Sharper Image Landscaping

From: ASTRO TECH SERVICES LLC [redacted] Sent: Friday, August 15, 9:AMTo: drteamSubject: Response for complaint [redacted] Revdex.com, We at Astro Tech Services have reviewed the response made by Ms [redacted] on complaint ID [redacted] We at Astro Tech Services have expressed our apologies to Ms [redacted] several timesWe did return her money as she stated that she was satisfied with thatWe understand that Ms [redacted] is dissatisfied with our company and customer serviceWe are standing behind our employeesVanessa only contacted Ms [redacted] about her complaint because she was instructed to by the Revdex.com in their first letter and by a representative at the Revdex.com to contact her in regards to this matter and see what could be done to resolve this issueThe only other time Ms [redacted] was contacted was to notify her that the money will be refunded and asked how she would like to receive her checkThe other contact has strictly been through the Revdex.com Here at Astro Tech Services all of our employees are instructed to introduce themselves and to give a business cardMs [redacted] did know [redacted] name but as ***It was not several days later We are working on to better our company as a whole and would like to send our apologies once more to Ms [redacted] Sincerely, ASTRO TECH SERVICES LLC H.V.A.C.R [redacted] [redacted]

From: [redacted] Sent: Wednesday, August 06, 2014 5:39 PM
/>
To: drteamSubject: Response for complaint ID [redacted]
 
Revdex.com:
 
Astro Tech Services LLC has reviewed Ms[redacted] response and have the following reply:
 
We do have a contract with 2-10 Home Buyers Warranty. We were the recommended provider because of our location in regards to Ms. [redacted] location. She does not "have to" choose our company. The mentioning of the agreement/contract was just for the sole purpose that no agreement was entered between Astro Tech and Ms. [redacted] directly. We did collect the $60 trade fee from Ms. [redacted] which she paid using her card. Yes we accept payments by credit/debit cards. We do charge $5 for a fee to do this payment. At no point did [redacted] tell her she had to pay the $5 fee. She was only charged the $60.
 
When the technician went to Ms. [redacted] residence he looked at the breaker which was her original complaint. After looking at it, the technician determined that it was an air conditioning issue. 2-10 was notified and reissued a work order noting the change from electrical to HVAC. [redacted] then stated that more Freon was needed and added more. He also looked in the attic at the indoor system. Ms. [redacted] does not have an access door which allows any person to readily look at the coils; however, they are not impossible to access to look at. When he did manage to get access to the coils he made his assessment and let Ms. [redacted] know. He then called the office and spoke to the office manager, [redacted] then called 2-10 to relay the diagnosis. It was at that point that 2-10 state that the diagnosis would not be covered because it was not normal wear and tear on the equipment and that it was maintenance work. All pricing had been given to Ms. [redacted] from 2-10 which was relayed to them by [redacted]. After Ms. [redacted] was notified that what needed to be done, she called the office of Astro Tech and spoke with [redacted] spoke with Ms. [redacted] and reassured her that all would be just fine and treated her with the upmost respect and kindness and apologized for the misunderstanding about the expansion valve and that she would have it corrected. [redacted] then spoke to another representative at 2-10 to have what was entered the first time corrected.
 
Astro Tech was on stand by awaiting notification from 2-10. Astro Tech called to check on what the status was and were notified that another company had been dispatched to the residence.
 
Astro Tech Services is not a dishonest company or charge customers fraudulently. Astro Tech Services LLC  has its fees to which we charge for services needed. What was relayed was not out of the ordinary for the work that needed to be completed. We have expressed our apologies to Ms. [redacted] for any inconvenience that this may have caused her.
 
We would like to state that MS. [redacted] is being dishonest in regards to the office manager, [redacted] was not rude or hostile towards Ms. [redacted]. She was firm in stating that [redacted] knew what he was doing. She listened to Ms. [redacted] and apologized multiple times. [redacted] did offer to pay the $60 trade fee and Ms. [redacted] accepted. [redacted] did not at any point harass Ms. [redacted] or express attitude towards her.
 
We would like to express that we were called to the residence of Ms. [redacted] to give a diagnosis, and that was completed by the technician.
 
We have never had any complaints against our company.
 
 
 ASTRO TECH SERVICES LLC
               H.V.A.C.R.
        [redacted]
        [redacted]

From: ASTRO TECH SERVICES LLC [redacted] Sent: Friday, August 15, 2014 9:01 AMTo: drteamSubject: Response for complaint [redacted]
 
Revdex.com,
 
We at Astro Tech Services have reviewed the response made by Ms. [redacted] on complaint ID [redacted]
 
We at Astro Tech Services have expressed our apologies to Ms. [redacted] several times. We did return her money as she stated that she was satisfied with that. We understand that Ms. [redacted] is dissatisfied with our company and customer service. We are standing behind our employees. Vanessa only contacted Ms. [redacted] about her complaint because she was instructed to by the Revdex.com in their first letter and by a representative at the Revdex.com to contact her in regards to this matter and see what could be done to resolve this issue. The only other time Ms. [redacted] was contacted was to notify her that the money will be refunded and asked how she would like to receive her check. The other contact has strictly been through the Revdex.com.
 
Here at Astro Tech Services all of our employees are instructed to introduce themselves and to give a business card. Ms. [redacted] did know [redacted] name but as [redacted]. It was not several days later.
 
We are working on to better our company as a whole and would like to send our apologies once more to Ms. [redacted].
Sincerely,
 
 ASTRO TECH SERVICES LLC
               H.V.A.C.R.
        [redacted]
        [redacted]