Service Master By Rapid Response

I spoke with both Mrand Mrs [redacted] on 2/1/regarding the freezerDuring my conversation(s) neither Mror Mrs [redacted] brought up any other issues besides the freezerIn fact, Mr [redacted] said he was very happy with our work and had no complaints besides the freezer The ***'s aren't happy because a small area (approximately 2" x 2") of the interior lining came off when we attempted to clean the rust stains at the bottom of the freezerThe rust stain was present when we took possession of the freezer but was not visible until the freezer was defrosted at our warehouseThe bottom of the freezer had several inches of ice at the bottomMr [redacted] requested that we clean the rust stain when we returned the freezerWe generally do not clean items unless it is related to the insurance lossHowever, we attempted to clean the rust stain only because Mr [redacted] requested that we do so and don't feel it is our responsibility for the subsequent damageIt should be noted that the freezer still worksThe ***'s are demanding that we buy them a new freezerThe ***'s both said the freezer is a least years old because they have had it as long as they have lived at their current residenceWe believe the freezer is much older than thatBased on the label on the back of the freezer it appears to have been manufactured in March making the freezer nearly years oldWe do not feel that we owe the ***'s for a brand new freezer for several reasonsFirst, the freezer still worksSecond, the damage is superficial and does not effect the use of the machineAlso, the damage was caused by attempting to clean it at Mr***'s requestLastly, the freezer is very old and we would only owe the acutal cash value of the item if we felt we were at fault for the damageWe have done research and the expected life expectancy of a freezer is between & years oldI've attached a photo of the freezer and the interior damageI've also attached documentation regarding the useful life of the freezerIt should be noted that there is still a balance owed for supplemental storageTo date, we have not invoiced the ***'s as we have tried to work out our differences regarding the freezerI don't think that is possible any longerWe would like the Revdex.com to mediate a settlement conference to help us resolve our differences

I spoke with both Mr. and Mrs. [redacted] on 2/1/17 regarding the freezer. During my conversation(s) neither Mr. or Mrs. [redacted] brought up any other issues besides the freezer. In fact, Mr. [redacted] said he was very happy with our work and had no complaints besides the freezer.  The [redacted]'s aren't happy...

because a small area (approximately 2" x 2") of the interior lining came off when we attempted to clean the rust stains at the bottom of the freezer. The rust stain was present when we took possession of the freezer but was not visible until the freezer was defrosted at our warehouse. The bottom of the freezer had several inches of ice at the bottom. Mr. [redacted] requested that we clean the rust stain when we returned the freezer. We generally do not clean items unless it is related to the insurance loss. However, we attempted to clean the rust stain only because Mr. [redacted] requested that we do so and don't feel it is our responsibility for the subsequent damage. It should be noted that the freezer still works. The [redacted]'s are demanding that we buy them a new freezer. The [redacted]'s both said the freezer is a least 8 years old because they have had it as long as they have lived at their current residence. We believe the freezer is much older than that. Based on the label on the back of the freezer it appears to have been manufactured in March 2002 making the freezer nearly 14 years old. We do not feel that we owe the [redacted]'s for a brand new freezer for several reasons. First, the freezer still works. Second, the damage is superficial and does not effect the use of the machine. Also, the damage was caused by attempting to clean it at Mr. [redacted]'s request. Lastly, the freezer is very old and we would only owe the acutal cash value of the item if we felt we were at fault for the damage. We have done research and the expected life expectancy of a freezer is between 10 & 20 years old. I've attached a photo of the freezer and the interior damage. I've also attached documentation regarding the useful life of the freezer. It should be noted that there is still a balance owed for supplemental storage. To date, we have not invoiced the [redacted]'s as we have tried to work out our differences regarding the freezer. I don't think that is possible any longer. We would like the Revdex.com to mediate a settlement conference to help us resolve our differences.