Lobo Services Ltd

We received a complaint filed with the Revdex.com. Please accept this as our response. We inspected the residence and explained to Mr*** that we would need to complete a water test inorder to see what was leaking at his homeWe quoted Mr*** our standard price for the water
test. Mr*** asked for a reduced price. I did let him know that if we do the water test and we end up doing the work for him, we will credit the water test toward his completed invoiceHowever the water test takes time and labor. ***, our field manager, authorized a lower price to try and help Mr*** out. Once the water test was completed, *** reviewed the documentation and noticed there was nothing noted about a possible after market change(for example alarm sensors or sun shades) *** set up an appointment to return and look for any possible after market changes. Following his appointment he wrote up a draft and left it on ***'s desk to type and attach photos. Unfortunately, *** had a scheduled 1/weeks off for her daughters wedding and the draft waited till she returned. Upon her return the estimate and report was completed and emailed to Mr***. *** called the day before she emailed it to Mr*** to apologize for the delay and verify the email address.We received your complaint a few weeks after the file was completed. We understand there was a delay in completing the report for Mr*** and we did apologize for any delay. The estimate was sent to him as well when the report was sent. *** emailed Mr*** upon receiving the Revdex.com complaint and followed up to let him know we were responding to the complaint, we believe he has received everything and we had not heard from him regarding the estimate so we hoped he had found a contractor to work with and we wished him success with the work. Thank you for allowing us the opportunity to respond to the complaint. Please let me know if there is anything further you need from our office.Sincerely,Lobo Services LTD

I am rejecting this response because: I understand that Lobo's response stresses that the report was eventually mailed to us. I do not dispute that. What seems lost in their response, however, is the unacceptable delay and the lack of responses to my numerous calls asking for updates. I had threatened to file a complaint with the Revdex.com if I didn't receive my report by November 10, which was over a month after the original inspection, and nearly three weeks after the follow up inspection. Lobo missed that final deadline. The final report we received was three pages total. There's no reason it should take that long to write such a short report.We are not asking for a refund anymore, because we ultimately received the report that we paid for. But we are still extremely frustrated with the time it took to complete the report and the lack of responsiveness to our numerous calls to the office that were never returned. It was very unprofessional and the Revdex.com should know that the overall experience was still very negative in our minds.Sincerely.[redacted]

Review: On October 7, 2015, we paid Lobo Services $200 to perform a water intrusion diagnostic test to determine what has caused the water staining on the wall near the window of our home, and to receive a price quote to fix the problem. We moved into the home in June, so we do not know the history of the water stain or leaks. When the Lobo employee completed his test, which consisted of spraying water at the window under water seeped through the wall, he said that I would receive a report of his findings and a price quote for the repairs within a few days.A few days passed, and I didnt get the report. I ultimately found out that another employee, [redacted], was in charge of writing the report. Before he completed the report, he asked for follow up information regarding a screw or screws that the prior owner had screwed into the window frame to support the window coverings. After talking with me, we decided that a follow up inspection was warranted. [redacted] performed the follow up inspection on October 21. Again, when he completed the inspection, he indicated that the report and price quote would be coming in a couple of days.By October 26, the report hadnt arrived. Ever since then, I have sent [redacted] numerous text messages asking when the report would arrive. I have also called Lobo Services directly. [redacted] has told me repeatedly that the report would soon arrive. Lobo Services has told me they didnt know the status, but that they would call me back when they found out. Despite several promises, I never got the return calls. So I would have to call back a few days later, only to get the same answer.On November 6, after being completely frustrated by the lack of response, I gave Lobo Services an ultimatum: complete the report and price quote by Tuesday, November 10. If they did not meet the deadline, I threatened to ask for a full refund and file a complaint with the Revdex.com. To this day, I have not received the report and price quote. Nor have I received any contact from Lobo or a refund.Desired Settlement: Having lost all confidence in the company (who was going to provide a price quote to repair the problem), I would like a full refund of my $200. I am not asking for any compensatory damages, even though the whole experience will have been a waste of time for me, now that I will have to start over with this project with a new company.

Business

Response:

We received a complaint filed with the Revdex.com. Please accept this as our response. We inspected the residence and explained to Mr. [redacted] that we would need to complete a water test inorder to see what was leaking at his home. We quoted Mr. [redacted] our standard price for the water test. Mr. [redacted] asked for a reduced price. I did let him know that if we do the water test and we end up doing the work for him, we will credit the water test toward his completed invoice. However the water test takes time and labor. [redacted], our field manager, authorized a lower price to try and help Mr. [redacted] out.