Summit Electric Supply

Complaint: I am rejecting this response because: The response from the company owner seeks to distract from the point by making and defamatory statements about the conduct of my groupWe were nothing but polite to the bangtel representative and plumberWe accommodated their intrusion into our stay because we knew they had work to doPlus, we were assured by the bangtel representative Noel that w would be properly compensated for the inconvenienceShe expressed deep appreciation for our understanding and taking everything so wellAgain, however, the primary issue remains: we were without any working shower for the first full hours of our stay from Friday to SundayMidway through Saturday, one shower remained unfixableSo we had one shower for the entire group of This is a basic hygiene and safety issue that was not resolvedWhether bangtel incurred expense to fix the issue is not relevant to the discussion hereWe did not cause the problem, yet bangtel seems to want to make us responsible for itWe again request a refund for the first night where we had not a single working showerLastly, property owner's claim that there were four beds in the home are falseThere were only three beds and one futon or set of stacked cushions in the master bedroom that was covered in a sheet to look like a bedI know because I slept on it, and it was very painfulI woke up very sore and stiff.Again, despite these other inconveniences the real issue is the health and safety matter caused by the lack of working showersBangtel's proposed solution is neither acceptable nor fairA credit for a future stay is not a fair solution because we are seeking reimbursement, not to spend more money in the future on bangtel, particularly considering their treatment of usIt is unfortunate that they seem to care more about not reimbursing us for the injury they caused than maintaining a positive brand Sincerely, Leila [redacted]

As always, it pains us to hear that a guest was not satisfied with our serviceGiven the significant level of attention, effort, and quantifiable results taken, in this case we are unfortunately also perplexedThe group in question booked another much smaller property with us in Humboldt Park,
however, the city was doing construction in the area and power was cut for the property a day before check in with no word on when the problem might be resolvedIn order not to have to cancel on the reservation (a double bachelorette party), we paid above the original booking fee to move the guests of another property to a hotelFor our own part, this accommodation alone incurred an additional $for the moveWhile we were in process with this resolution, we gave the fiance the option to cancel for a full refundHe informed us that that would absolutely not workSo, instead, accommodations were upgraded to a $million dollar 4,square foot modern home in Westtown.From the minute of the move, our guests complained that the house was too modern and too sterile and had no decor. We got them bottles of Prosecco and set up a cute display of gourmet cookies and a Welcome Note, with unfortunately no recognition. At 12:AM, our guests texted our cleaner directly and let her know that the shower was not hotAt 8:AM the following morning, we called our guests back to learn more detailsIn this exchange, our guests also noted that the shower knob came offWe learned that the party was headed out for the day and would not be back until after Second City in the evening, so the knob fix and hot water solution was “no rush.” At this point, we booked an Emergency Plumber to come out to fix the issueThe service technician indicated that the knob was twisted too hard and was broken off, which incurred an additional $to fix which we also agreed to in order to reimburse the homeownerFurther, the technician indicated that our guests had also broken the fixture for the middle showerThe resolution to the hot water problem was simply that the pilot light was off on the water tank, so the technician turned it back on and hot water was on again from that point. Relative to a light being out downstairs, our guests had left the exhaust fan on which simply required flipping a reset button, which we relayed and then was fixed. There are two thermostats for the home and this was also conveyed to our guests, however they mentioned not being able to control the heatUnfortunately, the guests were operating the wrong controls for the areas of the home and, hence, either over-heating themselves or over-cooling respectively.Due to rain, the guests changed the plans they had communicated to us early in the day and instead returned in the afternoonAccording to our service technician, the people in question were rude and demanded that the plumbing issues be resolved immediately which was not possible as his focus had shifted to solving for the damaged shower handles. Relative to the sleeping accommodations, the upgraded unit served women vis a vis bedsOnly woman had to sleep on a luxe air mattress that is basically the same height and form as a standard bedThe initial home booked before the transfer and upgrade included only beds, so again an extra bed upgrade was included in this newer home. During and after their stay, our guests continued to ask for compensationWe accommodated the original move, provided gifts, engaged an emergency plumbing technician and BANGTEL team member on premise all day Saturday. We also accommodated a later check-out and moved their bags to our office to accommodate a PM pickupWhile they have requested a refund, we offered a $travel credit to the bride and $travel credit per girl to be used at any location, for a total of $credit after accommodating a move and paying $2,in out of pocket to accommodate a hotel move and damaged plumbing fixtures, which we believe more than exhibits our good intentions for premium customer service and our willingness to take responsibility for situations which in many cases are beyond our control (as they clearly were in this case).In the end, the guest communicated that they would have taken the refund and canceled, which was exactly what we had offered at the outset and which in retrospect seems may have been a more prudent choice for all involved. Tell us why here

Complaint: 12179899
I am rejecting this response because: The response from the company owner seeks to distract from the point by making false and defamatory statements about the conduct of my group. We were nothing but polite to the bangtel representative and plumber. We accommodated their intrusion into our stay because we knew they had work to do. Plus, we were assured by the bangtel representative Noel that w would be properly compensated for the inconvenience. She expressed deep appreciation for our understanding and taking everything so well. Again, however, the primary issue remains: we were without any working shower for the first full 24 hours of our stay from Friday to Sunday. Midway through Saturday, one shower remained unfixable. So we had one shower for the entire group of 10. This is a basic hygiene and safety issue that was not resolved. Whether bangtel incurred expense to fix the issue is not relevant to the discussion here. We did not cause the problem, yet bangtel seems to want to make us responsible for it. We again request a refund for the first night where we had not a single working shower. Lastly, property owner's claim that there were four beds in the home are false. There were only three beds and one futon or set of stacked cushions in the master bedroom that was covered in a sheet to look like a bed. I know because I slept on it, and it was very painful. I woke up very sore and stiff.Again, despite these other inconveniences the real issue is the health and safety matter caused by the lack of working showers. Bangtel's proposed solution is neither acceptable nor fair. A credit for a future stay is not a fair solution because we are seeking reimbursement, not to spend more money in the future on bangtel, particularly considering their treatment of us. It is unfortunate that they seem to care more about not reimbursing us for the injury they caused than maintaining a positive brand. 
Sincerely,
Leila [redacted]