Initial Business Response / [redacted] (1000, 5, 2016/12/01) */ Contact Name and Title: [redacted] , manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We do not call the same number multiple times, so it appears that client may have multiple numbers forwarding to a different numberWe do not have any message over minutes longWe have removed complainant's stated phone number XXXXXXXXXX from our internal business list, however we can stipulate that we did not dial this numberThis number is not listed in our business databaseIt is apparent that if complainant received a call at this number the call was originated at a different number and forwarded to this numberOn a hunch we checked complainant's business name and see it shows several numbersWe have removed all of these numbers from our internal business database: XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX however we do not call toll-free numbers It is possible complainant may control additional numbers or additional businesses which forward to a different numberTo fully clean our list complainant can contact us directly and we are happy to remove any additional numbers Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the responseIt sounds like a third party is spoofing the respondent's phone number Thank you for removing all the numbers from your data base We also took the liberty of blocking the respondent's business phone number We do consider the matter closed
Complaint: ***I am rejecting this response because: This problem should have been identified and corrected the second time out The first thing Ray did was to clean the sofa, then proceeded with the color All areas where the color was applied discolored with any moisture The third time out he indicated he spoke with a friend and could put a clear sealant over the color he applied, he did not When he asked for a forth opportunity to correct the problem, I did say yesHowever, only with a guarantee the process will work or I get arefund without dispute He did not respond to that Repeating the same mistake over does not solve a problem
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/14) */
Contact Name and Title: Gary ***, mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We will admit that we should have handled this differentlyWhat client fails to mention
is that we offered her an immediate refund
some months ago, or a free upgrade to our $package
if she was willing to wait until we returned to her county
Her email to us dated July 31, indicated that she declined the refund and wanted the upgrade offered:
=====
From: Craig's RV Park
Date: Fri, Jul 31, at 2:PM
Subject: Re: your Florida photoshoot
To: Tom ***
The upgrade and adding us to the next photo shoot will be fine? During the summer I am the "Lone Ranger" and I don't check email very oftenI can be reached at XXX-XXX-XXXX
Vicky
========
So, we put her project back on the the FL flight schedule for reshoot
We should have notified her that we ran into unsuitable weather conditions in her county during our fall FL run and I see from the email log we did not notify her of this personally, but we do notify clients on our website scheduling page of the local shooting conditions when we are on location, and it is possible she did not see that
We do we have her project re-scheduled for Spring at this timeSince she indicates she now wants a refund now we will send the client a full refund today
We are sorry about this situation, we shoot over projects per year, and a few times miscommunications can happenIf she still wants the free upgrade we offered prior she can contact usWe have recently upgraded to Canon 50megapixel cameras which allow great 40xenlargements
OFFER:
We have mailed a full refund to client per her requestIf she changes her mind and wants the free upgrade she wanted prior she can contact us
Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check was received on 1/21/for the full amount paid
***,
Here is our response,
First I'd like to mention we do guarantee our workIn almost years of working in this industry, I have personally been able to resolve 100% of any customer concerns
Counting the first visit, I have been to this customer's home timesThis
has been going on for months but, I have been in constant communication and I've been down there twice to try our best to resolve the problemIt's also important to know that she lives four and a half hours away from our office
Once the job was completed and I was made aware the color was rubbing off. I informed the customer that we do guarantee our work and we would make it rightWe scheduled another appointment as soon as we couldI asked what products were used to clean or condition the furniture prior to serviceI was informed the customer had used a wax based productThis product is intended for distressed waxed aniline leathers, which her sofa is notHer sofa is covered with pigmented tone protected leather. Wax/oils do not mix with water based leather finishes, this is the main reason the color is coming off
We try our best to inform customers what is good for their type of leather and what is not. I was not aware of the wax application until the second appointment. I touched up the small areas of concern where the dog had dropped his slobbery wet ball on the furnitureInforming the customer not to use the wax treatment. I also informed her of our concern of the wax she applied to her furniture prior to treatmentShe had mentioned she only applied it to a few areasAfter I made the repairs I told her to let us know if there are any other issuesIf wax was in fact only applied to a few areas, the finish should hold well.
A few weeks later, we got another callHer mother was visiting and touched the leather with lotion on her hands and the finish wiped off againWe made another appointment, and made it right againThe affected area seemed to small so repaired it & this time added an additional protective finishI was informed by the customer again that she only applied the wax to a few areasIf that was the truth, then there should be no more issuesShe mentioned she never really liked the furniture when she first got itWe even offered to help her sell it for $5000 on social media and craigslist as a courtesy
Unfortunately, the customer called again a few months later and informed us she wanted a refund. Our guarantee is to make it right, and that is what we intend to doWe have 100% success rate at doing so. This time, I am going to strip the leather down to make sure I remove all the wax the customer has appliedI have also been in contact with my mentor and master color chemist to help insure we get this resolved
We have learned and implemented procedures to avoid things like this in the futureWe have done everything to work with this customer to make it rightIt has cost our company a lot of moneyWe do not intend to buy her furniture or pay her $We will make it right and guarantee our work as promised.
Sincerely,
Ray R***Ray's Leather Repair & RestorationOffice: 541-241-2020Cell: ***Fax: 503-405-7301www.raysleather.com
Initial Business Response /* (1000, 5, 2016/12/01) */
Contact Name and Title: *** ***, manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We do not call the same number multiple times, so it appears that client may have multiple numbers forwarding to a different
numberWe do not have any message over minutes longWe have removed complainant's stated phone number XXXXXXXXXX from our internal business list, however we can stipulate that we did not dial this numberThis number is not listed in our business databaseIt is apparent that if complainant received a call at this number the call was originated at a different number and forwarded to this numberOn a hunch we checked complainant's business name and see it shows several numbersWe have removed all of these numbers from our internal business database:
XXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXX
however we do not call toll-free numbers
It is possible complainant may control additional numbers or additional businesses which forward to a different numberTo fully clean our list complainant can contact us directly and we are happy to remove any additional numbers
Initial Consumer Rebuttal /* (2000, 7, 2016/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the responseIt sounds like a third party is spoofing the respondent's phone number
Thank you for removing all the numbers from your data base
We also took the liberty of blocking the respondent's business phone number
We do consider the matter closed
Initial Business Response / [redacted] (1000, 5, 2016/12/01) */ Contact Name and Title: [redacted] , manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We do not call the same number multiple times, so it appears that client may have multiple numbers forwarding to a different numberWe do not have any message over minutes longWe have removed complainant's stated phone number XXXXXXXXXX from our internal business list, however we can stipulate that we did not dial this numberThis number is not listed in our business databaseIt is apparent that if complainant received a call at this number the call was originated at a different number and forwarded to this numberOn a hunch we checked complainant's business name and see it shows several numbersWe have removed all of these numbers from our internal business database: XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX however we do not call toll-free numbers It is possible complainant may control additional numbers or additional businesses which forward to a different numberTo fully clean our list complainant can contact us directly and we are happy to remove any additional numbers Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the responseIt sounds like a third party is spoofing the respondent's phone number Thank you for removing all the numbers from your data base We also took the liberty of blocking the respondent's business phone number We do consider the matter closed
Complaint: ***I am rejecting this response because: This problem should have been identified and corrected the second time out The first thing Ray did was to clean the sofa, then proceeded with the color All areas where the color was applied discolored with any moisture The third time out he indicated he spoke with a friend and could put a clear sealant over the color he applied, he did not When he asked for a forth opportunity to correct the problem, I did say yesHowever, only with a guarantee the process will work or I get arefund without dispute He did not respond to that Repeating the same mistake over does not solve a problem
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2016/01/14) */
Contact Name and Title: Gary ***, mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We will admit that we should have handled this differentlyWhat client fails to mention
is that we offered her an immediate refund
some months ago, or a free upgrade to our $package
if she was willing to wait until we returned to her county
Her email to us dated July 31, indicated that she declined the refund and wanted the upgrade offered:
=====
From: Craig's RV Park
Date: Fri, Jul 31, at 2:PM
Subject: Re: your Florida photoshoot
To: Tom ***
The upgrade and adding us to the next photo shoot will be fine? During the summer I am the "Lone Ranger" and I don't check email very oftenI can be reached at XXX-XXX-XXXX
Vicky
========
So, we put her project back on the the FL flight schedule for reshoot
We should have notified her that we ran into unsuitable weather conditions in her county during our fall FL run and I see from the email log we did not notify her of this personally, but we do notify clients on our website scheduling page of the local shooting conditions when we are on location, and it is possible she did not see that
We do we have her project re-scheduled for Spring at this timeSince she indicates she now wants a refund now we will send the client a full refund today
We are sorry about this situation, we shoot over projects per year, and a few times miscommunications can happenIf she still wants the free upgrade we offered prior she can contact usWe have recently upgraded to Canon 50megapixel cameras which allow great 40xenlargements
OFFER:
We have mailed a full refund to client per her requestIf she changes her mind and wants the free upgrade she wanted prior she can contact us
Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check was received on 1/21/for the full amount paid
***,
Here is our response,
First I'd like to mention we do guarantee our workIn almost years of working in this industry, I have personally been able to resolve 100% of any customer concerns
Counting the first visit, I have been to this customer's home timesThis
has been going on for months but, I have been in constant communication and I've been down there twice to try our best to resolve the problemIt's also important to know that she lives four and a half hours away from our office
Once the job was completed and I was made aware the color was rubbing off. I informed the customer that we do guarantee our work and we would make it rightWe scheduled another appointment as soon as we couldI asked what products were used to clean or condition the furniture prior to serviceI was informed the customer had used a wax based productThis product is intended for distressed waxed aniline leathers, which her sofa is notHer sofa is covered with pigmented tone protected leather. Wax/oils do not mix with water based leather finishes, this is the main reason the color is coming off
We try our best to inform customers what is good for their type of leather and what is not. I was not aware of the wax application until the second appointment. I touched up the small areas of concern where the dog had dropped his slobbery wet ball on the furnitureInforming the customer not to use the wax treatment. I also informed her of our concern of the wax she applied to her furniture prior to treatmentShe had mentioned she only applied it to a few areasAfter I made the repairs I told her to let us know if there are any other issuesIf wax was in fact only applied to a few areas, the finish should hold well.
A few weeks later, we got another callHer mother was visiting and touched the leather with lotion on her hands and the finish wiped off againWe made another appointment, and made it right againThe affected area seemed to small so repaired it & this time added an additional protective finishI was informed by the customer again that she only applied the wax to a few areasIf that was the truth, then there should be no more issuesShe mentioned she never really liked the furniture when she first got itWe even offered to help her sell it for $5000 on social media and craigslist as a courtesy
Unfortunately, the customer called again a few months later and informed us she wanted a refund. Our guarantee is to make it right, and that is what we intend to doWe have 100% success rate at doing so. This time, I am going to strip the leather down to make sure I remove all the wax the customer has appliedI have also been in contact with my mentor and master color chemist to help insure we get this resolved
We have learned and implemented procedures to avoid things like this in the futureWe have done everything to work with this customer to make it rightIt has cost our company a lot of moneyWe do not intend to buy her furniture or pay her $We will make it right and guarantee our work as promised.
Sincerely,
Ray R***Ray's Leather Repair & RestorationOffice: 541-241-2020Cell: ***Fax: 503-405-7301www.raysleather.com
Initial Business Response /* (1000, 5, 2016/12/01) */
Contact Name and Title: *** ***, manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We do not call the same number multiple times, so it appears that client may have multiple numbers forwarding to a different
numberWe do not have any message over minutes longWe have removed complainant's stated phone number XXXXXXXXXX from our internal business list, however we can stipulate that we did not dial this numberThis number is not listed in our business databaseIt is apparent that if complainant received a call at this number the call was originated at a different number and forwarded to this numberOn a hunch we checked complainant's business name and see it shows several numbersWe have removed all of these numbers from our internal business database:
XXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXX
however we do not call toll-free numbers
It is possible complainant may control additional numbers or additional businesses which forward to a different numberTo fully clean our list complainant can contact us directly and we are happy to remove any additional numbers
Initial Consumer Rebuttal /* (2000, 7, 2016/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the responseIt sounds like a third party is spoofing the respondent's phone number
Thank you for removing all the numbers from your data base
We also took the liberty of blocking the respondent's business phone number
We do consider the matter closed