G & R Equipment Services L.L.C

To Whom It May Concern, We received a service call for this customer on 1/31/2016, at that point I had dispatched a technician to the customer to fix their espresso machineHe diagnosed the issue as there were parts inside the machine that needed cleaning so he cleaned the machine, and then calibrated the machineThe customer was running low on espresso beans so he calibrated the machine to the best of his abilities without using all of the customers productThe machine was functioning properly when my technician left the locationA couple of days after we ran the service call I called the customer to verify how the machine was operating, and I was told that they were still having issues with it so they had another company come out and fix the issueBased upon this information I decided not to charge the customer our overtime rates (due to the call coming in on the weekend), and decided to just charge our regular ratesI was never made aware that a tool was left inside the machine until 3/7/when one of my office personnel reached out to the customer for paymentAt that point I decided to void the invoice for the service we provided to the customerThe customer was then informed of that decisionIf my technician did leave a tool in the machine I was never given any documentation or an invoice showing that was the direct cause of any damage after my technician had left the customers locationI apologize for not calling [redacted] back, but I honestly did not receive any messages to call her to speak about the issuesIt is possible that whomever she spoke to in my office forgot to give me the messageI honestly believed that once we voided the invoice back on 3/7/the matter was resolvedThanks! Sonni JarrellOwner – VP/PartnerG&R Equipment Services, LLCLowery Ct Ste 5Groveport, OH 43125Office: 614-836-8000Fax: 614-836-8047Cell: 614-580-

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

there are several in accuracy's in the response. I was never notified the bill was voided out as I was still receiving phone calls from your office for payment after I requested to speak to someone ( which never happened) I also offered to email a copy of the service tech from bernard mechanical who retrieved the tool out of our machine that further broke pieces inside that needed to then be replaced. But I was told the owner would call me back I could talk to him about it further. I never received a call. I have attached the invoice

To Whom It May Concern, We received a service call for this customer on 1/31/2016, at that point I had dispatched a technician to the customer to fix their espresso machine. He diagnosed the issue as there were parts inside the machine that needed cleaning so he cleaned the machine, and then...

calibrated the machine. The customer was running low on espresso beans so he calibrated the machine to the best of his abilities without using all of the customers product. The machine was functioning properly when my technician left the location. A couple of days after we ran the service call I called the customer to verify how the machine was operating, and I was told that they were still having issues with it so they had another company come out and fix the issue. Based upon this information I decided not to charge the customer our overtime rates (due to the call coming in on the weekend), and decided to just charge our regular rates. I was never made aware that a tool was left inside the machine until 3/7/16 when one of my office  personnel reached out to the customer for payment. At that point I decided to void the invoice for the service we provided to the customer. The customer was then informed of that decision. If my technician did leave a tool in the machine I was never given any documentation or an invoice showing that was the direct cause of any damage after my technician had left the customers location. I apologize for not calling [redacted] back, but I honestly did not receive any messages to call her to speak about the issues. It is possible that whomever she spoke to in my office forgot to give me the message. I honestly believed that once we voided the invoice back on 3/7/16 the matter was resolved. Thanks! Sonni JarrellOwner – VP/PartnerG&R Equipment Services, LLC351 Lowery Ct Ste 5Groveport, OH 43125Office: 614-836-8000Fax: 614-836-8047Cell: 614-580-4427

To Whom It May Concern, I spoke with [redacted] today regarding this matter. We discussed how the lack of, and breakdown, in communication brought us to this point. I profusely apologized to her for the communication issues, and explained that it was more of a breakdown in communication between my office workers and myself to return her phone calls, and not from not wanting to talk with her about the issue at hand. We were able to come to an agreement on resolving this issue, and the resolution is as follows: 1)     Removing the bill, leaving a zero balance due.2)     Gave [redacted] a credit in the amount of $66.67 on her account with us, which is the cost of the part that broke due to the wrench that was left in the machine. I appreciate Casondra’s grace, and willingness to give us a second chance to redeem ourselves, because the experience she had is not a true representation of our company. We consider this matter resolved and closed. If you have any questions please let me know. Have a great day! Thanks!