Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePatio Systems made the refund as Mr*** relates in his reply, but he never communicated that to me and the credit did not show on my on-line statement for at least a week, at which point I assumed it was a result of my chargeback Having heard nothing from *** during that period I initiated the complaint to the Revdex.com, given the obvious breach in service and his refusal to return my deposit He has since belatedly apologized for his arrogant behavior and we have mutually closed the dispute with a resolve for lessons learned.
Regards,
*** ***
Answer to complaint: I am sorry that there has been an unfortunate misunderstanding between Mr. [redacted] and myself. My company has not had a Revdex.com complaint in over 11 years and we average about 400 sunroom and awning installations each year – so thousands...
of jobs since I founded the company in 2001. The most relevant thing to explain is that I had my bookkeeper refund his credit card deposit on the next business day, Monday August 22nd since she was on her way out the door on Friday the 19th when all the disagreement occurred (Copy of the refund is attached). He must not have received notice from his bank that this had been done as I thought would occur since he had contested the charge. This refund was completed before he filed his complaint with you. As to point 1, a contact was signed between our salesman, [redacted] and Mr. [redacted] for the purchase of a retractable awning (attached). Our contract clearly states an approximate delivery time of three to four weeks. No promise of the internal date of ordering by us from our manufacturer was given, nor has any bearing on the promise date of installation. It was made clear to Mr. [redacted] by our salesman that someone from my company would be in touch with him to schedule a secondary measure. We do this on every order that our salesman contracts since his job is to measure for pricing only. Most organizations such ours have sales people with various levels of experience but rarely is the responsibility of the details left to the sales force. This remeasure is done either by me or my project manager and is for the customer’s protection as well as ours. There are several issues must be noted for the proper installation and operation of a retractable awning. Such details as size limitations, obstructions that may interfere with the extension of the awning, electrical wiring feed location which determines motor location, other special parts considerations such as wire molding or Azek block shims. Then there is the type and color of the siding so we can coordinate the color of caulk used to seal the mounting brackets and the hole where the electric wire enters the house. All awning remeasures are taken with in the first two weeks after the contract is signed and the factory production/delivery time is about ten days. This way our team keeps the installation commitment to the homeowner at about 4 weeks in our busy season. As to point 2, Mr. [redacted] was confrontational to me on the phone and I tolerated this up to a point until he became unreasonable and then held my ground. I said nothing disrespectful to him at all – just repeated how we handle the ordering process. I had called him while heading from Bethany to Rehoboth on Tuesday August 16, one week after receiving the contract on my desk. He told me he was out of town (this is their beach house) and I asked if it was okay to stop by to re-measure since I was nearby. He informed me that the awning was on a higher deck (2nd or 3rd floor?) and that there was no egress from the ground. I explained that I needed to get up to the location and asked when we might get together. He told me he was coming back Thursday afternoon and that later that day or anytime Friday would be okay. I explained that I could not set a specific time nor day, since I was in my car and my office books all my meetings from a master schedule kept there. I left it that I would call ahead to let him know when and he was fine with that. On Friday the 19th as I was finalizing a three-week trip to depart that evening, I saw that he had called me the day before on my cell, which I do not always check right away. The important calls come into my office where my staff typically handles production details. I called him back right away and he sternly asked me what happened to our meeting the afternoon before, to which I explained that I did not confirm any appointment time with him. I believe that we had a misunderstanding in that I could not have set a meeting with him since I had been in my car that Tuesday without privy of a schedule. I said no problem as we would have a man come to measure shortly that afternoon. I regret calling Mr. [redacted] while waiting in a drive-through but believed that courtesy call would take only about 30 seconds. He began asking me whether the awning could be delivered before the Labor Day weekend and that the salesman had told him it was a possibility but admittedly not promised. As the car in front finished, I was still on the phone with Mr. [redacted] and explained that the background voice was the clerk on the phone trying to wait on me. There were also cars behind me so it was an awkward situation. I could not answer his concerns at that minute as I had no pertinent details with me in the car. I said we would speak to the factory to see what we could do for him. Shortly after, back in my office, I told my project manager to go and measure the awning after which he called to tell me that everything was OK to release the order. Mr. [redacted] called while I was on the phone and spoke to our inside customer relations/ordering/scheduling manager. He asked again if it could be installed before the holiday weekend. He was then informed by our manager, [redacted] who had just called the manufacturer; that this was a “non-stock - special order” material he had selected and would take an extra two weeks. Apparently upset, Mr. [redacted] gave my person a hard time and insisted on speaking to me. I got off another phone call and took his. He began by first telling me in an arrogant and condescending tone that “you never tell customers that you are going out of town” I just said OK and he followed with “you use email and voice mail” and I agreed that this sounded like good advice and said ok. He insisted that we needlessly held up his order which should have been processed right away and that now he has learned that it is held up for another two weeks. It was explained to Mr. [redacted] that I had no idea it was special order material. If given a chance I would have tried to help him by calling the manufacturer to see how we could expedite it - something we have done for others in the past. I was then told that he wanted a “substantial discount” due to his troubles (???). I explained that we had done nothing wrong, this was all according to our standard procedure as explained to him right up front by our salesperson and reinforced by me earlier that week. I held that no discount was warranted in this case. He then remarked that in order to earn his business we should hold the order until the following Monday so he could check with someone else (apparently another awning company as I understood from speaking to [redacted]). I was trying to explain to him that it needed to go into the computer before the 5:00 Friday cut-off or it would delay the order another week, but he was dominating the conversation. Finally, he became so intimidating to me that I became frazzled when he wanted his credit card deposit refunded. I repeated that we had handled his situation in a forthright manner as we always do. That is when he said he would contact his bank to file for a charge back because we did not yet order his awning at which point he said “you don’t get my business, goodbye”. As to point 3, after regaining my composure, decided that it was not worth the upset on our end nor for Mr. [redacted] and asked my bookkeeper to refund the credit card the next business day. As mentioned and documented above, that was done on Monday August 22nd. For me it seemed fruitless to be speaking with Mr. [redacted] any further. I did not “throw my salesman under the bus” but rather he had spent considerable time with Mr. [redacted] not only during the two visits he made to his home but also in the office researching the special color and pattern of fabric to satisfy the customer. I felt he had built a relationship and was the one to mitigate the situation. Unfortunate situations like this occur rarely and I again am sorry for any misunderstanding that may have provoked our customer. For the record, I could have been more patient so I did send a written apology to Mr. [redacted] in that regard. Finally, As the most referred awning company on Delmarva, our reputation speaks for itself. [redacted] President Patio Systems, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePatio Systems made the refund as Mr*** relates in his reply, but he never communicated that to me and the credit did not show on my on-line statement for at least a week, at which point I assumed it was a result of my chargeback Having heard nothing from *** during that period I initiated the complaint to the Revdex.com, given the obvious breach in service and his refusal to return my deposit He has since belatedly apologized for his arrogant behavior and we have mutually closed the dispute with a resolve for lessons learned.
Regards,
*** ***
Answer to complaint: I am sorry that there has been an unfortunate misunderstanding between Mr. [redacted] and myself. My company has not had a Revdex.com complaint in over 11 years and we average about 400 sunroom and awning installations each year – so thousands...
of jobs since I founded the company in 2001. The most relevant thing to explain is that I had my bookkeeper refund his credit card deposit on the next business day, Monday August 22nd since she was on her way out the door on Friday the 19th when all the disagreement occurred (Copy of the refund is attached). He must not have received notice from his bank that this had been done as I thought would occur since he had contested the charge. This refund was completed before he filed his complaint with you. As to point 1, a contact was signed between our salesman, [redacted] and Mr. [redacted] for the purchase of a retractable awning (attached). Our contract clearly states an approximate delivery time of three to four weeks. No promise of the internal date of ordering by us from our manufacturer was given, nor has any bearing on the promise date of installation. It was made clear to Mr. [redacted] by our salesman that someone from my company would be in touch with him to schedule a secondary measure. We do this on every order that our salesman contracts since his job is to measure for pricing only. Most organizations such ours have sales people with various levels of experience but rarely is the responsibility of the details left to the sales force. This remeasure is done either by me or my project manager and is for the customer’s protection as well as ours. There are several issues must be noted for the proper installation and operation of a retractable awning. Such details as size limitations, obstructions that may interfere with the extension of the awning, electrical wiring feed location which determines motor location, other special parts considerations such as wire molding or Azek block shims. Then there is the type and color of the siding so we can coordinate the color of caulk used to seal the mounting brackets and the hole where the electric wire enters the house. All awning remeasures are taken with in the first two weeks after the contract is signed and the factory production/delivery time is about ten days. This way our team keeps the installation commitment to the homeowner at about 4 weeks in our busy season. As to point 2, Mr. [redacted] was confrontational to me on the phone and I tolerated this up to a point until he became unreasonable and then held my ground. I said nothing disrespectful to him at all – just repeated how we handle the ordering process. I had called him while heading from Bethany to Rehoboth on Tuesday August 16, one week after receiving the contract on my desk. He told me he was out of town (this is their beach house) and I asked if it was okay to stop by to re-measure since I was nearby. He informed me that the awning was on a higher deck (2nd or 3rd floor?) and that there was no egress from the ground. I explained that I needed to get up to the location and asked when we might get together. He told me he was coming back Thursday afternoon and that later that day or anytime Friday would be okay. I explained that I could not set a specific time nor day, since I was in my car and my office books all my meetings from a master schedule kept there. I left it that I would call ahead to let him know when and he was fine with that. On Friday the 19th as I was finalizing a three-week trip to depart that evening, I saw that he had called me the day before on my cell, which I do not always check right away. The important calls come into my office where my staff typically handles production details. I called him back right away and he sternly asked me what happened to our meeting the afternoon before, to which I explained that I did not confirm any appointment time with him. I believe that we had a misunderstanding in that I could not have set a meeting with him since I had been in my car that Tuesday without privy of a schedule. I said no problem as we would have a man come to measure shortly that afternoon. I regret calling Mr. [redacted] while waiting in a drive-through but believed that courtesy call would take only about 30 seconds. He began asking me whether the awning could be delivered before the Labor Day weekend and that the salesman had told him it was a possibility but admittedly not promised. As the car in front finished, I was still on the phone with Mr. [redacted] and explained that the background voice was the clerk on the phone trying to wait on me. There were also cars behind me so it was an awkward situation. I could not answer his concerns at that minute as I had no pertinent details with me in the car. I said we would speak to the factory to see what we could do for him. Shortly after, back in my office, I told my project manager to go and measure the awning after which he called to tell me that everything was OK to release the order. Mr. [redacted] called while I was on the phone and spoke to our inside customer relations/ordering/scheduling manager. He asked again if it could be installed before the holiday weekend. He was then informed by our manager, [redacted] who had just called the manufacturer; that this was a “non-stock - special order” material he had selected and would take an extra two weeks. Apparently upset, Mr. [redacted] gave my person a hard time and insisted on speaking to me. I got off another phone call and took his. He began by first telling me in an arrogant and condescending tone that “you never tell customers that you are going out of town” I just said OK and he followed with “you use email and voice mail” and I agreed that this sounded like good advice and said ok. He insisted that we needlessly held up his order which should have been processed right away and that now he has learned that it is held up for another two weeks. It was explained to Mr. [redacted] that I had no idea it was special order material. If given a chance I would have tried to help him by calling the manufacturer to see how we could expedite it - something we have done for others in the past. I was then told that he wanted a “substantial discount” due to his troubles (???). I explained that we had done nothing wrong, this was all according to our standard procedure as explained to him right up front by our salesperson and reinforced by me earlier that week. I held that no discount was warranted in this case. He then remarked that in order to earn his business we should hold the order until the following Monday so he could check with someone else (apparently another awning company as I understood from speaking to [redacted]). I was trying to explain to him that it needed to go into the computer before the 5:00 Friday cut-off or it would delay the order another week, but he was dominating the conversation. Finally, he became so intimidating to me that I became frazzled when he wanted his credit card deposit refunded. I repeated that we had handled his situation in a forthright manner as we always do. That is when he said he would contact his bank to file for a charge back because we did not yet order his awning at which point he said “you don’t get my business, goodbye”. As to point 3, after regaining my composure, decided that it was not worth the upset on our end nor for Mr. [redacted] and asked my bookkeeper to refund the credit card the next business day. As mentioned and documented above, that was done on Monday August 22nd. For me it seemed fruitless to be speaking with Mr. [redacted] any further. I did not “throw my salesman under the bus” but rather he had spent considerable time with Mr. [redacted] not only during the two visits he made to his home but also in the office researching the special color and pattern of fabric to satisfy the customer. I felt he had built a relationship and was the one to mitigate the situation. Unfortunate situations like this occur rarely and I again am sorry for any misunderstanding that may have provoked our customer. For the record, I could have been more patient so I did send a written apology to Mr. [redacted] in that regard. Finally, As the most referred awning company on Delmarva, our reputation speaks for itself. [redacted] President Patio Systems, Inc.