they are requestingThank you,Steph
Office Staff

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.In response to your email dated Monday, March 21, 2016 @ 10:30am, I wish to dispute very strongly the truth and accuracy of its contents.1.  There was no miscommunication between the consumer and Mr. N[redacted]  It was clearly agreed to return the original deposit.2.  There was no delay on the part of the consumer.  There was never any firm start date.3.  There was never any discussion verbally or written about a discount, nor was there any interest on the part of the consumer.  The only objective was to get the deposit refunded.4.  My daughter who is a joint account holder sent a certified letter to Expert Excavating requesting a refund of the deposit.  The letter was returned to her unclaimed by Expert Excavating.  I then enlisted the      help of a consumer advocate to assist me with this situation.  Mr. N[redacted] was contacted by the advocate on Feb. 11, 2016 and agreed to refund the deposit in full within 2 weeks.  On the advice of the consumer advocate, I contacted the Revdex.com.  The check was eventually delivered to my residence on Monday evening March 21, 2016. 
Regards,
[redacted]

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,
[redacted]

From: Expert Excavating Date: Tue, Mar 29, 2016 at 6:24 PMSubject: complaint [redacted]To: [redacted] <[redacted][email protected]>
We received a response to our response for complaint [redacted] today.Our response to this response is as follows:We have our bank statement (picture attached) proving the customer received all of his money back immediately upon our last response. In addition, he backed out of a signed contract not because of any fault of our own, we were willing and able to do the job. We spoke with him several times on the phone, so I don't understand why he's saying no discount was ever offered verbally. No letter was ever sent to our address, and no "consumer advocate" ever contacted us. They got their money back and don't want us to complete their waterproof, so what does this consumer want? What is the problem here? We were cordial and kind to this consumer, but unfortunately, you can't make everyone happy. We didn't do anything wrong. If we did not perform to their expectations, we greatly apologize and said so last response. After all, the customer is always right, and we surely want to continue to learn and grow as a company. But let's not get overdramatic here- the consumer is not harmed in any way at all. I don't know what alternative solution there is to a full refund. So we are asking the Revdex.com for help on this one, what are we supposed to do? We feel bad, but even the consumer admits there was no firm start date, so how did we not perform fast enough? What does he need from us? What resolution is he seeking? Thanks, Stephanie

We mailed the customer a full refund and sent her a letter but never heard back. We love having her as a customer and want to ensure this matter is closed. She should have got the check and letter more than a few weeks ago, so this is confusing. We can drop it off inoted of mailing it if she still...

hasn't received it.