Hello Beth,Thank you for taking the time to speak with me Friday regarding filing a response to a complaint that was filed against our business Following is the response to the complaint Based on a conversation I had with the customer I feel that any issues have been resolved Please let me know if you need any additional information.The primary issue that was discussed in the complaint was selecting and installing the garbage drawer due to a defective one that was originally installed Once we knew that the unit was defective we researched what was needed to replace it (as per our warranty service included with our work) Our project manager had emailed the selection to the customer to confirm with no response so we did go ahead and order and subsequently tried to contact the customer to schedule the installation, with no response When I followed up with the customer, he realized the project manager emails did in fact get sent to him but went to his spam email The day following this phone conversation the unit was installed and the customer was pleased with the product that was installed In fact, he said he has heard good things about Inde What we ordered was the only option that would work for his unit, there were not choices to be made The customer was questioning the refund amount Inde received as a refund, we received less than the $and I sent him a copy of the refund notice we received from the manufacturer There was no reason for us to not give him this information and there was nothing to hide regarding this As for selections to be made in the original project, the customer was working with a very strict budget and we were assisting him in making selections that would allow him to stay within his budget Inde stands behind our product and our service and as long as we are made aware of issues and customer dissatisfaction, we follow up and follow through to completion.Thank you [redacted] Business Manager, Inde Studio 585-249-phone 585-249-fax [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Originally my communication with Inde has been through https://www[redacted] .net/ and most of our communication has been though this site I did not respond to them not because of ignoring their e-mail but because I was under the impression that my selections were going to come through [redacted] and not my personal e-mail which most likely send commercial e-mails to the junk folder by defaultI luckily only found one of emails the project manager says was sent or missed describing the trash pull out they selected but the one email I found did not show the description of the item Though Inde says that my [redacted] account is closed on their end but on my end I am still able to log in and use the site In fact the project manager was still emailing me through [redacted] earlier this year so I assumed to continue to receive correspondence through from them through [redacted] *** It is ideal to pick one medium of communication and stick to itMultiple times in the past I have asked for actual receipts of the products I ordered but I was never given any receipts of my purchases All I was given was a copy of allowances that they gave me Obviously an allowance is different than the actual cost of the product This made me feel like they were hiding the costs which made me develop a mistrust with them So I questioned the refund amount After this complaint was the first time Inde has provided me with a receipt of the actual cost of something I purchasedInde has a history with me of making selections and performing additional work without my consent prior to starting the work During the phone conversation mentioned in Inde’s response I was told that there were options so THEY took it upon themselves to make the selection just as they selected other times in the kitchen without consulting me prior to ordering and installing them I have told both current and previous project managers assigned to my project as well as the business manager that I would be flexible My willingness to spend more for what I wanted is evident from several change orders I submitted to Inde to order a hire end product Inde can make suggestions and strongly recommend their ideas but the customer has the right to make the final decision on all work and purchases since he/she is the one spending the money no madder how little the options are.Yes I did hear good things about Inde but what I heard was completely different than what I experienced Many of the complaints made to the original project manager and installers were not relayed to the business manager Though I am satisfied with the resolution of my complaint and will close this case I am more than willing to politely discuss in person every complaint from the first day I walked into Inde to the close of this case Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Originally my communication
with Inde has been through https://www.[redacted].net/ and most of our
communication has been though this site. I did not respond to them not
because of ignoring their e-mail but because I was under the impression that my
selections were going to come through [redacted] and not my personal e-mail
which most likely send commercial e-mails to the junk folder by default. I luckily
only found one of 4 emails the project manager says was sent or missed
describing the trash pull out they selected but the one email I found did not
show the description of the item. Though
Inde says that my [redacted] account is closed on their end but on my end I
am still able to log in and use the site. In fact the project manager was
still emailing me through [redacted] earlier this year so I assumed to
continue to receive correspondence through from them through [redacted]. It is ideal to pick one medium of
communication and stick to it. Multiple times in the
past I have asked for actual receipts of the products I ordered but I was never
given any receipts of my purchases. All I was given was a copy of
allowances that they gave me. Obviously an allowance is different than
the actual cost of the product. This
made me feel like they were hiding the costs which made me develop a mistrust
with them. So I questioned the refund
amount. After this complaint was the
first time Inde has provided me with a receipt of the actual cost of something
I purchased. Inde has a history with
me of making selections and performing additional work without my consent prior
to starting the work. During the phone
conversation mentioned in Inde’s response I was told that there were 2 options
so THEY took it upon themselves to make the selection just as they selected
other times in the kitchen without consulting me prior to ordering and
installing them. I have told both current
and previous project managers assigned to my project as well as the business manager
that I would be flexible. My willingness
to spend more for what I wanted is evident from several change orders I submitted
to Inde to order a hire end product. Inde can make suggestions and strongly recommend their ideas but the customer
has the right to make the final decision on all work and purchases since he/she
is the one spending the money no madder how little the options are.Yes I did hear good
things about Inde but what I heard was completely different than what I
experienced. Many of the complaints made
to the original project manager and installers were not relayed to the business
manager. Though I am satisfied with the
resolution of my complaint and will close this case I am more than willing to
politely discuss in person every complaint from the first day I walked into
Inde to the close of this case.
Regards,
[redacted]
Hello Beth,Thank you for taking the time to speak with me Friday regarding filing a response to a complaint that was filed...
against our business. Following is the response to the complaint. Based on a conversation I had with the customer I feel that any issues have been resolved. Please let me know if you need any additional information.The primary issue that was discussed in the complaint was selecting and installing the garbage drawer due to a defective one that was originally installed. Once we knew that the unit was defective we researched what was needed to replace it (as per our warranty service included with our work). Our project manager had emailed the selection to the customer to confirm with no response so we did go ahead and order and subsequently tried to contact the customer to schedule the installation, with no response. When I followed up with the customer, he realized the project manager emails did in fact get sent to him but went to his spam email. The day following this phone conversation the unit was installed and the customer was pleased with the product that was installed. In fact, he said he has heard good things about Inde. What we ordered was the only option that would work for his unit, there were not choices to be made. The customer was questioning the refund amount Inde received as a refund, we received less than the $300 and I sent him a copy of the refund notice we received from the manufacturer. There was no reason for us to not give him this information and there was nothing to hide regarding this. As for selections to be made in the original project, the customer was working with a very strict budget and we were assisting him in making selections that would allow him to stay within his budget. Inde stands behind our product and our service and as long as we are made aware of issues and customer dissatisfaction, we follow up and follow through to completion.Thank you[redacted]
Business Manager, Inde Studio
585-249-8136 phone
585-249-8111 fax [email protected]
Hello Beth,Thank you for taking the time to speak with me Friday regarding filing a response to a complaint that was filed against our business Following is the response to the complaint Based on a conversation I had with the customer I feel that any issues have been resolved Please let me know if you need any additional information.The primary issue that was discussed in the complaint was selecting and installing the garbage drawer due to a defective one that was originally installed Once we knew that the unit was defective we researched what was needed to replace it (as per our warranty service included with our work) Our project manager had emailed the selection to the customer to confirm with no response so we did go ahead and order and subsequently tried to contact the customer to schedule the installation, with no response When I followed up with the customer, he realized the project manager emails did in fact get sent to him but went to his spam email The day following this phone conversation the unit was installed and the customer was pleased with the product that was installed In fact, he said he has heard good things about Inde What we ordered was the only option that would work for his unit, there were not choices to be made The customer was questioning the refund amount Inde received as a refund, we received less than the $and I sent him a copy of the refund notice we received from the manufacturer There was no reason for us to not give him this information and there was nothing to hide regarding this As for selections to be made in the original project, the customer was working with a very strict budget and we were assisting him in making selections that would allow him to stay within his budget Inde stands behind our product and our service and as long as we are made aware of issues and customer dissatisfaction, we follow up and follow through to completion.Thank you [redacted] Business Manager, Inde Studio 585-249-phone 585-249-fax [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Originally my communication with Inde has been through https://www[redacted] .net/ and most of our communication has been though this site I did not respond to them not because of ignoring their e-mail but because I was under the impression that my selections were going to come through [redacted] and not my personal e-mail which most likely send commercial e-mails to the junk folder by defaultI luckily only found one of emails the project manager says was sent or missed describing the trash pull out they selected but the one email I found did not show the description of the item Though Inde says that my [redacted] account is closed on their end but on my end I am still able to log in and use the site In fact the project manager was still emailing me through [redacted] earlier this year so I assumed to continue to receive correspondence through from them through [redacted] *** It is ideal to pick one medium of communication and stick to itMultiple times in the past I have asked for actual receipts of the products I ordered but I was never given any receipts of my purchases All I was given was a copy of allowances that they gave me Obviously an allowance is different than the actual cost of the product This made me feel like they were hiding the costs which made me develop a mistrust with them So I questioned the refund amount After this complaint was the first time Inde has provided me with a receipt of the actual cost of something I purchasedInde has a history with me of making selections and performing additional work without my consent prior to starting the work During the phone conversation mentioned in Inde’s response I was told that there were options so THEY took it upon themselves to make the selection just as they selected other times in the kitchen without consulting me prior to ordering and installing them I have told both current and previous project managers assigned to my project as well as the business manager that I would be flexible My willingness to spend more for what I wanted is evident from several change orders I submitted to Inde to order a hire end product Inde can make suggestions and strongly recommend their ideas but the customer has the right to make the final decision on all work and purchases since he/she is the one spending the money no madder how little the options are.Yes I did hear good things about Inde but what I heard was completely different than what I experienced Many of the complaints made to the original project manager and installers were not relayed to the business manager Though I am satisfied with the resolution of my complaint and will close this case I am more than willing to politely discuss in person every complaint from the first day I walked into Inde to the close of this case Regards, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Originally my communication
with Inde has been through https://www.[redacted].net/ and most of our
communication has been though this site. I did not respond to them not
because of ignoring their e-mail but because I was under the impression that my
selections were going to come through [redacted] and not my personal e-mail
which most likely send commercial e-mails to the junk folder by default. I luckily
only found one of 4 emails the project manager says was sent or missed
describing the trash pull out they selected but the one email I found did not
show the description of the item. Though
Inde says that my [redacted] account is closed on their end but on my end I
am still able to log in and use the site. In fact the project manager was
still emailing me through [redacted] earlier this year so I assumed to
continue to receive correspondence through from them through [redacted]. It is ideal to pick one medium of
communication and stick to it. Multiple times in the
past I have asked for actual receipts of the products I ordered but I was never
given any receipts of my purchases. All I was given was a copy of
allowances that they gave me. Obviously an allowance is different than
the actual cost of the product. This
made me feel like they were hiding the costs which made me develop a mistrust
with them. So I questioned the refund
amount. After this complaint was the
first time Inde has provided me with a receipt of the actual cost of something
I purchased. Inde has a history with
me of making selections and performing additional work without my consent prior
to starting the work. During the phone
conversation mentioned in Inde’s response I was told that there were 2 options
so THEY took it upon themselves to make the selection just as they selected
other times in the kitchen without consulting me prior to ordering and
installing them. I have told both current
and previous project managers assigned to my project as well as the business manager
that I would be flexible. My willingness
to spend more for what I wanted is evident from several change orders I submitted
to Inde to order a hire end product. Inde can make suggestions and strongly recommend their ideas but the customer
has the right to make the final decision on all work and purchases since he/she
is the one spending the money no madder how little the options are.Yes I did hear good
things about Inde but what I heard was completely different than what I
experienced. Many of the complaints made
to the original project manager and installers were not relayed to the business
manager. Though I am satisfied with the
resolution of my complaint and will close this case I am more than willing to
politely discuss in person every complaint from the first day I walked into
Inde to the close of this case.
Regards,
[redacted]
Hello Beth,Thank you for taking the time to speak with me Friday regarding filing a response to a complaint that was filed...
against our business. Following is the response to the complaint. Based on a conversation I had with the customer I feel that any issues have been resolved. Please let me know if you need any additional information.The primary issue that was discussed in the complaint was selecting and installing the garbage drawer due to a defective one that was originally installed. Once we knew that the unit was defective we researched what was needed to replace it (as per our warranty service included with our work). Our project manager had emailed the selection to the customer to confirm with no response so we did go ahead and order and subsequently tried to contact the customer to schedule the installation, with no response. When I followed up with the customer, he realized the project manager emails did in fact get sent to him but went to his spam email. The day following this phone conversation the unit was installed and the customer was pleased with the product that was installed. In fact, he said he has heard good things about Inde. What we ordered was the only option that would work for his unit, there were not choices to be made. The customer was questioning the refund amount Inde received as a refund, we received less than the $300 and I sent him a copy of the refund notice we received from the manufacturer. There was no reason for us to not give him this information and there was nothing to hide regarding this. As for selections to be made in the original project, the customer was working with a very strict budget and we were assisting him in making selections that would allow him to stay within his budget. Inde stands behind our product and our service and as long as we are made aware of issues and customer dissatisfaction, we follow up and follow through to completion.Thank you[redacted]
Business Manager, Inde Studio
585-249-8136 phone
585-249-8111 fax
[email protected]