Henley's Photo Inc.

***,
In regards to the camera repair charges owed by Mrs***, we have fair and legal reasons to expect to receive payment for the services preformed
The original service repair order was two parts; repair to the camera body and repair to the lensNot knowing exactly what the error
was, both lens and body were sent to Camera Repair Instrument Service (CRIS) for evaluationOnce at the repair facility, the CRIS technicians determined that there was an error in both itemsWhen we received the quote for the lens ($170), a Henley’s employee called the customer for approvalMrs*** approved the repair estimate to fix the auto-focus mechanism in the lensA short time later, we received the estimate from the repair center for the camera bodyWhen called, Mrs*** became upset due to her misunderstanding the CRIS procedure of separate quotes for each item being repairedShe denied the repair to the camera body and she demanded to cancel the repair to the lens, but at this point it was too late because the repair to the lens had already been completedWhen told this, she said she was going to take both items from us and that she would not be paying for themLater, when the repaired lens and the non-repaired camera body were shipped back to our facility, we informed her that both items were ready for pick upOnce again, she told the Henley’s employee that she was planning to take the items without paying for themThe day the customer arrived to pick up the equipment, we apologized for the misunderstanding and we discussed the fact that Henley’s had paid for the lens repair on her behalf because she had authorized itBefore being able to come up with a compromise, Mrs*** took the unpaid items, she insisted that she would not pay for anything, and she walked outShe even took our copy of the contract with her authorization signature
After having such an unpleasant experience with Mrs***, we resigned that the only option to recoup our loss was to turn the order over to a collections agencyWe even authorized the collections agency to except a minimum payment ($90) which would only offset the cost for repairsThrough the collections process, Mrs*** has continued to be very difficultShe refused to negotiate with the collections company and instead opted to harass our employees with multiple phone calls a dayShe has even changed the story of how the events have transpiredShe originally acknowledged that she approved the repair of her lens; and now she claims that we misled her by telling her the quote was for the entire camera unit.
See excerpts (bold for emphasis):
*** G11-16-(via yelp.com):
“…finally, they re-called Canon and informed me the price was $to fix the auto focusWe approved the fix.”
*** *** 02-17-(via Revdex.com complaint):
“…Several weeks later Henley's told me the repair would be $I approved the CAMERA repair.”
At this point in time, we are justified to seek reimbursement for the services preformed with Mrs***’s authorizationHer misunderstanding does not change the fact that we have been charged by CRIS due to her approval of the lens repairHer unhappiness does not justify the action of taking unpaid merchandize without the intention of paying for itWe would like to see a speedy resolution of this disagreementWe are even willing to resolve the dispute at a heavily discounted rateHowever, any resolution must be handled directly by Commercial Trade Inc., as we have entered a contract with them for this case
Kind regards,
*** ***
Henley’s Photo
***@henleysphoto.com
PSI have attached our service repair order which details the cost of repair to the customer and the notes our staff took document our contact with Mrs***Also attached is the work order from CRIS which documents the amount of repair preformed to the lens, which is in contrast to the claim made by Mrs*** that there was nothing wrong with the lens

I am rejecting this response because: Mr ***'s statements were false.Good Morning ***,I was extremely shocked when I read Mr***'s statement. I will try to clarify his statements below.1. Mr*** may have been told by his employee, *** ***, that I was told there would be two separate charges for the camera repair, however that is not the case. As I have stated from the beginning, I agreed to the repair for my camera, totaling $170. No Henley's employee ever told me there would be charges. I was agreeable to spend $to repair a yr old camera....I never would have entertained spending this amount of money on a lens worth much less. 2. Mr*** also said in his reply "The original service repair order was two parts; repair to the camera body and repair to the lens." I am attaching the original estimate paperwork given to me on August 26, 2016, no where on this paperwork does it state there will be separate charges. Also, I would like to reply to the comment that Mr*** made about me taking their copy of the contract with my authorization signature. I did not take any paperwork from Mr***. He handed me the camera body and lens without comment. I picked up my camera and left, assuming the matter was closedI NEVER RECEIVED A BILL FROM HENLEY'S. If Mr*** was concerned about non payment, why didn't he ever send me a bill? Why did he even give my lens back to me, knowing I did not agree to the charge? Instead, Mr *** waited months then turned it over to collections.3. Mr*** also stated in his reply that I "refused to negotiate" with the collections company. Another falsehood. I was never offered a compromise, the agency told me that I had to pay the full amount plus their fees. This is why I contacted Henley's...and yes left several messages. I was TRYING to discuss this and work it out. I have never been in this situation and innocently thought the way to handle it was to talk to the manager/owner. So, as you may see, I did try to resolve the issue. Mr*** called my efforts "harassing". 4. Mr*** also He said that I have changed the story, and this is absolutely untrue. My story is and has always remained the same, because it is the truth. I brought my camera in for repair and authorized a charge of $for that repair. I was LATER told that was only for the lens. I did not EVER agree to repair the lens alone. It was my understanding that I would have a working camera for the $170. That is what I was agreeing to. I understand that Mr*** would stick up for his employee, however, I am telling you that his employee NEVER said to me there would be a separate charge for the lens and body. My story has never changed.I am attaching my notes along with the original quote for repair for your reviewAs you will see, I took notes each time I called Henley's.I look forward to ending this unfortunate conflict. Thank you for your assistance, *** ***