Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] - there is no proposed resolution at all that I can see. What I do see is a lot of very negative emotions as well as inventions. I was never rude, abrupt or screaming - this is not the way I operate. I am a business professional and I hold myself to a higher standard of conduct than I hold any business I communicate with. The response is not truthful - I understand that the business resorted to making me look bad and not trustworthy so other potential customers who will come to check them out on Revdex.com website or on [redacted] or [redacted] (yes, I intend to share my experience widely unless the issue is resolved) take my complaint with the grain of salt. I get it - trying to discredit the customer by calling her names is clearly easier and more in-line with their business philosophy than offering a workable solution. This doesn't come as a surprise actually - the person, who turned out to be the owner, had exact same attitude when I called. Yelled at me, interrupted, argued and, in the end, told me to go find someone else and hung up on me. She did that because she didn't like the message, there was nothing wrong with my tone or attitude, I simply wanted my unit fixed at a price that was promised to me.The dumb waiter is NOT an elevator nor it a computer or TV or washer or microwave, It is a fairly simple unit containing no more than 10 parts. When I called ahead of the technician visit, the person who took the order, assured me that the normal repair would not take any more than 1.5 hrs. I asked again and again and explained that I do not even plan on using the dumb waiter so it isn't worth to me to spend any more than $300 for it and she seemed to understand. She said it shouldn't be hard and claimed that most repairs do not take more than 1 hr. She didn't mention a word about me paying for the travel time - I would have never ever agreed to pay for the travel time have she brought it up. By the way, the tech also didn't mention the travel time. I wrote on the piece of paper (that the owner claims indicates my approval of charges at the time of the so called service) that the machine wasn't fixed. When I called post visit (they didn't even bother calling me after that ill-fated repair attempt) that I wasn't happy to pay 90 minutes of the tech time at the exuberant rate they charge just to learn the names of 2 parts that are broken. The fact the technician headed to the job, well aware that he was to fix the dumb waiter, without necessary parts (simple parts such as tension wire that every dumb waiter would have) indicates to me that this business is simply shameless and lives off overcharging clients. There is no pride there, none. I do not see the resolution offered or coming. For this to be resolved, the business will need to approach it in an honest, timely and sensible manner which is hard for me to anticipate given their "performance" up to date. This is the only resolution that I can see - they have to come to repair the unit and provide a warranty for parts and labor after which I would pay them for 1.5 hrs originally charged. I ask that they focus on the resolution rather than engaging in attacking customer's character.
Regards,
[redacted]
Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] - there is no proposed resolution at all that I can see. What I do see is a lot of very negative emotions as well as inventions. I was never rude, abrupt or screaming - this is not the way I operate. I am a business professional and I hold myself to a higher standard of conduct than I hold any business I communicate with. The response is not truthful - I understand that the business resorted to making me look bad and not trustworthy so other potential customers who will come to check them out on Revdex.com website or on [redacted] or [redacted] (yes, I intend to share my experience widely unless the issue is resolved) take my complaint with the grain of salt. I get it - trying to discredit the customer by calling her names is clearly easier and more in-line with their business philosophy than offering a workable solution. This doesn't come as a surprise actually - the person, who turned out to be the owner, had exact same attitude when I called. Yelled at me, interrupted, argued and, in the end, told me to go find someone else and hung up on me. She did that because she didn't like the message, there was nothing wrong with my tone or attitude, I simply wanted my unit fixed at a price that was promised to me.The dumb waiter is NOT an elevator nor it a computer or TV or washer or microwave, It is a fairly simple unit containing no more than 10 parts. When I called ahead of the technician visit, the person who took the order, assured me that the normal repair would not take any more than 1.5 hrs. I asked again and again and explained that I do not even plan on using the dumb waiter so it isn't worth to me to spend any more than $300 for it and she seemed to understand. She said it shouldn't be hard and claimed that most repairs do not take more than 1 hr. She didn't mention a word about me paying for the travel time - I would have never ever agreed to pay for the travel time have she brought it up. By the way, the tech also didn't mention the travel time. I wrote on the piece of paper (that the owner claims indicates my approval of charges at the time of the so called service) that the machine wasn't fixed. When I called post visit (they didn't even bother calling me after that ill-fated repair attempt) that I wasn't happy to pay 90 minutes of the tech time at the exuberant rate they charge just to learn the names of 2 parts that are broken. The fact the technician headed to the job, well aware that he was to fix the dumb waiter, without necessary parts (simple parts such as tension wire that every dumb waiter would have) indicates to me that this business is simply shameless and lives off overcharging clients. There is no pride there, none. I do not see the resolution offered or coming. For this to be resolved, the business will need to approach it in an honest, timely and sensible manner which is hard for me to anticipate given their "performance" up to date. This is the only resolution that I can see - they have to come to repair the unit and provide a warranty for parts and labor after which I would pay them for 1.5 hrs originally charged. I ask that they focus on the resolution rather than engaging in attacking customer's character.
Regards,
[redacted]