No ma'am, my employees are not under any pressure to proceed with repairs to your home, there is no need for implications that do not exist. Had my employees understood you to not want the repair, they would have stopped. The last thing we want is a customer who is unhappy, no need to force work on anyone.Again I'll mention as you have reiterated we never made any mention of a visit fee during the original booking of the call. Yes, Lauren mentioned that occasionally we will charge $180 for a missed appointment (if there was one) or if we come out and a leak is caused by plumbing or some kind of water issue inside under the roof but this did not apply in your case because the roof was leaking. What I believe is that we both feel unjustified in this conversation. We did a repair as we quoted originally and you feel because the repair was so minimal the cost was unjustified however the quote was for UP TO one hour of time. Sometimes the repair are quick and others take the entire hour. I pay my guys the same whether they are there for 20 minutes or there for an hour. Of course you could have called a handy man that maybe could have been less expensive. I have not claimed to be the "cheapest" game in town however we do stand behind our work (as Lauren mentioned you have a one year warranty on the repairs completed) and are pretty much readily available when needed whereas you may not get that from others. Is your roof still leaking? If not, we have done what was asked.As resolution I will offer to refund $250 of your repair. I am doing this because as stated above, we both feel justified in our positions and I highly doubt you will get roof repair completed for less than $300 with a reputable company. We can go on and on with she said, she said, and never come to complete resolution. I will say that we will be implementing a system of instead of just verbal communication about fees we will be sending out an email that must be responded to which states exactly what we are offering before we open the service ticket to dispatch in hopes to avoid further confusion with customers. I look forward to an amicable resolution with you. Regards,Heather C[redacted]
[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]
Andrew Markowski, called on 2/5/16 to report a leak in his home. He told Lauren he had a leak in the front left over the garage in the middle of a bedroom. At that time Lauren told [redacted] that the base rate of service was $550 and included up to one hours time for...
repair. If we are unable to repair the leak in one hour of time than the crews would do no work and we would provide a free estimate for the repair that needed to be done. [redacted] agreed to the service call which is why Lauren told him we needed to have a credit card on file to charge after we had been there and done the work and that we would not charge ahead of that because if it is more than one hours worth of repair than we do nothing and provide a free estimate. We did not set an appointment because we had a description of where it was leaking. This is not unusual.We had a cancellation in our schedule the same day that [redacted] called so our crews were able to go to the home that day. Because the repairs needed were less than one hours work my crews went ahead with the repair which was caulking some exposed nail heads on some shingles and caulking an area where the shingle roof meets the metal roof. When [redacted] called there was no mention of a fee to visit and a separate fee for repair. The service we offered the Markowski's is the same service we offer every customer that calls and needs to have a leak repaired, although the price for those repairs differs by the area of the call due to distance from our office in Purcellville, VA. I believe that [redacted] is confused by her conversation that she had with Lauren this morning, possibly because she was very upset. Lauren did mention that sometimes we charge a service fee if when we come out there is no leak from the roof such as a plumbing leak but this would have been the first mention of any fee other than the fee for service. We believe that if asked [redacted] will not recall any conversation about a fee to visit vs a fee for a repair. We don't charge for visits (unless the case of a plumbing leak). We either charge for a repair or we don't because there is a larger repair needed that couldn't be done within that base hours service.We are sorry that [redacted] is so upset and we certainly don't want a customer so angry as to go to the Revdex.com. I believe part of the miscommunication here is that [redacted] was explained the fees and booked the call and [redacted] doesn't know the first/original conversation at the time of booking the service call. This is evidenced by the [redacted]'s noting of the repair fee of $550 multiple times but where she mentions a visit fee there is no amount, because we never mentioned this to [redacted]. I apologize that the communication between my employee and [redacted] was misunderstood but in her own words after my employee showed her the pictures she thanked them for the visit and input and went back inside. She did not tell them to stop or not do any work so they proceeded based on knowing our standard verbal agreement we made with [redacted] at the time of booking the call. If at any time some one calls in for service they all get the same response. If you check our record we have been in business since 1984 and our Revdex.com record is almost impeccable. We book hundreds of calls every year under this same agreement. If we were in the business of committing unfair business practices I believe you would have been contacted long ago. Please feel free to have someone phone shop us to see if they get the same call set up as [redacted]. The only thing that may be different is the fee for the service call based on location of the job which is why we ask location of the property before quoting a repair fee. [redacted] mentions that she would like us to adopt a practice of presenting documentation at the time of service and requiring authorization for repair. We actually do this by sending a copy of the service ticket opened to our customers emails which shows their information, the description of the problem and the rate of the service. This is sent from a service program we use called Corrigo but the verbal authorization for the repair comes in the booking of the call. I will not state perfection because it does take human interaction to send the ticket, it is not automatically sent when we generate the ticket, but [redacted] should have received a copy of this by email however even if he didn't, we again had a verbal agreement for repair. I have attached a copy of this service ticket to this complaint.
No ma'am, my employees are not under any pressure to proceed with repairs to your home, there is no need for implications that do not exist. Had my employees understood you to not want the repair, they would have stopped. The last thing we want is a customer who is unhappy, no need to force work on anyone.Again I'll mention as you have reiterated we never made any mention of a visit fee during the original booking of the call. Yes, Lauren mentioned that occasionally we will charge $180 for a missed appointment (if there was one) or if we come out and a leak is caused by plumbing or some kind of water issue inside under the roof but this did not apply in your case because the roof was leaking. What I believe is that we both feel unjustified in this conversation. We did a repair as we quoted originally and you feel because the repair was so minimal the cost was unjustified however the quote was for UP TO one hour of time. Sometimes the repair are quick and others take the entire hour. I pay my guys the same whether they are there for 20 minutes or there for an hour. Of course you could have called a handy man that maybe could have been less expensive. I have not claimed to be the "cheapest" game in town however we do stand behind our work (as Lauren mentioned you have a one year warranty on the repairs completed) and are pretty much readily available when needed whereas you may not get that from others. Is your roof still leaking? If not, we have done what was asked.As resolution I will offer to refund $250 of your repair. I am doing this because as stated above, we both feel justified in our positions and I highly doubt you will get roof repair completed for less than $300 with a reputable company. We can go on and on with she said, she said, and never come to complete resolution. I will say that we will be implementing a system of instead of just verbal communication about fees we will be sending out an email that must be responded to which states exactly what we are offering before we open the service ticket to dispatch in hopes to avoid further confusion with customers. I look forward to an amicable resolution with you. Regards,Heather C[redacted]
[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]
Andrew Markowski, called on 2/5/16 to report a leak in his home. He told Lauren he had a leak in the front left over the garage in the middle of a bedroom. At that time Lauren told [redacted] that the base rate of service was $550 and included up to one hours time for...
repair. If we are unable to repair the leak in one hour of time than the crews would do no work and we would provide a free estimate for the repair that needed to be done. [redacted] agreed to the service call which is why Lauren told him we needed to have a credit card on file to charge after we had been there and done the work and that we would not charge ahead of that because if it is more than one hours worth of repair than we do nothing and provide a free estimate. We did not set an appointment because we had a description of where it was leaking. This is not unusual.We had a cancellation in our schedule the same day that [redacted] called so our crews were able to go to the home that day. Because the repairs needed were less than one hours work my crews went ahead with the repair which was caulking some exposed nail heads on some shingles and caulking an area where the shingle roof meets the metal roof. When [redacted] called there was no mention of a fee to visit and a separate fee for repair. The service we offered the Markowski's is the same service we offer every customer that calls and needs to have a leak repaired, although the price for those repairs differs by the area of the call due to distance from our office in Purcellville, VA. I believe that [redacted] is confused by her conversation that she had with Lauren this morning, possibly because she was very upset. Lauren did mention that sometimes we charge a service fee if when we come out there is no leak from the roof such as a plumbing leak but this would have been the first mention of any fee other than the fee for service. We believe that if asked [redacted] will not recall any conversation about a fee to visit vs a fee for a repair. We don't charge for visits (unless the case of a plumbing leak). We either charge for a repair or we don't because there is a larger repair needed that couldn't be done within that base hours service.We are sorry that [redacted] is so upset and we certainly don't want a customer so angry as to go to the Revdex.com. I believe part of the miscommunication here is that [redacted] was explained the fees and booked the call and [redacted] doesn't know the first/original conversation at the time of booking the service call. This is evidenced by the [redacted]'s noting of the repair fee of $550 multiple times but where she mentions a visit fee there is no amount, because we never mentioned this to [redacted]. I apologize that the communication between my employee and [redacted] was misunderstood but in her own words after my employee showed her the pictures she thanked them for the visit and input and went back inside. She did not tell them to stop or not do any work so they proceeded based on knowing our standard verbal agreement we made with [redacted] at the time of booking the call. If at any time some one calls in for service they all get the same response. If you check our record we have been in business since 1984 and our Revdex.com record is almost impeccable. We book hundreds of calls every year under this same agreement. If we were in the business of committing unfair business practices I believe you would have been contacted long ago. Please feel free to have someone phone shop us to see if they get the same call set up as [redacted]. The only thing that may be different is the fee for the service call based on location of the job which is why we ask location of the property before quoting a repair fee. [redacted] mentions that she would like us to adopt a practice of presenting documentation at the time of service and requiring authorization for repair. We actually do this by sending a copy of the service ticket opened to our customers emails which shows their information, the description of the problem and the rate of the service. This is sent from a service program we use called Corrigo but the verbal authorization for the repair comes in the booking of the call. I will not state perfection because it does take human interaction to send the ticket, it is not automatically sent when we generate the ticket, but [redacted] should have received a copy of this by email however even if he didn't, we again had a verbal agreement for repair. I have attached a copy of this service ticket to this complaint.