Response to the complaint letter of 2/6/2017 ID [redacted]Window Gang in San Antonio is located at [redacted], San Antonio, Texas We have no idea who Norman Ward is . Please make the necessary corrections. You have gone a very long way to get to our company here in San...
Antonio. Our phone number is ([redacted]) [redacted]-[redacted].We completed an estimate of service with this customer on 12/12/2016. This was a problematic job request due to the requirements of the customer wanting us to do things that presented safety issues for the workers. We understand concerns regarding wood floors and carpeting in homes as we have been doing this in San Antonio for over 13 years. The request was to use tarps under the ladder feet on polished wood floors. Not a safe condition given the ladders can and most probably will slip from under the worker on the ladder. We came to the agreement that we would place tarps on the floor beneath the work area but ladders would not be on the tarp. All our ladders have protective rubber feet. The customer was insistent that we would be responsible for issues regarding the floors. The second issue was that the customer insisted on a date that was not available in the schedule, 12/23 and we placed them on a wait list for this date if an opening occurred. We did however schedule a firm date for their service on January 13, 2017. When our scheduler called to advise, we had no customer work cancellations and would not be able to do the 12/23/2016 job, she was severely chastised by the customer for not meeting their request. Again we advised that the 12/23 date was only available if we had had a cancellation and that didn’t happen, and that January 13, 2017 was the date we had scheduled for them. On January 13,2017 the crew went to the home for the job and attempted to contact the customer for the work assigned that day. There was no answer at the door, and no answer to the phone calls from the crew cell phones. The crew advised the office of the lack of response and the office called to see if we could get an answer. We do this as the telephones in the office sent a caller ID for our company and the cell phones with the crews don’t . Many customers don’t answer an unknown number. The customer did answer the office and told us forget the work as they decided to go out of town and forgot to let us know.We asked if they wanted to reschedule and we were told they would get back to us if they decided to do that. We also advised that we like many service companies, doctors, plumbers, electricians, etc have a cancellation fee for non- notification or cancellation of the work if the notification is less than 24 hours from the scheduled work date and time. They were very aloof at this point and told us do what we think is right and that they would never use us again. We sent an invoice to them on the afternoon of January 13,2017 for the service cancellation fee, and we did a follow up collection call on January 26,2017 as payment is due on receipt.This customer never reached out to us to discuss the cancellation fee issue and in fact went straight to the Revdex.com for resolution. We have been in this area for over 13 years and our record of service with our customers, with the Revdex.com and other companies is exemplary and fees of this type are not out of the ordinary when cancellations occur without notification by the party doing the cancellation.
Response to the complaint letter of 2/6/2017 ID [redacted]Window Gang in San Antonio is located at [redacted], San Antonio, Texas We have no idea who Norman Ward is . Please make the necessary corrections. You have gone a very long way to get to our company here in San...
Antonio. Our phone number is ([redacted]) [redacted]-[redacted].We completed an estimate of service with this customer on 12/12/2016. This was a problematic job request due to the requirements of the customer wanting us to do things that presented safety issues for the workers. We understand concerns regarding wood floors and carpeting in homes as we have been doing this in San Antonio for over 13 years. The request was to use tarps under the ladder feet on polished wood floors. Not a safe condition given the ladders can and most probably will slip from under the worker on the ladder. We came to the agreement that we would place tarps on the floor beneath the work area but ladders would not be on the tarp. All our ladders have protective rubber feet. The customer was insistent that we would be responsible for issues regarding the floors. The second issue was that the customer insisted on a date that was not available in the schedule, 12/23 and we placed them on a wait list for this date if an opening occurred. We did however schedule a firm date for their service on January 13, 2017. When our scheduler called to advise, we had no customer work cancellations and would not be able to do the 12/23/2016 job, she was severely chastised by the customer for not meeting their request. Again we advised that the 12/23 date was only available if we had had a cancellation and that didn’t happen, and that January 13, 2017 was the date we had scheduled for them. On January 13,2017 the crew went to the home for the job and attempted to contact the customer for the work assigned that day. There was no answer at the door, and no answer to the phone calls from the crew cell phones. The crew advised the office of the lack of response and the office called to see if we could get an answer. We do this as the telephones in the office sent a caller ID for our company and the cell phones with the crews don’t . Many customers don’t answer an unknown number. The customer did answer the office and told us forget the work as they decided to go out of town and forgot to let us know.We asked if they wanted to reschedule and we were told they would get back to us if they decided to do that. We also advised that we like many service companies, doctors, plumbers, electricians, etc have a cancellation fee for non- notification or cancellation of the work if the notification is less than 24 hours from the scheduled work date and time. They were very aloof at this point and told us do what we think is right and that they would never use us again. We sent an invoice to them on the afternoon of January 13,2017 for the service cancellation fee, and we did a follow up collection call on January 26,2017 as payment is due on receipt.This customer never reached out to us to discuss the cancellation fee issue and in fact went straight to the Revdex.com for resolution. We have been in this area for over 13 years and our record of service with our customers, with the Revdex.com and other companies is exemplary and fees of this type are not out of the ordinary when cancellations occur without notification by the party doing the cancellation.