*** ***,
Please see our response attached
Thanks,
Jon
Re: *** ***, ID #: ***
Dear Ms***:
This is in response to your letter dated October 20, regarding a complaint you received from
Ms*** ***
Ms***’s complaint claims we did not honor our contractContrary to Ms***’s statement, we honored our agreement exactly as it is statedOur contract clearly states a replacement “claim is subject to the instrument being in the student’s home or authorized school cabinet or room, and a fee of $50.00”
When Ms*** first called us she stated they did not know where her child had left the instrumentThey later determined the instrument had been left outside by the front doorIt seems pretty clear to us that “outside by the front door” is NOT “in the student’s home”The instrument disappeared while it was outside, hence the replacement guarantee is void
I have attached a copy of the rental agreement Ms*** signedWe reiterate the specific provisions of our maintenance and replacement guaranteeYou’ll see Ms***’s initial’s indicating these specific provisions were explained to her
We’re sorry they had to honor the contract as written but we would be at a great competitive disadvantage to our competitors if we did not stick to our contract
As an aside, our main competitor only covers theft from the customers home provided a police report is filed within days that shows forced entry in to the homeThey specifically state mysterious disappearance from the school is not covered
Our guarantee is way more inclusive but it can’t possibility cover every lost or stolen instrumentThat is why we specify where the instrument is covered, and that is in the home or authorized school location
If you have any questions or need additional clarification please contact me at*** *** *** ***
Sincerely,
Jon ** E***, CPA
Controller
Ted Brown Music Company, Inc
*** *** *** ***
Tacoma, WA
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted]I am rejecting this response because:
The maintenance and replacement guarantee states "in the student's home", not inside the student's home. Our family considers our front doorway part of our home, as the milk I serve my children every day is safely left there.
The police report was submitted within three business days of the incident, after our family discussed where the instrument was last seen. If your competitor specifies they only replace the instrument if the police report states there was a forced entry, I suggest you revise your own contract to match it, as now it does not specify that. Your current contract leads families like ours to believe their instrument will be replaced if it is stolen from what they consider to be their home.
Sincerely,[redacted]
We have reached out to Ms [redacted] about this issue. We are sorry for the confusion on our part. It is my understanding that Ms. [redacted] is satisfied with the resolution. If my understanding is incorrect, please let me know and we will make sure it is corrected to Ms. [redacted]...
satisfaction. Sincerely, Jon A E[redacted], CPAControllerTed Brown Music Company, Inc.
*** ***,
Please see our response attached
Thanks,
Jon
Re: *** ***, ID #: ***
Dear Ms***:
This is in response to your letter dated October 20, regarding a complaint you received from
Ms*** ***
Ms***’s complaint claims we did not honor our contractContrary to Ms***’s statement, we honored our agreement exactly as it is statedOur contract clearly states a replacement “claim is subject to the instrument being in the student’s home or authorized school cabinet or room, and a fee of $50.00”
When Ms*** first called us she stated they did not know where her child had left the instrumentThey later determined the instrument had been left outside by the front doorIt seems pretty clear to us that “outside by the front door” is NOT “in the student’s home”The instrument disappeared while it was outside, hence the replacement guarantee is void
I have attached a copy of the rental agreement Ms*** signedWe reiterate the specific provisions of our maintenance and replacement guaranteeYou’ll see Ms***’s initial’s indicating these specific provisions were explained to her
We’re sorry they had to honor the contract as written but we would be at a great competitive disadvantage to our competitors if we did not stick to our contract
As an aside, our main competitor only covers theft from the customers home provided a police report is filed within days that shows forced entry in to the homeThey specifically state mysterious disappearance from the school is not covered
Our guarantee is way more inclusive but it can’t possibility cover every lost or stolen instrumentThat is why we specify where the instrument is covered, and that is in the home or authorized school location
If you have any questions or need additional clarification please contact me at*** *** *** ***
Sincerely,
Jon ** E***, CPA
Controller
Ted Brown Music Company, Inc
*** *** *** ***
Tacoma, WA
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Complaint: [redacted]I am rejecting this response because:
The maintenance and replacement guarantee states "in the student's home", not inside the student's home. Our family considers our front doorway part of our home, as the milk I serve my children every day is safely left there.
The police report was submitted within three business days of the incident, after our family discussed where the instrument was last seen. If your competitor specifies they only replace the instrument if the police report states there was a forced entry, I suggest you revise your own contract to match it, as now it does not specify that. Your current contract leads families like ours to believe their instrument will be replaced if it is stolen from what they consider to be their home.
Sincerely,[redacted]
We have reached out to Ms [redacted] about this issue. We are sorry for the confusion on our part. It is my understanding that Ms. [redacted] is satisfied with the resolution. If my understanding is incorrect, please let me know and we will make sure it is corrected to Ms. [redacted]...
satisfaction. Sincerely, Jon A E[redacted], CPAControllerTed Brown Music Company, Inc.