***,
I think you are taking the point I was making out of context, if you note at the end of my email to the Revdex.com I said "I think a lot of this just came down to some
communication issues between us and the customer" I was claiming that we had a level of responsibility in not showing up when you expected us to
Also I did call you back on 8/21/to confirm the date and time of the service call My return call was within 1-hours of my conversation with you At that time I spoke with your wife and confirmed the appointment date and time for 8/23/at 12:pm The point I was trying to make was that there was miss-communication from the initial appointment that you feel we missed My superintendent felt like he had conveyed that we would try to fit you in if he could for the day, and unfortunately our technicians day did not work out with enough time for him to get out there Typically we would have called you that day if he finished his other work early enough to take care of your service call
Please know that our warranty is and always has been year on parts and labor for all work that we perform whether it is service work or contract work
Also the rate that was charged for the work was at a reduced rate even for weekday work Our standard service calls are $plus parts, in your case the pressure regulator and some additional fittings For a weekend call the labor would have been a minimum of $plus the parts Please know that we perform service work not out of a necessity, but as a courtesy to the public as most other companies will not touch residential fire sprinkler systems We have no desire to put in parts and come back later and replace them Pressure regulators only last a few years and the length of their life varies depending on the condition of the water supply that is feeding into them It is a part that needs to be checked and maintained on a regular basis
I am sorry if you are angry, as that is not my intention My email to the Revdex.com was to explain what happened I also tried to contact you to follow up on the service call and I left a message for you, but I never heard back Please feel free to contact me to discuss any concerns you may have and I will do my best to help resolve them If there is anything more that I can do to help you feel better about moving forward please let me know
Sincerely,
*** ***
Symons
Fire Protection
Pioneer Way, Suite R
El
Cajon, CA
Phone:
619-588-
Fax:
619-588-
www.SymonsFP.com
Revdex.com:
I take exception to the remark that his business now claims that I had called them because I was unsure of the date and time of the appointment. The fact is, I called them to confirm the appointment as a simple courtesy to them. They had not called me to confirm the appointment as they should have done first. I called them to confirm because I did want any additional misunderstandings which is something that they should have done. They have the tendency to ignore appointments. They are the party that made the first appointment with me on a Friday that they did not keep. How can anyone depend on a company with policies like that.....they make an appointment and then don't bother to show up. It angers me even more that they now claim that when I confirmed the appointment only as a courtesy to them, they now want to turn the situation around and claim that "that was the same problem they had with me first time". That is an erroneous exaggeration or the truth and an erroneous and uncalled for speculation on their part.
I take even more exception to the fact that they also claim that they did not charged a weekend rate. They we the people that offered to come out on a Saturday....I never requested that they come on a weekend.............they offered to do that because they had used such poor business practices with me in the past, and the result was a Revdex.com complaint. They are now trying to cover up the fact that they screwed up. If I had not involved the Revdex.com in this matter, I would have never head from this company again. They need to get their facts straight.
Finally, they can act as gracious and as magnanimous as they choose in their response to the Revdex.com, but the fact is, that they didn't do me any favors at all. They charged me an additional $400.00 to replace my existing pressure regulator value. This is the same PR valve that they themselves had installed in my home less than 4 yeas ago, and they had told me it would last for the lifetime of my home. Another gross exaggeration on their part............ apparently so they can recharge customers for the same parts and labor and make more money.
Per our conversation this afternoon, we have been able to resolve the issue from the complaint below. Apparently the customer was upset that...
we were not able to come out to their property to do additional service work that they needed performed. We had been out to the property 4 years ago for a similar issue and the customer was aware that we offered a 1 year warranty on our parts and labor. They were also aware that they had to pay for us to come out and do the work this time, but due to our current work load we tried to advise them that they may be better off going with another company. There are not many companies that do residential fire sprinkler work and they decided to wait for us, but we had not been able to get to them.
We ended up going out to their property on Saturday 8/23 at 12:00 pm and getting the work done. We did not charge them the weekend rates for the call and we also discounted the service some, since they were upset. At the time of scheduling on 8/21 the wife was the one that took the date and time of the appointment. The next day I got a call from [redacted] the husband wanting to know if we were coming that day or the next. He stated that he had stayed home since his wife could not remember what day we were coming. I reminded him that the service was scheduled for 8/23 at 12:00 pm. This problem sounds very similar to what they described below about us not showing up for an appointment (which we never firmly set). So I think a lot of this just came down to some communication issues between us and the customer.
Please let me know if you need anything else to close this case.
Sincerely,
[redacted]
Symons Fire Protection
1050 Pioneer Way, Suite R
El Cajon, CA 92020
Phone: 619-588-6364
Fax: 619-588-6805
www.SymonsFP.com
***,
I think you are taking the point I was making out of context, if you note at the end of my email to the Revdex.com I said "I think a lot of this just came down to some
communication issues between us and the customer" I was claiming that we had a level of responsibility in not showing up when you expected us to
Also I did call you back on 8/21/to confirm the date and time of the service call My return call was within 1-hours of my conversation with you At that time I spoke with your wife and confirmed the appointment date and time for 8/23/at 12:pm The point I was trying to make was that there was miss-communication from the initial appointment that you feel we missed My superintendent felt like he had conveyed that we would try to fit you in if he could for the day, and unfortunately our technicians day did not work out with enough time for him to get out there Typically we would have called you that day if he finished his other work early enough to take care of your service call
Please know that our warranty is and always has been year on parts and labor for all work that we perform whether it is service work or contract work
Also the rate that was charged for the work was at a reduced rate even for weekday work Our standard service calls are $plus parts, in your case the pressure regulator and some additional fittings For a weekend call the labor would have been a minimum of $plus the parts Please know that we perform service work not out of a necessity, but as a courtesy to the public as most other companies will not touch residential fire sprinkler systems We have no desire to put in parts and come back later and replace them Pressure regulators only last a few years and the length of their life varies depending on the condition of the water supply that is feeding into them It is a part that needs to be checked and maintained on a regular basis
I am sorry if you are angry, as that is not my intention My email to the Revdex.com was to explain what happened I also tried to contact you to follow up on the service call and I left a message for you, but I never heard back Please feel free to contact me to discuss any concerns you may have and I will do my best to help resolve them If there is anything more that I can do to help you feel better about moving forward please let me know
Sincerely,
*** ***
Symons
Fire Protection
Pioneer Way, Suite R
El
Cajon, CA
Phone:
619-588-
Fax:
619-588-
www.SymonsFP.com
Revdex.com:
I take exception to the remark that his business now claims that I had called them because I was unsure of the date and time of the appointment. The fact is, I called them to confirm the appointment as a simple courtesy to them. They had not called me to confirm the appointment as they should have done first. I called them to confirm because I did want any additional misunderstandings which is something that they should have done. They have the tendency to ignore appointments. They are the party that made the first appointment with me on a Friday that they did not keep. How can anyone depend on a company with policies like that.....they make an appointment and then don't bother to show up. It angers me even more that they now claim that when I confirmed the appointment only as a courtesy to them, they now want to turn the situation around and claim that "that was the same problem they had with me first time". That is an erroneous exaggeration or the truth and an erroneous and uncalled for speculation on their part.
I take even more exception to the fact that they also claim that they did not charged a weekend rate. They we the people that offered to come out on a Saturday....I never requested that they come on a weekend.............they offered to do that because they had used such poor business practices with me in the past, and the result was a Revdex.com complaint. They are now trying to cover up the fact that they screwed up. If I had not involved the Revdex.com in this matter, I would have never head from this company again. They need to get their facts straight.
Finally, they can act as gracious and as magnanimous as they choose in their response to the Revdex.com, but the fact is, that they didn't do me any favors at all. They charged me an additional $400.00 to replace my existing pressure regulator value. This is the same PR valve that they themselves had installed in my home less than 4 yeas ago, and they had told me it would last for the lifetime of my home. Another gross exaggeration on their part............ apparently so they can recharge customers for the same parts and labor and make more money.
Eu[redacted]
Per our conversation this afternoon, we have been able to resolve the issue from the complaint below. Apparently the customer was upset that...
we were not able to come out to their property to do additional service work that they needed performed. We had been out to the property 4 years ago for a similar issue and the customer was aware that we offered a 1 year warranty on our parts and labor. They were also aware that they had to pay for us to come out and do the work this time, but due to our current work load we tried to advise them that they may be better off going with another company. There are not many companies that do residential fire sprinkler work and they decided to wait for us, but we had not been able to get to them.
We ended up going out to their property on Saturday 8/23 at 12:00 pm and getting the work done. We did not charge them the weekend rates for the call and we also discounted the service some, since they were upset. At the time of scheduling on 8/21 the wife was the one that took the date and time of the appointment. The next day I got a call from [redacted] the husband wanting to know if we were coming that day or the next. He stated that he had stayed home since his wife could not remember what day we were coming. I reminded him that the service was scheduled for 8/23 at 12:00 pm. This problem sounds very similar to what they described below about us not showing up for an appointment (which we never firmly set). So I think a lot of this just came down to some communication issues between us and the customer.
Please let me know if you need anything else to close this case.
Sincerely,
[redacted]
Symons Fire Protection
1050 Pioneer Way, Suite R
El Cajon, CA 92020
Phone: 619-588-6364
Fax: 619-588-6805
www.SymonsFP.com