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 As I stated earlier (accompanied by documentation) the service was not performed in a timely manner and was nowhere near complete as claimed by the merchantAdditionally my documentation also illustrates how the merchant has misstated the fact and at times blatantly lied in their responseI am still willing to pay the merchant $ for partial work doneSo I am expecting a refund of $instead of $1,that I had originally requestedIf the merchant is unwilling to accept this resolution I will need to escalate this issue through other channels Regards, Abhishek [redacted]
On June 19, 2014, at approximately 12:45pm, our company, 'New Wave Property Service, LLC', was requested to perform service for the complainant, [redacted] , of aeration and seeding for his residential address which I believe you have the information for. A standard procedure of providing an estimate for this service to the customer, including the pricing, line items for the services requested, and the agreement (service contract) were all present on this estimate. After the estimate/quote is carefully gone over by the customer, there is an area where they are to sign after the agreement has been made. In the area where the customer is to sign the agreement, there is a section in plain print where it states that if the customer making a request for service decides to cancel for any reason, he/she has 5 days to do so, and at that point will receive a full refund. This agreement was signed by Mr. [redacted] As a company, we then require a half down payment and then half on completion of service provided. The total of the contracted estimate was $310.50. At this point the customer released a payment of $150.00, which was a sufficient down payment for service. During the Spring season our company, and throughout the year for that matter, our company is contracted to perform service for numerous customers ranging from residential to large commercial properties. The work that we perform, for every customer, is very important to us. When scheduling a customer for work it is a first come, first served basis. Once the customer releases a down payment (normally half down) it secures their work on the schedule. Unfortunately, in some occasions, due to rain, tornadoes, wind and other serious weather, the schedule has to be pushed back because stopped work, or other contracted customers who are scheduled prior to other customers needing to be completed first. Mr. [redacted] was made aware of this type of situation, but seemed to be unreasonable in his response. When Mr. [redacted] requested work, at that time period, we were scheduled out for several weeks. We as a company understand that every customer wants their work completed as quickly as possible, and we try to do that. The customer in this case was told that we were scheduled out to a certain point, and that we could get him scheduled approximately three weeks from his request for service. Mr. [redacted] was unhappy with this time period and asked for service even sooner. One of our representatives told him that is we could find a date that was any sooner, that we would give him a call to let him know. Originally, Mr. [redacted] was scheduled for service on Friday, July 11, 2014. Due to the reasons above, work was not able to be performed at that time. Mr. [redacted] was made aware of this situation, and was informed that the work would be performed on the following business day, Monday, July 14, 2014. Mr. [redacted] then became unreasonable and told our representative that he wanted to cancel service at that time. Mr. [redacted] was told that his estimate/contract clearly stated that if he wished to cancel service, it needed to be within 5 days of signing the contract. The customer was told that the problem would be resolved by the next business day (Monday, July 14, 2014). On the next business morning, Monday, July 14, 2014, our company had sent a crew to complete the service was requested by teh customer. GPS records of the vehicle that was used by our trusted and skilled crew confirmed that they were at the customers residence for the appropriate amount of time to perform the work. Work orders were received by the crew stating that the work was complete. At that time Mr. [redacted] 's on file credit was charged for the second half of the service. In our eyes the customer's problem had been resolved. Mr. [redacted] contacted our company via email during the business day to let us know that he did not want to reschedule and wanted a full refund. The customer was informed that a refund was impossible due to our crew completing the work. Mr. [redacted] was also informed again that if service was to be cancelled it needed to be within 5 days of signing the contract. Again, this is clearly printed on the estimate that is to be signed by the customer upon agreement. Meaning, Mr. [redacted] had previously agreed to the terms. After speaking with our representative on July 14th, Mr. [redacted] requested a refund again. Our company agreed to $100.00 off of his final bill because we understood that he was unhappy with the time period in which the work was performed, which he accepted. Some time later the customer disputed the credit card charges linked to the service that was performed. We responded to the dispute, and after the credit card company carefully reviewed the claim, the dispute was declined by the credit card company. The claim was unreasonable due to the work being performed and because the contract signed showed that the customer was in agreement with the terms. We are puzzled by this daim against us to you, the RevDex.com. Obviously Mr. [redacted] is still unhappy with the time period of service, but making a claim that has been settled in the past has just become slander at this point. Thank You For your Time in This Matter, Management Team, New Wave Property Service (317) 557-5001
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 belowAttached with this message you will find (Email #9) that I had offered the merchant $for the claimed service they provided on July 14thThe merchant did not agree to this resolutionI attempted this resolution even before disputing the charges with my credit card company and approaching the Revdex.com.
In the attached documentation you will that I have detailed out the timeline of events that led up to this issueIn the timeline you will observe the following points that conflict with the merchant's claim:
Unreliable schedulingThe merchant on two occasions was unable to live up to their promised scheduleIn the second occasion the merchant had only notified me hours in advance that they were planning to work on the yard the next dayThis goes contrary to the merchant's claim that they had notified me way ahead of time that they had pushed back the scheduleI will also challenge the merchant to produce any documentation addressed to me that supports their claim that I was notified of scheduling issues
The merchant has claimed that I was unreasonable with the provided schedule from the get goAs you will notice in the email chains, it was not until they failed to deliver on July 11th that I requested a refundAt this point I had also let the merchant know that I did not want their services anymore because they failed to live up to their timelineEven after they thrust a shabby service on me on July 14th I was willing to compensate them $100.
As this documentation is distributed in the public domain I cannot publicize my credit card statements but if needed I can provided supporting documentation that conflicts with two other claims made by the merchant:
I was charged the remaining balance for the service even before the claimed service on July 14th
No amount was credit back to my credit card as the merchant claims.
Regards,
*** ***
As stated on August 8, 2014... Mr. [redacted] contacted our offices for service. Aeration and seeding, to be exact. Mr. [redacted] was sent an estimate (#[redacted]). Which was sent to the Revdex.com on August 8, 2014, along with GPS reports proving that our crew was out at the above said residence for the proper amount of time that it takes to perform the service requested, as well as the "resolution report" from MasterCard showing that Mr. [redacted]'s claim was non-founded. After Mr. [redacted] received the estimate and signed it in agreement with the terms. The proposal that was signed clearly states that, after 5 days of signing any deposit is non-refundable. On July 14, 2014, the work was completed and Mr. [redacted]'s card was processed for the remainder of the balance owed. After Mr. [redacted] had complained, our company offered him a $100 credit to his card. Our company is still offering him the $100 credit, but Mr. [redacted] states instead, that he wants the entire amount of the service contract refunded. As stated before, the work was completed to satisfactory standards. Mr. [redacted] was unpleased due to the service not being completed as quickly as he wanted. Nowhere in the proposal that was signed did it state that a refund would be given if the customer was not serviced on or by the date that he requested. During the Spring/Summer season, especially, ANY landscape companies schedule is a mess due to it being a rainy/stormy season. We apologize to every customer on our schedule when they have to be pushed to another day, or even week, because of rain or storms. That part of our business is out of our control. Again, we apologize to Mr. [redacted] for the weather that pushed his work back further than he wanted. But, the fact of the matter remains that the work was completed, and done to satisfactory standard. The contracted amount owed for the work was collected from a credit card that was provided to us by the customer. We are still offering the customer a credit to his card of: $100. Hopefully this will resolve the matter. Thank You, ManagementNew Wave Property Service
On Wednesday 6/8/2016 I was sitting in a grassy area fronting a local business. An employee of New Wave came around the corner on a riding mower. The person headed straight towards me, neither turning off his blades, slowing down or stopping. Before I had the chance to get out of the way, in fact I was still trying to stand up, he drove behind me trying to squeeze between me and a large shrub, coming within two feet of me, so close that I could have reached out and grabbed his arm. The grass clippings, rocks, mulch and sticks from the mower hit the back of my legs and lower back area. I yelled at the person to stopped but he continued another 15 to 20 feet before stopping, looking at me and raising his hands. I motioned to him to come over but he continued cutting the grass, I tried a couple of more times to get him to stop but he would just ride around me. I located the supervisor on site named Antonio, who called the driver over, they spoke in Spanish for a few moments and that was it. I asked Antonio if the driver was going to apologize, I got no reply from Antonio or the driver. I called the number on their truck and spoke to Mindy who didn't seem any more concerned about what happened. She related that the employee in question told his supervisor and her that he approached me on the mower, stopped and asked me to move and that I refused. I then spoke to Jeremy who related that he was the President of the company. He related that the driver probably didn't stop when I waved him down because he doesn't speak English and that Antonio has to translate for him. I then asked Jeremy how could he have asked me to move if he doesn't speak English? Jeremy had no reply. The bottom line is this is an employee who showed no concern for anyone's safety and after a dangerous incident where someone could have been seriously injured showed no interest in even apologizing. Worse yet he lies about the incident to his superiors who believe that a non English speaking person stopped his mower and asked me to move. How did he ask me in Spanish? And why would a person not get out of the way of a lawn mower.
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. As I stated earlier (accompanied by documentation) the service was not performed in a timely manner and was nowhere near complete as claimed by the merchant. Additionally my documentation also illustrates how the merchant has misstated the fact and at times blatantly lied in their response. I am still willing to pay the merchant $100 for partial work done. So I am expecting a refund of $200 instead of $1,308 that I had originally requested. If the merchant is unwilling to accept this resolution I will need to escalate this issue through other channels.
Regards,
Abhishek [redacted]
mso-position-horizontal-relative: page; mso-position-vertical-relative: page" strokeweight="1.2pt" to="163.75pt,167.05pt" from="27.6pt,167.05pt">On June 19, 2014, at approximately 12:45pm, our company, 'New Wave Property Service, LLC', was requested to perform service for the complainant, [redacted], of aeration and seeding for his residential address which I believe you have the information for. A standard procedure of providing an estimate for this service to the customer, including the pricing, line items for the services requested, and the agreement (service contract) were all present on this estimate. After the estimate/quote is carefully gone over by the customer, there is an area where they are to sign after the agreement has been made. In the area where the customer is to sign the agreement, there is a section in plain print where it states that if the customer making a request for service decides to cancel for any reason, he/she has 5 days to do so, and at that point will receive a full refund. This agreement was signed by Mr. [redacted] As a company, we then require a half down payment and then half on completion of service provided. The total of the contracted estimate was $310.50. At this point the customer released a payment of $150.00, which was a sufficient down payment for service.
During the Spring season our company, and throughout the year for that matter, our company is contracted to perform service for numerous customers ranging from residential to large commercial properties. The work that we perform, for every customer, is very important to us. When scheduling a customer for work it is a first come, first served basis. Once the customer releases a down payment (normally half down) it secures their work on the schedule. Unfortunately, in some occasions, due to rain, tornadoes, wind and other serious weather, the schedule has to be pushed back because stopped work, or other contracted customers who are scheduled prior to other customers needing to be completed first. Mr. [redacted] was made aware of this type of situation, but seemed to be unreasonable in his response. When Mr. [redacted] requested work, at that time period, we were scheduled out for several weeks. We as a company understand that every customer wants their work completed as quickly as possible, and we try to do that. The customer in this case was told that we were scheduled out to a certain point, and that we could get him scheduled approximately three weeks from his request for service. Mr. [redacted] was unhappy with this time period and asked for service even sooner. One of our representatives told him that is we could find a date that was any sooner, that we would give him a call to let him know.
Originally, Mr. [redacted] was scheduled for service on Friday, July 11, 2014. Due to the reasons above, work was not able to be performed at that time. Mr. [redacted] was made aware of this situation, and was informed that the work would be performed on the following business day, Monday, July 14, 2014. Mr. [redacted] then became unreasonable and told our representative that he wanted to cancel service at that time. Mr. [redacted] was told that his estimate/contract clearly stated that if he wished to cancel service, it needed to be within 5 days of signing the contract. The customer was told that the problem would be resolved by the next business day (Monday, July 14, 2014).
On the next business morning, Monday, July 14, 2014, our company had sent a crew to complete the service was requested by teh customer. GPS records of the vehicle that was used by our trusted and skilled crew
confirmed that they were at the customers residence for the appropriate amount of time to perform the work. Work orders were received by the crew stating that the work was complete. At that time Mr. [redacted]'s on file credit was charged for the second half of the service. In our eyes the customer's problem had been resolved. Mr. [redacted] contacted our company via email during the business day to let us know that he did not want to reschedule and wanted a full refund. The customer was informed that a refund was impossible due to our crew completing the work. Mr. [redacted] was also informed again that if service was to be cancelled it needed to be within 5 days of signing the contract. Again, this is clearly printed on the estimate that is to be signed by the customer upon agreement. Meaning, Mr. [redacted] had previously agreed to the terms.
After speaking with our representative on July 14th, Mr. [redacted] requested a refund again. Our company agreed to $100.00 off of his final bill because we understood that he was unhappy with the time period in which the work was performed, which he accepted. Some time later the customer disputed the credit card charges linked to the service that was performed. We responded to the dispute, and after the credit card company carefully reviewed the claim, the dispute was declined by the credit card company. The claim was unreasonable due to the work being performed and because the contract signed showed that the customer was in agreement with the terms. We are puzzled by this daim against us to you, the Revdex.com. Obviously Mr. [redacted] is still unhappy with the time period of service, but making a claim that has been settled in the past has just become slander at this point.
Thank You For your Time in This Matter,
Management Team,
New Wave Property Service
(317) 557-5001
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 As I stated earlier (accompanied by documentation) the service was not performed in a timely manner and was nowhere near complete as claimed by the merchantAdditionally my documentation also illustrates how the merchant has misstated the fact and at times blatantly lied in their responseI am still willing to pay the merchant $ for partial work doneSo I am expecting a refund of $instead of $1,that I had originally requestedIf the merchant is unwilling to accept this resolution I will need to escalate this issue through other channels Regards, Abhishek [redacted]
On June 19, 2014, at approximately 12:45pm, our company, 'New Wave Property Service, LLC', was requested to perform service for the complainant, [redacted] , of aeration and seeding for his residential address which I believe you have the information for. A standard procedure of providing an estimate for this service to the customer, including the pricing, line items for the services requested, and the agreement (service contract) were all present on this estimate. After the estimate/quote is carefully gone over by the customer, there is an area where they are to sign after the agreement has been made. In the area where the customer is to sign the agreement, there is a section in plain print where it states that if the customer making a request for service decides to cancel for any reason, he/she has 5 days to do so, and at that point will receive a full refund. This agreement was signed by Mr. [redacted] As a company, we then require a half down payment and then half on completion of service provided. The total of the contracted estimate was $310.50. At this point the customer released a payment of $150.00, which was a sufficient down payment for service. During the Spring season our company, and throughout the year for that matter, our company is contracted to perform service for numerous customers ranging from residential to large commercial properties. The work that we perform, for every customer, is very important to us. When scheduling a customer for work it is a first come, first served basis. Once the customer releases a down payment (normally half down) it secures their work on the schedule. Unfortunately, in some occasions, due to rain, tornadoes, wind and other serious weather, the schedule has to be pushed back because stopped work, or other contracted customers who are scheduled prior to other customers needing to be completed first. Mr. [redacted] was made aware of this type of situation, but seemed to be unreasonable in his response. When Mr. [redacted] requested work, at that time period, we were scheduled out for several weeks. We as a company understand that every customer wants their work completed as quickly as possible, and we try to do that. The customer in this case was told that we were scheduled out to a certain point, and that we could get him scheduled approximately three weeks from his request for service. Mr. [redacted] was unhappy with this time period and asked for service even sooner. One of our representatives told him that is we could find a date that was any sooner, that we would give him a call to let him know. Originally, Mr. [redacted] was scheduled for service on Friday, July 11, 2014. Due to the reasons above, work was not able to be performed at that time. Mr. [redacted] was made aware of this situation, and was informed that the work would be performed on the following business day, Monday, July 14, 2014. Mr. [redacted] then became unreasonable and told our representative that he wanted to cancel service at that time. Mr. [redacted] was told that his estimate/contract clearly stated that if he wished to cancel service, it needed to be within 5 days of signing the contract. The customer was told that the problem would be resolved by the next business day (Monday, July 14, 2014). On the next business morning, Monday, July 14, 2014, our company had sent a crew to complete the service was requested by teh customer. GPS records of the vehicle that was used by our trusted and skilled crew confirmed that they were at the customers residence for the appropriate amount of time to perform the work. Work orders were received by the crew stating that the work was complete. At that time Mr. [redacted] 's on file credit was charged for the second half of the service. In our eyes the customer's problem had been resolved. Mr. [redacted] contacted our company via email during the business day to let us know that he did not want to reschedule and wanted a full refund. The customer was informed that a refund was impossible due to our crew completing the work. Mr. [redacted] was also informed again that if service was to be cancelled it needed to be within 5 days of signing the contract. Again, this is clearly printed on the estimate that is to be signed by the customer upon agreement. Meaning, Mr. [redacted] had previously agreed to the terms. After speaking with our representative on July 14th, Mr. [redacted] requested a refund again. Our company agreed to $100.00 off of his final bill because we understood that he was unhappy with the time period in which the work was performed, which he accepted. Some time later the customer disputed the credit card charges linked to the service that was performed. We responded to the dispute, and after the credit card company carefully reviewed the claim, the dispute was declined by the credit card company. The claim was unreasonable due to the work being performed and because the contract signed showed that the customer was in agreement with the terms. We are puzzled by this daim against us to you, the RevDex.com. Obviously Mr. [redacted] is still unhappy with the time period of service, but making a claim that has been settled in the past has just become slander at this point. Thank You For your Time in This Matter, Management Team, New Wave Property Service (317) 557-5001
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 belowAttached with this message you will find (Email #9) that I had offered the merchant $for the claimed service they provided on July 14thThe merchant did not agree to this resolutionI attempted this resolution even before disputing the charges with my credit card company and approaching the Revdex.com.
In the attached documentation you will that I have detailed out the timeline of events that led up to this issueIn the timeline you will observe the following points that conflict with the merchant's claim:
Unreliable schedulingThe merchant on two occasions was unable to live up to their promised scheduleIn the second occasion the merchant had only notified me hours in advance that they were planning to work on the yard the next dayThis goes contrary to the merchant's claim that they had notified me way ahead of time that they had pushed back the scheduleI will also challenge the merchant to produce any documentation addressed to me that supports their claim that I was notified of scheduling issues
The merchant has claimed that I was unreasonable with the provided schedule from the get goAs you will notice in the email chains, it was not until they failed to deliver on July 11th that I requested a refundAt this point I had also let the merchant know that I did not want their services anymore because they failed to live up to their timelineEven after they thrust a shabby service on me on July 14th I was willing to compensate them $100.
As this documentation is distributed in the public domain I cannot publicize my credit card statements but if needed I can provided supporting documentation that conflicts with two other claims made by the merchant:
I was charged the remaining balance for the service even before the claimed service on July 14th
No amount was credit back to my credit card as the merchant claims.
Regards,
*** ***
As stated on August 8, 2014... Mr. [redacted] contacted our offices for service. Aeration and seeding, to be exact. Mr. [redacted] was sent an estimate (#[redacted]). Which was sent to the Revdex.com on August 8, 2014, along with GPS reports proving that our crew was out at the above said residence for the proper amount of time that it takes to perform the service requested, as well as the "resolution report" from MasterCard showing that Mr. [redacted]'s claim was non-founded. After Mr. [redacted] received the estimate and signed it in agreement with the terms. The proposal that was signed clearly states that, after 5 days of signing any deposit is non-refundable. On July 14, 2014, the work was completed and Mr. [redacted]'s card was processed for the remainder of the balance owed. After Mr. [redacted] had complained, our company offered him a $100 credit to his card. Our company is still offering him the $100 credit, but Mr. [redacted] states instead, that he wants the entire amount of the service contract refunded. As stated before, the work was completed to satisfactory standards. Mr. [redacted] was unpleased due to the service not being completed as quickly as he wanted. Nowhere in the proposal that was signed did it state that a refund would be given if the customer was not serviced on or by the date that he requested. During the Spring/Summer season, especially, ANY landscape companies schedule is a mess due to it being a rainy/stormy season. We apologize to every customer on our schedule when they have to be pushed to another day, or even week, because of rain or storms. That part of our business is out of our control. Again, we apologize to Mr. [redacted] for the weather that pushed his work back further than he wanted. But, the fact of the matter remains that the work was completed, and done to satisfactory standard. The contracted amount owed for the work was collected from a credit card that was provided to us by the customer. We are still offering the customer a credit to his card of: $100. Hopefully this will resolve the matter. Thank You, ManagementNew Wave Property Service
On Wednesday 6/8/2016 I was sitting in a grassy area fronting a local business. An employee of New Wave came around the corner on a riding mower. The person headed straight towards me, neither turning off his blades, slowing down or stopping. Before I had the chance to get out of the way, in fact I was still trying to stand up, he drove behind me trying to squeeze between me and a large shrub, coming within two feet of me, so close that I could have reached out and grabbed his arm. The grass clippings, rocks, mulch and sticks from the mower hit the back of my legs and lower back area. I yelled at the person to stopped but he continued another 15 to 20 feet before stopping, looking at me and raising his hands. I motioned to him to come over but he continued cutting the grass, I tried a couple of more times to get him to stop but he would just ride around me. I located the supervisor on site named Antonio, who called the driver over, they spoke in Spanish for a few moments and that was it. I asked Antonio if the driver was going to apologize, I got no reply from Antonio or the driver. I called the number on their truck and spoke to Mindy who didn't seem any more concerned about what happened. She related that the employee in question told his supervisor and her that he approached me on the mower, stopped and asked me to move and that I refused. I then spoke to Jeremy who related that he was the President of the company. He related that the driver probably didn't stop when I waved him down because he doesn't speak English and that Antonio has to translate for him. I then asked Jeremy how could he have asked me to move if he doesn't speak English? Jeremy had no reply. The bottom line is this is an employee who showed no concern for anyone's safety and after a dangerous incident where someone could have been seriously injured showed no interest in even apologizing. Worse yet he lies about the incident to his superiors who believe that a non English speaking person stopped his mower and asked me to move. How did he ask me in Spanish? And why would a person not get out of the way of a lawn mower.
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. As I stated earlier (accompanied by documentation) the service was not performed in a timely manner and was nowhere near complete as claimed by the merchant. Additionally my documentation also illustrates how the merchant has misstated the fact and at times blatantly lied in their response. I am still willing to pay the merchant $100 for partial work done. So I am expecting a refund of $200 instead of $1,308 that I had originally requested. If the merchant is unwilling to accept this resolution I will need to escalate this issue through other channels.
Regards,
Abhishek [redacted]
mso-position-horizontal-relative: page; mso-position-vertical-relative: page" strokeweight="1.2pt" to="163.75pt,167.05pt" from="27.6pt,167.05pt">On June 19, 2014, at approximately 12:45pm, our company, 'New Wave Property Service, LLC', was requested to perform service for the complainant, [redacted], of aeration and seeding for his residential address which I believe you have the information for. A standard procedure of providing an estimate for this service to the customer, including the pricing, line items for the services requested, and the agreement (service contract) were all present on this estimate. After the estimate/quote is carefully gone over by the customer, there is an area where they are to sign after the agreement has been made. In the area where the customer is to sign the agreement, there is a section in plain print where it states that if the customer making a request for service decides to cancel for any reason, he/she has 5 days to do so, and at that point will receive a full refund. This agreement was signed by Mr. [redacted] As a company, we then require a half down payment and then half on completion of service provided. The total of the contracted estimate was $310.50. At this point the customer released a payment of $150.00, which was a sufficient down payment for service.
During the Spring season our company, and throughout the year for that matter, our company is contracted to perform service for numerous customers ranging from residential to large commercial properties. The work that we perform, for every customer, is very important to us. When scheduling a customer for work it is a first come, first served basis. Once the customer releases a down payment (normally half down) it secures their work on the schedule. Unfortunately, in some occasions, due to rain, tornadoes, wind and other serious weather, the schedule has to be pushed back because stopped work, or other contracted customers who are scheduled prior to other customers needing to be completed first. Mr. [redacted] was made aware of this type of situation, but seemed to be unreasonable in his response. When Mr. [redacted] requested work, at that time period, we were scheduled out for several weeks. We as a company understand that every customer wants their work completed as quickly as possible, and we try to do that. The customer in this case was told that we were scheduled out to a certain point, and that we could get him scheduled approximately three weeks from his request for service. Mr. [redacted] was unhappy with this time period and asked for service even sooner. One of our representatives told him that is we could find a date that was any sooner, that we would give him a call to let him know.
Originally, Mr. [redacted] was scheduled for service on Friday, July 11, 2014. Due to the reasons above, work was not able to be performed at that time. Mr. [redacted] was made aware of this situation, and was informed that the work would be performed on the following business day, Monday, July 14, 2014. Mr. [redacted] then became unreasonable and told our representative that he wanted to cancel service at that time. Mr. [redacted] was told that his estimate/contract clearly stated that if he wished to cancel service, it needed to be within 5 days of signing the contract. The customer was told that the problem would be resolved by the next business day (Monday, July 14, 2014).
On the next business morning, Monday, July 14, 2014, our company had sent a crew to complete the service was requested by teh customer. GPS records of the vehicle that was used by our trusted and skilled crew
confirmed that they were at the customers residence for the appropriate amount of time to perform the work. Work orders were received by the crew stating that the work was complete. At that time Mr. [redacted]'s on file credit was charged for the second half of the service. In our eyes the customer's problem had been resolved. Mr. [redacted] contacted our company via email during the business day to let us know that he did not want to reschedule and wanted a full refund. The customer was informed that a refund was impossible due to our crew completing the work. Mr. [redacted] was also informed again that if service was to be cancelled it needed to be within 5 days of signing the contract. Again, this is clearly printed on the estimate that is to be signed by the customer upon agreement. Meaning, Mr. [redacted] had previously agreed to the terms.
After speaking with our representative on July 14th, Mr. [redacted] requested a refund again. Our company agreed to $100.00 off of his final bill because we understood that he was unhappy with the time period in which the work was performed, which he accepted. Some time later the customer disputed the credit card charges linked to the service that was performed. We responded to the dispute, and after the credit card company carefully reviewed the claim, the dispute was declined by the credit card company. The claim was unreasonable due to the work being performed and because the contract signed showed that the customer was in agreement with the terms. We are puzzled by this daim against us to you, the Revdex.com. Obviously Mr. [redacted] is still unhappy with the time period of service, but making a claim that has been settled in the past has just become slander at this point.
Thank You For your Time in This Matter,
Management Team,
New Wave Property Service
(317) 557-5001