Fireside Firewood Co

Complaint: [redacted] I am rejecting this response because: when I originally placed he request for repair I told the clerk the key was under the cobble stone under the door (not a stone)She stated she didn’t know what that was I told her the stone like pavement directly under the metal guard under the doorShe stated she understoodThe plumber I assume was looking for an accuale stone or rock you find in a parkThe key was where I said it would beI moved it under the mat for the second visitThey came and fixed the garbage disposalI should be charged for another poor understanding for grammar.? Regards, [redacted] ***

We received a work order for a problem with the garbage disposal at *** *** *** from *** *** on 10/25/17. This is a rental property. We contacted the tenant on the number provided to schedule. The tenant was not able to be at home for the repairs, and
therefore, said that she would leave her key under the rock at the front door for the plumber to access the home. The repair date was scheduled for 10/30/17. When the plumber arrived, he could not find the key anywhere. There was no way for him to access the home. He tagged the door so the tenant could contact us to reschedule the appointmentThe appointment was rescheduled with the tenant for 11/2/17. This time the tenant stated that the key would be hidden under the mat. The key was in the proper place when the plumber arrived. He checked the garbage disposal, however, no issues were found. The garbage disposal was fully functional. The invoice was sent to Edward's Properties, and was paid in full by themWe do charge a trip charge to our customers for missed appointments. There was a trip charged billed to *** *** because the key was not left for the plumber to access the home on the scheduled date. We have no control over what the property management company does with their invoices after they have been received. We can only charge the property management company, which is the customer, and receive payment from them only. We have explained to the tenant that any charges that have been billed to her was sent from *** ***, and is payable only to them

This is a rental property that is in management with *** *** ***.? We received the work order from their office on May 8th, 2017.? We contacted the resident, on the phone number they provided, at 4:pm.? The work order repairs were scheduled with “***” for Wednesday, May
10th, for a time frame of 8:??" 2:00.? The resident did not request for us to contact her before the plumber went to the property.? We only call first if it is requested.? She was told at the time of scheduling that she needed to contact our office if she had to leave the home for any reason before the plumber arrived during the scheduled time frame in order to prevent a trip charge.? Ms*** did not hear the doorbell when the plumber arrived at the property because she was not at home.? Our office contacted her at 10:am because no one was answering the door.? She did not answer her phone either, and a message was left on her voicemail.? The plumber tagged the door.? She contacted our office back at 10:40, and stated that she was not at home and thought that the plumber would call before going to her house.? The plumber had already left her area, and was in route to his other appointments.? We tried to reschedule her appointment, however, she declined and stated that she was contacting her property management company to request a different plumbing company.? She contacted our office back at 10:after speaking to *** *** ***, and requested to reschedule the appointment because they declined sending another vendor since she had missed the appointment time.? She rescheduled the appointment for May 11th, as a call to meet.? We contacted her before going to the residence, and she met the plumber onsite.? He made the needed repairs, and the invoice was sent to *** *** ***.? The bill was paid in full by *** *** ***.? All of our charges go through the property management company because they are the customer.? Her lease agreement with them states what charges they hold a tenant is responsible for.? They charged the missed appointment back to her, and any funds due are payable directly to their company.? She contacted our office after they charged her for the missed appointment to argue the charge.? She was told that she had to contact their office for charge disputes.? We also told her that the bill was paid in full by *** *** ***, and that our charge to them would not be removed because she had missed the appointment.? She stated that she didn’t feel that she should have to pay the charge, and that she would be filing a complaint with your office.? Had she been present as she said she would, the charge would not have occurred.? We do not go to any home for repair without contacting the resident and scheduling a time frame first.? If you have any other questions or concerns, please feel free to contact our office

Complaint: ***
I am rejecting this response because: when I originally placed he request for repair I told the clerk the key was under the cobble stone under the door (not a stone)She stated she didn’t know what that was I told her the stone like pavement directly under the metal guard under the doorShe stated she understoodThe plumber I assume was looking for an accuale stone or rock you find in a parkThe key was where I said it would beI moved it under the mat for the second visitThey came and fixed the garbage disposalI should be charged for another poor understanding for grammar.?
Regards,
*** ***