Maintenance Engineering, Ltd

Initial Business Response / [redacted] (1000, 13, 2016/12/07) */ 1-we arrived on site between and 9; 2-she then quickly showed us around and explained to us what she knew that might help in the diagnoses of the problem [redacted] 4-We then opened the line which we were using for our entry point which we found to be completely full 5- we then had to set up our gas powered jetter which weighs pounds [redacted] WE also had to run a water hose to the jetter and the lines from the jetter to the point of entry 6-We then set up our shop vacuum to prevent any water we were about to introduce from jet cleaning from spilling over 7- Then we set up our camera to view the pipe after we opened the line which we did fairly quickly 8- We then put the camera down the line to inspect it and look for the cause which we found at the entry point of the tank we then proceeded to mark this point for future excavation which is not possible without the camera 9- We then put our gear back into our truck in there proper spots [redacted] 12- My charges are men hours @ [redacted] per hour and jetter [redacted] plus tax total [redacted] and these are standard charges for the use of my gear and manpowerAnd she was aware of these costs as we discussed them on the phone 13- Regarding the invoice it was written up that night ready for delivery and paymentI think we had spoken that day regarding payment but I could not make it over and one thing led to another and I for got about it until I noticed it on my desk a few days later [redacted] the person we are talking about certainly did not make any frantic phone calls to pay me 14- So now we get to the phone call I made to arrange for paymentEverything was pleasant until I gave her the amount of [redacted] plus tax [redacted] it did not matter how I tried to explain the invoiceShe kept on about how shocked she was an telling me constantly that we did not use the camera and we were not there even one hour let alone two hours[redacted] 16- Note it is interesting how people after we find and fix something could have easily fixed it themselves Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They arrived after 9: I was there [redacted] He was not in the basement hanging out with your guys He was in the sunroom with full view of the driveway between front and back doorsI do not own a couch [redacted] ? [redacted] I have paid another septic company to remove the blockage that Cornell video inspection claims they removed I have paid this septic company as they were prompt and honest with their repair and the results were obvious and I will not be paying Cornell as the work he claimed to do was not doneHe claimed that his men removed a blockageIf his workers used a video camera they would know that the blockage was not removed and was still impeding flow septic inspections are mandatory for home buyers using mortgagesAny septic work has relevance to all parties involved in this home [redacted] Final Business Response / [redacted] (4000, 19, 2016/12/15) */ ---------- Forwarded message ---------- [redacted] ( [redacted] ) [redacted] The facts from my employees were given; I believe themI didn't say I was thereShe noted that another septic company came in and repaired the problem; which we (as in my employees) diagnosed with the camera and locatorWe did not say we fixed the problem, we opened the line with the jetter, as it was pluggedOur job was doneThen I spoke to her on the phone and told her what we did and that she would now need a repair company (as in sewer)She fails to see that it took companies to fix thisAs far as I'm concerned she had no intention of paying the bill (as you see from her comment) Final Consumer Response / [redacted] (4200, 22, 2016/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were hired to clear the line and provide diagnosis His workers stated they would clear the line in no time at all as they knew exactly what the problem was and that they see it all the time [redacted] also affirmed on the phone that they had been able to clear the line They did not No video was provided as proof of diagnosis [redacted] I do not believe they used the diagnostic tools they stated they didThey claimed to be able to clear the blockage, [redacted] claimed they cleared it and I would be "all set" [redacted]

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.I did receive the apology email indicated in the company's responseIt was fairly generic in detail and action and I found this particular one more thorough as to how the company is responding.Mostly, I just wish for my business not to be contacted again and I don't anticipate that will be a problemMaintenance Engineering has a big problem already with this "independent rep", just Google his name to see all the complaints about himSincerely, [redacted] ***

Final Consumer Response /* (2000, 9, 2017/07/06) */
***Document Attached***
I have now received my deposit back along with a short apology from the owner

Final Consumer Response /* (2000, 9, 2017/07/06) */
***Document Attached***
I have now received my deposit back along with a short apology from the owner

I was very disappointed to hear that one of our independent sales reps had poorly represented our company and was inappropriate with a customerThis is definitely NOT the way we do business and not the way we teach our sales people to represent our products & companySince the time this
complaint was filed, we have taken the following actions:1.Contacted the Sales Manager of Frank *** to notify him of this unacceptable sales practice.2.Frank *** has been contacted by his sales manager and our Director of Training and Veteran Sales and a thorough conversation had been had with him regarding professional business communication, how to properly represent our company and has been told this can not happen again if he wants to continue with our companyPer *** ***'s request, her name and the Shiwano City-County Library account has been taken off our customer list and noted in our computers to never contact againAn email has been sent to her with an apology from Frank ***'s sales managerWe emailed to try to best respect her wishes of never being contacted again but still wanted to acknowledge this with an apologyShould she want to discuss this further via phone we, as Maintenance Engineering would be more than happy to so that she is assured all issues are resolved and we can communicate our sincerest apologies for the way she was treatedWe value all our customers and the key to our being in business for over years has been our premium quality products, our excellent customer service and our solid reputationUnfortunately, this wasn't the case in this situation and we would like to do anything necessary to remedy this situationIf I personally can be of any help to *** *** to apologize or hear any further concerns she has I can be contacted at ###-###-#### or ***Sincerely, Tanya ***, DirSales & Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I did receive the apology email indicated in the company's responseIt was fairly generic in detail and action and I found this particular one more thorough as to how the company is responding.Mostly, I just wish for my business not to be contacted again and I don't anticipate that will be a problemMaintenance Engineering has a big problem already with this "independent rep", just Google his name to see all the complaints about him. Sincerely,*** ***

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.I did receive the apology email indicated in the company's response. It was fairly generic in detail and action and I found this particular one more thorough as to how the company is responding.Mostly, I just wish for my business not to be contacted again and I don't anticipate that will be a problem. Maintenance Engineering has a big problem already with this "independent rep", just Google his name to see all the complaints about him. Sincerely,[redacted]

Initial Business Response /* (1000, 13, 2016/12/07) */
1-we arrived on site between 9 and 9;30
2-she then quickly showed us around and explained to us what she knew that might help in the diagnoses of the problem...

[redacted]
4-We then opened the line which we were using for our entry point which we found to be completely full.
5- we then had to set up our gas powered jetter which weighs 125 pounds [redacted] WE also had to run a water hose to the jetter and the lines from the jetter to the point of entry.
6-We then set up our shop vacuum to prevent any water we were about to introduce from jet cleaning from spilling over.
7- Then we set up our camera to view the pipe after we opened the line which we did fairly quickly .
8- We then put the camera down the line to inspect it and look for the cause which we found at the entry point of the tank we then proceeded to mark this point for future excavation which is not possible without the camera.
9- We then put our gear back into our truck in there proper spots.
[redacted]
12- My charges are 2 men 2 hours @ [redacted] per hour and 1 jetter [redacted] plus tax total [redacted] and these are standard charges for the use of my gear and manpower. And she was aware of these costs as we discussed them on the phone
13- Regarding the invoice it was written up that night ready for delivery and payment. I think we had spoken that day regarding payment but I could not make it over and one thing led to another and I for got about it until I noticed it on my desk a few days later . [redacted] the person we are talking about certainly did not make any frantic phone calls to pay me.
14- So now we get to the phone call I made to arrange for payment. Everything was pleasant until I gave her the amount of [redacted] plus tax [redacted] it did not matter how I tried to explain the invoice. She kept on about how shocked she was an telling me constantly that we did not use the camera and we were not there even one hour let alone two hours.[redacted]
[redacted]
16- Note it is interesting how people after we find and fix something could have easily fixed it themselves.
Initial Consumer Rebuttal /* (3000, 15, 2016/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They arrived after 9:30
I was there.
[redacted] He was not in the basement hanging out with your guys.
He was in the sunroom with full view of the driveway between front and back doors. I do not own a couch. [redacted]?
[redacted]
I have paid another septic company to remove the blockage that Cornell video inspection claims they removed.
I have paid this septic company as they were prompt and honest with their repair and the results were obvious.
and I will not be paying Cornell as the work he claimed to do was not done. He claimed that his men removed a blockage. If his workers used a video camera they would know that the blockage was not removed and was still impeding flow.
septic inspections are mandatory for home buyers using mortgages. Any septic work has relevance to all parties involved in this home[redacted]
[redacted]
Final Business Response /* (4000, 19, 2016/12/15) */
---------- Forwarded message ----------
[redacted])
[redacted]
The facts from my employees were given; I believe them. I didn't say I was there... She noted that another septic company came in and repaired the problem; which we (as in my employees) diagnosed with the camera and locator. We did not say we fixed the problem, we opened the line with the jetter, as it was plugged. Our job was done. Then I spoke to her on the phone and told her what we did and that she would now need a repair company (as in sewer). She fails to see that it took 2 companies to fix this. As far as I'm concerned she had no intention of paying the bill (as you see from her comment)
Final Consumer Response /* (4200, 22, 2016/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They were hired to clear the line and provide diagnosis.
His workers stated they would clear the line in no time at all as they knew exactly what the problem was and that they see it all the time. [redacted] also affirmed on the phone that they had been able to clear the line.
They did not
No video was provided as proof of diagnosis. [redacted]
I do not believe they used the diagnostic tools they stated they did. They claimed to be able to clear the blockage, [redacted] claimed they cleared it and I would be "all set" .[redacted]

I was very disappointed to hear that one of our independent sales reps had poorly represented our company and was inappropriate with a customer. This is definitely NOT the way we do business and not the way we teach our sales people to represent our products & company. Since the time this...

complaint was filed, we have taken the following actions:1.Contacted the Sales Manager of Frank [redacted] to notify him of this unacceptable sales practice.2.Frank [redacted] has been contacted by his sales manager and our Director of Training and Veteran Sales and a thorough conversation had been had with him regarding professional business communication, how to properly represent our company and has been told this can not happen again if he wants to continue with our company.3. Per [redacted]'s request, her name and the Shiwano City-County Library account has been taken off our customer list and noted in our computers to never contact again.4. An email has been sent to her with an apology from Frank [redacted]'s sales manager. We emailed to try to best respect her wishes of never being contacted again but still wanted to acknowledge this with an apology. Should she want to discuss this further via phone we, as Maintenance Engineering would be more than happy to so that she is assured all issues are resolved and we can communicate our sincerest apologies for the way she was treated. We value all our customers and the key to our being in business for over 40 years has been our premium quality products, our excellent customer service and our solid reputation. Unfortunately, this wasn't the case in this situation and we would like to do anything necessary to remedy this situation. If I personally can be of any help to [redacted] to apologize or hear any further concerns she has I can be contacted at ###-###-#### or [redacted]Sincerely, Tanya [redacted], Dir. Sales & Operations