PHD Home Solutions, LLC

Please reference attached document. This is a response to a complaint numbered *** at The Revdex.com filed on December 10th, In the below paragraphs is the outlined calendar of events that took place and are correct and trueThis complaint was given the internal reference
number ***On or around November 2nd, the customer called into our support department inquiring about having her operating system on her Apple device updated, the operator followed policies and procedures when collecting information about the customer, when the operator asked when the customer would like to schedule an appointment the customer informed the operator that she would be going on a vacation and would return within the month a note was left in the customers profile notes and the call was terminated lasting minute and seconds.On November 28th, at 17:24:the representative from our sales department called the customer in relations to a case opened earlier that month, the customer asked the sales representative if we had any appointment openings during the week ending in Saturday December 2nd, 2017, that call was unexpectedly terminated, the call lasted about minute and seconds, the sales representative reached out with an additional phone call at 17:26:and scheduled an appointment for December 2nd, at 12:PM at our home-based business location in *** ***, WAThe sales representative then informed the customer that there is a plus tax fee for the appointment and that the fee will be reapplied into the customers invoice so that she does not have to pay the optimization fee twice as the customer expressed an interest in additional services via Evan’s Computer Services, the customer on a recorded line stated that she understood that the fee was just the “initial fee” and then asked the sales representative if we charged hourly and the sales representative explained to the customer that we charge on a flat fee basis that call was then terminated unexpectedly, lasting minutes and second at this point the sales representative paused to call technical support to make sure that the continuing disconnect is not at our fault, at 17:32:the sales representative received an additional phone call from the customer that was dead air, and no response and in accordance with our policies terminated the call after unsuccessful attempts to get the customers attention.On December 2nd, at 12:PM the customer arrived at our *** *** location, at the time the office was being managed by an adult supervisor along with a few other office staff employees that had little to no interaction with the customer, the customer was greeted and checked in by staff and asked to patiently wait for the technician to be available, after about minute the technician again greeted the customer asking her to sign our terms of repair explaining to the customer what the terms indicated and asked her if she had any questions, or concerns, also offering her a copy of the terms which she acceptedThe customer then was informed that the balance of $was due, the customer paid with card using our point of sales system then left the building.On December 2nd, at 15:40:the customer called our office asking if her computer was ready for pick up the operator told her on a recorded line that her device was not completely repaired and would require additional time to be completed, the customer agreed, and the call was then terminated lasting minute and seconds.On Monday December 4th, calls were made to our operations manager Susan B***’s office desk phone, on Monday December 4th, Susan B*** was out of the office due to a personal reason and could not return the customers calls.On Tuesday December 5th, at 8:AM a representative from Evan’s Computer Services contacted the customer using our TextLine system used to communicate with customers using SMS messaging explaining to the customer the situation, the operator told the customer that due to the time delay of additional days that she would receive 20% off from her final billThe customer understood about the delays but was not happy with the timeline and expressed that she would like her order canceled if the device was not ready by today [for the record today is referencing Tuesday December 5th, 2017]The operator then moved the repair to the highest priority and told the customer to expect the repairs to be complete by 8pm that evening, the customer agreed to the revised timelineAs stated in our terms of service signed by the customer on December 2nd, in section “I understand that Evan's Computer Services will provide an estimated completion time for your repair/install” additionally, “I understand that unforeseen circumstances may have an impact on the ability to complete the repair(s) as provided in the estimate”The operator scheduled the appointment and told the customer that a balance of $is due as the cost of the additional work and that she is being billed in accordance with the terms of repair that she signed, the operator alerted the customer that we would be flexible if a payment plan was needed and thanked the customer for her businessThe customer responded, “That’s not acceptable” the operator asked if she was concerned about the price, the customer referenced the above phone call made on November 28th, 2017, the operator said “Yesplus tax is what is called a diagnostics fee that covers the time the tech takes to look over the computerAs explained on the phone that is for that meeting not the whole repairThis is all explained in the Terms of Repair [reference Terms of Repair 6.2: “I understand that there is a nonrefundable diagnostics fee of $due upon drop off”] that you got a copy of please feel free to refer to your copy”The customer in responded that she again wants to cancel service and pick up her laptop now informing the operator that she would be in town in an hourThe operator informed the customer that we do not accept waappointments and that our only available appointment was at 1:PM, the operator also informed the customer that as agreed in our terms of repair [“I understand that payment is due in full at the time of service and unless specified in writing on the work order, and that charges are binding whether service is successful or not”] the balance is dueThe customer responded with “Ok I will come at 1:30”.On December 4th, the customer arrived at Evan’s Computer Services with an unknown party at first Evan’s Computer Services staff was treated with respect upon returning the device and informing the customer of the policies and that the payment is due, the staff member then had to ask the unknown party to stop recording as they were on private property and that is unacceptable, the customer then asked if the company’s Washington state business license and the staff member retrieved the license and allowed the customer to inspect said document, the customer asked the unknown party to take a picture of the license, upon handing the document to the staff member the customer got hostile stating that she had read a *** review saying that this company is a scam and proceeded to use vulgarity towards the staff member and the company, the staff member then explained the situation in minor detail about the *** review stating that the customer in the review was upset and is using the *** platform to lash out at Evan’s Computer ServicesBefore leaving the customer made it clear that if the computer was not repaired to her satisfaction that she would want a full refund of the $that was initially charged and that she would be forced to pursue Evan’s Computer Services by taking legal actions against Evan’s Computer Services, the staff member informed the customer that it is her right to take legal action if she deems necessary, asking the customer and unknown party to leaveAt 2:PM the customer texted in to our TextLine system and said the following “There are clearly no updates done to the computerPlease return my $dollar charge right awayIf you do not I will be obligated to take legal action” at this point it is company policy to inform the customer of no contact via text and that we would be happy to speak to them via our office phone support line at ***, and that we do not in any way restrict them from taking legal action as it is there right.In conclusion, the customer asks that we void the bill attached to ticket number ***, in response Evan’s Computer Services intends to recover the moneys due in the amount of as stated in the letter sent by Evan’s Computer Services attorney we expect that the customer honor the contract signed and that all dues are paid in full by business closing time on December 20th, to avoid further legal action including recreating a debt collection agency.If any further clarification is needed, please feel free to contact our internal affairs department at *** *** *