US Healthworks

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Never did I say that every number on that list belonged to Passanate'sYou're arrogantly twisting my words to save face for your questionable business practicesI will not be spoken down to or discreditedPlease follow through on your promise not to call me, as I've already followed through on my promise to contact World of Pets Expo about this Regards, [redacted]

The initial call was scheduled as a COD? We do not have any records of the customer cancelling a call which leads me to believe that there was another service company involved? When our tech arrived the call was tagged as COD LABOR AND PARTS COVERED UNDER WARRANTY? It was not until after the technician gave the customer the labor estimate that the Andersons called to get a labor concession from the manufacturer? I will state again that we do not refund monies collected on a COD basis if the manufacturer decides to offer the customer a concession? It is the customers responsibility to collect the refund from the manufacturer as it was their decision to make the offer.JCA will not be issuing a cash refund for the initial service since the call was scheduled as a COD call and the customer agreed? Jersey Coast will however offer the Andersons a credit on their next COD service with our company in the amount of $109.95.? ?

We have spoken to this customer and exchanged a few emails regarding this matterThe customer asserts that the Passanante sales rep allowed her a window of seven months to cancel her purchase of an upright freezerThe rep reports, and the documentation tends to support, that he made a typographical error on the federally mandated day right of cancellation formInstead of writing the cancellation date as 1/11/he mistakenly wrote 8/11/The customer placed their order on January 8, The numbers 1/8/and 8/11/are easily transposed if one is rushed or not paying attention The form in question states in several places and in bold letters that the customer is entitled to a three day cooling off period and that they may cancel the sale with no penalty or obligationWe do not believe that our rep's error would allow the customer to return an item seven months after purchaseThis is an unreasonable amount of time to rescind a purchase under any circumstance and we can not think of another instance where a seven month cancellation period would ever be offered or enforcedFurthermore the customer received a discount off of their food and months of warranty coverage, including coverage for food spoilage, as consideration for the freezer purchasePlus the unit has depreciated as any new durable good would having been used for over half of a yearIt would be impossible to unwind this transaction to any equitable conclusionNonetheless our rep certainly did make a mistake and we feel compelled to offer the customer something by way of a settlementWhen the customer first emailed our customer service on May she shared that she and her husband are military and will be relocating to Pensacola, FLIn subsequent emails it was revealed that the military may charge a fee to move the freezer as it may put the customer above their weight allotmentIn the interests of customer service, Passanante's would be happy to refund to the customer $to cover any and all moving expensesPlus we will offer the customer 100% free shipping of their first Passanante delivery to their new home in FloridaWe feel that under the circumstances this offer is fair and it would provide the customer some relief in order to offset any possible moving fees.Regards,Passannate's

Dear Revdex.com, We are very sorry about the issues with this customers accountThe customer apparently exhausted their Passanante food order well before their scheduled payments were completedThe customer alerted Passanante to this just a couple of months into their orderWe feel that the issue stems from the customer providing us with an inaccurate picture of their shopping and consumption habitsOur sales rep used this information and tailored an order that was ill-suited for their needsThe customer did indeed get the full value of their order, however due to the miscalculations of both the customer and our rep, the order ultimately fell short of the number of meals needed to feed their family over the allotted time period When the customer contacted us on this matter we accepted full responsibility and offered to send them more food at no charge with no addition order necessaryThis offer was made in writing by our Vice President of sales and service Several weeks later we dispatched a field manager in an attempt to compose a new order at a lowered price rate and give the customer the food that we promisedThe customer refused our offer and in a follow up email claims that he was disrespected by our managerWe are sorry for any issues that occurred during that meeting however our manager claims that it was the customer who became unhinged and began using abusive and profane language Our manager was asked to leave the customer’s home and no conclusion was reached Nonetheless the customer followed up with an email on 10/which was replied to by the President and Owner of the business on 10/and he once again asserted our willingness to provide the customer with the necessary food to complete their order at no charge whatsoever At each of our attempts to solve the customer’s issues we have been met with resistanceThe customer has continually moved the goalposts and created new reasons as to why our solutions are not adequateWe feel that this is an unfair tactic Furthermore the customer has asserted that he has “lost faith” in us due to the meeting with our managerIn August of we delivered to the customer a 60” LED [redacted] flat screen television at no charge that they won as part of a July promotionWe honestly don’t understand how the customer could have so little faith in us after we delivered the exact order that we promised to, offered to fix an issue with quantity at no charge whatsoever, and gave the customer an incredible free television as part of a promotion What more could we possibly do to try and earn their trust? We’re not trying to say the customer is wrong and that we’re rightWe are simply trying to find a fair and equitable solution and we invite the customer to join us in that pursuit This situation feels an awful lot as though the customer has changed their mind regarding their Passanante purchaseIn an earlier email the customer’s wife shared that they are living paycheck to paycheck and that they may have overcommitted with their payment from PassananteWe feel as though this is the ultimate reason that they have resisted allowing us to resolve this issue—because their eventual goal is to try and force us to rescind their order and forgive their remaining paymentsThis is regrettable, however we feel that we have gone above and beyond to honor the promises we made to this customer and we believe that we are fair in asking that they do the same In an email from the customer on Sept he writes ”If your course of action is reasonable and fair, I would definitely consider remaining a customer, because we did enjoy the food we received very much.” We are still willing to provide the free food that we promised to this customer as a method of settlement and to complete their purchaseWe feel that this is both exceedingly reasonable and fair We appreciate the Revdex.com contacting us and being of service to mitigate this matter Regards, Passanante’s

Complaint: [redacted] Dear Revdex.com: After going over the string of messages going back and forth, I decided to reach out to Passanante's management to see if we could possibly work on a resolution amongst ourselves and possibly close the complaint with the Revdex.com.On February 14th, 2017, I emailed Tom F*, Melissa H [redacted] and asked them to also involve Jason J [redacted] since he was the last person to comment on this message string I received a response from MrF [redacted] yesterday.Mr F [redacted] has expressed the desire to also work this matter out amongst ourselves Currently, his plan is to have one of their regional managers set up a meeting in my home and go over the initial order and possibly provide additional food (I explained to them that while boxes were delivered, of them contained items that were part of their free bonus for signing up Only boxes contained food we actually paid for and were not part of the sipromotion, and that's why I only mentioned eight boxes in my complaint.)I'm hopeful that we will be able to come to a mutually agreeable compromise, and I told them that I would suspend my complaint with the Revdex.com in order to give them an opportunity to work the issue out with my husband and I directly.Thank you for your assistance in this matter.Regards, [redacted] And [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The company was quick to respond to my call and e-mail Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I filed a complaint against Passanante's home delivery serviceThey have since contacted me and have agreed to issue me a partial refundI can't figure out how to ackowledge this on my complaintI can't even access my complaintCan you help me out here? [redacted] ***E-Commerce Graphic Designer [redacted] [redacted] Regards, [redacted] ***

Hello,We apologize for any inconvenienceWe have software which tracks each and every call we make and receiveThis individual voluntarily gave us their contact information at an event and we have called her exactly times, approximately once a week, commencing on January 31, Each call latsed about seconds, of which about 15-seconds are dialing and ringing and that is followed closely with a disconnectionWe have attached a screenshot of one such callEach call log is very similar, it lasts about seconds which includes dialing, ringing, and then a hang up.There is no evidence whatsoever to support the customer's assertion that we called her multiple times per dayHad the customer answered even just one of our calls and asked to be removed then we would have happily complied--calling people who aren't interested is bad business and it's unproductiveOur software is incredibly accurate so it is unlikely that she was called multiple times a day as she mentions in her complaint and it is even more unlikely that she answered these calls and asked us not to call again.If the customer has conflicting information such as her mobile phone call logs, she is encouraged to submit them to us for a reviewWe believe we can prove that we did not overcall this person and that we did not ignore any requests to stop callingWe will immediately remove her number from our calling lists to ensure that we do not call again.Once more we apologize for any inconvenienceWe will not call this person againWe also request that this complaint be closed as information only as this complainant is not a customer of Passanante's.Regards,

We’re very sorry that this customer had a poor experience with our company We try our very best to satisfy each customer to the best of our abilityThe customer throws around some incredible language regarding our company, but I doubt that very many illegitimate or fraudulent businesses
would provide the level of service that we doThe customer can argue that our customer care failed to satisfy them, but they cannot argue that we were always attentive and responsive whenever they contacted usOur customer service team acted swiftly and professionally in matters related to this customerWe pride ourselves on attentive service and we are proud of the efforts we made regarding this customer That being said, we believe that good customer service requires results, not just effortIt is clear that we have failed to provide this customer with a result that is satisfactory to themTo that end, we would certainly be open to some type of compromise with this customerDespite their inflammatory and insulting language, they are our customers and we have never shied away from our duty of customer service According to our internal software, we have not had any dealings with this customer since the summer of This complaint was filed many months laterThe customer gave us no opportunity whatsoever to cure the issue before they filed this complaint We are eager to try and resolve this matter, but to do so we must speak directly to the customerWe appreciate the Revdex.com’s role in resolving consumer complaints, however, in matters like this, we can act much more effectively without having to volley replies back and forth through the Revdex.com software We can arrange for a conference call with our customer service team and we vow to act in good faith to resolve this matterThe customer should contact Vice President of sales and service, Tom F*, at ###-###-#### or email ***@homefoodservices.com. Thank you Passanante’s

Respectfully, I don't believe we fully understand this customer's objectiveFrom both of their correspondences they refer to their cost as related to the number of boxes they receivedPassanante’s earned this customer’s business because we promised to feed them a certain number of meals over a defined period at a set costThe number of boxes is immaterialFurthermore, in addition to items like beef, pork, poultry, and seafood, the customer also received organic vegetables, desserts, prepared foods, and a huge variety of grocery products like detergents, paper products, dry pastas, sauces, condiments, and much moreIn fact, with these additional grocery items their entire order was actually thirteen boxes, not eightPlease see the attached delivery invoice signed by *** which specifies thirteen boxes were deliveredBut again, our promise was to provide the customer with food for a specific period at a specific and mutually agreed upon costThe number of boxes, bags, pallets, or any other transportation matters were never discussed at any point with this customer nor did we make any promises in that regardBeyond this minor point, we still don’t understand what more the customer would like from usIn our response we did not assert that their order is either correct or incorrectIt’s entirely possible that this customer is owed food and that our representative failed to meet their needsWe offered to send someone to their home, at their convenience, to assess the orderIn fact, we even pledged to help the customer in the event that this issue was caused by their actions or omissionsWe are trying to act in good faith to reach a solution and we have expressed this desire in every single phone call, email, and Revdex.com response we’ve had with this customerThis family invested into our home delivery program for at least one order and we want to honor the commitments that we made to themDoes the customer believe that a meeting is unreasonable in order to achieve this? We don’t know how we’d be able to even consider an agreement otherwiseThe customer intimates in their reply that we would obviously declare ourselves in the right no matter what the facts of their order revealedWe have done nothing to warrant this level of cynicismOur family-run business has been in continuous operation for over years and we did not accomplish this by turning our back on our customers or running away from problemsThank you, Passanante’s

I understand you're upset, but these are not our phone numbersWe have about different numbers that are pushed when we call someoneI do see three of those on your list, but the rest are not usPlease go ahead and research this and you'll see that.Someone is calling you, probably several different companiesCall back on one of our numbers like ###-###-#### or ###-###-#### and you'll go right into our phone auto attendantCall back the other numbers and they're disconnected or belong to another business.I see why this woman is upset, but this has nothing to do with usI can prove every call we've made to herBesides, most of the numbers she states are us are not us and you can see that for yourself just by calling back the numbersIn any case, she doesn't need to worry about us calling her again and hopefully next time she files a complaint she'll do so against the actual people who are harrassing her Regards,

We will look at this complaint and respond

Hi ***, Thanks so much for the opportunity to work with you to resolve your concerns and clear up the miscommunicationsWe apologize again for any difficulties you experienced in your exchanges with our company, and are so glad we were able to find a suitable resolution to this
matter. Sincerely,Amanda S.Passanante's Customer Care

I will look into this complaint and contact *** *** however it is 2:on Friday so I don't know if I can get all the information today Monday at the latest

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The initial call was scheduled as a COD We do not have any records of the customer cancelling a call which leads me to believe that there was another service company involved When our tech arrived the call was tagged as COD LABOR AND PARTS COVERED UNDER WARRANTY It was not until after the technician gave the customer the labor estimate that the Andersons called to get a labor concession from the manufacturer I will state again that we do not refund monies collected on a COD basis if the manufacturer decides to offer the customer a concession It is the customers responsibility to collect the refund from the manufacturer as it was their decision to make the offer.JCA will not be issuing a cash refund for the initial service since the call was scheduled as a COD call and the customer agreed Jersey Coast will however offer the Andersons a credit on their next COD service with our company in the amount of $109.95.

Hi ***, First, thank you for the opportunity to address your concernsAs you know, there are two sides to every story and two sides to every reviewFor every negative review, we have online there are dozens and dozens of positive reviews - for example we have more than or star reviews on *** that have been filtered out by their "proprietary algorithm" which is notorious for favoring businesses who advertise on ***All that said, we do have a 3-day cancellation policy and all you must do is notify us if that is your decisionNotification can be made by phone at ###-###-####, by email at [email protected], through our contact us form at www.homefoodservices.com or even by *** message on our company pageI looked at your account in our system and it looks like we cancelled it for you on December 11th so there’s no need for you to take any further steps to cancelWe will not be processing your $depositIf you have any further questions please do not hesitate to reach the head of our customer service department, ***, at ***@homefoodservices.com. Thank you for the opportunity to serve your family and please do keep us in mind if anything should change in the futureThanks so much again, Amanda SPassanante's Customer Care

We still disagree with many of the customer's points but we also believe that honest people can see a situation from two different perspectives. It is unquestioned that our rep made a mistake in haste and we have no doubt that an independent arbitrator would find in our favorBut ultimately, that's probably more trouble than it's worth for both partiesAs such, we agree to rescind the sale, remove the freezer, and settle the current balanceWe make our offer based on the following conditions:The freezer balance must be current, with all payments having been made on time up to this moment. The freezer is in the same condition as when it was delivered, wear and tear exceptedThe customer must sign a settlement statement which we will prepare and email to themThis agreement will spell out our arrangement and prevent any future misunderstandings or grievances from either party. If the customer is in agreement then we will email her the settlement within hours and arrange for piof the freezer shortly thereafter.Regards,Passanante's

On March 8th at 11:customer called in a service order that her Frigidaire Microwave had no power *** *** was quoted the standard Trip and Diagnosis Charge of $and agreed to the charge On March 11th our service technician arrived at 11:am The technician was
there until 11:am and quoted *** *** $to remove the microwave from over the range, install the two thermostats and then re-install the microwave The quote included the trip and diag The customer told the technician that they would call if they wanted to unit repaired Customer paid $117.50.On March 16th, customer called and said she had a concession for parts and labor from the manufacturer Customer was told by CSR Mona that we our policy was not to credit back monies already paid if the manufacturer offers a concession *** *** was instructed to ask the manufacturer for a refund Customer agreed to the repair as quoted and parts were ordered by us in good faith that customer agreed to charges.On March 21, our technician returned to the customers home, dismounted the microwave, installed the needed part, reassembled the microwave and then reinstalled the unit over the range *** *** signed the invoice stating that she acknowledges that the repairs have been performed in a manner satisfactory to her Credit for the initial trip and diagnosis does not come from the service provider as we serviced the unit in good faith *** *** should reach out to the manufacturer for a concession on the charges in question.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***