New Bedford Video Repair

I apologize again to [redacted] that we had access issues due to a retaining wall he has, we cannot lift the machine over retaining walls. While we were at the property we contacted [redacted] and explained this to hime and proceeded to provide service to the rest of the lawn. We have had multiple...

conversations  with [redacted] about this and tried our very best to resolve the issue. We offered a refund since we could not provide the service in entirety but [redacted] stated he already put a stop payment on his check. I explained to [redacted] that should the check go through, we would issue a refund, but we will not be charging him since we would not complete the whole service. But from the moment we were at the property on 9/20/17 and until our last conversation on 9/26/17, we have apologized and explained we cannot lift machines over retaining walls, its just not physically possible for us. As stated on the phone, there will be no charge for the services we were able to provide. Thank you for taking the time to provide your feedback and I really hope you understand the situation as we've tried to explain it. Thank you.~[redacted]~

Complaint: [redacted]
I am rejecting this response because: I discussed this problem with Miss [redacted] at length last spring and she conveniently does not recall it. I can only surmise that she has so many complaints to process that it gets tough to remember. She kept claiming that she sent a crew back out to perform the aeration in the backyard , which they couldn't access so they had fixed my concern for free. They accepted and cashed a check for $80 for the services not originally performed and she kept calling and emailing me after I requested she desist, wanting me to say she's right and I'm wrong and wanted an apology for wasting her valuable time. Sorry, but have been in sles and customer service myself for years and never found it to be good practice to further irritate and already irritated customer. I find their phone calls and flyers taped to my door, and picking up flyers blown off of neighbors doors to be a continued annoyance.If I find more loose flyers blowing about my property, I will contact the city about littering as it seems a simple verbal request goes nowhere with this company!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Unfortunately, it’s too little too late.  I purchased fertilizer and seed and have completed it on my own.
Sincerely,
[redacted]

[redacted], you and I have spoken about this situation and I agree that we dropped the ball and did not give you our best customer service. As I indicated on the phone, we would definitely be researching how so many mistakes happened and be sure to correct them so that it does not happen again. I know...

I've apologized over and over on the phone and in email, but once again, I'm so very sorry we let you down and did not meet your expectations. As I indicated on the phone and in emails, we are not charging you for the services rendered since you were not happy with the services. I'm not sure what else I can do for you besides that, but I am happy to continue discussions regarding this situation. Just give me a call at ###-###-####. In the meantime, we have waived the fee for services rendered. I thank you for all of the feedback you provided and allowing us to take care of your complaint.

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.
Sincerely,
[redacted]

I'm very sorry to hear there have been issues in getting your service done. You schedule a liquid aeration fertilizer and free plug aeration service. We provided the liquid aeration and fertilizer but our technician failed to provide the free plug aeration. You sent us an email letting us know and...

in the email stated we were not allowed on the property. We are happy to go out and provide the free plug aeration, once we have permission to go on your property and get it completed. I believe this is just a case of miscommunication but we are happy to get this resolved for you. Please contact customer service at [redacted] to get setup with a date for your free plug aeration.

Complaint: [redacted]
I am rejecting this response because: I would like the grass seed applied and I would like credit for the window cleaning.  There was no attempt to notify us of any work that needed to be done on our part to get the window cleaning done.
Sincerely,
[redacted]

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. This will be satisfactory to us if a complete redo is done. We have no idea which/how many vents were actually done. We know of two and suspect a third was not done, and if that is the case, have no clue how many more were skipped/left undone. We would like to set this up when [redacted] is present. Thank you.
Sincerely,
[redacted]

Mr. [redacted], I apologize for any dissatisfaction with the aeration service you received. In regards to the services rendered, you claim you did not speak to a manager, but you and I speak on 11/20/15 on the original day of service. When we spoke you indicated that you watched the technician...

provide service and you did not think he applied enough liquid aeration and fertilizer. Because your satisfaction is very important to us, I was happy to offer to send a different technician out there to perform the service again, making sure that with a 2nd application, you would receive plenty of liquid aeration and fertilization service. So on 11/23/15 we went to your home and provided the service a second time. I feel that our offer to go to your home to provide service again was a very generous offer. We did not hear back from you when we followed up to make sure you were now happy with the service. This is the first time we have heard from you since providing services, and I'm assuming it is because you received an invoice for services rendered. I'm happy to discuss payment options so we can get this resolved for you, we just ask that you give us a call to discuss any concerns you may have. As we have already shown, we will always make every reasonable attempt at trying to resolve your issue, as your satisfaction is very important to us. In regards to Revdex.com members using the Revdex.com logo, we are Revdex.com members, you would need to discuss their policies for Revdex.com members with them.I look forward to getting this resolved for you, please give me a call at ###-###-#### to discuss a resolution to your complaint, as it does not specify (besides Revdex.com member logo use) exactly how I can resolve this but I will make every reasonable attempt at getting you taken care of.

I am very sorry to hear of your experience. I spoke with the technician who states he provided the work, but if you were unhappy with the work provided he would be happy to go back out. In the meantime, I have waived the fee for services rendered. If there is anything else I can do for you, please...

let me know. And anytime you have any questions, comments or concerns, just contact the business and ask for a manager, and they will always get you taken care of. Thank you for taking the time to provide your feedback.

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.
Sincerely,
[redacted]

I am very sorry you are now not happy with the service we provided. You stated you were happy with the service after completion, the technician stated there were no comments made to him with any concerns, but now you are unhappy. I have issued a$40 refund, it has been mailed. If you do not receive by the end of the week, let me know and I will issue a new $40 refund check. Also note, we never stated we have never had a complaint in twenty years, that is a complete fabrication and I would never state that, although, I wish that could be the case for any company. But please know, we make every reasonable attempt at resolving a customers issue. Since you signed that you were happy, but have since changed your mind, in an attempt to resolve the issue, I would be happy to send a technician out to do the carpet cleaning service again, at no additional charge. I feel that is a fair and reasonable solution. Again, I'm sorry you are no longer happy with the service provided, I do look forward to getting this resolved for you.

Thank you for the feedback in regards to our advertising. I will pass this information on to the owner of the company so he is aware of your feedback. I'm sorry for any inconvenience.

Complaint: [redacted]
I am rejecting this response because: On November 10, 2016, Mile High agreed through the Revdex.com to accept $39.00 as payment in full. However, Mile High continues on a daily basis to bill me for $79.00 plus a $15.00 late fee. Multiple emails to Mile High have gone unanswered.
Since I have wasted untold hours dealing with this business, I expect my bill to be cancelled.
Sincerely,
[redacted]

Thank you for the feedback. I apologize for your dissatisfaction with our marketing distribution. We use several different companies in the Denver Metro area for our flyer distribution and have notified them all of your request. If there is anything else I can do for you, please let me know.

I apologize for any confusion regarding the coupons and that our explanation made you think "too bad" as that was not what we were saying at all. On the coupon it states "Can not be combined with any other offers, discounts or coupons". We explained that since she took the upgrade offer, she could...

not use the coupon as well. I do not at ALL feel like we are scamming when the print says very clearly it could not be used. In attempt to resolve this issue Ive waived the $10 fee, but do hope that going forward, the customer notices on coupons the print like that, as we are not the only company that puts that on their coupons, but were probably the only coupon that would give in and waive the fee.

I'm very sorry to hear you were not happy with the service you received and how you interpreted how things happened. Your satisfaction is very important to us, and I apologize you state you are not happy with the work we provided. If you are not happy with the aeration fertilizer and overseeding we...

would be happy to come out and do the service again for you, not willing to do it for free, but happy to come out and do it again or settle for a 50% discount for the services that were provided since you are stating you were not happy with the work. In regards to the air duct cleaning, per the contract, you opted to have 10 vents cleaned and paid just $80 ($79 for up to 10 vents). You signed that you were satisfied with the service, but if you are not happy with the cleaning of the 10 vents, we are happy to go back out and do the service again for you. Again, my apologies you were not happy with any work we provided for you, but do appreciate you taking the time to provide feedback. I do hope you consider our offers of resolution and allow us the opportunity to resolve these issues for you. Also, if you need a copy of the paperwork for air duct cleaning you signed stating you were happy with the work provided, please let me know, Im happy to email a copy to you. Thank you.

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.
For what it's worth, I only began to ask for a refund when I contacted the Revdex.com. I never mentioned a refund to [redacted]. What I originally wanted is what you are now offering ("to come out and do the service again, at no additional charge") as was mentioned when I first made the appointment back on 5/4. Please contact me to let me know when you will be re-preforming the service so that I can properly prepare the lawn again.
Sincerely,
[redacted]

I apologize for our error in scheduling the wrong service, this is the first we have heard this happened. If you ever have a question comment or concern, all you have to do is call the company, and a reputable company will address the issue right away. Again, my apologies, we did not realize you...

wanted plug aeration instead of liquid aeration. We even sent a confirmation email on 6/7/2017 at 3:31:14 confirming your order, we try our very best to avoid errors but understand sometimes they happen, but if you let us know, we will always make every reasonable attempt at resolving your issue. Even though we did confirm your order and did complete the service as we thought it was ordered, Ive gone ahead and waived the fee for services rendered in an attempt to resolve this issue. If there is anything else we can do, just contact us at [redacted], were happy to address any issues you may have. I will email you a $0 balance to your email to verify the work we did is FREE! Thank you, have a great day! ~[redacted]!

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.  There will be no charge to me of $79 dollars.  See attached invoice.
Sincerely,
[redacted]