Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
A week after you serviced the cooler, there was junk in the water again and we sent you a picture. We stated that we did not want a new cooler and offered to pay you more than half of the existing contract against our will, with no compromise back from you. You stated you do not own the coolers but only service them. We stated we were going with another water company and you promptly sent us a damaging article about that company so that we would not go with them. Finally, you said your company would remove the cooler on November 9th and would email me ahead of time to let me know they were coming. I explained that it had to be gone before November 10th because we have a new cooler coming to be installed. On November 9th, I realized your service Tech did not show up nor did I get an email as stated they would be here. I contacted you immediately and you said your Tech had an emergency and couldn't be at our office on the 9th. You didn't even let us know there was an emergency - I had to contact you. I then asked you if that was the only Tech you had with no response. You said you can pick up the cooler on November 14th which I explained is too late for us, so you offered the instructions for me to remove the cooler myself which I could not do because it's a filtration system and involves tubing and valves etc. Thank god, someone was servicing our furnace that morning so I had them remove the cooler which we will probably get charged for. This is unacceptable! Regards,
*** ***
As you mention in your complaint we do not own the coolersThe "Junk" you were referring to was most likely some residual carbon dust from one of the new filters and either would have flushed out on it's own or could have been flushed out manuallySince you were not interested any resolutions you were offered a new cooler which you declinedThe same way when you lease a car, the car dealer is responsible for service and the leasing company handles the financial endI am sorry you did not feel our offer of a brand new cooler was sufficient and you decided to switch companiesAs far as the removal of the cooler, it only required a ball valve be shut off, the tubing be removed or cut, and the cooler was free to be movedIt should take a total of minute(We have client's do it all the time when they are having floors cleaned or work done in their facilities.) I am sorry that after 1/years our service did not meet your expectations, but the decision to change vendors was yourseven though we had offered to exchange your cooler for a new one
Hi ***,I am sorry for the problem you were having with your coolerAccording to our records your cooler was originally installed 1/years ago on 5/9/Your company renewed it's lease 4/20/When you were having the problems in September of this year so we offered to swap out the cooler for a
new one and to service your cooler every six monthsBased on your previous usage, we had been servicing your cooler once every months for the past 1/yearsOn 9/25/you instructed *** to just have the cooler removed even though you had about 1/years left on your leaseI would like to offer you with a new cooler, free of charge, for the next years and have it serviced every six monthsIf is not satisfactory to you, please feel free to call me anytime at our office so we can discuss this furtherThanks, ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
We did not want a new cooler because that was a NEW COOLER recently swapped out by your team. It was swapped out because the old cooler did the same thing so your team gave us a "new cooler" and it still happened. Regardless, the customer should always be happy and not have to try and negotiate with faulty equipment. The bottom line is, we are not happy and second, you should never send people directions on removing the cooler themselves because that is your job and you are getting paid to do it, end of story. We offered $1,000.00 towards the contract for a cooler that wasn't working to our satisfaction and you wouldn't budge. To your car dealership reference, this isn't a [redacted], it's a water cooler. Seems silly, huh! We have been great customers for a long time and would like a full refund.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
A week after you serviced the cooler, there was junk in the water again and we sent you a picture. We stated that we did not want a new cooler and offered to pay you more than half of the existing contract against our will, with no compromise back from you. You stated you do not own the coolers but only service them. We stated we were going with another water company and you promptly sent us a damaging article about that company so that we would not go with them. Finally, you said your company would remove the cooler on November 9th and would email me ahead of time to let me know they were coming. I explained that it had to be gone before November 10th because we have a new cooler coming to be installed. On November 9th, I realized your service Tech did not show up nor did I get an email as stated they would be here. I contacted you immediately and you said your Tech had an emergency and couldn't be at our office on the 9th. You didn't even let us know there was an emergency - I had to contact you. I then asked you if that was the only Tech you had with no response. You said you can pick up the cooler on November 14th which I explained is too late for us, so you offered the instructions for me to remove the cooler myself which I could not do because it's a filtration system and involves tubing and valves etc. Thank god, someone was servicing our furnace that morning so I had them remove the cooler which we will probably get charged for. This is unacceptable! Regards,
*** ***
As you mention in your complaint we do not own the coolersThe "Junk" you were referring to was most likely some residual carbon dust from one of the new filters and either would have flushed out on it's own or could have been flushed out manuallySince you were not interested any resolutions you were offered a new cooler which you declinedThe same way when you lease a car, the car dealer is responsible for service and the leasing company handles the financial endI am sorry you did not feel our offer of a brand new cooler was sufficient and you decided to switch companiesAs far as the removal of the cooler, it only required a ball valve be shut off, the tubing be removed or cut, and the cooler was free to be movedIt should take a total of minute(We have client's do it all the time when they are having floors cleaned or work done in their facilities.) I am sorry that after 1/years our service did not meet your expectations, but the decision to change vendors was yourseven though we had offered to exchange your cooler for a new one
Hi ***,I am sorry for the problem you were having with your coolerAccording to our records your cooler was originally installed 1/years ago on 5/9/Your company renewed it's lease 4/20/When you were having the problems in September of this year so we offered to swap out the cooler for a
new one and to service your cooler every six monthsBased on your previous usage, we had been servicing your cooler once every months for the past 1/yearsOn 9/25/you instructed *** to just have the cooler removed even though you had about 1/years left on your leaseI would like to offer you with a new cooler, free of charge, for the next years and have it serviced every six monthsIf is not satisfactory to you, please feel free to call me anytime at our office so we can discuss this furtherThanks, ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
We did not want a new cooler because that was a NEW COOLER recently swapped out by your team. It was swapped out because the old cooler did the same thing so your team gave us a "new cooler" and it still happened. Regardless, the customer should always be happy and not have to try and negotiate with faulty equipment. The bottom line is, we are not happy and second, you should never send people directions on removing the cooler themselves because that is your job and you are getting paid to do it, end of story. We offered $1,000.00 towards the contract for a cooler that wasn't working to our satisfaction and you wouldn't budge. To your car dealership reference, this isn't a [redacted], it's a water cooler. Seems silly, huh! We have been great customers for a long time and would like a full refund.
Regards,
[redacted]