SSC PC

Customer [redacted] Assessment performed 5/5/15By Scott C***Complaint was made against SSC PC, however, the service was not performed by SSC PCI was sent out on the call on behalf of [redacted] ***Customer got angry with me because he said I promised to bring a remote matching his bed to the callThis is not possible and I would have never promised this due to the fact that there are 100’s of different remotes I would need to stock and keep in inventoryI never committed to bringing a remote to this customer as he statesI do not stock a single remote, everI told the customer on my original call that I was being sent out to assess the water damage to the bed and take photographs of the bed to be sent to [redacted] to determine any water damageHe told me he was not sure if he could locate the remoteHe stated he would continue to look for it for when our appointment was scheduledI told him that I would be able to photograph the water damage and do the best we could with whatever situation he presentedSince he stated that he would continue to look for the remote, I assumed he would take the responsibility to acquire another one should be not find itHe (the owner) had a time frame of days to locate or acquire a remote from the time the appointment was made until the time of service(In his complaint, he states he was given just days notification)On the day of service, he was not at home, only his wife wasShe looked for it, but could not locate it eitherAt this point his wife called him and asked him for the remote, which is when he went ballistic.Below is the history of the Work Order in questionI have copied and pasted the notes entered exactly as they are entered in the W.OOnce entered in the system, they cannot be modified therefore are original commentsMr [redacted] states that we arrived late, however, when setting an appointment, we always give a time range for the arrival time like any service company There are too many unknowns to do otherwiseHe states I was late arriving at 10:00am, when I was within the time frame givenHe was also made aware of the time frame arrival on 4/24/as noted below.Work Order Assigned to Scott C [redacted] 04/23/ 04:PM CSTWork Order Published 04/23/ 04:PM CSTScott C***: Spoke with customer and sched for 5/9-10am 04/24/ 08:PM CSTScott C*** (ID: 14915) Checked In – Visit #05/05/ 10:AM CSTScott C*** (ID: 14915) Checked Out – Visit #05/05/ 11:AM CSTThe following is the text message he sent me at 10:am:DD-10:23am You are late to your appointment in Alexandria VirginiaWere you even going to call to say you would be late?Me-Reply-10:25am I have already looked at the bed.Below are my notes to [redacted] after the call:Arrive onsite at 10:amCheck in with customer onsiteMr [redacted] was not home His wife escorted me to the bed that was to be assessedAssessed the bed for water damagePhotographed all aspects of the bedI did not find any visual indications of water damage (I have several tests I performed as well as indicators that show water damage-these were included in my WO notes for [redacted] ***, but are not included here) Also sent back to [redacted] were photos taken of the assessmentUpon asking for the remote to test additional electronic functions of the bed, Mrs [redacted] explained that the water damage repair company likely threw the remote in the trashShe was not sure, but could not produce itI then let the customer know I needed to go to my vehicle for a few minutesAt this point I called [redacted] at [redacted] to update her of the situationAt 10:am, Mr [redacted] texted me and asked why I was not at his home yetI was already finished by this time and was in the car speaking with [redacted] at [redacted] letting her know about the remoteI texted back that I had already photo-documented the bed and was pretty much finished with the info I needed to collect After updating ***, I went back in to snap a few more pics of the bed clearance with a rulerAt this time, I let Mrs [redacted] know that I was done collecting all of the information I needed and let her know that had I no way of further testing the electronic functions of the bedHowever, I was able to collect the indicators of flood damage to structure/frame of the bedShe asked how quickly I would be able to come back out once she obtained a new remote and could I come out on SaturdayI told her no problem and that I would make every effort to come out the same day she received the remote She said she would call her husband to ask him if he knew where the remote wasShe did and then put me on the phone to speak with him I explained that I had collected all the photos I needed, but I was not the person who would be making any decisions regarding final repair actions on the bedI also let him know that I could not test electronic functionality of the bed due to not having the remote onsiteIt was at this point that Mr [redacted] became irate, saying first that I was late arrivingI explained that we had spoke on the 24th of April and I had even put in the notes that I would arrive between and amHe said I liedOnce we got past this, he told me that I promised to bring a remote and that the service center said I would have a remote(There are obviously many, many remotes available I do not have one for this bed)The service center knows this as well and would never make this promise of me as wellI explained again that I had all the info I needed and that he would need to call the Service Center for the next stepsAt this point, he repeated to me that I should have a remoteEvery time, I tried to speak, he just interrupted me and repeated his feelings about the remoteAfter he repeated this times, I asked him if it would be ok if I speakHe said yes, at which point I again told him that I had what I needed and that he would need to call to order a remote if so desiredHe then told me to Shut the F [redacted] upAt this point, I told him that I was done with this conversation, as I will not be spoken to in such a manner and let him know he would need to call the Service Center to proceed with further actionI then hung up the phone to prevent further verbal abuse.He then tried to call back 2x times to his wife while I was still onsite, which his wife ignoredI received the signoff from the wifeAs I was leaving, he then started sending me text messages verbally abusing me and talking down to me.Below are all text messages he sent me I have retained these in my phone for furtherReview if needed.1st Msg-10:23am You are late to your appointment in Alexandria Virginia Were you even going to call to say you would be late?Me-Reply-10:25am I have already looked at the bed.2nd Msg- 10:57am- Were you trained at 7/11?3rd Msg-11:04posting it on the internet4th Msg-11:05am-You are COMPLETELY unprofessional, Unreasonable, Incompetent, and Unworthy of your jobI am writing your name on my Revdex.com report and I.5th Msg-11:17am-Found you for my Revdex.com report :)6th Msg-11:17am-http://www.sscpc.com/Home.htmAt this point I called [redacted] several times and again updated herShe said to forward all the texts, which I did.We also discussed whether we(or I) should call him back and ask him what it is that he is looking for me to do for him right now since I have already done everything I could do for today [redacted] let me know that he had called in and cursed out the Service Center as well and made a CSR upset and cryNot sure what was saidAt 11:44, I called himHe did not answer, so I left a messageI told him that we had already collected all photos needed and asked what he would like for us to do for him and that we were not sure what he was looking to have done todayI also stated that we had all the information we needed for the situation that we were presentedI told him to call me back and let me know what he would like us to do for him.At 12:10pm, I received the following email, which I forwarded to ***:-----Original Message-----From: [redacted] [mailto: [redacted] ]Sent: Tuesday, May 05, 12:PMTo: [redacted] Subject:This email is for Stephen Scott C***You arrived late to your appointment to assess my [redacted] Advance Bed BaseWorse, you did not do your jobYou hung up on my over the phone, would not let me speak, and were completely unreasonable, unprofessional, combative, and abusiveI have reported you to the RevDex.com (I created a new profile for SSC PC).Please don't contact me again.--------------------------------------------------------------------------...⇄ was not going to stay on the phone and let him to continue to verbally abuse meAfter he became erratic on the phone, I received a signature from the wife and departed the siteThe wife and I spoke very cordially the entire time and never once did she display any hostility nor even raise her tone of voiceRegardless of this, [redacted] ’ behavior was so erratic at this point that I was not going to stay onsite any longer in case he decides to further escalate his actions.Customer states that I refused to provide documentation of the WOThere was no reason to refuse this requestThe customer was provided a copy of the WO prior to my departureNo refusal took place at all.He would be arrested if he spoke to a Police Officer in the manner he spoke to meI am not sure what he said to the CSR at the call center, but I am sure it was probably the same.Customer stated he would research me and one he found me on the internet, then proceeded to file this complaint against my company even though I was there working for another company for this call.SSCPC did not collect any money from this customer at allHe states he wants a refund from SSPC, but SSCPC did not collect any money from this customerI am sent out on a hourly/job basis on the calls for [redacted] as an individualMy part-time company-SSC PC has nothing to do with theseThe fact that the customer was able to look up my name from his caller ID on his phone from when I confirmed the appointment, and then do an internet search for me to find out about me and then threaten my company because he was able to find my name is just plain harassment and unwarranted.Because a customer might not like the outcome of the findings of the Field Technician, does not make them moot or invalidNor does it give that customer the right to become hostile to the Field Technician

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
In response to MrC***’s response to my complaint, first I
would like to certify and reiterate that this complaint is against SSC PC (not ***)Regardless of whatever Mr
C***’s relationship is with ***, MrC*** came to my home to repair
my *** for hire and he is the one that failed at his jobThe claims made
in MrC***’s response are completely fallacious, defamatory, and self-serving
Regardless of MrC***’s flippant rant, all of my complaints stand and nothing
he wrote in response refutes my complaintsIn fact, if MrC*** put forth as
much effort in his day job as he did in responding to my complaint, he might
have a chance at being competentI would like to express my disappointment
that MrC***, who has no formal training in electronics or repair, but rather
has years of experience working at Pizza Hut, was sent to repair my
***
I will re-iterate my complaints: 1) MrC*** told me that
he could repair my *** without my having the remote present, but when
he showed up for the job it was a completely different story; 2) MrC***
called me on a Friday after pm saying he would come to my house for the job
on Monday, just days laterI have a witness for the content and timing of
this phone call; 3) MrC***’s tone, attitude, behavior, language, and
demeanor were completely unreasonable, unprofessional, combative, and verbally
abusiveI would like to document at this time that I am afraid of MrC***
and worry about a physical confrontation with him since he knows where I live
and is extremely angryIf I receive any calls, emails, or in-person visits
from MrC***, I will be sure to involve the authorities in the matter
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
In response to MrC***’s response to my complaint, first I
would like to certify and reiterate that this complaint is against SSC PC (not ***)Regardless of whatever Mr
C***’s relationship is with ***, MrC*** came to my home to repair
my *** for hire and he is the one that failed at his jobThe claims made
in MrC***’s response are completely fallacious, defamatory, and self-serving
Regardless of MrC***’s flippant rant, all of my complaints stand and nothing
he wrote in response refutes my complaintsIn fact, if MrC*** put forth as
much effort in his day job as he did in responding to my complaint, he might
have a chance at being competentI would like to express my disappointment
that MrC***, who has no formal training in electronics or repair, but rather
has years of experience working at Pizza Hut, was sent to repair my
***
I will re-iterate my complaints: 1) MrC*** told me that
he could repair my *** without my having the remote present, but when
he showed up for the job it was a completely different story; 2) MrC***
called me on a Friday after pm saying he would come to my house for the job
on Monday, just days laterI have a witness for the content and timing of
this phone call; 3) MrC***’s tone, attitude, behavior, language, and
demeanor were completely unreasonable, unprofessional, combative, and verbally
abusiveI would like to document at this time that I am afraid of MrC***
and worry about a physical confrontation with him since he knows where I live
and is extremely angryIf I receive any calls, emails, or in-person visits
from MrC***, I will be sure to involve the authorities in the matter
Regards,
*** ***

Customer [redacted]Assessment performed 5/5/15By Scott C[redacted]Complaint was made against SSC PC,
however, the service was not performed by SSC PC. I was sent
out on the call on behalf of [redacted]. Customer got angry
with me because he said I promised to bring a remote matching his bed
to...

the call. This is not possible and I would have never promised
this due to the fact that there are 100’s of different remotes I
would need to stock and keep in inventory. I never committed to
bringing a remote to this customer as he states. I do not stock a
single remote, ever. I told the customer on my original call that I
was being sent out to assess the water damage to the bed and take
photographs of the bed to be sent to [redacted] to determine
any water damage. He told me he was not sure if he could locate the
remote. He stated he would continue to look for it for when our
appointment was scheduled. I told him that I would be able to
photograph the water damage and do the best we could with whatever
situation he presented. Since he stated that he would continue to
look for the remote, I assumed he would take the responsibility to
acquire another one should be not find it. He (the owner) had a time
frame of 11 days to locate or acquire a remote from the time the
appointment was made until the time of service. (In his complaint,
he states he was given just 3 days notification). On the day of
service, he was not at home, only his wife was. She looked for it,
but could not locate it either. At this point his wife called him
and asked him for the remote, which is when he went ballistic.Below is the history of the Work Order
in question. I have copied and pasted the notes entered exactly as
they are entered in the W.O. Once entered in the system, they cannot
be modified therefore are original comments. Mr. [redacted] states that
we arrived late, however, when setting an appointment, we always give a time range for the arrival time like any service company.
There are too many unknowns to do otherwise. He states I was late
arriving at 10:00am, when I was within the time frame given. He was
also made aware of the time frame arrival on 4/24/15 as noted below.Work
Order Assigned to Scott
C[redacted] 04/23/2015
04:08 PM CSTWork
Order Published 04/23/2015
04:08 PM CSTScott
C[redacted]: Spoke
with customer and sched for 5/5 9-10am 04/24/2015
08:19 PM CSTScott
C[redacted] (ID: 14915)
Checked In – Visit #1 05/05/2015
10:00 AM CSTScott
C[redacted] (ID: 14915)
Checked Out – Visit #1 05/05/2015
11:00 AM CSTThe following is the text message he
sent me at 10:23 am:DD-10:23am You are late to your
appointment in Alexandria Virginia. Were you even going to call to
say you would be late?Me-Reply-10:25am I have already looked
at the bed.Below are my notes to [redacted] after the call:Arrive onsite at
10:00 am. Check in with customer onsite. Mr. [redacted] was not home.
His wife escorted me to the bed that was to be assessed. Assessed the
bed for water damage. Photographed all aspects of the bed. I did
not find any visual indications of water damage (I have several tests
I performed as well as indicators that show water damage-these were
included in my WO notes for [redacted]
[redacted], but are not included here).
Also sent back to [redacted] were 19 photos taken of the assessment. Upon asking for the remote to
test additional electronic functions of the bed, Mrs. [redacted]
explained that the water damage repair company likely threw the
remote in the trash. She was not sure, but could not produce it. I
then let the customer know I needed to go to my vehicle for a few
minutes. At this point I called [redacted] at [redacted]
[redacted] to update her of the
situation. At 10:23 am, Mr. [redacted] texted me and asked why I was
not at his home yet. I was already finished by this time and was in
the car speaking with [redacted] at [redacted]
[redacted] letting her know about the
remote. I texted back that I had already photo-documented the bed
and was pretty much finished with the info I needed to collect.
After updating [redacted], I went back in to snap a few more pics of the
bed clearance with a ruler. At this time, I let Mrs. [redacted] know
that I was done collecting all of the information I needed and let
her know that had I no way of further testing the electronic
functions of the bed. However, I was able to collect the indicators
of flood damage to structure/frame of the bed. She asked how quickly
I would be able to come back out once she obtained a new remote and
could I come out on Saturday. I told her no problem and that I would
make every effort to come out the same day she received the remote.
She said she would call her husband to ask him if he knew where the
remote was. She did and then put me on the phone to speak with him.
I explained that I had collected all the photos I needed, but I was
not the person who would be making any decisions regarding final
repair actions on the bed. I also let him know that I could not test
electronic functionality of the bed due to not having the remote
onsite. It was at this point that Mr. [redacted] became irate, saying
first that I was late arriving. I explained that we had spoke on the
24th of April and I had even put in the notes that I would arrive between
9 and 10 am. He said I lied. Once we got past this, he told me that
I promised to bring a remote and that the service center said I would
have a remote. (There are obviously many, many remotes available I
do not have one for this bed). The service center knows this as well
and would never make this promise of me as well. I explained again
that I had all the info I needed and that he would need to call the
Service Center for the next steps. At this point, he repeated to me
that I should have a remote. Every time, I tried to speak, he just
interrupted me and repeated his feelings about the remote. After he
repeated this 3 times, I asked him if it would be ok if I speak. He
said yes, at which point I again told him that I had what I needed
and that he would need to call to order a remote if so desired. He
then told me to Shut the F[redacted] up. At this point, I told him that I
was done with this conversation, as I will not be spoken to in such a
manner and let him know he would need to call the Service Center to
proceed with further action. I then hung up the phone to prevent
further verbal abuse.He then tried to call back 2x times to
his wife while I was still onsite, which his wife ignored. I
received the signoff from the wife. As I was leaving, he then started
sending me text messages verbally abusing me and talking down to me.Below are all text messages he sent me.
I have retained these in my phone for furtherReview if needed.1st Msg-10:23am You are late to your appointment in Alexandria Virginia.
Were you even going to call to say you would be late?Me-Reply-10:25am
I have already looked at the bed.2nd Msg- 10:57am- Were you trained at 7/11?3rd Msg-11:04am-Am posting it on the internet4th
Msg-11:05am-You are COMPLETELY unprofessional, Unreasonable,
Incompetent, and Unworthy of your job. I am writing your name on my
Revdex.com report and I.5th Msg-11:17am-Found you for my Revdex.com report :)6th Msg-11:17am-http://www.sscpc.com/Home.htmAt this point I called [redacted] several
times and again updated her. She said to forward all the texts,
which I did.We also discussed whether we(or I)
should call him back and ask him what it is that he is looking for me
to do for him right now since I have already done everything I could
do for today. [redacted] let me know that he had called in and cursed out
the Service Center as well and made a CSR upset and cry. Not sure
what was said. At 11:44, I called him. He did not
answer, so I left a message. I told him that we had already
collected all photos needed and asked what he would like for us to do
for him and that we were not sure what he was looking to have done
today. I also stated that we had all the information we needed for
the situation that we were presented. I told him to call me back and
let me know what he would like us to do for him.At 12:10pm, I received the following
email, which I forwarded to [redacted]:-----Original
Message-----From: [redacted] [mailto:[redacted]]Sent: Tuesday, May 05, 2015 12:10 PMTo: [redacted]Subject:This email is for Stephen Scott C[redacted]. You
arrived late to your appointment to assess my [redacted]
Advance Bed Base. Worse, you did not do your job. You
hung up on my over the phone, would not let me speak, and were
completely unreasonable, unprofessional, combative, and abusive. I have reported you to the RevDex.com (I created a new profile for SSC PC).Please don't contact me again.--------------------------------------------------------------------------...⇄ was not going to stay on the
phone and let him to continue to verbally abuse me. After he became
erratic on the phone, I received a signature from the wife and
departed the site. The wife and I spoke very cordially the entire
time and never once did she display any hostility nor even raise her
tone of voice. Regardless of this, [redacted]’ behavior was so
erratic at this point that I was not going to stay onsite any longer
in case he decides to further escalate his actions.Customer states that I refused to
provide documentation of the WO. There was no reason to refuse this
request. The customer was provided a copy of the WO prior to my
departure. No refusal took place at all.He would be arrested if he spoke
to a Police Officer in the manner he spoke to me. I am not sure
what he said to the CSR at the call center, but I am sure it was
probably the same.Customer stated he would research
me and one he found me on the internet, then proceeded to file this
complaint against my company even though I was there working for
another company for this call.SSCPC did not collect any money
from this customer at all. He states he wants a refund from SSPC,
but SSCPC did not collect any money from this customer. I am sent out on a hourly/job
basis on the calls for [redacted] as an individual. My
part-time company-SSC PC has nothing to do with these. The fact
that the customer was able to look up my name from his caller ID on
his phone from when I confirmed the appointment, and then do an
internet search for me to find out about me and then threaten my
company because he was able to find my name is just plain harassment
and unwarranted.Because a customer might not like
the outcome of the findings of the Field Technician, does not make
them moot or invalid. Nor does it give that customer the right to
become hostile to the Field Technician.