Initial Business Response /* (1000, 10, 2015/01/07) */
Regretfully, Indoor Energy Solutions security policies prevent me from discussing any client information with a third party or in a public forum. However, what I can do is state our public policies regarding payment for our PPP Plan and policy...
concerning appointments.
Our PPP Plan can be paid for in two ways, firstly by clicking on a link that we send the client which will take them to a third party payment site for payment in 12 installments with a credit card. Most issues arising with this method of payment are related to the security levels on the clients computer or the client's willingness to be taken to a third party site when prompted. I do not suggest to anyone that they change their security settings or go to a third party site that they are uncomfortable with. For this reason we have made provision for a second form of payment which is payment in full($199 + tax) by check or credit card.
Our policy on scheduled appointments is fairly simple we never give exact appointment times due the unpredictable nature of our business. I would suggest to anyone who would need a more specific time to choose the first appointment of the day as this will be the most predictable. For the convenience of our clients priority is given to jobs that are underway we never leave a job unfinished so that we can make the next appointment. Priority is always given to emergency work, these jobs will be scheduled to the first available crew when they complete their current task. Regretfully, regularly scheduled maintenance is not considered an emergency.
Our staff makes every effort to communicate with clients when a change in schedule occurs; we do acknowledge that this can be inconvenient.
We are currently reviewing these policies and they will be posted to our website early in the new year.
Sincerely,
[redacted]
General Manager
Indoor Energy Solutions
XXX-XXX-XXXX
[redacted]@indoorenergy.ca
Initial Consumer Rebuttal /* (3000, 12, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no time prior to my attempts to follow the procedure to register on line for the montlhy PPP did the company tell me of the second option. I simply got emails telling me to check the security settings on my computer. I was also told they were not set up to take payments from my bank account. I inquired if I could make the monthly payments by cheque. I did not get an answer.
With regard to the appointment policy I do not accept their response. I was offered the first available appointment of the day open which was told to me to be 11 am. I informed the company I would not be available after a certain time. The company did not explain to me I should take the earliest appointment of another day as a precaution.
The day before my scheduled appointment when they called to tell me they had to change my appointment the reason they told me was the customer with an appointment before me had just ADDED a job to their original appointment.
Therefore as I see it an additional job would not be time to CONTINUE the ORIGINAL job.
Even if you accept their explanation, when I spoke with the company rep and was about to reschedule and expressed my unhappiness I was told two things:
First, they would make arrangements with the other customer to return another time to do the ADDITIONAL job. Second, I subsequently received another call informing me they would come close to noon and would be finished by the time I required to leave for my medical appointment. So my appointment date was not changed. It was at this time they mentioned for the first time to have a cheque ready for the full amount of the PPP.
On the morning I was still expecting the company to attend my appointment I received an e-mail 2 hours before telling me they were not coming. A complete disregard of what they told me the day before.
I do not have a problem paying for the PPP. What I find frustrating is the set up they had put in place did not work and their lack of mentioning the second payment method.
At this point all I want from this company is the free inspection/cleaning that was a part of my purchase of their product. I would also appreciate an apology for the way I was treated but do not expect to receive one.
Final Business Response /* (4000, 14, 2015/01/13) */
Appointments for service work or maintenance can be made by contacting [redacted] at:
XXX-XXX-XXXX
[redacted]@indoorenergy.ca
Initial Business Response /* (1000, 10, 2015/01/07) */
Regretfully, Indoor Energy Solutions security policies prevent me from discussing any client information with a third party or in a public forum. However, what I can do is state our public policies regarding payment for our PPP Plan and policy...
concerning appointments.
Our PPP Plan can be paid for in two ways, firstly by clicking on a link that we send the client which will take them to a third party payment site for payment in 12 installments with a credit card. Most issues arising with this method of payment are related to the security levels on the clients computer or the client's willingness to be taken to a third party site when prompted. I do not suggest to anyone that they change their security settings or go to a third party site that they are uncomfortable with. For this reason we have made provision for a second form of payment which is payment in full($199 + tax) by check or credit card.
Our policy on scheduled appointments is fairly simple we never give exact appointment times due the unpredictable nature of our business. I would suggest to anyone who would need a more specific time to choose the first appointment of the day as this will be the most predictable. For the convenience of our clients priority is given to jobs that are underway we never leave a job unfinished so that we can make the next appointment. Priority is always given to emergency work, these jobs will be scheduled to the first available crew when they complete their current task. Regretfully, regularly scheduled maintenance is not considered an emergency.
Our staff makes every effort to communicate with clients when a change in schedule occurs; we do acknowledge that this can be inconvenient.
We are currently reviewing these policies and they will be posted to our website early in the new year.
Sincerely,
[redacted]
General Manager
Indoor Energy Solutions
XXX-XXX-XXXX
[redacted]@indoorenergy.ca
Initial Consumer Rebuttal /* (3000, 12, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no time prior to my attempts to follow the procedure to register on line for the montlhy PPP did the company tell me of the second option. I simply got emails telling me to check the security settings on my computer. I was also told they were not set up to take payments from my bank account. I inquired if I could make the monthly payments by cheque. I did not get an answer.
With regard to the appointment policy I do not accept their response. I was offered the first available appointment of the day open which was told to me to be 11 am. I informed the company I would not be available after a certain time. The company did not explain to me I should take the earliest appointment of another day as a precaution.
The day before my scheduled appointment when they called to tell me they had to change my appointment the reason they told me was the customer with an appointment before me had just ADDED a job to their original appointment.
Therefore as I see it an additional job would not be time to CONTINUE the ORIGINAL job.
Even if you accept their explanation, when I spoke with the company rep and was about to reschedule and expressed my unhappiness I was told two things:
First, they would make arrangements with the other customer to return another time to do the ADDITIONAL job. Second, I subsequently received another call informing me they would come close to noon and would be finished by the time I required to leave for my medical appointment. So my appointment date was not changed. It was at this time they mentioned for the first time to have a cheque ready for the full amount of the PPP.
On the morning I was still expecting the company to attend my appointment I received an e-mail 2 hours before telling me they were not coming. A complete disregard of what they told me the day before.
I do not have a problem paying for the PPP. What I find frustrating is the set up they had put in place did not work and their lack of mentioning the second payment method.
At this point all I want from this company is the free inspection/cleaning that was a part of my purchase of their product. I would also appreciate an apology for the way I was treated but do not expect to receive one.
Final Business Response /* (4000, 14, 2015/01/13) */
Appointments for service work or maintenance can be made by contacting [redacted] at:
XXX-XXX-XXXX
[redacted]@indoorenergy.ca