Initial Business Response /* (1000, 8, 2014/10/27) */
Despite our not finding the original complaint notification, Suburban Service HAD been in contact with [redacted] regarding his Freezer. Saturday October 18th Suburban Service's direct contact whereby the agreed upon amount was of...
$500.00 to be sent to customer Monday October 20th. As was complied; The result of the conversation was as there had been one part souldered within the unit, check number [redacted] was sent and has been since cashed for the amount of $500.00 as of October 22nd, 2014.
To the best of our knowledge the cashing of the check we took to mean all is well as we have not heard of any other issues as of today.
Hoping despite the delay in contacting you the Revdex.com, once we are aware of any concerns of any customer it is especially important to us to make the situation good. As we have been in Business over 62 years now, customer service is what we strive for.
Should there be anything else we should do, please let us know, as we would expect.
I am sorry the customer had not notified you the Revdex.com of the resolution to this issue.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Original text from [redacted] the repairmen stated that he would refund $650. In phone conversation he only wanted to pay $500 because of cost of part.
I was concerned check from [redacted] could bounce so I asked [redacted] if he could send $500 upfront, with what I thought was the understanding that an additional $150 was to be sent later.
Repairman originally said he could repair for $650 and as stated above, in text to me said he would refund full $650.
Sincerely,
[redacted]
Final Business Response /* (4000, 12, 2014/10/29) */
Suburban Service, Inc was surprised to hear[redacted] was not in agreement with the check for $500.00 mailed and subsequently cashed; when it was thought to have been what the conversation Saturday 10/18/2014 had concluded.
After seeing this response from the Revdex.com; Suburban Service Office immediately called both the Technician AND[redacted] to ascertain whatever miscommunication there obviously seemed to be due to a reported TEXT MESSAGE between Tech and Customer..
It would seem such that the customer[redacted] in this case should have gone directly to Suburban Service Office immediately, rather than handling any questions and concerns with the Technician IF he were to be displeased with either the conversation or attempted resolution. Had this been the case it would have already been resloved. It was only on Saturday October 18th, 2014 the Office was made aware of this situation after having[redacted] call finally the office as Suburban Service had NOT received any notification prior from either[redacted] or the Revdex.com (found within the e-mails.) It was on the 18th that Both[redacted] and [redacted] had appeared to have agreed upon $500.00. We are not real sure as to why[redacted] believed a separate check would be sent for $150.00, however as soon as we became aware THIS is what[redacted] understood a check is being issed for this final refund now assumed paid in full.
Had it not been for indirect dealings with Suburban Service Office, and Text Messages not relayed to said Office this never would have happened. The said Text Messaging had gone between the Tech and Customer....
Simply put, if a consumer has ANY questions CALL immediately. Thank is WHY Suburban Service, Inc maintains Office Personnel rather than being unstaffed, for direct communication purposes.
Suburban Service, Inc HAS the Office PHONE NUMBER on the Invoices, not to mention it was initally called upon for service, therefore it is what Suburban would expect, rather than needing any third party.
There is something to be said for DIRECT and OPEN COMMUNICATION.
Initial Business Response /* (1000, 8, 2014/10/27) */
Despite our not finding the original complaint notification, Suburban Service HAD been in contact with [redacted] regarding his Freezer. Saturday October 18th Suburban Service's direct contact whereby the agreed upon amount was of...
$500.00 to be sent to customer Monday October 20th. As was complied; The result of the conversation was as there had been one part souldered within the unit, check number [redacted] was sent and has been since cashed for the amount of $500.00 as of October 22nd, 2014.
To the best of our knowledge the cashing of the check we took to mean all is well as we have not heard of any other issues as of today.
Hoping despite the delay in contacting you the Revdex.com, once we are aware of any concerns of any customer it is especially important to us to make the situation good. As we have been in Business over 62 years now, customer service is what we strive for.
Should there be anything else we should do, please let us know, as we would expect.
I am sorry the customer had not notified you the Revdex.com of the resolution to this issue.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Original text from [redacted] the repairmen stated that he would refund $650. In phone conversation he only wanted to pay $500 because of cost of part.
I was concerned check from [redacted] could bounce so I asked [redacted] if he could send $500 upfront, with what I thought was the understanding that an additional $150 was to be sent later.
Repairman originally said he could repair for $650 and as stated above, in text to me said he would refund full $650.
Sincerely,
[redacted]
Final Business Response /* (4000, 12, 2014/10/29) */
Suburban Service, Inc was surprised to hear[redacted] was not in agreement with the check for $500.00 mailed and subsequently cashed; when it was thought to have been what the conversation Saturday 10/18/2014 had concluded.
After seeing this response from the Revdex.com; Suburban Service Office immediately called both the Technician AND[redacted] to ascertain whatever miscommunication there obviously seemed to be due to a reported TEXT MESSAGE between Tech and Customer..
It would seem such that the customer[redacted] in this case should have gone directly to Suburban Service Office immediately, rather than handling any questions and concerns with the Technician IF he were to be displeased with either the conversation or attempted resolution. Had this been the case it would have already been resloved. It was only on Saturday October 18th, 2014 the Office was made aware of this situation after having[redacted] call finally the office as Suburban Service had NOT received any notification prior from either[redacted] or the Revdex.com (found within the e-mails.) It was on the 18th that Both[redacted] and [redacted] had appeared to have agreed upon $500.00. We are not real sure as to why[redacted] believed a separate check would be sent for $150.00, however as soon as we became aware THIS is what[redacted] understood a check is being issed for this final refund now assumed paid in full.
Had it not been for indirect dealings with Suburban Service Office, and Text Messages not relayed to said Office this never would have happened. The said Text Messaging had gone between the Tech and Customer....
Simply put, if a consumer has ANY questions CALL immediately. Thank is WHY Suburban Service, Inc maintains Office Personnel rather than being unstaffed, for direct communication purposes.
Suburban Service, Inc HAS the Office PHONE NUMBER on the Invoices, not to mention it was initally called upon for service, therefore it is what Suburban would expect, rather than needing any third party.
There is something to be said for DIRECT and OPEN COMMUNICATION.