Response to Customer's Statement of the Problem: · Time of arrival - originally may have given a target time of between 10/11 but talked to customer by phone and was informed that I could come as late as 6PM. I assured my customer that I would be out to fix the...
problem on that day and I did. · I only wrote the bill out once but the person that subsequently wrote the check asked me to go over the job ticket three times! The job ticket was straightforward. I charged for my time and the cost of the new lock. · At first I did refuse the check because I informed the customer, before coming out, that I would only accept cash or credit card payment. We only accept checks at our discretion. The customer said they would have the cash available to pay me. I reluctantly accepted the check because they refused to pay by cash or credit card. · A period of time passed and the customer called me to inform me they had an issue with the lock. I said I would take care of the problem but only after the check they gave me cleared at the bank. · After checking with my bookkeeper about the status of the check, called the customer 2 days after they informed me of the problem in order to rectify their problem with the lock. They informed me they "took care of the problem". In conclusion, I believe the problem the customer had, after I performed the work, was "operator error". Apparently someone at the facility did not realize that the latch on the lock can be "dogged" in order to keep the lock from latching. Dogging is accomplished by pushing in on the latch and at the same time turning a key to secure the latch into position. Respectfully submitted,David G[redacted]Grey Enterprises, Inc.
I am rejecting this response because:
I reject because of only half of what he is saying is true. It does not take 2 weeks for a check to clear and we have bank statements that say he clearly cashed the check and it cleared. When trying to talk to this gentlemen he was rude and hung up on me. He never mentioned we could pay by credit card he kept demanding cash, that he did not specify earlier in conversation. Yes we knew about the dogg lock, but when unlocked you could not get back out. It was not like we were new to this, but he just refused to fix it. Don't know if it was because we were black owned or what, he was not the nicest person period. Yes we did have someone come out and correct his mistake because we as a business would not want our customers to be disappointed in us.
Response to Customer's Statement of the Problem: · Time of arrival - originally may have given a target time of between 10/11 but talked to customer by phone and was informed that I could come as late as 6PM. I assured my customer that I would be out to fix the...
problem on that day and I did. · I only wrote the bill out once but the person that subsequently wrote the check asked me to go over the job ticket three times! The job ticket was straightforward. I charged for my time and the cost of the new lock. · At first I did refuse the check because I informed the customer, before coming out, that I would only accept cash or credit card payment. We only accept checks at our discretion. The customer said they would have the cash available to pay me. I reluctantly accepted the check because they refused to pay by cash or credit card. · A period of time passed and the customer called me to inform me they had an issue with the lock. I said I would take care of the problem but only after the check they gave me cleared at the bank. · After checking with my bookkeeper about the status of the check, called the customer 2 days after they informed me of the problem in order to rectify their problem with the lock. They informed me they "took care of the problem". In conclusion, I believe the problem the customer had, after I performed the work, was "operator error". Apparently someone at the facility did not realize that the latch on the lock can be "dogged" in order to keep the lock from latching. Dogging is accomplished by pushing in on the latch and at the same time turning a key to secure the latch into position. Respectfully submitted,David G[redacted]Grey Enterprises, Inc.
I am rejecting this response because:
I reject because of only half of what he is saying is true. It does not take 2 weeks for a check to clear and we have bank statements that say he clearly cashed the check and it cleared. When trying to talk to this gentlemen he was rude and hung up on me. He never mentioned we could pay by credit card he kept demanding cash, that he did not specify earlier in conversation. Yes we knew about the dogg lock, but when unlocked you could not get back out. It was not like we were new to this, but he just refused to fix it. Don't know if it was because we were black owned or what, he was not the nicest person period. Yes we did have someone come out and correct his mistake because we as a business would not want our customers to be disappointed in us.