Initial Business Response / [redacted] (1000, 6, 2015/06/22) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@mygutterhelmet.com Gutter Helmet takes great pride in providing our customers with top notch products & customer serviceIn regards to this case, here are the facts: Our representative visited Ms***'s home at her request on May 12,Ms [redacted] agreed that Gutter Helmet's products and solutions would meet her needs and signed a contract and placed a $deposit on said contract to have work performed on her homeThe installation date was set for June 17, Ms [redacted] then called our office on June 08, instructing [redacted] (we have no ***), to cancel her contract and refund her depositShe stated she needed to have some roofing work done and desired to cancel her contract [redacted] informed her we would be happy to reschedule or postpone her job to a later date if need be, but he was not authorized to cancel the contractShe became belligerent and informed [redacted] she would file a Revdex.com complaint if we did not refund her moneyShe did also state that she had sent an email which she felt was ignored by our companyShe states that the email for our rep is not valid, that is incorrectThe exact text from her email, which I would be happy to forward to the Revdex.com is listed belowThe email was sent to a general mailbox ( [redacted] @mygutterhelmet.com, which I monitor) and to [redacted] @mygutterhelmet.comOur reps email address is [redacted] @mygutterhelmet.com (she left out an L).I did receive her email on June 04, and checked to make sure her job was on schedule as well as spoke with our Production Manager after forwarding the pictures to himNothing in her email suggests she wishes someone to call her, only that she wanted to provide the pictures so we were aware of the problems she was experiencing with her existing gutter systemHere is the email: From: [redacted] Sent: Thursday, June 04, 12:PM To: [redacted] @mygutterhelmet.com Cc: [redacted] @mygutterhelmet.com Subject: Gutter Helmet Installation of June 17th at XXXXX [redacted] Attachments: IMG_0407.JPG; IMG_0411.JPG; IMG_0413.JPG; IMG_0418.JPG Hi [redacted] I wanted to forward these photos I took of the continuing problems with my gutters and I realize the amount of rain we hadI needed your company to see how these gutters operate while even when I don't have a heavy rainI'm hoping your company will be able to provide a better solution to this problem Thank you, [redacted] XXX-XXX-XXXX I want to be clear that we have performed no work at this location, and the problems she is experiencing with her existing gutter system I would think are the very reason she called us in the first placeWe would love to provide the solutions she contracted to have performed and end her gutter problems for goodWe have made several attempts to reach out to her, but she will not take our call (as stated in her complaint)It is impossible to resolve anything because her solution is no communicationOur desire would be to speak with her to discuss this matterShe may call our office @ (XXX) XXX-XXXX and ask for [redacted] and I would be happy to discuss this matterThank you
Initial Business Response / [redacted] (1000, 6, 2015/06/22) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@mygutterhelmet.com Gutter Helmet takes great pride in providing our customers with top notch products & customer serviceIn regards to this case, here are the facts: Our representative visited Ms***'s home at her request on May 12,Ms [redacted] agreed that Gutter Helmet's products and solutions would meet her needs and signed a contract and placed a $deposit on said contract to have work performed on her homeThe installation date was set for June 17, Ms [redacted] then called our office on June 08, instructing [redacted] (we have no ***), to cancel her contract and refund her depositShe stated she needed to have some roofing work done and desired to cancel her contract [redacted] informed her we would be happy to reschedule or postpone her job to a later date if need be, but he was not authorized to cancel the contractShe became belligerent and informed [redacted] she would file a Revdex.com complaint if we did not refund her moneyShe did also state that she had sent an email which she felt was ignored by our companyShe states that the email for our rep is not valid, that is incorrectThe exact text from her email, which I would be happy to forward to the Revdex.com is listed belowThe email was sent to a general mailbox ( [redacted] @mygutterhelmet.com, which I monitor) and to [redacted] @mygutterhelmet.comOur reps email address is [redacted] @mygutterhelmet.com (she left out an L).I did receive her email on June 04, and checked to make sure her job was on schedule as well as spoke with our Production Manager after forwarding the pictures to himNothing in her email suggests she wishes someone to call her, only that she wanted to provide the pictures so we were aware of the problems she was experiencing with her existing gutter systemHere is the email: From: [redacted] Sent: Thursday, June 04, 12:PM To: [redacted] @mygutterhelmet.com Cc: [redacted] @mygutterhelmet.com Subject: Gutter Helmet Installation of June 17th at XXXXX [redacted] Attachments: IMG_0407.JPG; IMG_0411.JPG; IMG_0413.JPG; IMG_0418.JPG Hi [redacted] I wanted to forward these photos I took of the continuing problems with my gutters and I realize the amount of rain we hadI needed your company to see how these gutters operate while even when I don't have a heavy rainI'm hoping your company will be able to provide a better solution to this problem Thank you, [redacted] XXX-XXX-XXXX I want to be clear that we have performed no work at this location, and the problems she is experiencing with her existing gutter system I would think are the very reason she called us in the first placeWe would love to provide the solutions she contracted to have performed and end her gutter problems for goodWe have made several attempts to reach out to her, but she will not take our call (as stated in her complaint)It is impossible to resolve anything because her solution is no communicationOur desire would be to speak with her to discuss this matterShe may call our office @ (XXX) XXX-XXXX and ask for [redacted] and I would be happy to discuss this matterThank you