This customer purchased fencing from us in April of The job was completed and paid for in July In November he stated that he contacted his salesman about moving the gate The salesman remembers letting him know that we could move it, did he want a quote to do so He did not hear back from the customer until April when his assistant called the office and asked that we go look at it and let her know what we could do We sent one of our representatives to take pictures On the following Wednesday, April 8th the assistant called again and stated that she had not heard from us I told her I would track down the parties and get an answer to her On Friday I called and told her that the job would of moving the gate was mostly labor and would take about two days to complete This process would include digging up the old posts, cleaning the old concrete off of them (the most laborious process of the job) and re-setting the posts and re-hanging the gate Our COST for two days is $but due to our delay of getting back to her in a timely fashion I told her I would give them a 10% discount so the cost would be $ She indicated that she would have to get with her boss as she didn't think he thought he would have to pay to have a month old completed job changed from the paid agreed upon contract I received a call from [redacted] later in the day and I walked him through the process and the cost.At this time [redacted] became very hostile He said "Let me tell you what I'm going to do I'm going to contact every source I can and give you an awful review if you do not come out and fix my gate at no cost." I was taken aback by his tone, his threat and overall aggressive behavior I asked him why he was being so hostile and what appeared to be threatening me as I had never spoken to him before and was trying to help him He stated "I am threatening you I want the gate moved and our sales rep new about it as he had emails he sent in November, (months after we had completed the job) and if we didn't do what he wanted he would follow through with his threats" Our company offers a one year warranty on labor and material We do not offer a one year warranty or changing your mind and we do not respond when we are threatened with bad reviews especially when we were willing to help but not at 100% our expense I told [redacted] we he stated he WAS threatening me to do what ever he felt he needed to do We will not move his gate, we will no longer honor his warranty and wish him the best His hostility and follow through with his threat from [redacted] to the Revdex.com are a indication of his character not ours [redacted] ***
Date: Thu, Mar 16, at 1:PMSubject: RE: [redacted] Complaint ( [redacted] )To: [redacted] @myRevdex.com.orgHello [redacted] , I am sorry for taking so long to get back to youWe have prepared a PDF of important conversations we had with [redacted] ***As it is mentioned at the end of the Doc, since the entire process was also new for us, *** [redacted] should be able to understand that both are responsible for what happened, Xtra Care for not knowing and automatically not informing the client the right steps for the alliance with RiverSmart and the client, since she was the applicant for the refund and should know what were the requirements to get the refund from them, including passing on the PERC TEST.In order to compensate the inconvenience to the client, Xtra Care offers to refund her the amount of $(half of the total amount we charged her)This way, both parties will be compensated fairlyWe sincerely hope this could work for all of usBest Regards, xtracareMari G
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]I'm providing details here that I need to share to make my caseI ***'t know if this all gets shown publiclyIt's public info on the company website, not private details.I kind of understand ***'s situationShe was not involved at all and I never spoke to her beforeI always spoke to [redacted] that was assigned to me the entire timeMy main problem is that [redacted] obviously doesn't believe me and thinks i'm lyingShe either didn't listen to me or [redacted] is lying to her or he doesn't rememberShe wonders why I was upsetI've been calling for months.Here are the simple factsThey sent two guys to install my gateI got home while the Gate was being put upThe gate opening is only feet wide and it only opened half wayI TOLD THEM TO MOVE IT BACKIT DOESN'T OPEN FULLY.They told me to call the office and they will send them back out to move it backI'VE BEEN CALLING EVER SINCEFind those two guys and ask them, I bet they remember [redacted] and [redacted] should come out and look at the gateWhy would they put in a gate that doesn't open fully? I didn't know that it wouldn't open fully and didn't expect it to open half wayI'm complaining because it is hard to get through itI've been asking for this day oneI would never have paid the second installment if I had known this would go on so long [redacted] just kept telling me that he would handle it.I'm very busyI fly all over the country and world for workI'm not at home looking at the gate everyday and trying to follow upThat's why I eventually had to have my assistant to start calling and she got ***.Here are my phone logsI have no issue sending the PDF that they came from.4/29/ [redacted] *06/06/14, 3:PM [redacted] - 206/13/14, 9:AM ( [redacted] Incoming - 306/16/14, 12:PM ( [redacted] Incoming - 407/03/14, 3:PM ( [redacted] to [redacted] - 309/08/14, 11:AM ( [redacted] to [redacted] - -09/08/14, 11:AM ( [redacted] to [redacted] - 209/08/14, 2:PM ( [redacted] to [redacted] - 109/08/14, 2:PM ( [redacted] to [redacted] - -09/08/14, 2:PM ( [redacted] Incoming - -01/14/15, 9:AM [redacted] to [redacted] - 1Mobile: [redacted] Office: [redacted] From: [redacted] Date: Mon, Nov 3, at 3:PMSubject: Re: 6' O.IFence InformationTo: [redacted] Good afternoon ***, Thank you for the follow up emailI'm sorry I have not gotten by there yetI will put it on my calendar for this week Sent from my [redacted] On Nov 3, 2014, at 2:PM, " [redacted] wrote: [redacted] ,Were you able to come out and look at the fence at [redacted] to see what it would take to move it back a couple feet so it can open fully? [redacted] On Sun, May 18, at 9:AM, [redacted] wrote:Hi [redacted] ,Do you have a date for the installation?On Apr 2, 1:PM, " [redacted] " < [redacted] > wrote:Here is the signed doc[redacted] ***Summit Fence South, Inc."When Qualities Matters..." [redacted] Mobile: [redacted] Office: [redacted] Fax: [redacted] Regards,
I spoke with [redacted] yesterday prior to receipt of this complaint and discussed all his frustrations and possible solutions First, our firm apologizes for our lack of responsiveness No excuse! However, I have promised [redacted] that our general manager and myself will be going to review the situation and figure out the best way to fix his complaints We did not originally install the fence and gate but found that the gate was dragging the ground There were adjustable hinges on the gate to we made the adjustment to lift the gate up which did not level it but made it workable We installed an excellent gate operator that is functioning as it should However, because the gate opens in and the only place to attached the operator creates a 1-foot gap between the gate and fencing we are recommending and accessory that will move the "box" 40' from the gate which will allow it to open properly Fixing the gate is still to be determined I'm hoping once we address these to issues [redacted] will reassess his rating of our company [redacted] ***PresidentSummit Fence South, Inc
I have read the customers response His dates up to July 3rd which is the day he paid his bill were for the initial installation His second call is over days later I'm not sure where the disconnect happened but if a customer is so upset that he threatens me I would expect the (1) he would wait to pay his bill until we correct the misunderstanding and (2) he wouldn't wait days to call We installed his fence per his instructions and signed contract We should not be expected to absorb all expenses because this customer changed his mind In addition, if you want someone to help you resolve an issue you should NEVER resort to extortion as that is illegal The moment he began to threatened me and our company I interrupted him asked him why he was being so hostile and what appeared to be threatening me He firmly told me he was threatening me Our company is to not enable or work with individuals like this He can continue to complain and demand we move his fence for free but as he has already followed through on his extortion plan we WILL NOT BE DOING ANY WORK FOR AT ANY TIME NOW OR IN THE FUTURE [redacted] ***
This customer purchased fencing from us in April of The job was completed and paid for in July In November he stated that he contacted his salesman about moving the gate The salesman remembers letting him know that we could move it, did he want a quote to do so He did not hear back from the customer until April when his assistant called the office and asked that we go look at it and let her know what we could do We sent one of our representatives to take pictures On the following Wednesday, April 8th the assistant called again and stated that she had not heard from us I told her I would track down the parties and get an answer to her On Friday I called and told her that the job would of moving the gate was mostly labor and would take about two days to complete This process would include digging up the old posts, cleaning the old concrete off of them (the most laborious process of the job) and re-setting the posts and re-hanging the gate Our COST for two days is $but due to our delay of getting back to her in a timely fashion I told her I would give them a 10% discount so the cost would be $ She indicated that she would have to get with her boss as she didn't think he thought he would have to pay to have a month old completed job changed from the paid agreed upon contract I received a call from [redacted] later in the day and I walked him through the process and the cost.At this time [redacted] became very hostile He said "Let me tell you what I'm going to do I'm going to contact every source I can and give you an awful review if you do not come out and fix my gate at no cost." I was taken aback by his tone, his threat and overall aggressive behavior I asked him why he was being so hostile and what appeared to be threatening me as I had never spoken to him before and was trying to help him He stated "I am threatening you I want the gate moved and our sales rep new about it as he had emails he sent in November, (months after we had completed the job) and if we didn't do what he wanted he would follow through with his threats" Our company offers a one year warranty on labor and material We do not offer a one year warranty or changing your mind and we do not respond when we are threatened with bad reviews especially when we were willing to help but not at 100% our expense I told [redacted] we he stated he WAS threatening me to do what ever he felt he needed to do We will not move his gate, we will no longer honor his warranty and wish him the best His hostility and follow through with his threat from [redacted] to the Revdex.com are a indication of his character not ours [redacted] ***
Date: Thu, Mar 16, at 1:PMSubject: RE: [redacted] Complaint ( [redacted] )To: [redacted] @myRevdex.com.orgHello [redacted] , I am sorry for taking so long to get back to youWe have prepared a PDF of important conversations we had with [redacted] ***As it is mentioned at the end of the Doc, since the entire process was also new for us, *** [redacted] should be able to understand that both are responsible for what happened, Xtra Care for not knowing and automatically not informing the client the right steps for the alliance with RiverSmart and the client, since she was the applicant for the refund and should know what were the requirements to get the refund from them, including passing on the PERC TEST.In order to compensate the inconvenience to the client, Xtra Care offers to refund her the amount of $(half of the total amount we charged her)This way, both parties will be compensated fairlyWe sincerely hope this could work for all of usBest Regards, xtracareMari G
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]I'm providing details here that I need to share to make my caseI ***'t know if this all gets shown publiclyIt's public info on the company website, not private details.I kind of understand ***'s situationShe was not involved at all and I never spoke to her beforeI always spoke to [redacted] that was assigned to me the entire timeMy main problem is that [redacted] obviously doesn't believe me and thinks i'm lyingShe either didn't listen to me or [redacted] is lying to her or he doesn't rememberShe wonders why I was upsetI've been calling for months.Here are the simple factsThey sent two guys to install my gateI got home while the Gate was being put upThe gate opening is only feet wide and it only opened half wayI TOLD THEM TO MOVE IT BACKIT DOESN'T OPEN FULLY.They told me to call the office and they will send them back out to move it backI'VE BEEN CALLING EVER SINCEFind those two guys and ask them, I bet they remember [redacted] and [redacted] should come out and look at the gateWhy would they put in a gate that doesn't open fully? I didn't know that it wouldn't open fully and didn't expect it to open half wayI'm complaining because it is hard to get through itI've been asking for this day oneI would never have paid the second installment if I had known this would go on so long [redacted] just kept telling me that he would handle it.I'm very busyI fly all over the country and world for workI'm not at home looking at the gate everyday and trying to follow upThat's why I eventually had to have my assistant to start calling and she got ***.Here are my phone logsI have no issue sending the PDF that they came from.4/29/ [redacted] *06/06/14, 3:PM [redacted] - 206/13/14, 9:AM ( [redacted] Incoming - 306/16/14, 12:PM ( [redacted] Incoming - 407/03/14, 3:PM ( [redacted] to [redacted] - 309/08/14, 11:AM ( [redacted] to [redacted] - -09/08/14, 11:AM ( [redacted] to [redacted] - 209/08/14, 2:PM ( [redacted] to [redacted] - 109/08/14, 2:PM ( [redacted] to [redacted] - -09/08/14, 2:PM ( [redacted] Incoming - -01/14/15, 9:AM [redacted] to [redacted] - 1Mobile: [redacted] Office: [redacted] From: [redacted] Date: Mon, Nov 3, at 3:PMSubject: Re: 6' O.IFence InformationTo: [redacted] Good afternoon ***, Thank you for the follow up emailI'm sorry I have not gotten by there yetI will put it on my calendar for this week Sent from my [redacted] On Nov 3, 2014, at 2:PM, " [redacted] wrote: [redacted] ,Were you able to come out and look at the fence at [redacted] to see what it would take to move it back a couple feet so it can open fully? [redacted] On Sun, May 18, at 9:AM, [redacted] wrote:Hi [redacted] ,Do you have a date for the installation?On Apr 2, 1:PM, " [redacted] " < [redacted] > wrote:Here is the signed doc[redacted] ***Summit Fence South, Inc."When Qualities Matters..." [redacted] Mobile: [redacted] Office: [redacted] Fax: [redacted] Regards,
I spoke with [redacted] yesterday prior to receipt of this complaint and discussed all his frustrations and possible solutions First, our firm apologizes for our lack of responsiveness No excuse! However, I have promised [redacted] that our general manager and myself will be going to review the situation and figure out the best way to fix his complaints We did not originally install the fence and gate but found that the gate was dragging the ground There were adjustable hinges on the gate to we made the adjustment to lift the gate up which did not level it but made it workable We installed an excellent gate operator that is functioning as it should However, because the gate opens in and the only place to attached the operator creates a 1-foot gap between the gate and fencing we are recommending and accessory that will move the "box" 40' from the gate which will allow it to open properly Fixing the gate is still to be determined I'm hoping once we address these to issues [redacted] will reassess his rating of our company [redacted] ***PresidentSummit Fence South, Inc
I have read the customers response His dates up to July 3rd which is the day he paid his bill were for the initial installation His second call is over days later I'm not sure where the disconnect happened but if a customer is so upset that he threatens me I would expect the (1) he would wait to pay his bill until we correct the misunderstanding and (2) he wouldn't wait days to call We installed his fence per his instructions and signed contract We should not be expected to absorb all expenses because this customer changed his mind In addition, if you want someone to help you resolve an issue you should NEVER resort to extortion as that is illegal The moment he began to threatened me and our company I interrupted him asked him why he was being so hostile and what appeared to be threatening me He firmly told me he was threatening me Our company is to not enable or work with individuals like this He can continue to complain and demand we move his fence for free but as he has already followed through on his extortion plan we WILL NOT BE DOING ANY WORK FOR AT ANY TIME NOW OR IN THE FUTURE [redacted] ***