This customer never called us to renew, to state so is a total falsehood. They had the renewal in hand, and only needed to return it with a payment to renew itTwo renewal notices were sent out in (on e in May of 2013, and a follow up in June, the month it expired)The previous customer
had told us theat they had sold the house, so the mail went to "present owner/occupant)There was absolutely no reason for us not to renew this agreement, so I am not sure why the customer would think we wouldn'tA simple phone call to check on the status in would have been the best way for the customer to check on the status, and all our customers plainly mark their checks for payment that the payment is in fact for the service agreement renewalThere is also no notations at all on the service work order about the desire for a service agreement, which our technicians are authorized to sell or accept checks for renewal on site from the customer for as well, and a copy of all work orders is left with the customer after every service call for their records by the technicians as wellEvery request for, renewal of, or email in this regard, goes to me personally, and only I can renew the agreements in the system, this renewal or request for a renewal never went accross my desk, or it would have been taken care of the same day, as they all areOn top of that, the customer could have renewed by phone the day she "state" she called with a credit card payment (info given to office manager), it is that easy and takes minutes for us to write down the information, we do it every day for many of our customers.On top of that, this customer was very abusive on the phone, made veiled threats and very derogatory remarks to me directly on the phone yesterday, and is generally not a person we wish to ot have any contact with, or work for in the future, and I let her know that she could and should call another company in the future.Sincerely,*** ***, President
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 # ***Please add your rejection comments below.
Regards, *** And*** ***
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]. Please add your rejection comments below. [redacted] The fact that you are "name-calling" a customer as "abusive" is case-in-point and a further confirmation of the same type of rude and aggressive behavior that I encountered in my conversation with you two days ago. And the reason for my call was to set up a simple maintenance appointment to continue our service with you. ie. Continue to give YOU our business. So, in order to stir you away from further misrepresentation as in your current response, I will stick to the facts:FACT: My husband and I moved into our second house in Wellesley June 2013.FACT: The previous owners had used your company to service their A/C, so we decided to also continue with your service.FACT: I called as soon as we had moved in to renew the previous owners' service contract, and scheduled a yearly maintenance service. We paid by check the amount of $248.FACT: One month later we had to have a repair service, which we were charged for $273.00 (which was not covered by a contract), and paid this amount by check. FACT: When I called [redacted] company two days ago, I was told by the person who answered the phone that she does not see a service contract in the computer under our name. She said a service contract costs $218/year and automatically covers the yearly service maintenance and 15% off any repair service. FACT: She did indeed verify that we had paid $248 for the yearly service and $273 for the repair. I was VERY puzzled that the contract itself costs less than the amount they charged for the maintenance service! (and we would have also aved 15% off of repair). Why in world would we (or anyone else) have not set up a service contract , since that was the reason I had called them when we moved into the new house? I thought I had misunderstood, but after going through this several time and basically being "told off", she put me on the phone with you, at which point I wanted a clarification of what was going on. At which point, I encountered very unprofessional (to say the least) responses from yourself, such as:"Its like playing poker.. if you don't want to take a risk..." (????) I pointed out that the statement was irrelevant and didn't make sense, in that we're not talking about "risk" because you're telling me the contract costs LESS than the routine service etc... I asked for your last name, to see with whom I was speaking, and your answer to me was, (and I quote): "What do you THINK my last name is, [redacted]".. with a sarcastic and abrasive tone of voice.BOTTOM LINE: All I wanted was an explanation of what was done and why it did not make any sense. A simple and likely correct answer could have been that there was a gap in communication, and indeed what I was being told didn't make sense . But instead I received these absurd answers and insults on the phone.As I said before, we have no intention of giving [redacted] our business, and will not hesitate to let our friends, neighbors, and colleagues know about our experience with a business who cannot handle the most simple and minor matters. Of course an apology is beyond warranted, but given the proven character of this business, I am sure there is no intention of treating their customers with the minimal expected courtesy. As they did not do this right from the outset. [redacted]
I have attached the email response I sent to this person, and as you can see, it was an honest and proffessional response in my opinion. And I have only one last thing to say on this matter before considering it closed. If in fact they "thought" they they signed up and paid for spa service agreement in "June of 2013" as this person states, I am not sure at all why they think it would be in effect still over a year later (in July of 2014 when the service call was made to us by the customer), they would have received a renewal notice (2 of them actually a month apart as needed as a follow up service which is our normal SOP on renewals), just as was sent out for this residence in May and JUNE of 2013) to that same address.We have closed this customers account, and consider the matter now closed. As the Revdex.com just emailed me today to see if I would be interested in being on the board of Directors, I assume we can just refer to our stellar history and all positive referrals since becoming a member. We wish no further communication from this person.Thank You Again,[redacted], President Kermit B. Schulz & Sons, Inc
This customer never called us to renew, to state so is a total falsehood. They had the renewal in hand, and only needed to return it with a payment to renew itTwo renewal notices were sent out in (on e in May of 2013, and a follow up in June, the month it expired)The previous customer
had told us theat they had sold the house, so the mail went to "present owner/occupant)There was absolutely no reason for us not to renew this agreement, so I am not sure why the customer would think we wouldn'tA simple phone call to check on the status in would have been the best way for the customer to check on the status, and all our customers plainly mark their checks for payment that the payment is in fact for the service agreement renewalThere is also no notations at all on the service work order about the desire for a service agreement, which our technicians are authorized to sell or accept checks for renewal on site from the customer for as well, and a copy of all work orders is left with the customer after every service call for their records by the technicians as wellEvery request for, renewal of, or email in this regard, goes to me personally, and only I can renew the agreements in the system, this renewal or request for a renewal never went accross my desk, or it would have been taken care of the same day, as they all areOn top of that, the customer could have renewed by phone the day she "state" she called with a credit card payment (info given to office manager), it is that easy and takes minutes for us to write down the information, we do it every day for many of our customers.On top of that, this customer was very abusive on the phone, made veiled threats and very derogatory remarks to me directly on the phone yesterday, and is generally not a person we wish to ot have any contact with, or work for in the future, and I let her know that she could and should call another company in the future.Sincerely,*** ***, President
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 # ***Please add your rejection comments below.
Regards, *** And*** ***
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]. Please add your rejection comments below. [redacted] The fact that you are "name-calling" a customer as "abusive" is case-in-point and a further confirmation of the same type of rude and aggressive behavior that I encountered in my conversation with you two days ago. And the reason for my call was to set up a simple maintenance appointment to continue our service with you. ie. Continue to give YOU our business. So, in order to stir you away from further misrepresentation as in your current response, I will stick to the facts:FACT: My husband and I moved into our second house in Wellesley June 2013.FACT: The previous owners had used your company to service their A/C, so we decided to also continue with your service.FACT: I called as soon as we had moved in to renew the previous owners' service contract, and scheduled a yearly maintenance service. We paid by check the amount of $248.FACT: One month later we had to have a repair service, which we were charged for $273.00 (which was not covered by a contract), and paid this amount by check. FACT: When I called [redacted] company two days ago, I was told by the person who answered the phone that she does not see a service contract in the computer under our name. She said a service contract costs $218/year and automatically covers the yearly service maintenance and 15% off any repair service. FACT: She did indeed verify that we had paid $248 for the yearly service and $273 for the repair. I was VERY puzzled that the contract itself costs less than the amount they charged for the maintenance service! (and we would have also aved 15% off of repair). Why in world would we (or anyone else) have not set up a service contract , since that was the reason I had called them when we moved into the new house? I thought I had misunderstood, but after going through this several time and basically being "told off", she put me on the phone with you, at which point I wanted a clarification of what was going on. At which point, I encountered very unprofessional (to say the least) responses from yourself, such as:"Its like playing poker.. if you don't want to take a risk..." (????) I pointed out that the statement was irrelevant and didn't make sense, in that we're not talking about "risk" because you're telling me the contract costs LESS than the routine service etc... I asked for your last name, to see with whom I was speaking, and your answer to me was, (and I quote): "What do you THINK my last name is, [redacted]".. with a sarcastic and abrasive tone of voice.BOTTOM LINE: All I wanted was an explanation of what was done and why it did not make any sense. A simple and likely correct answer could have been that there was a gap in communication, and indeed what I was being told didn't make sense . But instead I received these absurd answers and insults on the phone.As I said before, we have no intention of giving [redacted] our business, and will not hesitate to let our friends, neighbors, and colleagues know about our experience with a business who cannot handle the most simple and minor matters. Of course an apology is beyond warranted, but given the proven character of this business, I am sure there is no intention of treating their customers with the minimal expected courtesy. As they did not do this right from the outset. [redacted]
I have attached the email response I sent to this person, and as you can see, it was an honest and proffessional response in my opinion. And I have only one last thing to say on this matter before considering it closed. If in fact they "thought" they they signed up and paid for spa service agreement in "June of 2013" as this person states, I am not sure at all why they think it would be in effect still over a year later (in July of 2014 when the service call was made to us by the customer), they would have received a renewal notice (2 of them actually a month apart as needed as a follow up service which is our normal SOP on renewals), just as was sent out for this residence in May and JUNE of 2013) to that same address.We have closed this customers account, and consider the matter now closed. As the Revdex.com just emailed me today to see if I would be interested in being on the board of Directors, I assume we can just refer to our stellar history and all positive referrals since becoming a member. We wish no further communication from this person.Thank You Again,[redacted], President Kermit B. Schulz & Sons, Inc