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 I have attached a copy of the first bill that shows he was trying to bill me for Jan1, 2014, when I didn't even call him until the 2ndWhen I spoke to the driver a the first time he told me that I had to call the office and set it upHe did not plow the fist time I spoke with and the trucks did not plow my driveway in MarchI was in Myrtle Beach the second week and spoke with my fiancee which was snowed in during that timeI just do not agree with this so called GPS reportFor someone that cannot keep a name and phone number on file, he seems to think is records are perfect Regards, [redacted]
*** approached one of my drivers while providing service to the neighbors house about plowing the driveway temporarily and billing him per trip After the driver talked to me, he was offered this at $per trip until further notice This took place on January 2nd and we plowed the
remaining portion of the season because we were not instructed to stop We tried to bill him but we misplaced his name and phone number We thought we were billing him but our system had the info for the previous homeowner Until the previous homeowner contacted us we didn't know we were invoicing the wrong person From there *** *** went to the home and got his contact info and said we would send him a bill From there we have received no money and he only wants to pay for a portion of the service He was only willing to pay less then half of what was provided He speaks of our errors and the errors were actually in his favor I have attached a report pulled from our GPS system for his property This shows when we started plowing at his property on Jan2nd and plowed times through the end of the season This was done with different trucks over that time period These records come from when the truck was in the driveway plowing It can only for this exact location and this is why we have all the trucks with this system so we are covered at all times We are only asking for what was asked for and provided We wouldn't have done the driveway before the 8th if he hadn't asked We take all the guesswork out of it with the GPS and want to make sure that we provide a great service but also that we are compensated fairly for said service
I'm sorry if you felt like you were being accused of anything There is no reason for any actual dispute since we agreed you had enough to plow, but we just didn't find the same amount I'm not sure why I'm thinking it was a difference of where things were measured We have owners (father and sons) We all have plus years in lawn and snow removal and know there are mistakes at time We did make a mistake in missing this driveway during the snow event in question The phone call that happened seems to have been a misunderstanding As you have nothing to gain by us affirmation, nor do we about the amount of snow Either way it needed to be done and we always respond to our customers concerns when they are brought to our attention If things came off wrong and you felt this way, we are all truly sorry We value all of our customers and work very hard to provide the best service and continue our great reputation We have admitted to our mistake in the service and I was not there for your phone calls, but if thats your account of what happened then that is enough for me to apologize for it It wasn't intended to be that way and wish it had been handled better
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This is easily explained We usually plow through the night So the drivers aren't perfect with the dates because they usually write down either the day the started which can be 10pm at night but we are plowing till 3pm the next day We usually put it all through as one day When you compare it to the GPS they are usually close but not perfect This report is something I invest thousands of dollars a year for this exact purpose These are records that come right from the company It has the records of all of our truck from the day they were installed and they have never been wrong We can pinpoint within feet, where the truck is I understand that they don't look perfect, but we actually under billed this account If I would have checked this system before I had billed it would have been $plus tax This complaint is why don't usually take on per trip plowing customers The bill adds up quick and often would have been cheaper to go with the season contract price If we made an error some how I would definitely lower the price and make any corrections We thought we were trying to help someone and now it hurts us financially as well and more importantly our reputation I think its very reasonable to request payment in full because we performed the service In March we received a very bad storm and there was a delay in service at times due to the severity of the storm but as you can see,....we were there times in March The fact that we aren't perfect doesn't negate the work that we put in and doesn't mean that we shouldn't be paid for said work This customer thought that he wasn't getting billed and since it took us a while to realize it wasn't going to the right person it seems as though Mr*** doesn't want to pay for what he got He wasn't there so he can't say for sure when we got there compared to when it snowed The GPS is there to benefit everyone and can't be argued with
This customer was a first time customer. Our contracts are to plow the snow after 3" of fallen snow. This is when we begin the routes. This can take several hours and longer during heavy storms. If it is continuing to snow there is often more several more inches of snow in...
the driveways by the time it is plowed. It also depends on the order the route is plowed in. We have been contacted by this customer 6-7 times throughout the season. Some of those times we had already been there and it needed to be done again, a couple of the times, we were working on the route, but just hadn't gotten there yet. A few of the other times there was snow from blowing and drifting which we don't monitor but if we get notified we will take care of it. This last incident both I (Wayne Jr.) and [redacted] were contacted about having 6-8" of snow in the driveway. We both sent one of our trucks over right away. Wayne Sr. was in the area and took care of it. We were all surprised that there would of been that amount of snow because we had already done the routes. When he got there he measured it and I believe he found around 3". I (Wayne Jr) emailed her back to let her know we got it taken care of. Wayne Sr. also called to let her know what we found. The details in terms of the conversations she had with Wayne Sr and voicemail, I'm not sure. I do know the attention was just to make her aware of what we found because it was drastically different from what was called about. It still needed to be done and we had no problem plowing it. Later after checking our GPS and trying to figure out why this was the only call and only clean up that we got called about. It seemed odd because she was obviously pretty upset. It took a while but what we found out was that there were two drivers working on the same route, one working from each end of the route. When they met they confirmed that each had done up to that point. One of the drivers had actually went out of order, which caused them to both think the other one did this house and 3 others. I feel horrible and we work very hard that this never happens, but every once in a while after plowing all through the night there is that potential where a driver might not be as sharp. I am greatly sorry for the confusion, the mistake and the way Mrs. [redacted] felt she was treated. This was never our intention. We work very hard to provide a top notch service that is dependable and reliable. During this storm we dropped the ball and we have actually made some internal changes for our drivers when working together, to safeguard from this happening again.
This is easily explained. We usually plow through the night. So the drivers aren't perfect with the dates because they usually write down either the day the started which can be 10pm at night but we are plowing till 3pm the next day. We usually put it all through as one day. When you compare it to the GPS they are usually close but not perfect. This report is something I invest thousands of dollars a year for this exact purpose. These are records that come right from the company. It has the records of all of our truck from the day they were installed and they have never been wrong. We can pinpoint within feet, where the truck is. I understand that they don't look perfect, but we actually under billed this account. If I would have checked this system before I had billed it would have been $400 plus tax. This complaint is why don't usually take on per trip plowing customers. The bill adds up quick and often would have been cheaper to go with the season contract price. If we made an error some how I would definitely lower the price and make any corrections. We thought we were trying to help someone and now it hurts us financially as well and more importantly our reputation.
I think its very reasonable to request payment in full because we performed the service. In March we received a very bad storm and there was a delay in service at times due to the severity of the storm but as you can see,....we were there 3 times in March. The fact that we aren't perfect doesn't negate the work that we put in and doesn't mean that we shouldn't be paid for said work. This customer thought that he wasn't getting billed and since it took us a while to realize it wasn't going to the right person it seems as though Mr. [redacted] doesn't want to pay for what he got. He wasn't there so he can't say for sure when we got there compared to when it snowed. The GPS is there to benefit everyone and can't be argued with.
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.
I have attached a copy of the first bill that shows he was trying to bill me for Jan. 1, 2014, when I didn't even call him until the 2nd. When I spoke to the driver a the first time he told me that I had to call the office and set it up. He did not plow the fist time I spoke with and the trucks did not plow my driveway in March. I was in Myrtle Beach the second week and spoke with my fiancee which was snowed in during that time. I just do not agree with this so called GPS report. For someone that cannot keep a name and phone number on file, he seems to think is records are perfect.
Regards,
[redacted]
Overall, yes there was a delay as this work is they type of work that we often have large delays on and they can get altered due to emergency jobs that come up, usually due to high winds. We had an abundant of those. We are very sorry for the delay, as we don't normally need this much...
time to do the job. We wanted to work with you as we expressed and we weren't meaning to come across as rude but the day you canceled the job was all set up to be done. I know it was a situation of to little to late and we regret putting you in that situation. We didn't have any issue with refunding you the money but our accountant (part time) writes those checks and does take a little time. This check was in fact written on 9/9 and printed on 9/10 and should of been in our outgoing mail by the beginning of the week. Since you haven't seen it yet, you should by the end of the week. I tried to tell you that Wednesday the 16th would be difficult. Yes we were delayed and we didn't check in to update you. For that I'm sorry. We have sent the check and you will receive it very soon. I hope this will completely resolve your issue.
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 I have attached a copy of the first bill that shows he was trying to bill me for Jan1, 2014, when I didn't even call him until the 2ndWhen I spoke to the driver a the first time he told me that I had to call the office and set it upHe did not plow the fist time I spoke with and the trucks did not plow my driveway in MarchI was in Myrtle Beach the second week and spoke with my fiancee which was snowed in during that timeI just do not agree with this so called GPS reportFor someone that cannot keep a name and phone number on file, he seems to think is records are perfect Regards, [redacted]
*** approached one of my drivers while providing service to the neighbors house about plowing the driveway temporarily and billing him per trip After the driver talked to me, he was offered this at $per trip until further notice This took place on January 2nd and we plowed the
remaining portion of the season because we were not instructed to stop We tried to bill him but we misplaced his name and phone number We thought we were billing him but our system had the info for the previous homeowner Until the previous homeowner contacted us we didn't know we were invoicing the wrong person From there *** *** went to the home and got his contact info and said we would send him a bill From there we have received no money and he only wants to pay for a portion of the service He was only willing to pay less then half of what was provided He speaks of our errors and the errors were actually in his favor I have attached a report pulled from our GPS system for his property This shows when we started plowing at his property on Jan2nd and plowed times through the end of the season This was done with different trucks over that time period These records come from when the truck was in the driveway plowing It can only for this exact location and this is why we have all the trucks with this system so we are covered at all times We are only asking for what was asked for and provided We wouldn't have done the driveway before the 8th if he hadn't asked We take all the guesswork out of it with the GPS and want to make sure that we provide a great service but also that we are compensated fairly for said service
I'm sorry if you felt like you were being accused of anything There is no reason for any actual dispute since we agreed you had enough to plow, but we just didn't find the same amount I'm not sure why I'm thinking it was a difference of where things were measured We have owners (father and sons) We all have plus years in lawn and snow removal and know there are mistakes at time We did make a mistake in missing this driveway during the snow event in question The phone call that happened seems to have been a misunderstanding As you have nothing to gain by us affirmation, nor do we about the amount of snow Either way it needed to be done and we always respond to our customers concerns when they are brought to our attention If things came off wrong and you felt this way, we are all truly sorry We value all of our customers and work very hard to provide the best service and continue our great reputation We have admitted to our mistake in the service and I was not there for your phone calls, but if thats your account of what happened then that is enough for me to apologize for it It wasn't intended to be that way and wish it had been handled better
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This is easily explained We usually plow through the night So the drivers aren't perfect with the dates because they usually write down either the day the started which can be 10pm at night but we are plowing till 3pm the next day We usually put it all through as one day When you compare it to the GPS they are usually close but not perfect This report is something I invest thousands of dollars a year for this exact purpose These are records that come right from the company It has the records of all of our truck from the day they were installed and they have never been wrong We can pinpoint within feet, where the truck is I understand that they don't look perfect, but we actually under billed this account If I would have checked this system before I had billed it would have been $plus tax This complaint is why don't usually take on per trip plowing customers The bill adds up quick and often would have been cheaper to go with the season contract price If we made an error some how I would definitely lower the price and make any corrections We thought we were trying to help someone and now it hurts us financially as well and more importantly our reputation I think its very reasonable to request payment in full because we performed the service In March we received a very bad storm and there was a delay in service at times due to the severity of the storm but as you can see,....we were there times in March The fact that we aren't perfect doesn't negate the work that we put in and doesn't mean that we shouldn't be paid for said work This customer thought that he wasn't getting billed and since it took us a while to realize it wasn't going to the right person it seems as though Mr*** doesn't want to pay for what he got He wasn't there so he can't say for sure when we got there compared to when it snowed The GPS is there to benefit everyone and can't be argued with
This customer was a first time customer. Our contracts are to plow the snow after 3" of fallen snow. This is when we begin the routes. This can take several hours and longer during heavy storms. If it is continuing to snow there is often more several more inches of snow in...
the driveways by the time it is plowed. It also depends on the order the route is plowed in. We have been contacted by this customer 6-7 times throughout the season. Some of those times we had already been there and it needed to be done again, a couple of the times, we were working on the route, but just hadn't gotten there yet. A few of the other times there was snow from blowing and drifting which we don't monitor but if we get notified we will take care of it. This last incident both I (Wayne Jr.) and [redacted] were contacted about having 6-8" of snow in the driveway. We both sent one of our trucks over right away. Wayne Sr. was in the area and took care of it. We were all surprised that there would of been that amount of snow because we had already done the routes. When he got there he measured it and I believe he found around 3". I (Wayne Jr) emailed her back to let her know we got it taken care of. Wayne Sr. also called to let her know what we found. The details in terms of the conversations she had with Wayne Sr and voicemail, I'm not sure. I do know the attention was just to make her aware of what we found because it was drastically different from what was called about. It still needed to be done and we had no problem plowing it. Later after checking our GPS and trying to figure out why this was the only call and only clean up that we got called about. It seemed odd because she was obviously pretty upset. It took a while but what we found out was that there were two drivers working on the same route, one working from each end of the route. When they met they confirmed that each had done up to that point. One of the drivers had actually went out of order, which caused them to both think the other one did this house and 3 others. I feel horrible and we work very hard that this never happens, but every once in a while after plowing all through the night there is that potential where a driver might not be as sharp. I am greatly sorry for the confusion, the mistake and the way Mrs. [redacted] felt she was treated. This was never our intention. We work very hard to provide a top notch service that is dependable and reliable. During this storm we dropped the ball and we have actually made some internal changes for our drivers when working together, to safeguard from this happening again.
This is easily explained. We usually plow through the night. So the drivers aren't perfect with the dates because they usually write down either the day the started which can be 10pm at night but we are plowing till 3pm the next day. We usually put it all through as one day. When you compare it to the GPS they are usually close but not perfect. This report is something I invest thousands of dollars a year for this exact purpose. These are records that come right from the company. It has the records of all of our truck from the day they were installed and they have never been wrong. We can pinpoint within feet, where the truck is. I understand that they don't look perfect, but we actually under billed this account. If I would have checked this system before I had billed it would have been $400 plus tax. This complaint is why don't usually take on per trip plowing customers. The bill adds up quick and often would have been cheaper to go with the season contract price. If we made an error some how I would definitely lower the price and make any corrections. We thought we were trying to help someone and now it hurts us financially as well and more importantly our reputation.
I think its very reasonable to request payment in full because we performed the service. In March we received a very bad storm and there was a delay in service at times due to the severity of the storm but as you can see,....we were there 3 times in March. The fact that we aren't perfect doesn't negate the work that we put in and doesn't mean that we shouldn't be paid for said work. This customer thought that he wasn't getting billed and since it took us a while to realize it wasn't going to the right person it seems as though Mr. [redacted] doesn't want to pay for what he got. He wasn't there so he can't say for sure when we got there compared to when it snowed. The GPS is there to benefit everyone and can't be argued with.
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.
I have attached a copy of the first bill that shows he was trying to bill me for Jan. 1, 2014, when I didn't even call him until the 2nd. When I spoke to the driver a the first time he told me that I had to call the office and set it up. He did not plow the fist time I spoke with and the trucks did not plow my driveway in March. I was in Myrtle Beach the second week and spoke with my fiancee which was snowed in during that time. I just do not agree with this so called GPS report. For someone that cannot keep a name and phone number on file, he seems to think is records are perfect.
Regards,
[redacted]
Overall, yes there was a delay as this work is they type of work that we often have large delays on and they can get altered due to emergency jobs that come up, usually due to high winds. We had an abundant of those. We are very sorry for the delay, as we don't normally need this much...
time to do the job. We wanted to work with you as we expressed and we weren't meaning to come across as rude but the day you canceled the job was all set up to be done. I know it was a situation of to little to late and we regret putting you in that situation. We didn't have any issue with refunding you the money but our accountant (part time) writes those checks and does take a little time. This check was in fact written on 9/9 and printed on 9/10 and should of been in our outgoing mail by the beginning of the week. Since you haven't seen it yet, you should by the end of the week. I tried to tell you that Wednesday the 16th would be difficult. Yes we were delayed and we didn't check in to update you. For that I'm sorry. We have sent the check and you will receive it very soon. I hope this will completely resolve your issue.
Revdex.com spoke to Wayne at business and the following was relayed: The fence was fixed today. I believe the issue has been resolved.