Revdex.com spoke to Hank at business and the following was relayed: Yesterday my man was out there with the manufacturer ( [redacted] ) repThe manufacturer verified that the issue is not due to installation but is from cat litter and lintThe manufacturer has taken full responsibility, issued the customer a claim number, and will be directly working with and resolving the issue with the customerThere was nothing wrong with our installationAdditionally their water tank went badIt has a lifetime warranty and we supplied a free tankThe customer will not pay for the labor so in good faith we also absorbed the labor cost to install
We apologize that there was a miscommunication on this caseOur Operations Team and Management Team reviewed the case correspondence extensively over the last two days and we have located the issuePer the review of the case, while we rarely give a solid quote for how long it will take for us to send a file to an attorney, we did overshoot the general quoted time by over minutesWe hadn’t worked on this client’s file for over seven months, and the file had been sent to ArchivesWhen we were recently contacted by the client to send the file to the attorney, we had to pull it from Archive, scan it in, assemble and send to the attorney’s officeDue to the amount of time that had lapsed, it took us longer than the original quote from six months earlierThe client was originally quoted “an hour or so” (which equates to $90.00), and the work done to send the file actually took minutesAnother one of the breakdowns in communication was between the Advocate working the file and our Accounting DepartmentOur Accounting Department was under the assumption that additional work would be done on this file, which is why there was a charge for future work to be doneThis was not accurately noted in our system, and our Accounting Department should have reviewed more closelyThey would have seen that this was being sent to an attorney and our part of the process was 100% overWe were not acting fraudulently, but we can see where this would be confusing and irritating for the client. The portion of the complaint stating that the credit card was charged without the client’s permission is not exactly accurateWhen we originally went to charge the credit card for the work on the file after we were contacted to send the file to the attorney, the client’s credit card had declinedThe client was aware that this would take some time, and we had to contact her for a new credit card numberShe provided the new number to our Accounting Deptand was aware that her card was going to be chargedThe confusion mainly appears to be over how much was to be charged, which we have explained above. At this time, we are processing a refund to the client of $While we did in fact do minutes of work on this case, we feel it is best refund the charge and provide this service to this client for freeThese sort of breakdowns in communication between our departments, and between our staff and our clients, are not acceptableAfter reviewing the full account, we have identified several coaching opportunities for our staff that we will make sure to address. We know the process with insurance is confusing and frustrating, and communication issues from our office are never intentionalIt is our mission to partner with families to make this process easiernot harderWe apologize that we did not live up to that in this instance. Again, we apologize for any frustration we may have causedOur management team appreciates constructive reviews and we want to provide the highest quality service to our families
Revdex.com spoke to Hank at business and the following was relayed: Yesterday my man was out there with the manufacturer ( [redacted] ) repThe manufacturer verified that the issue is not due to installation but is from cat litter and lintThe manufacturer has taken full responsibility, issued the customer a claim number, and will be directly working with and resolving the issue with the customerThere was nothing wrong with our installationAdditionally their water tank went badIt has a lifetime warranty and we supplied a free tankThe customer will not pay for the labor so in good faith we also absorbed the labor cost to install
We apologize that there was a miscommunication on this caseOur Operations Team and Management Team reviewed the case correspondence extensively over the last two days and we have located the issuePer the review of the case, while we rarely give a solid quote for how long it will take for us to send a file to an attorney, we did overshoot the general quoted time by over minutesWe hadn’t worked on this client’s file for over seven months, and the file had been sent to ArchivesWhen we were recently contacted by the client to send the file to the attorney, we had to pull it from Archive, scan it in, assemble and send to the attorney’s officeDue to the amount of time that had lapsed, it took us longer than the original quote from six months earlierThe client was originally quoted “an hour or so” (which equates to $90.00), and the work done to send the file actually took minutesAnother one of the breakdowns in communication was between the Advocate working the file and our Accounting DepartmentOur Accounting Department was under the assumption that additional work would be done on this file, which is why there was a charge for future work to be doneThis was not accurately noted in our system, and our Accounting Department should have reviewed more closelyThey would have seen that this was being sent to an attorney and our part of the process was 100% overWe were not acting fraudulently, but we can see where this would be confusing and irritating for the client. The portion of the complaint stating that the credit card was charged without the client’s permission is not exactly accurateWhen we originally went to charge the credit card for the work on the file after we were contacted to send the file to the attorney, the client’s credit card had declinedThe client was aware that this would take some time, and we had to contact her for a new credit card numberShe provided the new number to our Accounting Deptand was aware that her card was going to be chargedThe confusion mainly appears to be over how much was to be charged, which we have explained above. At this time, we are processing a refund to the client of $While we did in fact do minutes of work on this case, we feel it is best refund the charge and provide this service to this client for freeThese sort of breakdowns in communication between our departments, and between our staff and our clients, are not acceptableAfter reviewing the full account, we have identified several coaching opportunities for our staff that we will make sure to address. We know the process with insurance is confusing and frustrating, and communication issues from our office are never intentionalIt is our mission to partner with families to make this process easiernot harderWe apologize that we did not live up to that in this instance. Again, we apologize for any frustration we may have causedOur management team appreciates constructive reviews and we want to provide the highest quality service to our families