Hansen Place Dental Associates

Initial Business Response / [redacted] (1000, 5, 2015/03/27) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Wilsons Security regrets that the customer believes that we have somehow failed in our serviceWilsons has built its business over years by exceeding customer expectations and we take any failures in service very seriouslyHowever, this customer complaint omits or contradicts specific elements of our record of the eventsWe have tried unsuccessfully to communicate these facts to the customer but the customer appears unwilling to listenThe complaint references the following two perceived customer service issues: 1) Failure of Wilsons Security to reimburse Customer for damage incurred during installation of security system From the moment that Wilsons was notified that our technician caused damage, we have agreed to reimburse the customerWe asked the customer to provide us with a copy of the invoice for repair work but were instructed to contact the customer's electrician directlyAfter three attempts to reach the customer's contractor, with a detailed message we received no response and no proof that repair work was performedThe customer complaint indicates that his electrician sent us an invoice, but we have recently confirmed with the electrician that an invoice was not sent to Wilsons prior to the customer's complaint to the Revdex.comOn March 16, we received the electrician's invoiceOn March 19th, we requested a mailing address from the customer [redacted] Wilsons can obviously only reimburse for damage for proven out of pocket expenses with instructions on how to make the reimbursement 2) Failure of the Security System to communicate to the monitoring station The customer's monitoring service utilizes his telephone line to communicate to the monitoring station signals for alarms, troubles, arming/disarming, and a communication test signalThe Monitoring Agreement between the customer and Wilsons Security dated July 7, states very clearly that it is the customer's responsibility to test the communication of the alarm systemWilsons does not control the customer's phone line and could not have known that the customer's phone service had been disruptedThe Monitoring Agreement indicates that once Wilsons is notified of an issue with communication, we will attempt to fix the problem within hours at the customer's expenseIf we do not address the issue within hours, then the customer may have the right to not pay for the service from the time that Wilsons was notified by the customerWilsons was notified of the failure to communicate on March 13, 2015, the same date that the customer requested that his service be cancelled Response to Customer's Desired Resolution: 1) As indicated, Wilsons will reimburse the customer for the electrical work when we have been provided a mailing address 2) As per the Monitoring Agreement with the customer, Wilsons is not entitled to reimburse the customer for monitoring service back to November as Wilsons was only notified by the customer of the failure of communication on March 13, Wilsons was only notified of the customer's request for reimbursement back to November through this complaint Again, Wilsons Security regrets that the customer has had a negative experience with our serviceHowever, we believe that we have done everything that we reasonably could have done, and have complied with the terms of our agreement with the customerWe would be happy to provide the Revdex.com with a detailed log of phone and email conversation with the customer as well as review the terms of our Monitoring AgreementOn March 13, 2015, the customer requested that the monitoring service be cancelledThe Monitoring Agreement states that the customer must pay for monitoring service through to the anniversary date of July 29, As an indication of Wilsons' strong commitment to exceed customer expectations, we will credit the customers' account for service from April 1st through July 29th Final Business Response / [redacted] (4000, 16, 2015/04/16) */ Wilsons Security issued a cheque # [redacted] for $for the cost of the electrician fees on March It was held until we received a mailing address from Mr [redacted] on March 30, It was then sent for signatures and mailed on approximately April 2, We can reissue a second cheque if this is Mr [redacted] ' request, send it registered mail and put a stop payment on the first cheque however it does take up to weeks to process a cheque through our system in addition to delivery time

Initial Business Response /* (1000, 5, 2015/03/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Wilsons Security regrets that the customer believes that we have somehow failed in our service. Wilsons has built its business...

over 100 years by exceeding customer expectations and we take any failures in service very seriously. However, this customer complaint omits or contradicts specific elements of our record of the events. We have tried unsuccessfully to communicate these facts to the customer but the customer appears unwilling to listen. The complaint references the following two perceived customer service issues:
1) Failure of Wilsons Security to reimburse Customer for damage incurred during installation of security system
From the moment that Wilsons was notified that our technician caused damage, we have agreed to reimburse the customer. We asked the customer to provide us with a copy of the invoice for repair work but were instructed to contact the customer's electrician directly. After three attempts to reach the customer's contractor, with a detailed message we received no response and no proof that repair work was performed. The customer complaint indicates that his electrician sent us an invoice, but we have recently confirmed with the electrician that an invoice was not sent to Wilsons prior to the customer's complaint to the Revdex.com. On March 16, 2015 we received the electrician's invoice. On March 19th, 2015 we requested a mailing address from the customer [redacted] Wilsons can obviously only reimburse for damage for proven out of pocket expenses with instructions on how to make the reimbursement.
2) Failure of the Security System to communicate to the monitoring station.
The customer's monitoring service utilizes his telephone line to communicate to the monitoring station signals for alarms, troubles, arming/disarming, and a communication test signal. The Monitoring Agreement between the customer and Wilsons Security dated July 7, 2013 states very clearly that it is the customer's responsibility to test the communication of the alarm system. Wilsons does not control the customer's phone line and could not have known that the customer's phone service had been disrupted. The Monitoring Agreement indicates that once Wilsons is notified of an issue with communication, we will attempt to fix the problem within 72 hours at the customer's expense. If we do not address the issue within 72 hours, then the customer may have the right to not pay for the service from the time that Wilsons was notified by the customer. Wilsons was notified of the failure to communicate on March 13, 2015, the same date that the customer requested that his service be cancelled.
Response to Customer's Desired Resolution:
1) As indicated, Wilsons will reimburse the customer for the electrical work when we have been provided a mailing address.
2) As per the Monitoring Agreement with the customer, Wilsons is not entitled to reimburse the customer for monitoring service back to November 2014 as Wilsons was only notified by the customer of the failure of communication on March 13, 2015. Wilsons was only notified of the customer's request for reimbursement back to November 2014 through this complaint.
Again, Wilsons Security regrets that the customer has had a negative experience with our service. However, we believe that we have done everything that we reasonably could have done, and have complied with the terms of our agreement with the customer. We would be happy to provide the Revdex.com with a detailed log of phone and email conversation with the customer as well as review the terms of our Monitoring Agreement. On March 13, 2015, the customer requested that the monitoring service be cancelled. The Monitoring Agreement states that the customer must pay for monitoring service through to the anniversary date of July 29, 2015. As an indication of Wilsons' strong commitment to exceed customer expectations, we will credit the customers' account for service from April 1st through July 29th.
Final Business Response /* (4000, 16, 2015/04/16) */
Wilsons Security issued a cheque #[redacted] for $230.00 for the cost of the electrician fees on March 23 2015. It was held until we received a mailing address from Mr. [redacted] on March 30, 2015. It was then sent for signatures and mailed on approximately April 2, 2015. We can reissue a second cheque if this is Mr. [redacted]' request, send it registered mail and put a stop payment on the first cheque however it does take up to 2 weeks to process a cheque through our system in addition to delivery time.