InstallerNet does hundreds of installations of [redacted] DVR systems every month and the script for explaining to customers how the phone cannot work unless the DVR is connected to the internet is STANDARD, has been for years.I am copying and pasting the notes that were taken for this transaction by our Agent on that day, 5/27/16: "I spoke with customer to advise, per our notes and the quote, the DVR configuration to the internet and her cell phone was declined by her, so she was not charged for this serviceShe kept claiming we never asked, but I stressed that it is part of our quoting process and that the notes/quote indicate we did ask and she declinedI advised her we can try to expedite an appt but advised it is $She thinks it should be free or deeply discounted, but I advised I cannot do that because I have to pay the technician to go back out and perform the serviceShe told me to resend her receipt so I resent it"Additionally, [redacted] the attached receipt shows explicitly that [redacted] received WRITTEN confirmation that same day.All that said, InstallerNet would be willing to discount our charges to get her DVR on the internet and her smartphone working to show the cameras for a discount - normally $or more, we'll do it for $ If she'd like to take us up on it please call us back at the number on her emails from InstallerNet
The back of the InstallCard says "Not Valid Until Purchased" at the very top in an orange stripe Then in the details text which describes what you get it clearly says "once purchased", and lastly about 2/of the way down the back of the card in a dark blue strip is again states "Purchase of Installation is required to validate the InstallCard" Furthermore, nowhere does it say the service is "free"
I have reviewed Mr [redacted] 's transaction, # [redacted] , and see that:1) His attempt to email InstallerNet initially ended up getting filtered out by our Spam Filter, delaying our knowledge of his concern over being charged the full amount on his CC instead his requested 10% for a couple of days.2) Mr [redacted] experienced the misfortune of attempting to get the installation during the Holiday period in Ohio - in his particular neighborhood, his transaction notes show, of our InstallerNet Members declined the job for being too busy for end of year, and another declined due to weather/storm activity When finally did book an installer, it appears he no-showed for reasons we are still unclear about Clearly not the customer experience InstallerNet seeks to give anyone!3) Clearly there was a misunderstanding about InstallerNet's fee payment process, which always involves charging the full amount of the quote for an installation in advance of giving an order to an installer to go on site We do hundreds of installations per week using this procedure It is clear from the notes that between the concern over the full amount being charged, the delays in response due to Spam Filter, and the no-show by the first installer - InstallerNet was not able to honor our warranty to Mr [redacted] and get another installer out to do the job - he demanded full refund instead.4) I see Mr [redacted] did get his full refund on 1/7/just two days after filing this complaint
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
InstallerNet does hundreds of installations of [redacted] DVR systems every month and the script for explaining to customers how the phone cannot work unless the DVR is connected to the internet is STANDARD, has been for years.I am copying and pasting the notes that were taken for this transaction by our Agent on that day, 5/27/16: "I spoke with customer to advise, per our notes and the quote, the DVR configuration to the internet and her cell phone was declined by her, so she was not charged for this serviceShe kept claiming we never asked, but I stressed that it is part of our quoting process and that the notes/quote indicate we did ask and she declinedI advised her we can try to expedite an appt but advised it is $She thinks it should be free or deeply discounted, but I advised I cannot do that because I have to pay the technician to go back out and perform the serviceShe told me to resend her receipt so I resent it"Additionally, [redacted] the attached receipt shows explicitly that [redacted] received WRITTEN confirmation that same day.All that said, InstallerNet would be willing to discount our charges to get her DVR on the internet and her smartphone working to show the cameras for a discount - normally $or more, we'll do it for $ If she'd like to take us up on it please call us back at the number on her emails from InstallerNet
The back of the InstallCard says "Not Valid Until Purchased" at the very top in an orange stripe Then in the details text which describes what you get it clearly says "once purchased", and lastly about 2/of the way down the back of the card in a dark blue strip is again states "Purchase of Installation is required to validate the InstallCard" Furthermore, nowhere does it say the service is "free"
I have reviewed Mr [redacted] 's transaction, # [redacted] , and see that:1) His attempt to email InstallerNet initially ended up getting filtered out by our Spam Filter, delaying our knowledge of his concern over being charged the full amount on his CC instead his requested 10% for a couple of days.2) Mr [redacted] experienced the misfortune of attempting to get the installation during the Holiday period in Ohio - in his particular neighborhood, his transaction notes show, of our InstallerNet Members declined the job for being too busy for end of year, and another declined due to weather/storm activity When finally did book an installer, it appears he no-showed for reasons we are still unclear about Clearly not the customer experience InstallerNet seeks to give anyone!3) Clearly there was a misunderstanding about InstallerNet's fee payment process, which always involves charging the full amount of the quote for an installation in advance of giving an order to an installer to go on site We do hundreds of installations per week using this procedure It is clear from the notes that between the concern over the full amount being charged, the delays in response due to Spam Filter, and the no-show by the first installer - InstallerNet was not able to honor our warranty to Mr [redacted] and get another installer out to do the job - he demanded full refund instead.4) I see Mr [redacted] did get his full refund on 1/7/just two days after filing this complaint
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]