Martin Homes

Thank you for drawing our attention to this matterWe have reached out to [redacted] and have resolved the issue to her satisfactionThank you,Megan Megan B***Marketing Analystemail: [redacted] @quenchonline.com office: [redacted] web: http://quenchonline.com [redacted]

Thank you for sharing [redacted] ***'s concernWe have since worked with her to resolve the matter to her satisfactionWhen she called to have her cooler removed, the original contract was cancelled and the balance billed out, since she was not able to specify where the unit should be relocated to Since then, she has relocated and we have worked out an agreement with her to reinstalled the unit under a new contractBest regards,Denise D [redacted] Director of Marketing

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] ***

Thank you for sharing *** ***'s complaintWe are well aware of the matter, and have been in communication with *** ***s, as has our insurance administrator, Gallagher B*** The source of the leak and subsequent water damage is being investigated by our insurer as well as ***
***'s building managementIt is not clear that the source of the leak was from the Quench machine, or from an issue with the building's plumbing While this is being resolved, our insurance adjuster has contacted *** ***s (MMay, Tuesday 8/4/15) and has also contacted *** and asked that the water remediation charges be forwarded to Gallagher B*** We regret the inconvenience and disruption to business that this has caused *** ***s, and look forward to a timely and fair resolution of the matter

Thank you for bringing this matter to our attentionOur contract with *** ***, on behalf of *** ***, clearly states that "upon termination of the rental, Customer agrees to pay a removal fee of $per water unit" in Section of the Terms and Conditions (Term and Termination), which
*** *** signed (see attachment)As such, we stand behind the assessment of the removal feeWe are, however, sorry that *** *** was frustrated in her communications with our Customer Care team, and we have brought this to their attention.Best regards,Denise D***

Thank you for bringing this matter to our attentionWe are sorry to hear that Ms*** and *** of South Elgin wish to cancel their water cooler service with QuenchUnfortunately, the contract signed with us by *** *** of *** in clearly explains the auto-renew policy (see item
#Term and Termination, sentence 3, in the attached signed contract)If *** wishes to cancel, they are responsible for the full value of the contract plus removal fee, as stated.Sincerely,Denise D***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
They emailed me regarding the original invoice and have not acknowledged any missteps Quench employees did that resulted in the current issue.Regards,
*** ***

To Whom It Concerns:Thank you for drawing our attention to this matterWe are sorry to hear that *** *** *** is dissatisfied with the Quench contractHowever, we do not contract with individuals, but with the business, in this case the Federal Aviation AdministrationThe point-of-contact
signs the agreement as a representative of the business entityMany of our customers find this as a convenient way to keep great-tasting water in the workplace, even with the fluctuation of employees changing positions. Thank you,Megan B***Marketing Analyst

We are sorry to hear that [redacted] Kahklen rejects our response. We will reach out to [redacted] directly to resolve the matter to mutual satisfaction. Thank you.

Thank you for sharing [redacted]'s concern. We have since worked with her to resolve the matter to her satisfaction. When she called to have her cooler removed, the original contract was cancelled and the balance billed out, since she was not able to specify where the unit should be relocated to....

Since then, she has relocated and we have worked out an agreement with her to reinstalled the unit under a new contract. Best regards,Denise D[redacted]Director of Marketing

Thank you for drawing our attention to this matter. We apologize that the delay in resolving this issue has caused Ms. [redacted] frustration. We have assigned a Customer Care specialist to work directly with Ms. [redacted] to resolve this matter promptly to her satisfaction by:- removing all machines...

that have expired contracts,- adjusting invoices to reflect proper billing periods,- crediting and re-billing all invoices for the proper amounts, and- servicing all remaining machines to ensure all filter schedules are correct.Best regards,Megan B[redacted]Marketing Analyst

We are sorry to hear that [redacted] is still unhappy about the removal fee, but the contract, which she signed before initiating service with Quench, is very clear. As for mailing back her equipment, that is not advised. Quench machines are owned by Quench and leased to our customers, and by the terms of the contract (Section 4 of the same Terms and Conditions document referenced previously) are to be removed by Quench. We scheduled a technician to retrieve the equipment tomorrow, November 4.Thank you.

Thank you for drawing our attention to this matter. We have reached out to [redacted] and have resolved the issue to her satisfaction. Thank you,Megan Megan B[redacted]Marketing Analystemail: [redacted]@quenchonline.com office: [redacted]web: http://quenchonline.com [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:No where in the contract does it state that the equipment can not be dropped off or mailed back to the company. This "removal fee" should not be in place if the equipment is not "removed" by the company. I have offered multiple times to even drop the equipment off to the company and they are very unreasonable and obviously not customer service oriented. It took me WEEKS and multiple phone calls to get a response after being transferred to different departments and being told that no one could help me- and all I got back was a lousy email (attached). I reject this response because the problem of terrible customer service was not addressed. I never received a call back after being told multiple times I would and all I received was an email saying "No we cannot remove the fee". This is terrible customer service and I want others to be warned. 
Regards,
[redacted]

Dear [redacted],We appreciate your calling our attention to this matter. It is absolutely against our policy for any sales representative to repeatedly call or harass prospects. We have determined that Anthony is employed by a 3rd-party telemarketing firm that we have contracted with. He has...

suspended until he has received additional training, and the firm has been put on notice that this behavior will not be tolerated by any of their callers. Additionally, we have removed your company's information from our system, so you should not be receiving any more calls. We truly apologize for the aggravation this has caused you and your colleagues. Quench values our relationships with our customers and prospective customers, and strives to maintain only positive communications with them. If I can be of any further assistance, please feel free to contact me directly.Denise D[redacted]Director of Marketing[redacted]@quenchonline.com

Quench has resolved this matter directly with **. and [redacted]. While [redacted] indicates that she called Quench to cancel service in 2014, we have no record of that call, nor any written notification of her intent to cancel her contract, which is why monthly billing continued and Quench did not...

pick up the unit she leased from us. Given that the [redacted]'s salon is no longer in business, and as a gesture of goodwill, we will no longer pursue payment of the contracted fees.Thank you.

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]