[redacted] Please See Attached Documents [redacted] September 16, 2015To whom it may concern:In July we did do work for case number [redacted] After completing what we were initially called out to fix it was found there was another problem At that time one of our employees had a discussion with the customer about how much the new part would be Our tech says he gave him the price and also said there would be labor to install On a call to me on the evening of 8-17-the customer and I discussed that it sounded like there was a misunderstanding in communications and that I would like him to discuss with our tech about the situation I also let him know it was my intent to do what made him happy and make sure to take care of him, I just wanted the two people to have a discussion so in the future this type of thing could be avoided Just after hanging up with the customer I called our tech and let him know of the situation and asked him to call our customer so we could get this taken care of On 8-18-at 9:22a my tech called and left a message with the customer asking for a return call At 10:05a he tried calling again but this time he didn’t leave a message The next communication I got from the customer is a letter stating that we did not try to contact him and that he was only paying what he felt was correct In the letter he also stated he has contacted his lawyer and made a complaint to the CCB In my opinion there was absolutely no reason to involve either a lawyer or the CCB as we had not made any movement towards taking a negative stance or process with him to my knowledge In fact I had already personally told him I would find a way to make things right with him I find it very disconcerting to the course of action that was taken by the customer when we in no way promoted a negative path If I can be of any further assistance in this matter please don’t hesitate to contact me.Sincerely,Kriss S [redacted] President
[redacted] Please See Attached Documents [redacted] September 16, 2015To whom it may concern:In July we did do work for case number [redacted] After completing what we were initially called out to fix it was found there was another problem At that time one of our employees had a discussion with the customer about how much the new part would be Our tech says he gave him the price and also said there would be labor to install On a call to me on the evening of 8-17-the customer and I discussed that it sounded like there was a misunderstanding in communications and that I would like him to discuss with our tech about the situation I also let him know it was my intent to do what made him happy and make sure to take care of him, I just wanted the two people to have a discussion so in the future this type of thing could be avoided Just after hanging up with the customer I called our tech and let him know of the situation and asked him to call our customer so we could get this taken care of On 8-18-at 9:22a my tech called and left a message with the customer asking for a return call At 10:05a he tried calling again but this time he didn’t leave a message The next communication I got from the customer is a letter stating that we did not try to contact him and that he was only paying what he felt was correct In the letter he also stated he has contacted his lawyer and made a complaint to the CCB In my opinion there was absolutely no reason to involve either a lawyer or the CCB as we had not made any movement towards taking a negative stance or process with him to my knowledge In fact I had already personally told him I would find a way to make things right with him I find it very disconcerting to the course of action that was taken by the customer when we in no way promoted a negative path If I can be of any further assistance in this matter please don’t hesitate to contact me.Sincerely,Kriss S [redacted] President