The Fountainhead Group

I received your complaint and was very sorry to hear that one of our customers did not receive his product as requestedAll of us here at The Fountainhead Group, Incput customer service as a number one priorityWe shipped his product via USPS on 6/28/but unfortunately he never received itWe reviewed our records and found that found that he did contact us on 7/21/and again the next morning but he did not leave us enough information to track his orderWe did not actually get in touch with him until after he had already sent his letter unfortunatelyHowever, once we did reach him, we were able to get the information we needed to track his order and confirm that it never reached himWe immediately sent him the part and a new sprayer federal express overnight delivery to compensate him for the delayWe again contacted him and a summary of his response is attached for your recordsWe ship thousands of orders every month and over 99% of them reach their destination in a reasonable timeUnfortunately, there is always one or two that get lostWe attempt to resolve problems timely, but at the highest peak of the lawn and garden season, we sometimes get backed up a few days resulting in a delayed responseI can assure you this has gotten the highest attention at our company and we are evaluating whether we are adequately staffed or whether further action needs to be takenI believe we have subsequently resolved this issue with MrMto his satisfactionPlease contact me should you have any further questions at ###-###-####, ext ***Very truly yours, Mary W., VP Finance

I received your complaint and was very sorry to hear that one of our customers did not receive his product as requestedAll of us here at The Fountainhead Group, Incput customer service as a number one priorityWe shipped his product via USPS on 6/28/but unfortunately he never received itWe
reviewed our records and found that found that he did contact us on 7/21/and again the next morning but he did not leave us enough information to track his orderWe did not actually get in touch with him until after he had already sent his letter unfortunatelyHowever, once we did reach him, we were able to get the information we needed to track his order and confirm that it never reached himWe immediately sent him the part and a new sprayer federal express overnight delivery to compensate him for the delayWe again contacted him and a summary of his response is attached for your recordsWe ship thousands of orders every month and over 99% of them reach their destination in a reasonable timeUnfortunately, there is always one or two that get lostWe attempt to resolve problems timely, but at the highest peak of the lawn and garden season, we sometimes get backed up a few days resulting in a delayed responseI can assure you this has gotten the highest attention at our company and we are evaluating whether we are adequately staffed or whether further action needs to be takenI believe we have subsequently resolved this issue with MrMto his satisfactionPlease contact me should you have any further questions at ###-###-####, ext ***Very truly yours, Mary W., VP Finance

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
We discussed the matter and it is solvedThe part was only $but it took over a month and never got hereI called them three times and emailed them once and they never responded so I wrote them a letter and Contacted youI did not expect them to send me a complete sprayerI cancelled my credit card charge before they contacted me so I sent them a $checkThey said they would tear it up and not to worry about any charges
My biggest gripe was being ignoredI hope they solve that problemI appreciate their extra effort in resolving the complaint
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
We discussed the matter and it is solvedThe part was only $but it took over a month and never got hereI called them three times and emailed them once and they never responded so I wrote them a letter and Contacted youI did not expect them to send me a complete sprayerI cancelled my credit card charge before they contacted me so I sent them a $checkThey said they would tear it up and not to worry about any charges
My biggest gripe was being ignoredI hope they solve that problemI appreciate their extra effort in resolving the complaint
Regards,
*** ***

Please note that the customer in question did contact our company looking for replacement of one of our BlackFlag Foggers, The produc.tion code printed on the product in question indicated...

it was produced in 201 1. Theproduct in question has a one year warranty that starts at the time of purchase. Due to the fact the product wasproduced four years prior, we did ask that the customer provide proof of purchase showing he had obtained theunit in 2014, At no point in time was the customer accused of lying, but rather we simply stated our companypolicy of requiring proof purchase for something that was produced outside the warranty window.If the customer wishes to receive a replacement of the unit in question he would need to ship it back to ourcompany. Once received back here we can evaluate the unit and issue a repair andlor replacement,If you require my further information, please do not hesitate to contact me.

I have attached a copy of the owners manual. It list the Fountainhead group inc as the company to contact.

I received your complaint and was very sorry to hear that one of our customers did not receive his product as requested. All of us here at The Fountainhead Group, Inc. put customer service as a number one priority. We shipped his product via USPS on 6/28/17 but unfortunately he never received it. We...

reviewed our records and found that found that he did contact us on 7/21/17 and again the next morning but he did not leave us enough information to track his order. We did not actually get in touch with him until after he had already sent his letter unfortunately. However, once we did reach him, we were able to get the information we needed to track his order and confirm that it never reached him. We immediately sent him the part and a new sprayer federal express overnight delivery to compensate him for the delay. We again contacted him and a summary of his response is attached for your records. We ship thousands of orders every month and over 99% of them reach their destination in a reasonable time. Unfortunately, there is always one or two that get lost. We attempt to resolve problems timely, but at the highest peak of the lawn and garden season, we sometimes get backed up a few days resulting in a delayed response. I can assure you this has gotten the highest attention at our company and we are evaluating whether we are adequately staffed or whether further action needs to be taken. I believe we have subsequently resolved this issue with Mr. M. to his satisfaction. Please contact me should you have any further questions at ###-###-####, ext [redacted]. Very truly yours, Mary W., VP Finance