Lake Champlain Ferries

I am responding to the rebuttal to our response from [redacted] Since my initial response, I received a call from the Claims Adjustor for the complainants insurer The previous caller identified herself as the sales agent, not a claims specialist In response to the Claims Adjustor, who provided a Claim #, I provided all information to our insurer who will fully investigate the claim Thank you for your assistance Please contact me for any further information

I Spoke with my insurance company, the notes on the claim (# [redacted] ) state that it was a CLAIMS SPECIALIST that called the office for Lake Champlain Transportation, not a "sales agent" as statedThey were refused insurance information as wellSaid that it was decided at Lake Champlain Transportation that it was my faultShouldnt it be the job of YOUR insurance company to decide fault?With regards to my vehicle, it sits no lower than most compact sedans on the market, and it is certainly not "not in good condition"The copy of the incident report I have in my possession states NO information about the events that took place, so if you have one that DOES, it certainly was modified after giving me a copyI am still pursuing payment of damages Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID#? [redacted] , and have determined that my complaint has NOT been resolved because: I have no problem with Amerikey releasing the unedited phone recordings or transcripts from both the dispatcher I spoke to (I believe his name was Jammal) on October [redacted] at approximately 7:35-7:who stated that a technician would not and could not be dispatched without my credit card authorization, as well as the recording from my initial complaint to Amerikey's management teamIn the later recording you'll find that I acknowledged as I had in my initial written complaint, that I was aware the price of the job would be $for a technician to come out and $plus for the lock replacementIn said recording you will also hear the management staff state that the dispatchers are not given price sheets to work off of and that the only reason he knows that changing a postal lock starts at $(more than double the starting price quoted) and not $is because he is in managementAdditionally, the phone call does not address my complaint, which is that if Amerikey had waited to receive my credit card authorization before sending a technician as they had said they would this entire issue could have been avoided as I would have had an opportunity to refute the cost / refuse the work once I received a complete quote for what the total cost of the job would be.? Furthermore, the Amerikey representative who I spoke with on this phone call was the one who asked something to the affect of, "was the work done perfectly? Is everything working perfectly?" To imply that I specifically said the work was done perfectly is highly misleadingI believe I acknowledged that the work was done and that my tenant had not said he had any further issues, but I most certainly did not state, "the work was perfectly done" ? ? ? ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***? ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID#? [redacted] , and have determined that my complaint has NOT been resolved because:Amerikey failed to thoroughly read and respond to the complaint issuedInstead the business has falsely accused me of wanting a refund because the cost was more then originally quotedHowever in my written complaint submitted to them via the Revdex.com it plainly states that this is not the caseAdditionally, they did not address why a technician was sent to complete repairs when my payment information had not been receivedI was told not only by the dispatcher in written communications as well as over the phone that payment information would be necessary before the technician could be dispatchedThe technician making the repairs also reiterated this policy to me via textAmerikey has failed to acknowledge that this failure to abide by their own business practices was the cause of the issue at handAs a result my tenant was billed for work after it had already been completed, under the assumption that I had received the final quote / total cost of the job and ok'ed itHowever, neither of us (my tenant or myself) was given a chance to refute the cost and dismiss the worker as he had completed the job before disclosing the total cost / asked for paymentAdditionally, Amerikey falsely claimed that I said the work was "perfectly done"This is an obvious fabrication as I am in another state and have not seen any of the work that was done ? ? ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: No driver came to my locationThis is one of the reasons I called multiple timesWhen I was told driver was close I waited outsideIn addition when I called three times I was calm until speaking with the rep Efrin who cursed me out and hung upStill received no manager contactThis company is a ripoff and a lieThey went to wrong location and charged us still. In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Customer called in a service and was told that the price for the service, as for any service involving lock changes or the sort, is a $travel charge and the price for the locks start at $and go up plus the labor of the jobTypically, labor on any lock change is $at any locksmith company
Customer claims that she thought the entire service would have cost $in total, when she called in to complainHow could that be if the person on the phone told her the minimum it can cost for any service is $($travel + $minfor a lock)? In addition, if her tenant wasn't supposed to pay then the tenant should have refused and told us to collect payment from their landlordThe technician's job is to do the work and collect payment from whoever is willing to pay them. We do not see a reason to refund this customer because the service that was asked for was completed and the customer confirmed that the workmanship of the locksmith was perfect and everything is working perfectlyOtherwise, we would be happy to refund the customer. Best,Amerikey Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
No driver came to my locationThis is one of the reasons I called multiple timesWhen I was told driver was close I waited outsideIn addition when I called three times I was calm until speaking with the rep Efrin who cursed me out and hung upStill received no manager contactThis company is a ripoff and a lieThey went to wrong location and charged us still.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Amerikey, Inc. regarding complaint ID ***.Sincerely,*** ***

Revdex.com:At this time, I have not been contacted by Amerikey, Inc. regarding complaint ID ***.Sincerely,*** ***

This customer called because she was locked out of her car, and she told us that her boyfriend was going to pay for itWe sent her boyfriend the credit card authorization form and gave him a price of $for the lockout service plus a $service fee for a total $110, which he agreed toWhen my
technician was only four minutes from the location, the gentleman called back and told us that he didn’t realize this before, but the customer had already called another technician right after calling usThe boyfriend called us again telling us that his girlfriend has another tech on the way we told him to tell her to cancel the other tech because our tech is driving for minutes to get to herUnfortunately, the boyfriend never sent the message over, and the tech was on site and the customer was not picking up her phonewe told her that we will have to charge her $cancellation fee for the technician’s time and expense for driving out thereDerrick agreed to it and asked us to refund the additional $we charged for the serviceWe did refund him the $on the same dayCustomer called in angry because she was charged $and she claims tech never got to site/ we explained that tech was on site for minutes and looking for her and calling her and she was not answering the phone, and that the $was being kept as a cancellation feeSo both the person paying and the person receiving the service we informed of this fee and they were both well aware that they made our technician drive for minutes only to have him spend another minutes attempting to locate the customer and contact her with no successAnd then had to drive all the way back for another minutes

Revdex.com:At this time, I have not been contacted by Amerikey, Inc. regarding complaint ID ***.Sincerely,*** ***

We record all our calls as specified when you call on the online system and we can prove that our representative Efrin did not ? (curse you out) because we don't do business this way.When the technician was on site and trying to get hold of the customer she ? did not answer the ? phone and additionally we were informed she called additional companies our technician tried calling you for ? minutes when no one was answering their phone and the customer was aware that it took the technician minutes to drive to her houseThe customer was charged a cancellation fee because she took time from our very busy technician to come out and help her and then when he is there she refused the service

Landlord called in requested service we scheduled an appointment.Before preforming the service the client knew the price .All steps were taken and the tenant approved the charge and signed the receipt.Please find attached the signed receipt? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:
I have no problem with Amerikey releasing the unedited phone recordings or transcripts from both the dispatcher I spoke to (I believe his name was Jammal) on October *** at approximately 7:35-7:who stated that a technician would not and could not be dispatched without my credit card authorization, as well as the recording from my initial complaint to Amerikey's management teamIn the later recording you'll find that I acknowledged as I had in my initial written complaint, that I was aware the price of the job would be $for a technician to come out and $plus for the lock replacementIn said recording you will also hear the management staff state that the dispatchers are not given price sheets to work off of and that the only reason he knows that changing a postal lock starts at $(more than double the starting price quoted) and not $is because he is in managementAdditionally, the phone call does not address my complaint, which is that if Amerikey had waited to receive my credit card authorization before sending a technician as they had said they would this entire issue could have been avoided as I would have had an opportunity to refute the cost / refuse the work once I received a complete quote for what the total cost of the job would be.? Furthermore, the Amerikey representative who I spoke with on this phone call was the one who asked something to the affect of, "was the work done perfectly? Is everything working perfectly?" To imply that I specifically said the work was done perfectly is highly misleadingI believe I acknowledged that the work was done and that my tenant had not said he had any further issues, but I most certainly did not state, "the work was perfectly done"
?
?
?
?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***?
?

Unfortunately, We cannot issue a refund for the reasons mentioned in this complaintThere aren't any legitimate reasons, as far as we are concerned, to issue a refundIf Revdex.com feels differently, please provide us with a reason and we will be happy to entertain itUntil that point, what I can offer the customer is a 15% returning customer discount on any future services.? Please feel free to contact us if you should need a locksmith againWe would be happy to help you and provide you with a 15%for all and any future service.? Best,? Amerikey Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:Amerikey failed to thoroughly read and respond to the complaint issuedInstead the business has falsely accused me of wanting a refund because the cost was more then originally quotedHowever in my written complaint submitted to them via the Revdex.com it plainly states that this is not the caseAdditionally, they did not address why a technician was sent to complete repairs when my payment information had not been receivedI was told not only by the dispatcher in written communications as well as over the phone that payment information would be necessary before the technician could be dispatchedThe technician making the repairs also reiterated this policy to me via textAmerikey has failed to acknowledge that this failure to abide by their own business practices was the cause of the issue at handAs a result my tenant was billed for work after it had already been completed, under the assumption that I had received the final quote / total cost of the job and ok'ed itHowever, neither of us (my tenant or myself) was given a chance to refute the cost and dismiss the worker as he had completed the job before disclosing the total cost / asked for paymentAdditionally, Amerikey falsely claimed that I said the work was "perfectly done"This is an obvious fabrication as I am in another state and have not seen any of the work that was done
?
?
?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
?

Lake Champlain Transportation Co. takes the safety of our customers and their vehicles very seriously.  On the day of the incident, August 14, our Operation Manager was on site and can confirm that the ramp was in the appropriate position and in good working order.   We transported...

hundreds of cars that day with no vehicle damage.  Our incident report that was filled out by our on-site crew stated the vehicle sat unusually low and did not appear in good condition.  Our thorough investigation of the situation in consultation with our insurer concluded that the damage done was a result of the vehicle condition and not our facility.   Had we received a bonafide formal request from the complainant’s insurer with a claim # we most certainly would have responded with all the requested information.    We received a call from a sales agent with no claim.   That is not the appropriate process for a claim.  Should we receive a formal claim from the customer’s insurer, we will most certainly respond with all requested information.

I Spoke with my insurance company, the notes on the claim (# [redacted]) state that it was a CLAIMS SPECIALIST that called the office for Lake Champlain Transportation, not a "sales agent" as stated. They were refused insurance information as well. Said that it was decided at Lake Champlain Transportation that it was my fault. Shouldnt it be the job of YOUR insurance company to decide fault?With regards to my vehicle, it sits no lower than most compact sedans on the market, and it is certainly not "not in good condition". The copy of the incident report I have in my possession states NO information about the events that took place, so if you have one that DOES, it certainly was modified after giving me a copy. I am still pursuing payment of damages. 
Regards,
[redacted]

I am responding to the rebuttal to our response from [redacted]. Since my initial response, I received a call from the Claims Adjustor for the complainants insurer.  The previous caller identified herself as the sales agent, not a claims specialist.  In response to the Claims Adjustor, who provided a Claim #, I provided all information to our insurer who will fully investigate the claim.  Thank you for your assistance.  Please contact me for any further information.