PSR&M LLC

To Whom It May Concern:I have been out of town but on my return, while checking my mail, I came upon a complaint letter from you on behalf of *** ***.? I will list the chain of events below that will prove that Mr *** is extremely impatient and validating that his complaint is
completely unjustified.First of all Mr *** made a complaint to you the same day he reported his window leak to us.? Here is the chain of events.10/at 9:a.m.? My assistant checked voice mails when arriving to the office to find Mr *** had left one complaining of his leak.? Mr *** continued to call and hassle my assistant over times.? Yelling at her, not giving her an opportunity to respond and then hanging up on her.? I tried calling him back but he did not answer my call so I left a message.10/at 12:I sent a recall work order to my window technician, Miles.? Miles called me soon after to tell me he was in a Deer Blind in? Ruidoso.? ? He said it was probably a roof leak.10/at 1:I assigned the repair to my General Contractor, Randy thinking it was a roof leak and even if it was a window leak Randy would be qualified to make the repair.? Mr *** continued to call my assistant displaying the same irrational behavior as before.? I finally was able to speak with him later in the afternoon telling him that we were in the process of getting this resolved.? I asked him to please be patient explaining that we were really booked due to the all of the rain that we had recently received? (we work for warranty companies on roof claims and was just intidated due to all of the recent rain) ? I explained that ? Miles was out of town but Randy would be calling him? ? 10/at 10:pm I received an email from ***? ***? the sellers representative stating that she was aware of the issue.NOTE: ? We are not open on Weekends so please keep in mind that Mr ***'s complaint to us came in on a? Fridayafternoon and we were completely booked.? The following chain of events will demonstrate how customer service oriented we are here at? PSR&M.10/at 8:am (mind you we are closed and all off for the weekend) ? I responded to *** ***'s email assuring her that we were already taking action to resolve the issue? 10/at 8:am ? I received an email from *** ***, Mr ***'s Realtor stating that he had not heard from Randy.? I called Randy to ask him if he would mind on his day off contacting Mr ***.10/at 9:? I sent an email to *** *** telling him that Randy confirmed leaving a message for Mr *** at the *** # we had as his contact information and that I too had left a message at the? ***.? He did not return either of our calls but did call to yell at Shelby my assistant yet again.10/*** emailed me back saying that *** and Randy did speak.10/at 11:I emailed ***? ***informing her that we were able to make contact? (THIS IS ON A? SUNDAY)10/at 9:? *** left a voice mail yelling at Shelby again? ? Randy contacted *** a bit later this day to inform him that he could be there by the afternoon to look at the problem.? After reviewing the issue, Randy explained to *** that he would be back on the 28th to fix the problem explaining that there was no rain in the forecast.? Randy reported to me that Mr *** seemed content and calm at this point.10/28th Randy went to the home and sealed the window pane.? At this time he noticed that the window glazing was cracked at the bottom and offered to replace it for Mr ***.? He made arrangements to go back either today the 9th or? Tuesday? the 10th after to replace the part.? Mr *** agreed saying that he would be out of town anyway? As you can see we all went above and beyond to assist Mr *** on our weekend off.? All emails and voice mails are available upon request.? I hope this information is helpful? Lisa? R***PSR&MPremier Services, Repairs & Maintenance###-###-####? Office###-###-####? Fax

To Whom It May Concern:I have been out of town but on my return, while checking my mail, I came upon a complaint letter from you on behalf of [redacted].  I will list the chain of events below that will prove that Mr [redacted] is extremely impatient and validating that his complaint is...

completely unjustified.First of all Mr [redacted] made a complaint to you the same day he reported his window leak to us.  Here is the chain of events.10/23 at 9:42 a.m.  My assistant checked voice mails when arriving to the office to find Mr [redacted] had left one complaining of his leak.  Mr [redacted] continued to call and hassle my assistant over 8 times.  Yelling at her, not giving her an opportunity to respond and then hanging up on her.  I tried calling him back but he did not answer my call so I left a message.10/23 at 12:06 I sent a recall work order to my window technician, Miles.  Miles called me soon after to tell me he was in a Deer Blind in Ruidoso.  He said it was probably a roof leak.10/23 at 1:58 I assigned the repair to my General Contractor, Randy thinking it was a roof leak and even if it was a window leak Randy would be qualified to make the repair.  Mr [redacted] continued to call my assistant displaying the same irrational behavior as before.  I finally was able to speak with him later in the afternoon telling him that we were in the process of getting this resolved.  I asked him to please be patient explaining that we were really booked due to the all of the rain that we had recently received.  (we work for warranty companies on roof claims and was just intidated due to all of the recent rain)  I explained that  Miles was out of town but Randy would be calling him.   10/23 at 10:29 pm I received an email from [redacted] the sellers representative stating that she was aware of the issue.NOTE:  We are not open on Weekends so please keep in mind that Mr [redacted]'s complaint to us came in on a Fridayafternoon and we were completely booked.  The following chain of events will demonstrate how customer service oriented we are here at PSR&M.10/24 at 8:00 am (mind you we are closed and all off for the weekend)  I responded to [redacted]'s email assuring her that we were already taking action to resolve the issue.  10/24 at 8:53 am  I received an email from [redacted], Mr [redacted]'s Realtor stating that he had not heard from Randy.  I called Randy to ask him if he would mind on his day off contacting Mr [redacted].10/24 at 9:08  I sent an email to [redacted] telling him that Randy confirmed leaving a message for Mr [redacted] at the [redacted] # we had as his contact information and that I too had left a message at the [redacted].  He did not return either of our calls but did call to yell at Shelby my assistant yet again.10/24 [redacted] emailed me back saying that [redacted] and Randy did speak.10/25 at 11:17 I emailed [redacted]informing her that we were able to make contact.  (THIS IS ON A SUNDAY)10/26 at 9:13  [redacted] left a voice mail yelling at Shelby again.    Randy contacted [redacted] a bit later this day to inform him that he could be there by the afternoon to look at the problem.  After reviewing the issue, Randy explained to [redacted] that he would be back on the 28th to fix the problem explaining that there was no rain in the forecast.  Randy reported to me that Mr [redacted] seemed content and calm at this point.10/28th Randy went to the home and sealed the window pane.  At this time he noticed that the window glazing was cracked at the bottom and offered to replace it for Mr [redacted].  He made arrangements to go back either today the 9th or Tuesday the 10th after 4 to replace the part.  Mr [redacted] agreed saying that he would be out of town anyway.  As you can see we all went above and beyond to assist Mr [redacted] on our weekend off.  All emails and voice mails are available upon request.  I hope this information is helpful.  Lisa R[redacted]PSR&MPremier Services, Repairs & Maintenance###-###-#### Office###-###-#### Fax