Virginia Heavy Equipment Sales, LLC

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. I understand that you believe that you are upfront with folks and hear you say that you aren't that type of company that creates issues for the consumer but if you can take a look at the process it would be a relief to me that nobody else has to go through this. I felt that I had nowhere else to turn to with my concerns about your business when this new concern erupted because I was very much ignored previously and just didn't want to go through it one more time with your company. I work in customer service as a nursing home executive director so I'm not completely isolated from the world of customer satisfaction and helping people through concerns. I have learned over time that until one is truly and sincerely customer-centric with an empathetic heart that listens carefully and closely your team won't care about the complaints that they hear on the phone or at any timeI pleaded with your team to address my initial concerns and this fell on deaf ears I was just another customer and was told there is nothing they could do. Never have I lodged a complaint with the Revdex.com or anyone else. Communication is so important and had I been communicated with in a manner that I felt I was being listened to I would have never felt the necessity to go to this level
Regards,
*** ***

Ms***, My name is Stephen M***, one of the owners at The Roofing Annex. First off, I apologize profusely in regards to this incorrect billing matter and the overall confusion of the situation in general. After a closer review of your file and speaking to our AR
manager, she has confirmed that she made a mistake on the most recent invoice she sent after your payment of $was applied. I have attached an explanation from Valerie on where the error occurred. She attempted to reach you earlier today to clarify what went wrong, but your voicemail was full. Either of us are available to speak with you whenever you have a moment. You do not have a balance of $1,There are no excuses for the mistake. It was purely a human error. Your balance should have been $as you stated. I have decided to deduct $from that balance due to this unfortunate circumstance. We wouldn’t intentionally try to deceive our customers We do not operate like that as a companyYou are the reason we can keep our doors open. I will speak to our sales people and stress being more clear about the deductibles and how they work within the insurance process as well. We really do try and make every customer experience as positive as we can around here. I am very sorry that this happened and hope you find this to be a satisfactory solution. I can be reached on my cell phone at 937-751-or [email protected] to discuss further if you would like to do so I am in the office every day Once again, I regret any stress that this has caused youI know life has enough stress as it is