Vermont Protective Coatings

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ As I am to understand based on the above complaint that the consumer has assumed and expected our organization to provide a free serviceAs like any other trade such as an electrician or plumberWe do charge a service call to dispatch a service truck to locationIt is also the consumers responsibility to inquire about any charges before engaging a company for serviceIf the consumer would have asked if there were fees associated with having a service technician come to location he would have been advised of the service callUnfortunately the consumer assumed we would provide this service free of charge Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Seldom do I have to ask the business fees to do an estimateMy understanding is it is free unless the business says up front that there is a charge for a service callI am not used to businesses operating with that code of ethics I [redacted] have never run into that kind of business practice before! I would always offer an up front condition, such as a service call charge It was understood very clearly that there would be a charge from your competition

Complaint: [redacted] I am rejecting this response because: While I appreciate the apology and intention to review business policies to help ensure better customer service in future, the response from the company made no mention of my suggestions for how situations like this could be respectfully handled and improved or even what the current policies are that will be reviewed with staff I am not convinced from the response that the company will genuinely consider and improve their policies I would like to know my suggestions are being taken seriously and not simply dismissed I would like assurances that policies are in place outlining similar standards of service to my suggestions For instance, if the company had acknowledged that providing sufficient notice of late service is part of their customer service policy, I would have been more likely to accept their response [redacted] [redacted] Sincerely, [redacted] ***

To Ms*** ***
I would like to apologize on behalf of our organization for the poor service you received. I understand how this would be extremely frustratingWe have a lot of things in place to make sure stuff like this does not happen but every once in a while people make
an errorI don't understand how so many things went wrong all at one timeI will be looking into what happened and reviewing company polices and procedures again with the staff.
Sincerely
Josh F*

Initial Business Response /* (1000, 5, 2015/09/15) */
As I am to understand based on the above complaint that the consumer has assumed and expected our organization to provide a free service. As like any other trade such as an electrician or plumber. We do charge a service call to dispatch a...

service truck to location. It is also the consumers responsibility to inquire about any charges before engaging a company for service. If the consumer would have asked if there were fees associated with having a service technician come to location he would have been advised of the service call. Unfortunately the consumer assumed we would provide this service free of charge.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seldom do I have to ask the business fees to do an estimate. My understanding is it is free unless the business says up front that there is a charge for a service call. I am not used to businesses operating with that code of ethics.
I [redacted] have never run into that kind of business practice before! I would always offer an up front condition, such as a service call charge.
It was understood very clearly that there would be a charge from your competition.

Complaint: [redacted]
I am rejecting this response because:  While I appreciate the apology and intention to review business policies to help ensure better customer service in future, the response from the company made no mention of my suggestions for how situations like this could be respectfully handled and improved or even what the current policies are that will be reviewed with staff.  I am not convinced from the response that the company will genuinely consider and improve their policies.  I would like to know my suggestions are being taken seriously and not simply dismissed.  I would like assurances that policies are in place outlining similar standards of service to my suggestions.  For instance, if the company had acknowledged that providing sufficient notice of late service is part of their customer service policy, I would have been more likely to accept their response.  [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Sincerely,
[redacted]