[redacted] , Senior Information Specialist Revdex.com serving Northeast California Beacon Blvd West Sacramento, CA August 17, We just received your notice regarding complaint ID # Thank you for forwarding that on to us As we shared with Mr [redacted] , we are very happy that he is looking out for the interests of Mrs [redacted] and believe that he is sincere in the concerns he has expressed The unfortunate fact is that Mr [redacted] was not included by Mrs [redacted] in any of the process including our initial 5/17/service visit at her request during which: - we inquired into her wants and needs, - we examined her home’s plumbing systems and shared our findings, - we answered any and all of her questions, - we provided her with various options to solve the observed situations in her home including the option which she ultimately chose and instructed us to complete, - we also provided lesser options for her consideration including the option of having us not perform any work at all Each option that we presented included the exact price for the package of services so she was able to make an informed choice with no surprise or unanticipated costs to follow We did not pressure her to select any particular option or any option at all The fact that two specific lesser service options were presented and documented supports the fact that we did not pressure her into a single choice or claim that something in particular must be done – the providing of those alternative lesser options would be nonsensical if that were the case as the complaint contends Mrs [redacted] presented herself as a woman fully independent, responsible, and capable of making such decisions on her own behalf and we had no reason to question her competence I must also strongly disagree with Mr [redacted] ’s methodology for arriving at his calculated fair price for our services Combining just the direct cost of materials and the cost of direct labor on the job site in no way represents the total cost of operating a professional service business The independent financial survey provided by our nationwide professional association reports that those categories of costs only represented 50.8% of revenue for member businesses such as ours Once again, we respect and admire Mr [redacted] ’s concerns and efforts to protect Mrs [redacted] and hold no ill will in that regard We wish that he was present and involved during any or all of the service process so that he could appreciate the level of service provided and/or have participated in the decision making process in a timely manner before the project was completed We responded promptly to Mr [redacted] ’s phone call complaint regarding the price for our services However, he chose to abruptly terminate the last phone conversation with our Customer Service Manager on 8/8/as an apparent reaction to our sharing of our goal and average of earning a fair and responsible net margin of 10% our revenues We would welcome the opportunity to continue the discussion with Mr [redacted] and would be willing to consider crediting back some or all of that margin as applied to this project if that would please all the parties Thank you again for your service in facilitating this communication
[redacted] , Senior Information Specialist Revdex.com serving Northeast California Beacon Blvd West Sacramento, CA August 17, We just received your notice regarding complaint ID # Thank you for forwarding that on to us As we shared with Mr [redacted] , we are very happy that he is looking out for the interests of Mrs [redacted] and believe that he is sincere in the concerns he has expressed The unfortunate fact is that Mr [redacted] was not included by Mrs [redacted] in any of the process including our initial 5/17/service visit at her request during which: - we inquired into her wants and needs, - we examined her home’s plumbing systems and shared our findings, - we answered any and all of her questions, - we provided her with various options to solve the observed situations in her home including the option which she ultimately chose and instructed us to complete, - we also provided lesser options for her consideration including the option of having us not perform any work at all Each option that we presented included the exact price for the package of services so she was able to make an informed choice with no surprise or unanticipated costs to follow We did not pressure her to select any particular option or any option at all The fact that two specific lesser service options were presented and documented supports the fact that we did not pressure her into a single choice or claim that something in particular must be done – the providing of those alternative lesser options would be nonsensical if that were the case as the complaint contends Mrs [redacted] presented herself as a woman fully independent, responsible, and capable of making such decisions on her own behalf and we had no reason to question her competence I must also strongly disagree with Mr [redacted] ’s methodology for arriving at his calculated fair price for our services Combining just the direct cost of materials and the cost of direct labor on the job site in no way represents the total cost of operating a professional service business The independent financial survey provided by our nationwide professional association reports that those categories of costs only represented 50.8% of revenue for member businesses such as ours Once again, we respect and admire Mr [redacted] ’s concerns and efforts to protect Mrs [redacted] and hold no ill will in that regard We wish that he was present and involved during any or all of the service process so that he could appreciate the level of service provided and/or have participated in the decision making process in a timely manner before the project was completed We responded promptly to Mr [redacted] ’s phone call complaint regarding the price for our services However, he chose to abruptly terminate the last phone conversation with our Customer Service Manager on 8/8/as an apparent reaction to our sharing of our goal and average of earning a fair and responsible net margin of 10% our revenues We would welcome the opportunity to continue the discussion with Mr [redacted] and would be willing to consider crediting back some or all of that margin as applied to this project if that would please all the parties Thank you again for your service in facilitating this communication