Consumer called and stated she did not receive the $100 refund that the company offered and she accepted. She also did not receive the updated receipt that was requested.
[redacted] of Wickliffe, Ohio was called out for same day service to clean carpet for a living room combined with a dining room, a bedroom and a small hall of carpeting, as well as the cleaning of tile in a bathroom and kitchen area, all of which was contaminated with...
bowel movement from the resident. The woman who called in and signed off on the invoice by the name of Dawn was given a price of $348 plus tax to clean and deodorize the carpeting, and to also clean the tile in the kitchen and bathroom areas. She asked on the phone call if we could throw in a chair cleaning for free as well as a box spring cleaning, where our CSA explained that we cannot throw it in for free but we can get out and estimate a price for that cleaning. This is all in the attached recording of the phone call. Our technicians arrived on site and explained it would be an additional $40 to clean the chair and an additional $20 to deodorize the same chair. "Dawn" agreed to the price and signed off on the pricing before we started cleaning. Therefore the price went from $348 plus tax to $408 plus tax. After speaking with the "Toni" whom didn't book the appointment or sign off on the pricing, I explained how the job was booked for $348 plus tax and how the additional cost of $60 plus tax was incurred, she explained how she thought it was too much money. I explained to the "Toni" that I would reimburse her for the additional $60 plus tax for the chair that was estimated and added on at time of service. She was not happy with this, although the Job was booked for $348 plus tax, and she feels that she should be refunded more money. When the call was booked nothing was mentioned about a price of $99, as is shown in the recording of the job booking. Moreover, "Dawn", whom booked the appointment signed off on the price before we started service, and also signed off on the credit card charge when we finished the job. The customer was never laughed at, she heard back noise in a busy office, as this was not a laughing matter, and I am more professional then that. The first attachment is the signed invoice, and the second attachment is the recording of the call when the appointment is booked. We are still open to refund her for the cleaning and deodorizing of the chair, which was $60 plus tax.
[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]
Per the original booking of this appointment which is referenced in the recording attached to our original response, we quoted an original price of $348 + tax which the customer agreed to when booking. Moreover, pricing was confirmed and signed off on before any services are rendered. If a consumer is unhappy with our rates they are free to price shop and use another company. Unfortunately Ms. [redacted] decided to book an appointment and use our services, sign off and pay for our services then decide to price shop after. We priced this job just as any other and the customer agreed to the pricing. We offered $100 dollar refund, taking the price to a lesser amount then was originally scheduled. We are confused how a consumer can argue this when the proof is in the recording of the original phone call that was booked. If this consumer only want to spend $200, then they should not have called and scheduled and appointment for $348 + tax. We will still refund this customer $100. This is all we can offer.
Spoke to customer on 12-11-and let her know we are sending out a $refund check the next business day
Consumer called and stated she did not receive the $100 refund that the company offered and she accepted. She also did not receive the updated receipt that was requested.
[redacted] of Wickliffe, Ohio was called out for same day service to clean carpet for a living room combined with a dining room, a bedroom and a small hall of carpeting, as well as the cleaning of tile in a bathroom and kitchen area, all of which was contaminated with...
bowel movement from the resident. The woman who called in and signed off on the invoice by the name of Dawn was given a price of $348 plus tax to clean and deodorize the carpeting, and to also clean the tile in the kitchen and bathroom areas. She asked on the phone call if we could throw in a chair cleaning for free as well as a box spring cleaning, where our CSA explained that we cannot throw it in for free but we can get out and estimate a price for that cleaning. This is all in the attached recording of the phone call. Our technicians arrived on site and explained it would be an additional $40 to clean the chair and an additional $20 to deodorize the same chair. "Dawn" agreed to the price and signed off on the pricing before we started cleaning. Therefore the price went from $348 plus tax to $408 plus tax. After speaking with the "Toni" whom didn't book the appointment or sign off on the pricing, I explained how the job was booked for $348 plus tax and how the additional cost of $60 plus tax was incurred, she explained how she thought it was too much money. I explained to the "Toni" that I would reimburse her for the additional $60 plus tax for the chair that was estimated and added on at time of service. She was not happy with this, although the Job was booked for $348 plus tax, and she feels that she should be refunded more money. When the call was booked nothing was mentioned about a price of $99, as is shown in the recording of the job booking. Moreover, "Dawn", whom booked the appointment signed off on the price before we started service, and also signed off on the credit card charge when we finished the job. The customer was never laughed at, she heard back noise in a busy office, as this was not a laughing matter, and I am more professional then that. The first attachment is the signed invoice, and the second attachment is the recording of the call when the appointment is booked. We are still open to refund her for the cleaning and deodorizing of the chair, which was $60 plus tax.
[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]
Per the original booking of this appointment which is referenced in the recording attached to our original response, we quoted an original price of $348 + tax which the customer agreed to when booking. Moreover, pricing was confirmed and signed off on before any services are rendered. If a consumer is unhappy with our rates they are free to price shop and use another company. Unfortunately Ms. [redacted] decided to book an appointment and use our services, sign off and pay for our services then decide to price shop after. We priced this job just as any other and the customer agreed to the pricing. We offered $100 dollar refund, taking the price to a lesser amount then was originally scheduled. We are confused how a consumer can argue this when the proof is in the recording of the original phone call that was booked. If this consumer only want to spend $200, then they should not have called and scheduled and appointment for $348 + tax. We will still refund this customer $100. This is all we can offer.