We had the opportunity to speak with the customer by phone on 6/23/14 and we believe everything is resolved. A refund check per his request was issued and mailed on 6/24/14.
Revdex.com:
I have reviewed the response 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.
As previously stated, during our initial discussions prior to contracting Pure for services, we were very specific about what we wanted, which was NOT extraordinary. The supervisor guaranteed this would be done not only on the initial visit, but also on subsequent visits. At NO time did he indicated that our request would demand more time or require an additional cost. The basic services promised were not accomplished either. The three visits were to complete basic service issues, nothing above and beyond. Had we been told they would not be able to accomplish the service we requested, we would have never contracted them. In addition, the one hour they claim to have spent on our property, is factually incorrect as I timed them. Also, until the very final service, we requested they NOT trim the shrubs and other plants and allow them to grow naturally. This would have allowed ample time to provided the guaranteed services as promised. On numerous occasions, [redacted] (site supervisor) assured us this would be completed. Again, at no time did he indicate what were wanting was not going to be accomplished in the allotted time. Again, he assured this was not only doable, but he guaranteed they would do it.
[redacted] (owner) was not present during those conversations.
Regards,
[redacted]
Our maintenance contract allows for certain types of activities to be completed at a specified frequency, in this case, one visit per month. Customers are welcome to make specific requests regarding what is to be completed during their service. Due to time constraints, we are limited to...
the breadth and depth of what can be done during a service. With a full month between visits, there is a checklist of standard recurring items that we routinely complete and can accommodate additional requests with any remaining time. We had provided three extra visits to this property at no charge to work on requested items. We were not able to meet this customer's expectations within these extra visits or the budgeted time paid for by the contract. We wish this customer well.
We had the opportunity to speak with the customer by phone on 6/23/14 and we believe everything is resolved. A refund check per his request was issued and mailed on 6/24/14.
Revdex.com:
I have reviewed the response 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.
As previously stated, during our initial discussions prior to contracting Pure for services, we were very specific about what we wanted, which was NOT extraordinary. The supervisor guaranteed this would be done not only on the initial visit, but also on subsequent visits. At NO time did he indicated that our request would demand more time or require an additional cost. The basic services promised were not accomplished either. The three visits were to complete basic service issues, nothing above and beyond. Had we been told they would not be able to accomplish the service we requested, we would have never contracted them. In addition, the one hour they claim to have spent on our property, is factually incorrect as I timed them. Also, until the very final service, we requested they NOT trim the shrubs and other plants and allow them to grow naturally. This would have allowed ample time to provided the guaranteed services as promised. On numerous occasions, [redacted] (site supervisor) assured us this would be completed. Again, at no time did he indicate what were wanting was not going to be accomplished in the allotted time. Again, he assured this was not only doable, but he guaranteed they would do it.
[redacted] (owner) was not present during those conversations.
Regards,
[redacted]
Our maintenance contract allows for certain types of activities to be completed at a specified frequency, in this case, one visit per month. Customers are welcome to make specific requests regarding what is to be completed during their service. Due to time constraints, we are limited to...
the breadth and depth of what can be done during a service. With a full month between visits, there is a checklist of standard recurring items that we routinely complete and can accommodate additional requests with any remaining time. We had provided three extra visits to this property at no charge to work on requested items. We were not able to meet this customer's expectations within these extra visits or the budgeted time paid for by the contract. We wish this customer well.