Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The company never provided any documentation about company polices nor do they have an office that a customer can stop at to talk to anyone. The last attachment had my signed contract that was the only documentation that I received. And not all service companies share your policies and operate like you.
Our service technician serviced the home on December 21st. He placed bait stations in the home as well as the garage and also inspected the foundation of the home for entry points. This was the first time that the customer let us know that they had a mouse issue. We are always happy to come out, as...
many times as needed, to solve a problem. After explaining what we do for mice to the Mrs. we got a call from the customer that afternoon about their mice. We offered to come out for free on December 23rd and show him what we had done on the 21st and to set a specific plan to tackle his mouse problem. When our technician showed up for their appointment on the 23rd the son had said that both the parents had already left for the day. We never heard from the customer until on February 15th we called the customer about a past balance. The customer said they would send in a check. When a check hadn’t arrived by February 24th we called again and the customer provided a credit card to take care of the bill. At no time was cancellation mention. As company policy we always require a written note of cancellation 30 days prior to their next service as stated in our service agreement. If the customer would have requested to cancel on February 24th he would have been reminded that we need all cancellations in writing. Unfortunately we are only out at each customer’s home once every three months. Unless our customers are willing to communicate with us and let us know they are having an issue we are unable to fully meet their expectations.
We send instructions to our customers before their first bed bug service so that we can achieve a successful treatment with them. I have attached those instructions and the email they were sent in so we are all on the same page. Unfortunately this customer did not follow the instructions we...
gave them, thus voiding the warranty of the service. That being said we still went out to the customer’s home 3 more times at no extra charge. At some point we need to draw the line. The customers moved the child from sleeping in their room to the couch. They did not tell us this. It wasn’t until their second service that this discovery was made by the technician we sent out (who supervises our technician managers and has years of experience with successfully treating bed bugs). He instructed them to not have the child sleep on the couch but to return to their bed. They also did not keep clothes off the floor and had their laundry bags wide open. I have included the service instructions that we sent the customer on September 2, 2016. Unfortunately the instructions were not being followed. On subsequent visits to the home our technicians found bags open and clothes on the floor. We sent over our most experienced and trusted technicians, including two branch technician managers and our technician supervisor who oversees all of our branch technician managers. Upon inspection on December 5, 2016 and on December 20, 2016 there was no signs of bed bug activity. Any continual bed bug activity is due to either re-introduction or by the fact that instructions were not followed.
Rachel, You signed an agreement in which you agreed to service for a minimum of 12 months and that you would give us a 30-day written notice of cancellation. This is industry standard and been company policy since the beginning. If you were having issues with bugs, as we had done in the past, we...
come out to take care of it at no extra charge. We did this for you when you called in on May 16, 2015 and September 21, 2015 for reservices. You say that the 30-day written notice wasn’t required when you tried to cancel services in the past but when we offered you a 50% discount on your service in October 2015 you decided to stay on with service. At no point would the 30-day cancellation come into play since you actually didn’t cancel. The real problem you have is that we wouldn’t allow you to cancel without penalty within 48 hours of the service. You got so upset that you didn’t only yell at our customer service representative but you also called mean As-Hole. That makes me not want to work with you but I did give you a discounted appointment cancellation fee anyways. You emailed your service cancellation on October 6, 2016 and your account has been cancelled going forward. Sincerely, Bart [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is an unsatisfactory resolution to my concern. The company admits they there tech did something they train no to do, admits attempting to solve it in-house and admits to being aware I let them know there attempt to clean the windows was unsatisfactory and feels because they did more than they had to that this is my problem. My wife and I are aware they are not a window cleaning company which is why we originally requested they reimburse us so we could hire a professional. They insisted that when this happens they send the offending tech back to home to clean the windows to teach them to be more careful. A simple refund for the reasonable amount requested will satisfy this issue. Also as a side note: It was pouring rain and pitch black the day they attempted to clean the windows. The tech who attempted to clean the windows was told we would call back when the sun was out to verify the cleaning was a success.
Regards,
[redacted]
Customer spoke to our customer service representative on 8/10/16 and received a refund on his account before we knew he had tried to contact us via Revdex.com. It is always easier to contact us first about questions or concerns.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Mr. [redacted] signed a service agreement on May 15, 2015. The terms of that agreement are that “After initial one year period, service will continue to be rendered until a written 30-day cancellation is received.” Mr. [redacted] called our office on April 8, 2016, and left a voice message. Our customer...
service representative tried to reach Mr. [redacted] that day and was unable to so he left a message. Since we had not received the agreed upon 30-day written cancellation, a service technician was sent to Mr. [redacted]’s home to perform his next service on June 8, 2016. After being informed that we had not received a written cancellation Mr. [redacted] refused service. Our technician called the office to inform us that service was being refused. Our customer service representative then called Mr. [redacted] to explain that we required 30-day written cancellation and that he was scheduled to take the service since that had not been received. Mr. [redacted] then threatened bodily harm to anyone who was sent out from our company. Mr. [redacted] was put back on the route due to us not receiving any written cancellation for this appointment. As of today, July 8, 2016, we have yet to a written cancellation from Mr. [redacted]. We can either complete the service that is in question and Mr. [redacted] can provide written cancellation for future services, or a 60% cancellation fee for this service can be applied and his account will be cancelled out upon receiving that 30-day written cancellation.
The cancellation fee was an appointment cancellation fee. This is not the same as the contract cancellation fee that the customer is siting. Like every other company in the service industry we do our routes a monthat a time. This allows us to know where we are going to be on certain days and allow our customers to call in if they need additional services and also allows us to schedule new customers based off of when we are going to be in their area. We require 30-day written cancellation of service as stated in the agreement. Since that written cancellation was 3 days prior to the appointment and not 30, the customer was given the option to take the service or to have the appointment cancellation fee applied. He elected to not take the service understanding he was going to be charged an appointment cancellation fee
To Whom It May Concern, Ms. [redacted] called our company to set up service concerning rodents getting into her house. During our conversation we discussed different service options, the plan we settled on...
was our 12 month quarterly agreement. The 12 month service agreement gives us the opportunity to route her with people in her area, and by putting her on this group rate we are able to reduce her quarterly rate from $125 to $93. In addition to the lower quarterly cost, we also offer our guarantee to come out as many times as needed, at no additional cost to the customer. But by signing on to this group rate, she is also agreeing to complete the first 12 months of service. During a call that I took yesterday, January 5, 2016, Ms. [redacted] and I discussed her service and all that it entails. She refused to let me have a technician go to her house, again at no extra cost to her, to help her with any problems that she was dealing with. I also addressed the very concerns she is bringing to your attention, but I feel like there is a fundamental misunderstanding. Upon signing our agreement Ms. [redacted] is obligated to take the 5 paid services outlined in the first 12 months, or be subject to a cancellation fee of 60% of the remaining balance. After completion of this agreement, she may mail in a letter of cancellation and cancel without penalty, THIS is where she needs to send it to us at least 30 days before the next scheduled service. Because we have already completed her first service, we will not be refunding her the money for a service that has already been performed. In addition, because she would not let us send a technician out to her house for a free re-service, and insisted on cancelling her service altogether we are inclined to send her a cancellation fee of 60% of the remaining balance as outlined in our agreement. We would be more than happy to waive this cancellation fee and continue service with Ms. [redacted], so that we may help her get her rodent problem under control. Thank you, Ben [redacted] P.S. Attached is a copy of her signed agreement.
We are sorry this has turned into a debacle. We provide our cancellation policy in the fourth line of our service agreements for this very reason. It is industry standard to require written cancellation. Since you worked in the service industry and said you how it works then this will not be new to you. I have found that the majority of the service industry has this policy (I found this out when I went to cancel my gym membership. Unfortunately for me I didn’t read the 3 page contract I signed). On top of the reasons I already shared with you on why we specifically require the written 30-day cancellation, it protects our customer’s if, for any reason, we make a mistake and service a home that had previously cancelled. We can go to their file, see the cancellation letter, and credit their account back. The email you sent us in April was received and we had sent out technicians to address the issues you were having on the inside. There is no mention of cancellation in that email. It is not our responsibility to remind our thousands of customers when they are getting close to the end of their first year of service. We schedule services starting at 7:45 am so if our customer’s need the interior done we can catch them before they leave for work and we also have evening services available if customer’s want us to catch them after work. We have services scheduled every weekend of the year except Thanksgiving Weekend, the weekend following Christmas, and New Year’s. We appreciate you making your self available during the day to treat the interior when you did. At the end of the day we want to provide our customers the best solutions to their pest issues. We are sorry, for whatever reason it was, that we were not able to meet your expectations. We are always learning and will try to improve on our shortcomings in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called Ms. [redacted] twice and got tired of playing phone tag with them. I sent them a letter last week explaining my complaint, which I also sent to the Revdex.com. I have little time (if any) to try and call them again during their business hours. My request is for Ms. [redacted] to respond to my complaint, cancel my contract without penalty and issue me a full refund for services to date.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have caller ID on my phones and if I had received a call from Masterguard, I would have returned the call. I did not leave my house on the 8th of April so I would have been home. On Friday July 8th a representative of Masterguard appeared at my door and I again sent him away .Masterguad proceeded to charge me for services they did not provide. According to the law verbal contracts are just as binding as written ones.
Regards,
[redacted]
On March 5, 2015 [redacted] purchased a tabletop ad at [redacted] for her real estate business. The estimated installation date on her purchase agreement was Fall 2015 which ended on 12/20/15. Item # 1 of our contract states that the installation date is only an...
estimate and is not guaranteed because of the nature of the advertising medium. Item #2 of the contract states that it is a non-refundable and non-cancellable contract. Ms. Sampson’s signature shows that she has read and acknowledged the terms of the contract. Please note that the purchase price was $845 not $895 as the complaint states. This is the third time that Limelight Media has done the tables for [redacted]. When we began this project, the installation estimate was based on how long it took to complete the tables the previous two times. We apologize for the delay but, unfortunately, this has taken longer than we anticipated because sales have been slower than expected. We will be manufacturing the tables for [redacted] as soon as possible. At that time, service will be provided to Ms. Sampson for the product she purchased.Limelight Media, LLC[redacted]
[redacted], Thank you for contacting us. It is when our customers let us know there is a problem that we can evaluate, look into, and find solutions. The reason we have a written cancellation policy is for situations just like this one. I was able to pull your physical file and find your cancellation...
request on the invoice dated 12/14/15/. I have cleared out any invoice since that date. You did sign up for a quarterly service that has a 60% cancellation fee if cancelled within the first 12 months of service. I have gone ahead and waived that fee due to the major mistake former office staff persons have made. At the time of you calling in to cancel your service our customer service representative did call you back and leave a message for you to call us back and discuss the cancellation since you hung up on them when they were trying to inform you of the cancellation fee. You have made some pretty serious accusations that I wanted to clear up with you. I have attempted to call you to do this in person but your phone went straight to voice message. At one point or another we have had more than ten customers on your street alone and over 25 customers in your neighborhood so our salesperson was correct in offering you the group discount. When you signed up for service we agreed to come out in-between regularly scheduled services if there was ever a problem. You never let us know, until today, that you had issues with the first two applications. If we would have known that we would have been able to take a look at the service technician’s performance and evaluate whether or not their service application was up to our standard. We are a local company that relies on our service record and not a national brand. We have high expectations for our technicians and since we are only out at our customer’s homes once a quarter we rely on our customers letting us know if there is an issue so we can come out and fix it immediately. Lastly, we have always been up front with our customers in regards to honesty and cancellation of services. We aren’t in the business of getting customer to agree to lengthy and wordy contracts. We keep our service agreements to 4 small paragraphs instead of the multiple pages that other companies have in their agreements. We also leave a copy of the service agreement with our customers so they have it as reference. We keep theirs on file as well and a copy can be requested at any time. In the state of Wisconsin you, as the consumer, have a 3-day right to cancel any purchase made in place that is not the place of business for a company. This would include purchases made by door-to-door sales people. We follow that law and have it noted, twice, at the bottom of all our service agreements. What was happening is that customers were either not listening to the sales person or not understanding fully what they were signing up for so we instituted a confirmation call so they could hear a second time, from a different person, what they were signing up for. We instituted this policy not because we thought our sales people were being dishonest but, in fact, to protect our sales persons from false accusations. I have uploaded a copy of the zeroed out invoice, mailed you a copy, and emailed you a copy. If you have any questions please feel free to give me a call. [redacted] / Office Manager ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Obviously they fail to see the problem. Its a simple breech of contract on there end. Please help them understand this.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The company never provided any documentation about company polices nor do they have an office that a customer can stop at to talk to anyone. The last attachment had my signed contract that was the only documentation that I received. And not all service companies share your policies and operate like you.
Our service technician serviced the home on December 21st. He placed bait stations in the home as well as the garage and also inspected the foundation of the home for entry points. This was the first time that the customer let us know that they had a mouse issue. We are always happy to come out, as...
many times as needed, to solve a problem. After explaining what we do for mice to the Mrs. we got a call from the customer that afternoon about their mice. We offered to come out for free on December 23rd and show him what we had done on the 21st and to set a specific plan to tackle his mouse problem. When our technician showed up for their appointment on the 23rd the son had said that both the parents had already left for the day. We never heard from the customer until on February 15th we called the customer about a past balance. The customer said they would send in a check. When a check hadn’t arrived by February 24th we called again and the customer provided a credit card to take care of the bill. At no time was cancellation mention. As company policy we always require a written note of cancellation 30 days prior to their next service as stated in our service agreement. If the customer would have requested to cancel on February 24th he would have been reminded that we need all cancellations in writing. Unfortunately we are only out at each customer’s home once every three months. Unless our customers are willing to communicate with us and let us know they are having an issue we are unable to fully meet their expectations.
We send instructions to our customers before their first bed bug service so that we can achieve a successful treatment with them. I have attached those instructions and the email they were sent in so we are all on the same page. Unfortunately this customer did not follow the instructions we...
gave them, thus voiding the warranty of the service. That being said we still went out to the customer’s home 3 more times at no extra charge. At some point we need to draw the line. The customers moved the child from sleeping in their room to the couch. They did not tell us this. It wasn’t until their second service that this discovery was made by the technician we sent out (who supervises our technician managers and has years of experience with successfully treating bed bugs). He instructed them to not have the child sleep on the couch but to return to their bed. They also did not keep clothes off the floor and had their laundry bags wide open. I have included the service instructions that we sent the customer on September 2, 2016. Unfortunately the instructions were not being followed. On subsequent visits to the home our technicians found bags open and clothes on the floor. We sent over our most experienced and trusted technicians, including two branch technician managers and our technician supervisor who oversees all of our branch technician managers. Upon inspection on December 5, 2016 and on December 20, 2016 there was no signs of bed bug activity. Any continual bed bug activity is due to either re-introduction or by the fact that instructions were not followed.
Rachel, You signed an agreement in which you agreed to service for a minimum of 12 months and that you would give us a 30-day written notice of cancellation. This is industry standard and been company policy since the beginning. If you were having issues with bugs, as we had done in the past, we...
s-Hole. That makes me not want to work with you but I did give you a discounted appointment cancellation fee anyways. You emailed your service cancellation on October 6, 2016 and your account has been cancelled going forward. Sincerely, Bart [redacted]
come out to take care of it at no extra charge. We did this for you when you called in on May 16, 2015 and September 21, 2015 for reservices. You say that the 30-day written notice wasn’t required when you tried to cancel services in the past but when we offered you a 50% discount on your service in October 2015 you decided to stay on with service. At no point would the 30-day cancellation come into play since you actually didn’t cancel. The real problem you have is that we wouldn’t allow you to cancel without penalty within 48 hours of the service. You got so upset that you didn’t only yell at our customer service representative but you also called mean A
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is an unsatisfactory resolution to my concern. The company admits they there tech did something they train no to do, admits attempting to solve it in-house and admits to being aware I let them know there attempt to clean the windows was unsatisfactory and feels because they did more than they had to that this is my problem. My wife and I are aware they are not a window cleaning company which is why we originally requested they reimburse us so we could hire a professional. They insisted that when this happens they send the offending tech back to home to clean the windows to teach them to be more careful. A simple refund for the reasonable amount requested will satisfy this issue. Also as a side note: It was pouring rain and pitch black the day they attempted to clean the windows. The tech who attempted to clean the windows was told we would call back when the sun was out to verify the cleaning was a success.
Regards,
[redacted]
Customer spoke to our customer service representative on 8/10/16 and received a refund on his account before we knew he had tried to contact us via Revdex.com. It is always easier to contact us first about questions or concerns.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Mr. [redacted] signed a service agreement on May 15, 2015. The terms of that agreement are that “After initial one year period, service will continue to be rendered until a written 30-day cancellation is received.” Mr. [redacted] called our office on April 8, 2016, and left a voice message. Our customer...
service representative tried to reach Mr. [redacted] that day and was unable to so he left a message. Since we had not received the agreed upon 30-day written cancellation, a service technician was sent to Mr. [redacted]’s home to perform his next service on June 8, 2016. After being informed that we had not received a written cancellation Mr. [redacted] refused service. Our technician called the office to inform us that service was being refused. Our customer service representative then called Mr. [redacted] to explain that we required 30-day written cancellation and that he was scheduled to take the service since that had not been received. Mr. [redacted] then threatened bodily harm to anyone who was sent out from our company. Mr. [redacted] was put back on the route due to us not receiving any written cancellation for this appointment. As of today, July 8, 2016, we have yet to a written cancellation from Mr. [redacted]. We can either complete the service that is in question and Mr. [redacted] can provide written cancellation for future services, or a 60% cancellation fee for this service can be applied and his account will be cancelled out upon receiving that 30-day written cancellation.
The cancellation fee was an appointment cancellation fee. This is not the same as the contract cancellation fee that the customer is siting. Like every other company in the service industry we do our routes a monthat a time. This allows us to know where we are going to be on certain days and allow our customers to call in if they need additional services and also allows us to schedule new customers based off of when we are going to be in their area. We require 30-day written cancellation of service as stated in the agreement. Since that written cancellation was 3 days prior to the appointment and not 30, the customer was given the option to take the service or to have the appointment cancellation fee applied. He elected to not take the service understanding he was going to be charged an appointment cancellation fee
To Whom It May Concern, Ms. [redacted] called our company to set up service concerning rodents getting into her house. During our conversation we discussed different service options, the plan we settled on...
was our 12 month quarterly agreement. The 12 month service agreement gives us the opportunity to route her with people in her area, and by putting her on this group rate we are able to reduce her quarterly rate from $125 to $93. In addition to the lower quarterly cost, we also offer our guarantee to come out as many times as needed, at no additional cost to the customer. But by signing on to this group rate, she is also agreeing to complete the first 12 months of service. During a call that I took yesterday, January 5, 2016, Ms. [redacted] and I discussed her service and all that it entails. She refused to let me have a technician go to her house, again at no extra cost to her, to help her with any problems that she was dealing with. I also addressed the very concerns she is bringing to your attention, but I feel like there is a fundamental misunderstanding. Upon signing our agreement Ms. [redacted] is obligated to take the 5 paid services outlined in the first 12 months, or be subject to a cancellation fee of 60% of the remaining balance. After completion of this agreement, she may mail in a letter of cancellation and cancel without penalty, THIS is where she needs to send it to us at least 30 days before the next scheduled service. Because we have already completed her first service, we will not be refunding her the money for a service that has already been performed. In addition, because she would not let us send a technician out to her house for a free re-service, and insisted on cancelling her service altogether we are inclined to send her a cancellation fee of 60% of the remaining balance as outlined in our agreement. We would be more than happy to waive this cancellation fee and continue service with Ms. [redacted], so that we may help her get her rodent problem under control. Thank you, Ben [redacted] P.S. Attached is a copy of her signed agreement.
We are sorry this has turned into a debacle. We provide our cancellation policy in the fourth line of our service agreements for this very reason. It is industry standard to require written cancellation. Since you worked in the service industry and said you how it works then this will not be new to you. I have found that the majority of the service industry has this policy (I found this out when I went to cancel my gym membership. Unfortunately for me I didn’t read the 3 page contract I signed). On top of the reasons I already shared with you on why we specifically require the written 30-day cancellation, it protects our customer’s if, for any reason, we make a mistake and service a home that had previously cancelled. We can go to their file, see the cancellation letter, and credit their account back. The email you sent us in April was received and we had sent out technicians to address the issues you were having on the inside. There is no mention of cancellation in that email. It is not our responsibility to remind our thousands of customers when they are getting close to the end of their first year of service. We schedule services starting at 7:45 am so if our customer’s need the interior done we can catch them before they leave for work and we also have evening services available if customer’s want us to catch them after work. We have services scheduled every weekend of the year except Thanksgiving Weekend, the weekend following Christmas, and New Year’s. We appreciate you making your self available during the day to treat the interior when you did. At the end of the day we want to provide our customers the best solutions to their pest issues. We are sorry, for whatever reason it was, that we were not able to meet your expectations. We are always learning and will try to improve on our shortcomings in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called Ms. [redacted] twice and got tired of playing phone tag with them. I sent them a letter last week explaining my complaint, which I also sent to the Revdex.com. I have little time (if any) to try and call them again during their business hours. My request is for Ms. [redacted] to respond to my complaint, cancel my contract without penalty and issue me a full refund for services to date.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have caller ID on my phones and if I had received a call from Masterguard, I would have returned the call. I did not leave my house on the 8th of April so I would have been home. On Friday July 8th a representative of Masterguard appeared at my door and I again sent him away .Masterguad proceeded to charge me for services they did not provide. According to the law verbal contracts are just as binding as written ones.
Regards,
[redacted]
On March 5, 2015 [redacted] purchased a tabletop ad at [redacted] for her real estate business. The estimated installation date on her purchase agreement was Fall 2015 which ended on 12/20/15. Item # 1 of our contract states that the installation date is only an...
estimate and is not guaranteed because of the nature of the advertising medium. Item #2 of the contract states that it is a non-refundable and non-cancellable contract. Ms. Sampson’s signature shows that she has read and acknowledged the terms of the contract. Please note that the purchase price was $845 not $895 as the complaint states. This is the third time that Limelight Media has done the tables for [redacted]. When we began this project, the installation estimate was based on how long it took to complete the tables the previous two times. We apologize for the delay but, unfortunately, this has taken longer than we anticipated because sales have been slower than expected. We will be manufacturing the tables for [redacted] as soon as possible. At that time, service will be provided to Ms. Sampson for the product she purchased.Limelight Media, LLC[redacted]
[redacted], Thank you for contacting us. It is when our customers let us know there is a problem that we can evaluate, look into, and find solutions. The reason we have a written cancellation policy is for situations just like this one. I was able to pull your physical file and find your cancellation...
request on the invoice dated 12/14/15/. I have cleared out any invoice since that date. You did sign up for a quarterly service that has a 60% cancellation fee if cancelled within the first 12 months of service. I have gone ahead and waived that fee due to the major mistake former office staff persons have made. At the time of you calling in to cancel your service our customer service representative did call you back and leave a message for you to call us back and discuss the cancellation since you hung up on them when they were trying to inform you of the cancellation fee. You have made some pretty serious accusations that I wanted to clear up with you. I have attempted to call you to do this in person but your phone went straight to voice message. At one point or another we have had more than ten customers on your street alone and over 25 customers in your neighborhood so our salesperson was correct in offering you the group discount. When you signed up for service we agreed to come out in-between regularly scheduled services if there was ever a problem. You never let us know, until today, that you had issues with the first two applications. If we would have known that we would have been able to take a look at the service technician’s performance and evaluate whether or not their service application was up to our standard. We are a local company that relies on our service record and not a national brand. We have high expectations for our technicians and since we are only out at our customer’s homes once a quarter we rely on our customers letting us know if there is an issue so we can come out and fix it immediately. Lastly, we have always been up front with our customers in regards to honesty and cancellation of services. We aren’t in the business of getting customer to agree to lengthy and wordy contracts. We keep our service agreements to 4 small paragraphs instead of the multiple pages that other companies have in their agreements. We also leave a copy of the service agreement with our customers so they have it as reference. We keep theirs on file as well and a copy can be requested at any time. In the state of Wisconsin you, as the consumer, have a 3-day right to cancel any purchase made in place that is not the place of business for a company. This would include purchases made by door-to-door sales people. We follow that law and have it noted, twice, at the bottom of all our service agreements. What was happening is that customers were either not listening to the sales person or not understanding fully what they were signing up for so we instituted a confirmation call so they could hear a second time, from a different person, what they were signing up for. We instituted this policy not because we thought our sales people were being dishonest but, in fact, to protect our sales persons from false accusations. I have uploaded a copy of the zeroed out invoice, mailed you a copy, and emailed you a copy. If you have any questions please feel free to give me a call. [redacted] / Office Manager ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Obviously they fail to see the problem. Its a simple breech of contract on there end. Please help them understand this.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]