Music Systems Audio Electronic

I cannot compensate Mrs. [redacted] for neither one of these acclaimed referrals because they don’t qualify as such.  Our requirements are pretty simple being that all one party has to do is mention the referring party prior to signing a contract with us.  If this occurs we are more than happy to reward our customers as we did with Mrs. [redacted] with the party that did mention her as the referral.  However, in these occasions neither party mentioned they were referred to us by Mrs. [redacted]. Mrs. [redacted] wants me to credit a general email she sent out on February 11th  to fellow neighbors as a legitimate referral for two contracts that were signed 4 and 5 months later at which time neither party mentioned her as the referral.  In addition, it makes it even more difficult to consider Mrs. [redacted]’s email played a role in persuading either one of these customers when one party was already in negotiations with another roofing company prior to speaking with us.  In fact, Mrs. [redacted] didn’t even know they were going to use us until she made direct contact with them on June 27 asking them to use her name as the referral.  This was 3 weeks after we had already signed the contract and completed the roof.  So after evaluating the following factors: ·         Neither homeowner mentioned Mrs. [redacted] as the referral. ·         We have done the majority of roofs in the area and our signs are posted throughout the neighborhood providing easy access to our number and both homeowners mentioned they got our number from our signs. ·         Without the customer crediting the party as the referral we can not credit a general email as the referral when there is no direct tie with either party in question, especially when so much time has elapsed.  Furthermore, the fact that the only direct contact Mrs. [redacted] had with one of the homeowners in where she asks them to mention her as the referring party occurred almost 3 weeks after the job was completed discredits this entirely. There isn’t any evidence to credit these as legitimate referrals.  So with that said I cannot compensate Mrs. [redacted] for what she is asking for.  I have never had a problem rewarding our customers for mentioning our name.  In fact, we want to reward anyone who is willing to take the time to help us grow.  I feel that our best marketing comes from word of mouth and referrals so I am not trying to make this difficult but I do want to be fair and I stand behind the rules and guidelines that I have set forth in our referral program which discredit these two as being legitimate referrals.

Good morning.  This email is in response to Mrs. [redacted]’s allegation that we did not properly compensate her for 2 separate referrals.  I explained to Mrs. [redacted] that we are more than happy and willing to reward our customers for helping us build our business and for taking the time to...

mention our name.  However, we are required to take certain procedure in order to determine that the referral is legitimate and that it identifies the right person.  Our training requires us to ask every customer on our initial visit how they heard about us.  This creates an opportunity for the customer to mention the person that referred them to us.  If it is a referral and we sign a new contract with the new customer we happily reward the referring party with a gift card as a thank you for taking the time to mention us. After we completed Mrs. [redacted]’s roof, I spoke with her and her husband about our referral rewards program. Usually our referral program rewards our customers with a $150.00 GC for any referral that ends up signing with us for a new roof installation and that mentions the customer’s name or presents our business card with the referral persons information on the card.  In this instance I made an exception and agreed to reward Mrs. [redacted] $400.00 for every new roof referral that mentioned they were referred by her or her husband. On February 11, 2016 Mrs. [redacted] wrote a general email that she sent to her neighbors in where she praised our company’s efforts and anyone looking for a new roof installation to call Resolution Roofing and to not forget to mention she referred them to us. Resolution Roofing has reroofed the majority of homes around this neighborhood and we post yard signs during the roof installation that has our company name and phone number written on the sign.  So a lot of our repeated business has come from homeowners seeing our signs up around the neighborhood and calling us. When one homeowner in the neighborhood mentioned that he was referred to us by Mrs. [redacted] I had no problem rewarding Mrs. [redacted] for this referral.  However, I can’t do the same for the other two parties because there is no evidence they were referrals.  Neither party ever mentioned Mrs. [redacted] referred them to us or that they got our information from an email they read several months ago in February.  In fact both parties stated that they got our number from one of our signs they saw on the street. Mrs. [redacted] states she has a complete paper trail of one neighbor confirming they would mention her as the referral.  Mrs. [redacted] sent me the email and it does confirm Mrs. [redacted] directly reaching out to this neighbor.  On June 27, 2016, Mrs. [redacted] wrote an email asking the homeowner if they were going to use Resolution Roofing and to please use this email as proof of the referral.  The major problem with this is that by June 27th we had already completed the roof installation.  I started speaking with this neighbor back in May at which time he mentioned he got my number from a sign across the street.  We signed the contract on June 13, 2016.  So taking into consideration that the neighbor never mentioned Mrs. [redacted] and that Mrs. [redacted] didn’t reach out to the neighbor until after the job was already completed I find it unfair to categorize this as a legitimate referral and thus I cant reward it as such.  The 2nd customer that Mrs. [redacted] is trying to receive credit for never mentioned her as the referral, there is no direct email or evidence that confirms him agreeing to the referral and plus he mentioned again that he saw one of our signs across the street.  In addition, we did not complete this roof until July of 2016.  Without the customer mentioning a direct person as a referral it is very difficult to confirm that he was influenced by a general email that was sent back in February.  In fact, we had another customer from a street over who we did his roof in January and he posted our company’s name in a community blog informing neighbors about us. If the customer doesn’t mention where he got our company’s information from, it is impossible to determine if it came from an email, yard sign, or from someone mentioning our name.  So without a direct connection to a referral and taking into consideration the facts on how we acquired the business of these two customers I can not credit Mrs. [redacted] for these two customers.  IF that was the case, I would have to credit Mrs. [redacted] for every house we have done since February and that would be unfair to us, to our referral program, and to every wonderful customer who has helped us within the rules of our program.  Although I could not credit Mrs. [redacted] for either one of these customers, I did offer Mrs. [redacted] a $150GC as a token of our appreciation for taking the time to writing a good review about our company.

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.  
[Provide details of why you are not satisfied with this resolution.]The dishonesty is frustrating. -The referral email to party #1 was sent in February and the job was in June. I also have confirmation from this party IN WRITING. (They were shocked that they Resolution Roofing did not pay the referral)-I was the one that gave the contact information for the 2nd part directly to  Resolution Roofing! I MADE THE connection and called Jaime on his cell phone and can provide the phone records. He knows this and previously acknowledged this. The 2nd party was approached by an internal employee who was trying to do a deal at the side and I REPORTED this to Jaime and encouraged the 2nd party to go directly through Jaime. It is very sad that employees cannot trust Resolution Roofing as a company to take care of them fairly, and feel like they need to deals at the side to earn a living. The company morale reflects unscrupulous, unethical behavior and while it is unfortunate that employees have no loyalty , it is evident why.This company does not deserve a Revdex.com rating at all.
Regards,
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