Gigi's Cupcakes

Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me.? We asked back in November for a different solution and didn’t hear back from the business until we contacted them in January about the doorbell being broken again at which point Arby was very rude so my husband did the communications with Roxane and a reset was done on the doorbell againWe then started to have issues again this fall after a firmware upgrade that caused issuesAt this time since we are unable to get out of the contract, we want to accept to return the doorbell and receive $off our bill each month as mentioned at the bottom of the response from the businessWe will not be extending our contract with them at the end of our contract and we will not be recommending them to others due to their customer service issues Regards, [redacted] ***

Hi my name is [redacted] and I currently own and operate the Gigi's store in BeaumontFirst let me say that I am very sorry to hear about your disappointing experiences with our storeI would like to also thank you for bringing it to our attention so we can work on making sure it does not happen to othersI have spoken to all of my team members and we are working on solutions to preventing this againPlease accept our sincere apologies for any inconveniences regarding this experienceSincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11490262, and find that this resolution is satisfactory to meAll I really required was an apology, and it has been a long time coming To the owner: I hope you resolve these customer service issues, so your customer base in the area can grow I am, frankly, put off visiting this establishment, but losing one customer will not have a great impact on your business I appreciate the apology for the waste of time, frustration, and poor customer service, and the fact that you will be proactive in regards to these problems
Sincerely,
*** ***

To whom It May Concern,We regret having to deal with the Revdex.com under these negative conditionsUnfortunately, we are trying to deal with this glitch concerning credit/debit cardsThe customer is correct in that our system had been blocked by "bad cards" as explained by technicianThe main
point we have been trying to explain to our customers is that these charges were not overages, or double chargesThe charges were all debits that were owed to our store, they were simply delayedThe best example we can use is, that handwritten checks also take time to fully process from our store to our bank, to theirs, and back to themIn this case that delay was monthsThe only way that the account would have gone into the negative, is if the checkbook wasn't balanced in the same way that a physical checkbook isWe greatly apologize for every inconvenience that this has causedWe are very confident that we have taken measures to ensure that this does not happen again.*** ***General Manager

To start, I would like emphasize we are a service-based business and we take every step possible to keep our clients happy. I truly wish there was something more we could have done, or do, to make your experience betterWe appreciate your feedback When you contact us about getting
your home protected, your concern was getting the best value and service for a monitored home security system, with the possibility of adding video. We clearly explained that we are security company, not a surveillance company but we did have some options for video as an accessory, the video doorbell was never the main purchaseIn fact, we didn’t offer any video services as a standalone productWe also explained that we weren’t the manufacturer of the device, it was a new product, and didn’t recommend wireless video cameras in most cases We are transparent during our sales process to make sure we are a good fit for each client. We put everything in writing and keep all emails for our records. We had email interactions before your installation and several conversationsWe would never advise a client to purchase a monitored security system if the main goal was to have a surveillance system, or a video doorbell. There are many products that are not monitored for video that you can purchase from other vendors Since you already had several quotes from other companies, with and without video, and weren’t happy with your previous provider, I went over every detail to make sure we set realistic expectationsFrom the first conversation, you let us know you had several quotes from alarm monitoring companiesWhich included service with video cameras, video doorbells, and without any videoWhen you emailed a quote for a lower priced option, we even recommended going with the other company since price was the major factor but you still chose to use our company because you said we cared about the best solution and weren’t pushy. Our business motto is people over profits and we have gone above and beyond to resolve any issues you’ve had, and we have waived costs that were associated with trip fees, labor changes, etcFrom the beginning, we felt some of your demands were unrealisticWhen you weren’t happy with the doorbell, in the beginning, we offered to let you out of your contract, but you declined the offer Your security system is working and we have always resolved any issues, answered any questions, and provided service to make sure we did everything in our power to exceed realistic expectationsPer the manufacturer, alarm.com, the video doorbell is working and installed properlyThe video doorbell is a wireless device and has motion detection options. When there is a small tree directly in front of the device, motion triggers the doorbell notificationsThe motion detection Is an option and may be oversensitive, it doesn’t have to be used Your video doorbell is no longer under warranty, but If there were something we could do that would change your perception and have your doorbell working to your standard, we would have done it alreadyThe first recommendation we had was to move the small treeThe weather can cause the tree to set off the motion this issue happens in the fall whenever the wind is blowing, and the leaves are fallingSince you refused to get rid of the tree, we tried every option we had Our technician, Roxann, has spent several hours, on several days, trying to find a solutionWe have asked several times what we could do to make you happyWe have no control over exterior factors that affect the performanceThe fact is you are not happy with how the video doorbell works, unfortunately, we cant control the factors you aren’t satisfied with. You also let us know you have gotten out of other agreements in the past with your previous security company We have tried to resolve the issue the following ways; We offered to exchange the doorbell for a video camera or refund you for the video doorbell. We do not manufacture these devices, but we do stand by our equipmentWe've spent hours on the phone with technical support and followed every recommendation on our side, Other than having the tree trimmed down or removed We replaced your video doorbell and waived trip fees, labor, and shipping We have scheduled four service visits and spent several hours troubleshooting with alarm.com which claims the device is working properly and should have improvements to the next firmware update to cut down the motion’s sensitivity Per the manufacturer, the device isn’t faulty and is working to the best of its ability. At this point, you have used your security system and video doorbell daily The doorbell isn’t meant to be a surveillance camera to watch over your vehicles in the street, a traditional video camera is a better solution for your additional needs. The truth is, you want to have additional video cameras for your driveway and a wireless video doorbell that can tell the difference between people and other motionThe technology that you have requested is only available with different products that are in a different price range Unfortunately, we cannot void your agreement. After reviewing your account, emails, and conversations, we believe we have done everything we can, and your request isn’t a reasonable oneWe have never had a client that we weren’t able to resolve an issue with, we always try and do the right thing and look after our clients best interestUnfortunately, no matter what we do, we can't keep every person happyAs you are aware, your agreement is with one of our finance partnersIf you would like to terminate your agreement, you can pay the remainder of your term to Security Equity Partners, and we can part ways. We are also willing to take back the doorbell and credit you the monthly fee involved with the video camera service for the duration of your agreementIf you would like to return the doorbell for the credit mentioned above, please let us know, and we will be happy to refund the $month you pay for the service for the remainder of your agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
We asked back in November for a different solution and didn’t hear back from the business until we contacted them in January about the doorbell being broken again at which point Arby was very rude so my husband did the communications with Roxane and a reset was done on the doorbell againWe then started to have issues again this fall after a firmware upgrade that caused issuesAt this time since we are unable to get out of the contract, we want to accept to return the doorbell and receive $off our bill each month as mentioned at the bottom of the response from the businessWe will not be extending our contract with them at the end of our contract and we will not be recommending them to others due to their customer service issues
Regards,
*** ***

Hi my name is *** *** and I currently own and operate the Gigi's store in BeaumontFirst let me say that I am very sorry to hear about your disappointing experiences with our storeI would like to also thank you for bringing it to our attention so we can work on making sure it does not happen to
othersI have spoken to all of my team members and we are working on solutions to preventing this againPlease accept our sincere apologies for any inconveniences regarding this experience. Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As you know it is 2014, and many people do not balance a checkbook!! If I authorize a charge via debit card and check my account and the charge I authorized says pending, I assume it has been withdrawn from my accountAgain, I authorized the charges on those specific days not months laterThe way you guys handled the situation was unacceptable, (you had emails on file), you should've warned your customers before hand! After the fact you sent a generic email apology which I received at least of..(annoying).
Regards,
*** ***