Gaurdian Fire Protection Service

*** *** - We received a complaint from the Revdex.com in regards to a $invoice you desired to be waived given your right to cancel at any timeWhile we would certainly like to assist you in this matter, we are a little confused as to what invoice you are referring toWe
are a fire protection company based in Rockville, MD, and service commercial businesses - could your invoice be from "Guardian Alarm Services", a completely different entity from us?We service MD, DC, and VA only, and show no record of any account under your namePlease advise as soon as possible, providing an invoice number or PDF copy of the invoiceRegards,Rob S***
Business Operations Manager

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.  
I would like to reassign my complaint to the "Guardian Alarm Services" I originally submitted to the wrong company.
Regards,
[redacted]

Review: Guardian Fire was paid 2237.15 invoice #[redacted] work complet** 5/9/2013 and 540.00 job # [redacted] for work complet** 5/20/2013. The work list** above was complet** due to our fire system Notice of Non Compliance. Guardian provid** the restaurant with a proposal to bring the system up to standards. The work was completed. Seven weeks later, on 6/26/2013 Guardian Fire call** less then 12 hours prior to work being preform** and ask if it was ok to do there semi annual inspection. They arriv** 6/27/2013 preform** and complet** the inspection. Their written proposal did not have prices includ** and was sign** after work was completed. When we receiv** the final bill a week later, it was for 2537.40 invoice #[redacted]. We just paid 2777.15 to repair the system in mid May 2013. Guardian`s words in the first proposal for work complet** in May, "strongly recommend** that your kitchen suppression system is repair** so that it will be compliant" That is what we paid for with the two invoices for 540.00 and 2237.15.Desired Settlement: A large reduction of invoice [redacted]. An average semi annual inspection cost is 600.00

Business

Response:

[redacted],

This letter is in response to the claim number mentioned above. In January we performed a kitchen fire suppression service at [redacted]. This was the first time we had been at this location. While onsite, we found deficiencies with the fire system. Those issues were written up and a formal proposal was sent out February 5th (3 business days after) via certified mail. The certified letter was received February 6th. Beginning on February 6th we began making attempts to get the repair work approved and scheduled. After many attempts over several months we were finally able to get the work approved on May 9th. The kitchen fire system portion (invoice #[redacted]) was scheduled for that night (May 9th) and the electrical portion (job #[redacted]) on May 25th. Those repairs were completed and paid for by the customer.

On June 27th we returned to perform another full inspection of the kitchen suppression system (invoice #[redacted]). While onsite we pointed out additional deficiencies and they were approved to be repaired onsite. These deficiencies however were not functional in nature; rather they were required maintenance services by the manufacturer due every 12 years. During the collection process, our service manager realized that we had done the above referenced maintenance services 6 months earlier than necessary. Our technician misread/miscalculated the due date for this service which is actually due in 2014, not 2013 and required every 12 years. The dated equipment had a 2002 date, misread at 2001 and therefore due in 2014.

In recognition of this error on the manufactured date, we credited the invoice $595 in an effort to show we acknowledge our tech made a mistake, however the service would have been required in January 2014 which is only 6 months later. Over the course of 3 months we tried to compromise with the customer and explain what occurred so that they understood that the work had been done slightly early. Despite numerous conversations with **, we were unable to reach a point of agreement. He told us we needed to speak to the owner, [redacted]. We sent two emails to [redacted] requesting his time to discuss the invoice. After the second email he said that he would have someone contact us. I personally reached out to ** on December 4th and was told by [redacted] at the restaurant he was in. Once I told him who I was he told me that ** was in fact not there. I left a message for ** to call me back. ** called back on December 6th and I explained to him the situation so he could fully understand where we were coming from, He said that he was talk to his boss, [redacted], and he would call me Monday to let me know his decision. I called ** back on December 9d & 10 and left messages for him to return my call. I informed him on numerous occasions that we needed to know what direction they wanted to go since we have 10 days to reply to Revdex.com. Finally on December 11th ** called back stating [redacted] didn’t feel our discount was significant enough and that he would like to continue to work through Revdex.com.

We feel we have done everything in our power to live up to the service we were hired to provide. Throughout the process we have attempted to communicate, almost daily, to try to come up with a resolution that made the customer happy and allowed us to get paid for our services. During this process, we were deflected and at times completely ignored. Despite his concerns with the bill, [redacted] has not made himself available to talk to us directly to try to come to a resolution. I have attached a copy of the certified letter receipts, emails to [redacted] and the call notes from our attempts to reach the customer and their statement to show the credits were applied.

We were very surprised to receive a complaint from Revdex.com and take this claim very serious. We feel we have exhausted all options and believe we have done everything to show that we are a reputable company that cares about our customers; however we expect to be paid fairly for our services. Please let me know if you need any further information.

Thank you,