Royal Fink, DDS

Initial Business Response / [redacted] (1000, 7, 2016/07/22) */ My company is a vendor for [redacted] , when tenants that rent from [redacted] need service or maintenance issues they contact [redacted] to file work order, then [redacted] dispatches to a vendorIn this case tenant had contacted [redacted] according to w/o or 7/1/stating that his garage door opener was not working, thought it was due to storm, we received w/o on 7/7/at 12:44pm on ThursdayI called tenant at 2:15pm no answer left messageTenant returned call next day 7/8/Friday to schedule a time for Service CallThe appt was for 7/12/between and When our technician went out we found that the garage door motor was burnt up and needed replacedHowever [redacted] contract policy is that every work order that exceeds has to be approved by sending estimate cost to repair along with pictures tenant was made aware of thisEstimate was sent to [redacted] on the next day 7/13/2016, tenant continously called my company as well as [redacted] throughout the day wanting to know when it would be fixedI informed tenant that once approved we would order the motor and contact him for install dateHe still continue to call inquirying on dailyOn July 15th vendor maintenance with [redacted] contacted my company stating that he had the tenant on other line and was asking about motorInformed [redacted] that we were waiting on approval from them he ask that I send directly to him which my company did that same day 7/15/at 10:31am, the estimate was approved that evening at 8:37pm, which was after hours and a friday and had to wait to order the motor on MondayTenant called my office Monday morning and was very upset that his garage door wasnt fixedTried to explain the protocl that we just received approval friday night he was not willing to listen nor understand the stepsHe became very loud and argumentative and I told him that we were ordering motor today and he would be notified once we received motor for schedulingHe was not happy with answer and continued to express angerNoone from my office hung up on himHe was told that there was nothing more that could be done today and he continued arguing and once again was informed that once motor arrived he would be contacted and he became more upset the lady from our office made it clear should would not be spoke to in that manner have a good dayCall endedHe stated to you that he called back and someone hung up on him that is unknown to us nor how we operate as a companyWe were not aware he called backed until we received an email from him about this complaintThe motor was ordered on Monday, arrived on Wednesday morning and the motor was installed on WednesdaySo from the time my company received the work order to the date of completion it was a total of business day which does not include saturday or sundayReceived work order on 7/7, tenant scheduled appointment on 7/12, estimate sent on 7/13, then was requested again from [redacted] on 7/15, approved 7/15, ordered on 7/18, installed on 7/20/Also note that this work order did not come in as emergency it came in as non emergency, we are to contact tenant within hours to schedule appointment which was done Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's correct: His company is a vendor for [redacted] , when tenants that rent from [redacted] need service or maintenance issues they contact [redacted] to file work order, then [redacted] dispatches to a vendorIn this case tenant had contacted [redacted] according to w/o or 7/1/stating that his garage door opener was not working, thought it was due to storm, we received w/o on 7/7/at 12:44pm on ThursdayI called tenant at 2:15pm no answer left messageTenant returned call next day 7/8/Friday to schedule a time for Service Call The appt was for 7/12/between and When our technician went out we found that the garage door motor was burnt up and needed replacedHowever [redacted] contract policy is that every work order that exceeds has to be approved by sending estimate cost to repair along with pictures tenant was made aware of thisEstimate was sent to [redacted] on the next day 7/13/ This statement is incorrect and completely lie: Tenant continuously called my company as well as [redacted] throughout the day wanting to know when it would be fixedI informed tenant that once approved we would order the motor and contact him for install dateHe still continue to call inquiring on daily I have called [redacted] on Monday and they told me that WO was send to Witte Construction, Inc On Friday, and they should have called me to schedule repair, after that I called white construction and before I start talking, their receptionist start yelling: Why are you calling every day? She asked me (I have not called them till Monday 7/18/2016) I told their receptionist that before she start yelling, she should listen to meBUT she hang up, I called again he hang up at least times Then I called [redacted] and file complain with themAbout lunch time witty construction called back and I told them I don't want their service because of the way they treated meI was not loud or argumentative Finally I talked to owner (Chris) and I ask him this is the way they always treat their customer? He said no, but I will go ahead and order motor and we will come to install itI did mention that I already report his company to [redacted] and also to Revdex.com Another lie: On July 15th vendor maintenance with [redacted] contacted my company stating that he had the tenant on other line and was asking about motor He was very loud and argumentative and I told him that we were ordering motor today and he would be notified once we received motor for schedulingHe was not happy with answer and continued to express anger No one from my office hung up on himHe was told that there was nothing more that could be done today and he continued arguing and once again was informed that once motor arrived he would be contacted and he became more upset the lady from our office made it clear should would not be spoke to in that manner have a good dayCall endedHe stated to you that he called back and someone hung up on him that is unknown to us nor how we operate as a companyWe were not aware he called backed until we received an email from him about this complaint

Initial Business Response /* (1000, 7, 2016/07/22) */
My company is a vendor for [redacted], when tenants that rent from [redacted] need service or maintenance issues they contact [redacted] to file work order, then [redacted] dispatches to a vendor. In this case tenant had contacted [redacted] according to w/o...

or 7/1/16 stating that his garage door opener was not working, thought it was due to storm, we received w/o on 7/7/16 at 12:44pm on Thursday. I called tenant at 2:15pm no answer left message. Tenant returned call next day 7/8/16 Friday to schedule a time for Service Call. The appt was for 7/12/16 between 12 and 1. When our technician went out we found that the garage door motor was burnt up and needed replaced. However [redacted] contract policy is that every work order that exceeds 100.00 has to be approved by sending estimate cost to repair along with pictures tenant was made aware of this. Estimate was sent to [redacted] on the next day 7/13/2016, tenant continously called my company as well as [redacted] throughout the day wanting to know when it would be fixed. I informed tenant that once approved we would order the motor and contact him for install date. He still continue to call inquirying on daily. On July 15th vendor maintenance with [redacted] contacted my company stating that he had the tenant on other line and was asking about motor. Informed [redacted] that we were waiting on approval from them he ask that I send directly to him which my company did that same day 7/15/16 at 10:31am, the estimate was approved that evening at 8:37pm, which was after hours and a friday and had to wait to order the motor on Monday. Tenant called my office Monday morning and was very upset that his garage door wasnt fixed. Tried to explain the protocl that we just received approval friday night he was not willing to listen nor understand the steps. He became very loud and argumentative and I told him that we were ordering motor today and he would be notified once we received motor for scheduling. He was not happy with answer and continued to express anger. Noone from my office hung up on him. He was told that there was nothing more that could be done today and he continued arguing and once again was informed that once motor arrived he would be contacted and he became more upset the lady from our office made it clear should would not be spoke to in that manner have a good day. Call ended. He stated to you that he called back and someone hung up on him that is unknown to us nor how we operate as a company. We were not aware he called backed until we received an email from him about this complaint. The motor was ordered on Monday, arrived on Wednesday morning and the motor was installed on Wednesday. So from the time my company received the work order to the date of completion it was a total of 9 business day which does not include saturday or sunday. Received work order on 7/7, tenant scheduled appointment on 7/12, estimate sent on 7/13, then was requested again from [redacted] on 7/15, approved 7/15, ordered on 7/18, installed on 7/20/2016. Also note that this work order did not come in as emergency it came in as non emergency, we are to contact tenant within 24 hours to schedule appointment which was done.
Initial Consumer Rebuttal /* (3000, 9, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That's correct:
His company is a vendor for [redacted], when tenants that rent from [redacted] need service or maintenance issues they contact [redacted] to file work order, then [redacted] dispatches to a vendor. In this case tenant had contacted [redacted] according to w/o or 7/1/16 stating that his garage door opener was not working, thought it was due to storm, we received w/o on 7/7/16 at 12:44pm on Thursday. I called tenant at 2:15pm no answer left message. Tenant returned call next day 7/8/16 Friday to schedule a time for Service Call.
The appt was for 7/12/16 between 12 and 1. When our technician went out we found that the garage door motor was burnt up and needed replaced. However [redacted] contract policy is that every work order that exceeds 100.00 has to be approved by sending estimate cost to repair along with pictures tenant was made aware of this. Estimate was sent to [redacted] on the next day 7/13/2016.
This statement is incorrect and completely lie:
Tenant continuously called my company as well as [redacted] throughout the day wanting to know when it would be fixed. I informed tenant that once approved we would order the motor and contact him for install date. He still continue to call inquiring on daily.
I have called [redacted] on Monday and they told me that WO was send to Witte Construction, Inc.
On Friday, and they should have called me to schedule repair, after that I called white construction and before I start talking, their receptionist start yelling:
Why are you calling every day? She asked me (I have not called them till Monday 7/18/2016)
I told their receptionist that before she start yelling, she should listen to me. BUT she hang up, I called again he hang up at least 3 times.
Then I called [redacted] and file complain with them. About lunch time witty construction called back and I told them I don't want their service because of the way they treated me. I was not loud or argumentative.
Finally I talked to owner (Chris) and I ask him this is the way they always treat their customer?
He said no, but I will go ahead and order motor and we will come to install it. I did mention that I already report his company to [redacted] and also to Revdex.com.
Another lie:
On July 15th vendor maintenance with [redacted] contacted my company stating that he had the tenant on other line and was asking about motor.
He was very loud and argumentative and I told him that we were ordering motor today and he would be notified once we received motor for scheduling. He was not happy with answer and continued to express anger.
No one from my office hung up on him. He was told that there was nothing more that could be done today and he continued arguing and once again was informed that once motor arrived he would be contacted and he became more upset the lady from our office made it clear should would not be spoke to in that manner have a good day. Call ended. He stated to you that he called back and someone hung up on him that is unknown to us nor how we operate as a company. We were not aware he called backed until we received an email from him about this complaint.