Metro Business Machine, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]This is not acceptableWe feel like they did a switch and bait tactic and were not truthful in their dealings with usPhone calls about fixing the equipment after checking on the warranty were not made to us and as we said before the tech told us it was covered under warranty when he just showed up to our office to fix itThe company has been very unprofessional in their dealings and even sending harassing certified mail to our employees home address in regards to the bill they have sent to usThis is not a professional way to conduct business and is unacceptableThey have not been honest about their fees and charges from the beginning.
Regards,
Harrison County Chiropractic ***

We feel like this is a communication problem We first set this service call up with *** and are not able to speak with him again after numerous attempts. In order to move past this, we are willing to split this invoice in half and that will at least recoup our travel expenses and some administrative fees involved.Our travel charge alone from Louisville, KY to Corydon, IN is: x $plus $gas = $and we made the trip times, that comes to $alone,and is very competitive in this field.If they want to pay the $we will accept that in order to move past this Sincerely,Metro Business Machines

Complaint # 12396212To Whom It May Concern,On 7/26/16 we received a call from “[redacted]” at Harrison Co. Chiropractic / 2086 Old Hwy 135nw / Corydon, IN 47112 about a problem with two (2) Brothers MFC8910DW paper jamming.  [redacted] informed us he has four (4) of these units and likes the units and...

wanted to see about getting the 2 (two) repaired.  We quoted [redacted] our rates and these have been our same rates for over 4 (four) years and are very competitive with the going rate, if not cheaper.We are located in Louisville, KY and they are in Corydon, IN 30.6 miles and 33 minutes each way with no traffic.  We quoted [redacted] the travel time of 1 hour @ $70.00 plus $25 in gas and the onsite Labor once we got there of $85.00 per hour with a minimum of 1 (one) hour for the 1st unit and the additional units would be on 15 minute increment charges. We also gave [redacted] the opportunity to drop units off to save the travel expense. We give our customers options that best suit their schedules and/or budgets. He chose for us to come on site.Our Tech went on site and diagnosed these units and determined that they both had bad fusers.  Our On Site Diagnostics Labor charge was 1 hour for the 1st unit and .5 hours for the 2nd unit. He then came back to the shop and was able to get the fusers covered under warranty at no charge because they each had less than 100,000 copies on them although they are used heavily.  The list price on these fusers alone are $172.66 each. I then called & told [redacted] the parts were covered and we could charge the difference between in shop labor  & onsite labor rates to install the parts, clean, and service the units as well,  which came to $85.00 for the 2 (two) together, which is very reasonable & competitive.  We then had to deliver the units back and we had already agreed on a price for travel on the units @ $70.00 plus the $25 in gas. Once again they are over 30 miles one way. Our tech delivered and set the units up on site as well.  We do have before and after samples printed from each of the 2 (two) units that we repaired if needed.I have called countless times (10/21/16, 12/9/16, 1/17/17, 2/27/17, 4/17/17, 4/19/17, 6/26/17 etc.) to talk to [redacted], Dr. [redacted], Accounts Payable, etc. and was told by [redacted] and [redacted] each time they were not available and that I would have to leave a message.  Nobody ever calls back……. I faxed a copy of the invoice on 12/9/16 (please find the attached fax log phone # [redacted]).  I asked for their email address, but was denied.  I sent a letter on 6/26/17 with a copy of the invoice and asked for a return call so we could come up with some resolution,(please find the attached letter) with no return call ever made. I made my last attempt, before turning over to collections with a registered letter on 9/15/17 (please see attached).  I also sent a copy of that same letter except regular mail because the registered letter cost $6.59 to [redacted]’s home address since they never let me talk to him at all about getting this paid. This all boils down to they won’t pay their bill and won’t return calls.  I would love to just ignore my bills, unfortunately life and business does not work that way. Please feel free to call me or email me if needed.  Thank You,[redacted] Attaching copies of invoice, fax log, letter dated 6/26/17 and registered letter dated 9/21/17.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
We were never quoted more than just the original fee to come out to our office. We were never called and had a discussion with them about parts being covered/not covered by warranty. The tech simply showed up to our office and said it was covered under warranty. They also state in their response that they had to deliver the units back to our office. The units never left our office, and once the part was replaced we set them up ourselves, not the tech like their response also states. This company has since started harassing our employees by sending certified mail to their personal home addresses in regards to this. Their behavior has been very unprofessional.
Regards,
Harrison County Chiropractic