Initial Business Response /* (1000, 10, 2014/06/27) */
With regard to the phone calls not returned. [redacted] (Mananger) did return [redacted] Simpsons call and left a message for her to call him back, does not recall the date.
We were out at the [redacted] residence on Jan. XX XXXX responding to...
Ms. [redacted] call on Jan XX XXXX to fix her cover a wire chewed by her dog and to replace a sensor, at that time Ms. [redacted] was notified that her webbing was torn ( which needed to be replaced as it would impact the operation of her cover and she was given a quote of 700 to replace) she was advised to call the office with payment and authorization so we could get the cover repaired. We did not hear again from Ms.[redacted] until May 2014. She called the office on May XX XXXX just after Memorial Day one of our busiest weeks during the season to give us authorization and payment we went out to her property on June 3rd to pull the cover for repairs and reinstalled it on June 12. This tun-around time is not unusual at this time of year, note we do not perform any work until it is authorized. We will always notify our customers when additional work needs to be done and when authorization is given we will schedule as per our current scheduling restraints. We always strive to give the best and most expeditious service as possible and are truly sorry Ms. [redacted] feels that we fell short. It is my understanding that her cover is operational and she is satisfied. Please notify me immediately if this is not the case.
Please call with any further questions XXX XXX XXXX x **
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2014/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, they finally fixed it, for $795. But their supposedly response time leaves much to desire. I made numerous calls to them, and never received a message back until my son in law [redacted] finally reached them. A technician came out and verified that I needed a major repair. I left a message for the verification of payment, and the cover was finally fixed. The cover works now, but I am NOT satisfied with their service. Their "customer care" is extremely low.
[redacted]
Initial Business Response /* (1000, 10, 2014/06/27) */
With regard to the phone calls not returned. [redacted] (Mananger) did return [redacted] Simpsons call and left a message for her to call him back, does not recall the date.
We were out at the [redacted] residence on Jan. XX XXXX responding to...
Ms. [redacted] call on Jan XX XXXX to fix her cover a wire chewed by her dog and to replace a sensor, at that time Ms. [redacted] was notified that her webbing was torn ( which needed to be replaced as it would impact the operation of her cover and she was given a quote of 700 to replace) she was advised to call the office with payment and authorization so we could get the cover repaired. We did not hear again from Ms.[redacted] until May 2014. She called the office on May XX XXXX just after Memorial Day one of our busiest weeks during the season to give us authorization and payment we went out to her property on June 3rd to pull the cover for repairs and reinstalled it on June 12. This tun-around time is not unusual at this time of year, note we do not perform any work until it is authorized. We will always notify our customers when additional work needs to be done and when authorization is given we will schedule as per our current scheduling restraints. We always strive to give the best and most expeditious service as possible and are truly sorry Ms. [redacted] feels that we fell short. It is my understanding that her cover is operational and she is satisfied. Please notify me immediately if this is not the case.
Please call with any further questions XXX XXX XXXX x **
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2014/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, they finally fixed it, for $795. But their supposedly response time leaves much to desire. I made numerous calls to them, and never received a message back until my son in law [redacted] finally reached them. A technician came out and verified that I needed a major repair. I left a message for the verification of payment, and the cover was finally fixed. The cover works now, but I am NOT satisfied with their service. Their "customer care" is extremely low.
[redacted]