UNIVERSITY CLUB APARTMENTS (Lubbock)

Final Consumer Response /* (2000, 8, 2016/02/10) */
The issue was dealt with they have fixed my issue and cancelled the invoice
You can disregard the case
Thanks

Initial Business Response /* (1000, 24, 2016/11/21) */
Good day,
Below is the detailed response for case file # ***
In July 2015, after business hours, I personally took a call from ***The call came into my cell phone as the main office line was forwarded
to that phoneI remember the call with absolute clarity as I had just parked my vehicle at the bottom of Quidi Vidi Lake and was about to go for a run*** had called to inform us that her system was not functioning and was showing no powerI explained to her that this occurrence was always normally one of two reasons,
A) The system had basically "died" for lack of a better term OR
B) the likely reason that the system was not receiving power and had become unplugged
I asked clearly if the system was plugged in and went on to describe the type of transformer plug that was usedShe informed me it was plugged inI then stated that if it is indeed plugged in, then the system must be simply "gone" however I then added that this is rarely the case as we have installed over of these panels and have had tremendous success with the reliability of the productI then asked again, the 2nd time, if she was sure it was indeed plugged in and again I was assured it was in fact plugged in
There was some brief discussion after this where I asked if there were any power surges, renos/work done on the home, etc (standard questions we normally ask for issues similar to this)
I then asked again, a third time, if the system was plugged inIn fact, I recall feeling a little uncomfortable asking again since I asked twice already and did not want to sound insulting or dismissive to *** so I can quite clearly recall phrasing it quite similar as below,
"***, I do not mean to sound repetitive, but I just have to be clear that the system is plugged in because it is almost always the case when this occurs that it is not, and it would be a shame to have to send a technician on site to conduct a power trace and discover the system is unplugged and then have to send an invoice for basically plugging in the system and confirming signal connectivity." This is something we would have to invoice for as it is not a product warranty issue."
This statement was stated clearly to ***It is stated in a similar fashion to any customer I personally deal with when an issue like this arisesIt is my protocol personallyI know it was without any doubt or reservationI remember it with absolute clarityI took notes on the call from my vehicle, not that I need them, but this my protocolI even remember clearly the exact place I was parked when this conversation took placeI recall this conversation absolutely and unequivocally clearI know 100% what was said, asked, & confirmed by the customerIt was clearly stated we would invoice for this service should the system in fact be unpluggedThe was a slight delay on the phone before *** again confirmed that the system was plugged inIt was at this point I agreed to send a technician to service
Prior to the technician attending, I met with him in my office and explained the situationI informed him to let me know if it was in fact not plugged in and he relayed to me that "*** I would be shocked if it is the system faulting itselfI must not be plugged in"
The tech attended the house, conducted the power trace, and discovered the system was not plugged inHe plugged it in, reestablished connectivity, & assured the system was communicatingHe informed me after that he discovered it wasn't plugged in, that the client expressed a rather comical reaction to this, gestured their hand to their headOur tech then informed me that on site the client said words to the effect that, " And you guys have to charge for this"It is in his notes as well as he knew the situation prior to goingHe reconfirmed these events recently as accurate
***
In addition to the above, I was speaking to *** on this invoice after it was issued and again explained the bullet points of the aboveWe did speak on this matter and to claim anything otherwise is simply falseI also, consulted with the tech on site and he confirmed all the above that involved his input
*** may have been the most recent contact she was dealing with however I did speak with the client on this after the invoice was sent and the above main points were relayed again emphasis on the charge being verified prior to attendance*** was in contact with me throughout the process and the information she relayed was coming directly from me as again, the above it absolute fact
The client knew about this invoice and details surrounding the service prior to a tech being assignedI have to pay the fuel and vehicle costs, tech wages, and administrative costs on all service and therefore simply would not send a technician out without an invoice being generated and the client being fully aware of thisI personally have a business to run & bills to pay, and a family to take care of like countless others and I take it as a personal insult when my integrity is called into question when I know for an absolute fact what was said & confirmed in addition to the reports from our technician
Blue Shield did not win back to back Consumer Choice Awards for &and a consecutive Top Choice Awards on the reputation of being anything but honest and providing top quality products & serviceThis is not a case of the service not being provided or the product being unreliableThis has nothing to do with poor customer service as the service was always there and being performed and executed with full professionalismThis seems to me, very simply, a case of a person with a deliberate selective memory in the attempt to avoid a legitimate and fully disclosed invoice & in the same breath hoping to smear the name of Blue Shield
I will defend the above as absolutely accurate and truthful to my dying breath & any discrediting of my Company's reputation & brand and the associated *** will not be tolerated