Securus Contact Systems LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below When Coyote showed me the photo of the dirty part and the part where they cleaned it (the white section) I thought it would all turn out that waySo I didn't think it would need additional cleaning product because the photo looked goodI was surprised when it didn't turn out that wayYou can see the photo yourselfI have searched and searched the couch trying to find that white spot in their photo and it doesn't seem to be thereBy the way I went through all my records and found my receipt for my last cleaningIt was last cleaned on December 9, by [redacted] ***I chose them because I wanted my blinds cleaned alsoSo I am insulted that [redacted] said I hadn't had it cleaned it in yearsAnd I don't want to replace my couch, I don't know where she got that ideaAs you can see the couch is in perfect condition other than the cleaningThere isn't any wear or tear and no sign of use Regards, [redacted]

Mrs [redacted] used an over the counter product made by Turtle Wax, to attempt to clean her sofa, and apparently it didn't work When our technicians arrived, they found a heavily soiled white sofa which clearly had not been cleaned for years They did their best to clean it in spite of the fact that the client declined additional treatments that may have improved the result even more When Mrs [redacted] called about the sofa I indicated to her that coming back to do the exact same thing we'd already done was unlikely to do much and that she would be well advised to use some more intense treatments, for an additional costI often use laundry as a parallel to customers because it's something they can relate toIf she were to wear a white shirt every day for years and then just toss it in the laundry without boosters and stain removers, it would not come cleanThe same is true of this white sofaIn spite of this, the improvement our technicians made is more than significant I doubt very much that Mrs [redacted] was prepared to replace her sofa before we cleaned it, and you can see from the attached photos that it looks much better than it did before we cleaned it Mrs [redacted] 's assertion that the sofa is ruined is completely blown out of proportionOur technicians worked hard did a stellar job on a difficult upholstery cleaning, even though the client declined the treatments that could have made it even better It is unfair for her to suggest that their work is subpar, when the photographs clearly show otherwiseA refund is not warranted.Please note that the attached photos show cleaning in progress, and the completed cleaning

Mrs [redacted] states in her response that she has looked and looked and can't see that white spot on her sofaThe reason she can't find it is because the sofa is now clean and there is no dirt to provide that dramatic difference I'm sorry that we are in this situation, but the sofa is as clean as we can get it with a basic cleaningShe cleaned her sofa years ago, apparentlyBut it's a white sofa that her dog laid on all the timeDogs have oils in their skin and coat that transfer to upholstery and require additional treatments to remove, but she didn't want to add anything additional to her billThat's certainly her choice, and we accepted thatAgain, I draw the laundry analogy- wear a white shirt every day for years and make sure you cuddle your dog for several hours daily during that timeYou aren't going to get that shirt immaculate without some kind of stain treatmentWe did the best job we could within the guidelines she herself established, and our techs worked hard to try to make her happy.We maintain that the photos prove that no refund is due

They just refunded my money. I am not sure how I withdraw my complaint?

Mrs. [redacted] used an over the counter product made by Turtle Wax, to attempt to clean her sofa, and apparently it didn't work.  When our technicians arrived, they found a heavily soiled white sofa which clearly had not been cleaned for years.  They did their best to clean it in spite of...

the fact that the client declined additional treatments that may have improved the result even more.  When Mrs. [redacted] called about the sofa I indicated to her that coming back to do the exact same thing we'd already done was unlikely to do much and that she would be well advised to use some more intense treatments, for an additional cost. I often use laundry as a parallel to customers because it's something they can relate to. If she were to wear a white shirt every day for years and then just toss it in the laundry without boosters and stain removers, it would not come clean. The same is true of this white sofa. In spite of this, the improvement our technicians made is more than significant.  I doubt very much that Mrs. [redacted] was prepared to replace her sofa before we cleaned it, and you can see from the attached photos that it looks much better than it did before we cleaned it.  Mrs. [redacted]'s assertion that the sofa is ruined is completely blown out of proportion. Our technicians worked hard did a stellar job on a difficult upholstery cleaning, even though the client declined the treatments that could have made it even better.  It is unfair for her to suggest that their work is subpar, when the photographs clearly show otherwise. A refund is not warranted.Please note that the attached photos show cleaning in progress, and the completed cleaning.

Mrs. [redacted] states in her response that she has looked and looked and can't see that white spot on her sofa. The reason she can't find it is because the sofa is now clean and there is no dirt to provide that dramatic difference.  I'm sorry that we are in this situation, but the sofa is as clean as we can get it with a basic cleaning. She cleaned her sofa 2 years ago, apparently. But it's a white sofa that her dog laid on all the time. Dogs have oils in their skin and coat that transfer to upholstery and require additional treatments to remove, but she didn't want to add anything additional to her bill. That's certainly her choice, and we accepted that. Again, I draw the laundry analogy- wear a white shirt every day for 2 years and make sure you cuddle your dog for several hours daily during that time. You aren't going to get that shirt immaculate without some kind of stain treatment. We did the best job we could within the guidelines she herself established, and our techs worked hard to try to make her happy.We maintain that the photos prove that no refund is due.

Hello [redacted],    Thank you for speaking to me today. These are the notes that I have in our Department with us speaking to [redacted].    She set up service with us Sept of 2016. She was charged an activation fee of  $74.99. Once that is completed by our Sales Team, we here in...

Client Services, then reach out to the client to go over their scripting on what information they need us to gather and how they would like us to dispatch the calls.    While we, here in Client Services, are speaking to them, we then let the caller know  that we have specific dates down for testing, (this is usually 3 days) and then their go live date (date the account starts to bill) is on this day, (again 3 days after the testing dates). We do this with every single account that comes to us.    The clients are charged a flat rate (mins of their choosing) every month. This is whether we are taking calls or not. Once we have purchased a forwarding number for our clients. it is then up to them to forward their lines for us to answer their calls.    I do see where one of my Client Service Reps did speak with [redacted] back on Nov 29th of 2016, letting her know that if she was not ready to use the services that we could place her account on hold. This is a $15 charge,which saves all account information including their forwarding phone number.  [redacted] at that time stated that she would think about going on hold, but asked us to send her a call flow (what her scripting looks like) so she could make some changes if she needed to. During that phone call she did state to my Client Service Rep that she would be calling back in if she decided to utilize the hold or cancel services.    The last time that I can see that [redacted] called into our service was on December 27th of 2016, she was looking to speak with Accounting about her bill. At that time it also looks like she did not go on hold or cancel her services. Since that time, we have not heard from her.    Please let me know if there is anything more that I can do to assist you with this matter.  -- Karen J[redacted]  Client Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When Coyote showed me the photo of the dirty part and the part where they cleaned it (the white section) I thought it would all turn out that way. So I didn't think it would need additional cleaning product because the photo looked good. I was surprised when it didn't turn out that way. You can see the photo yourself. I have searched and searched the couch trying to find that white spot in their photo and it doesn't seem to be there. By the way I went through all my records and found my receipt for my last cleaning. It was last cleaned on December 9, 2013 by [redacted]. I chose them because I wanted my blinds cleaned also. So I am insulted that [redacted] said I hadn't had it cleaned it in 16 years. And I don't want to replace my couch, I don't know where she got that idea. As you can see the couch is in perfect condition other than the cleaning. There isn't any wear or tear and no sign of use.
Regards,
[redacted]