After some more research we were able to go back and see notes on the customer account about the servicesIt seems in the past it has been a few different contacts calling in to ask about when services were scheduled or ask for extra shredsIt shows that all three of the times below, we attempted to service the account but no one was available once the CSR was at the locationIt does show in the second to last CIC/Note that they did ask for a hour prior phone callWe can add notes to the account, but this can be very hard sometimes for the CSRs and we can’t always insure it will happen, as the driver will have many customers to reach in one dayThat is why we like to provide the customer with a Schedule of their service dates so they are aware of the exact dates we are coming out Unfortunately if the customer is not available at the time of service, it is part of the policy that CSR close out the order as not available and move onThis is stated in the terms of the agreement that are signed when the account is setupWe do however try to work with the customers to avoid chargesAs you can see attached we have included the last years Certificate Copies some with signatures but then it shows in May that we stopped getting ahold of a contactSo with that being said the CSR would not be able to get a signature if there was no one available On the attached CODs you may notice they state times the driver was there, these times are mostly correct but when a CSR comes to a stop that is unavailable they sometimes leave the ticket open in case they go back and will then close it out when they return to the yard, so it will show later hours as between 5-6:30pm which is when they return to the yard, not necessarily meaning he was there that lateWe do have clear business hours on the account from 9:00am and 4:00pm and we strive to service our customers between them We do appreciate it being brought to our attention and while we wish this could have been resolved earlier to avoid any further chargesI have attached a schedule for the customer and in future if it the customer needs another they need only ask one of our team members at the My Shredit number [redacted] Or email at [redacted] Hoping all this information helpsAlso we can credit the last two services here at our local level, that being October and November invoices of $eachIf that does not suit well then we ask they call in to speak to the billing escalation team and they may get appropriate approvals for the past due balance of $ [redacted] [redacted] [redacted] [redacted] * [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] *** [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** * [redacted] * [redacted] Let me know If there is any other questions regarding this matterThank you,
I am rejecting this response because: The service agreement that was signed was explained to be needed to start service not to lock us into a contract, which was never discussed, we requested a month to month service as we were transitioning to be paperless and had large amount of paper to dispose of.I place this error is the hands of Shred It Sale Representative, and since we were never told or explained about a year contract on the reverse side of a service agreement that did not require an initial or signature that we requested a month to month service for, how can Shred It feel it is fair business practice to trick companies into year contract by having sale representative using service contracts as year service contracts
After some more research we were able to go back and see notes on the customer account about the servicesIt seems in the past it has been a few different contacts calling in to ask about when services were scheduled or ask for extra shredsIt shows that all three of the times below, we attempted to service the account but no one was available once the CSR was at the locationIt does show in the second to last CIC/Note that they did ask for a hour prior phone callWe can add notes to the account, but this can be very hard sometimes for the CSRs and we can’t always insure it will happen, as the driver will have many customers to reach in one dayThat is why we like to provide the customer with a Schedule of their service dates so they are aware of the exact dates we are coming out Unfortunately if the customer is not available at the time of service, it is part of the policy that CSR close out the order as not available and move onThis is stated in the terms of the agreement that are signed when the account is setupWe do however try to work with the customers to avoid chargesAs you can see attached we have included the last years Certificate Copies some with signatures but then it shows in May that we stopped getting ahold of a contactSo with that being said the CSR would not be able to get a signature if there was no one available On the attached CODs you may notice they state times the driver was there, these times are mostly correct but when a CSR comes to a stop that is unavailable they sometimes leave the ticket open in case they go back and will then close it out when they return to the yard, so it will show later hours as between 5-6:30pm which is when they return to the yard, not necessarily meaning he was there that lateWe do have clear business hours on the account from 9:00am and 4:00pm and we strive to service our customers between them We do appreciate it being brought to our attention and while we wish this could have been resolved earlier to avoid any further chargesI have attached a schedule for the customer and in future if it the customer needs another they need only ask one of our team members at the My Shredit number [redacted] Or email at [redacted] Hoping all this information helpsAlso we can credit the last two services here at our local level, that being October and November invoices of $eachIf that does not suit well then we ask they call in to speak to the billing escalation team and they may get appropriate approvals for the past due balance of $ [redacted] [redacted] [redacted] [redacted] * [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] *** [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** * [redacted] * [redacted] Let me know If there is any other questions regarding this matterThank you,
I am rejecting this response because: The service agreement that was signed was explained to be needed to start service not to lock us into a contract, which was never discussed, we requested a month to month service as we were transitioning to be paperless and had large amount of paper to dispose of.I place this error is the hands of Shred It Sale Representative, and since we were never told or explained about a year contract on the reverse side of a service agreement that did not require an initial or signature that we requested a month to month service for, how can Shred It feel it is fair business practice to trick companies into year contract by having sale representative using service contracts as year service contracts