Mobile Maintenance

Initial Business Response / [redacted] (1000, 9, 2016/02/12) */ This has also been faxed to the Revdex.com We have reviewed the invoices and work performed at Mrs [redacted] 's housePlease note there were separate areas of the home in which repairs were required - due to frozen water linesThe work was done under unpleasant conditions - beneath a manufactured home in which the ground was very wet and very cold The first trip out was for a pipe under her home that leads from the main under the ground to the water heater compartmentThe pipe had broken and was not repairableThe water pipe was replaced and new heat tape, fittings and plug kit were installedThe existing heat tape had malfunctioned and was not re-usable The second trip out was for pipes that were located in the compartment for the water heater, above the floor of the houseThis was in a completely separate area from where the first repair was done The water lines had frozenOur rep thawed the pipes out to make sure they were not broken and inspected them for leaksThe rep then installed new heat tape because the old heat tape had failedA new plug kit was also installedInsulation was added underneath the compartmentIt was an evening service call and our rep had to work within the water heater compartment as well as crawl underneath the houseIt was not a simple thawing out of a frozen pipe The water pipes in the water heater compartment were not frozen when we were there the first trip, which is why we did not replace the heat tape or address any issues in that area (during the first trip)To have done so would have been dishonest and selling the customer something she didn't need at the timeWhile it is unfortunate that the 2nd tape failed within weeks of the first tape, this is not our fault nor could we have known it was going to failThe two heat tapes were not linked together and performed independent of one anotherWe only replace or repair the products or parts that are not working when we are thereAnd there is no way of knowing that the 2nd heat tape would fail I would like to use the analogy of a light bulbIf you turn the switch on and the light bulb comes on, you have no way of knowing how long the lightbulb will stay litA heat tape is the same way - there's no way of knowing how long it will lastAnd if it is working - we don't replace it We are truly sorry that Mrs [redacted] is on a fixed income and truly sorry that she's had problems with both of her heat tapes in a short period of timeIt is possible that they were both installed at the same time and at the end of their life cycle If it helps Ms [redacted] in anyway, we would be happy to waive the trip charge if we provide service for her during business hours in the future Please contact me if you have any questions

Dear [redacted] This letter is response to yours dated May 22, concerning a complaint by [redacted] We have had a ongoing series of complaints from Mr [redacted] over the cuffs and collars of his white shirts When we receive them, they are so soiled and worn, that the treatment and washing process is no longer removing the stains A number of shirts have been reprocessed for him at no charge The shirt he brought to my managers attention the other day is quite different It has black marks up and down the button strip Once again we treated and rewashed his shirt but the stains did not come out When he came back to the store he threw a fit with my afternoon employee and demanded that we buy him new shirts She then called me and I told him when I got in the next morning, I would examine the shirt and call him, which I did I explained to him that the stains on the front of the shirt were not from being laundered and pressed He then threw a fit with me on the phone saying that I was lying and that this was a new and expensive shirt He then ask if I was calling him a liar to which I responded "it sounds like it" So here we are today In my professional opinion, he has a worn out, severely soiled and stained shirt I am passed the point of doing anything for him Once again, in my opinion, he is now trying to use the Revdex.com to twist my arm There is a way to end this without any question I suggest that Mr [redacted] send the shirt to a national testing lab such as the International Fabricare Institute ( [redacted] ) and have it tested, at his expense If he is convenced that it is our fault, he should be glad to do this I will agree, if the testing lab finds against me, to pay for the cost of the shipping, the testing expense and a brand new shirt Mr [redacted] claims that I have defamed his character I contend just the opposite I think that Mr [redacted] has defamed mine If he is the man he claims to be, he will gladly have the shirt tested At that point, as a man of honor, I will do as I have stated if proven wrong I also request that Mr [redacted] show the same amount of character by contacting the employee he harassed and threw a fit with and apologize to her if the testing comes back as I expect Sincerely, [redacted] Star Brite Cleaners of New Braunfels

This demonstrates the customer knows that he is in the wrongI offered a solution for a independent, third party to do the evaluation This takes all of the "opinions" from both of us off the table I also stated what I would do if found to be in the wrong.In my opinion, his rejection verifies what I said in the beginning.***

Dear *** *** *** This letter is response to yours dated May 22, concerning a complaint by *** *** We have had a ongoing series of complaints from Mr*** over the cuffs and collars of his white shirts. When we receive them, they are so soiled and worn, that the treatment and washing process is no longer removing the stains. A number of shirts have been reprocessed for him at no charge The shirt he brought to my managers attention the other day is quite different. It has black marks up and down the button strip. Once again we treated and rewashed his shirt but the stains did not come out. When he came back to the store he threw a fit with my afternoon employee and demanded that we buy him new shirts. She then called me and I told him when I got in the next morning, I would examine the shirt and call him, which I did. I explained to him that the stains on the front of the shirt were not from being laundered and pressed. He then threw a fit with me on the phone saying that I was lying and that this was a new and expensive shirt. He then ask if I was calling him a liar to which I responded "it sounds like it" So here we are today. In my professional opinion, he has a worn out, severely soiled and stained shirt. I am passed the point of doing anything for him. Once again, in my opinion, he is now trying to use the Revdex.com to twist my arm There is a way to end this without any question. I suggest that Mr*** send the shirt to a national testing lab such as the International Fabricare Institute (***) and have it tested, at his expense. If he is convenced that it is our fault, he should be glad to do this. I will agree, if the testing lab finds against me, to pay for the cost of the shipping, the testing expense and a brand new shirt Mr*** claims that I have defamed his character. I contend just the opposite. I think that Mr*** has defamed mine. If he is the man he claims to be, he will gladly have the shirt tested. At that point, as a man of honor, I will do as I have stated if proven wrong. I also request that Mr*** show the same amount of character by contacting the employee he harassed and threw a fit with and apologize to her if the testing comes back as I expect Sincerely, *** *** Star Brite Cleaners of New Braunfels

Complaint: [redacted]
I am rejecting this response because: Please see attached document.
Regards,
[redacted]

Dear [redacted]   This letter is response to yours dated May 22, 2015 concerning a complaint by [redacted].   We have had a ongoing series of complaints from Mr. [redacted] over the cuffs and collars of his white shirts.  When we receive them, they are so soiled and worn,...

that the normal treatment and washing process is no longer removing the stains.  A number of shirts have been reprocessed for him at no charge.   The shirt he brought to my managers attention the other day is quite different.  It has black marks up and down the button strip.  Once again we treated and rewashed his shirt but the stains did not come out.  When he came back to the store he threw a fit with my afternoon employee and demanded that we buy him new shirts.  She then called me and I told him when I got in the next morning, I would examine the shirt and call him, which I did.  I explained to him that the stains on the front of the shirt were not from being laundered and pressed.  He then threw a fit with me on the phone saying that I was lying and that this was a new and expensive shirt.  He then ask if I was calling him a liar to which I responded "it sounds like it".   So here we are today.  In my professional opinion, he has a worn out, severely soiled and stained shirt.  I am passed the point of doing anything for him.  Once again, in my opinion, he is now trying to use the Revdex.com to twist my arm.   There is a way to end this without any question.  I suggest that Mr. [redacted] send the shirt to a national testing lab such as the International Fabricare Institute ([redacted]) and have it tested, at his expense.  If he is convenced that it is our fault, he should be glad to do this.  I will agree, if the testing lab finds against me, to pay for the cost of the shipping, the testing expense and a brand new shirt.   Mr. [redacted] claims that I have defamed his character.  I contend just the opposite.  I think that Mr. [redacted] has defamed mine.  If he is the man he claims to be, he will gladly have the shirt tested.  At that point, as a man of honor, I will do as I have stated if proven wrong.  I also request that Mr. [redacted] show the same amount of character by contacting the employee he harassed and threw a fit with and apologize to her if the testing comes back as I expect.   Sincerely,   [redacted] Star Brite Cleaners of New Braunfels