Von Rohr Equipment

On 12/17/*** *** *** dropped off the *** DVD Pack (ticket #***). Our service technician, *** *** notified them that we were not able to start the repair process without all the parts. Over a week later they supplied the battery and charger (ticket #***) so we
could start the repair process. We sent out all of the parts to the *** Factory Service in Elyria, OH on 12/29/for a repair estimate. Although we are a *** distributor, we are not authorized to repair all of their items. This is the reason why we sent it out which the customer was notified. During the Holiday season *** and von Rohr like many other businesses were closed to observe the Holidays which also delayed this process. On 1/16/15, we received notification from *** with a repair estimate and we contacted the customer for approval. On 1/19/15, we received a phone call back from *** x *** approving the repair of $433.40. We told him that payment would have to be made by cash or certified check. He was ok with the payment terms. On 2/3/15, I received a phone call from *** with an aggressive attitude and tone. This will be our first and last business encounter with *** and his company. During all of the phone conversations with myself or my fellow employees he talked to us in a demeaning way. He never gave us an opportunity to fully explain the situation and always talking over us. We knew that this was going to go bad from the beginning. All distributors have to work with the manufacturers guidelines and are not able to vary off of their policies. The turnaround time would have been the same with any other *** Distributor. I am not going to allow a customer verbally abuse me or any of my employees. That is the reason why I hung up on him. On 2/6/15, *** *** contacted *** to let him know that the repair was back at von Rohr and ready for pick. On 2/9/15, the customer attempted to pick the repair up, but did not have the proper payment so we did not release the repair back to them. We are still waiting for the customer to come back and pay. Please feel free to contact me with any further questions. Thanks…..***

In response to your letter dated February 16,2018, regarding complaint ID [redacted], we would like to address the complaint and provide contradicting tihe complaints.1. Move in Condition- The previous resident listed issues with her apartment when she moved in. At move in the resident signed a...

Move -In Inventory and Condition Form, no issues were noted on the form. Also, the San Antonio Housing Authority passed inspection of the apartment on 1/11/16. If there had been issues with pests, the inspection would have not passed. 2 Move Out- The previous resident gave notice on 10/23/17 to move out 12/23/2017. She was informed that the Housing Authority requires the move out date to be on the last day of the month. This is not our requirement. The previous resident came in and changed the move out date to 12/31/17.  The previous resident then brought us a Non-Renewal Notice to Landlord on 11/3/17, showing an Effective Date of Termination on 1/31/18, as this is when her lease ended with San Antonio  Housing Authority. Her move out date was changed to 1/31/18 in our system.  On January 9, 2018, we served a notice to Vacate for Nonpayment of Rent, due to the rent not being paid for January. At this time, we found the apartment empty and took possession of the apartment. that is why rent was charged from 1/1/18-1/9/18. Not because there was a form to sign, but because we expected the previous resident to reside in the apartment until 1/31/18 and we were unaware that she had moved out until we served the notice on 1/9/18.   The lease rent for this unit was $1095. However, due to tax credit rules, we cannot charge more than $886 for the resident's portion.  Prorated Rent Calculation: $886/31 days x 9 days=$257.22 =$100 late fee that was billed on the 6th when rent wasn't paid on time. Total charged was $357.22 and deducted from deposit, leaving a refund of $142.78.  There were no other charges.  We have attached all supporting documentation and we are sure you will agree that the matter was handled properly.  Please let me know if you need anything further.Thank you

Review: Dropped off a [redacted] DVD pack unit for evaluation and repair on 12/15/14. Without being told My equipment was not able to be repaired at this location the DVD equipment was without My notice or consent shipped out of state to the another repair facility for repair. I have contacted Von Rohr multiple times to get an idea on when I would get my equipment back and have not been given an answer but just told "we will call you when its fixed". I have used other repair facilities in the past for the same type of repair and I have had max a 2 week turnaround. I then called again today 2/3/15 and asked to speak to a GM to find out what is going on with the repair. "[redacted]" the so called GM began to argue with me instantly saying "if your looking for a fight he will fight me" and "I got up on the wrong side of the bed" and was never willing to listen to my side of the story. I told him I just wanted to know why it was taking so long and that I was dissatisfied with the equipment being shipped out of state without my consent. His response was he will get my equipment sent back to his shop and I can pick it up and that it would NOT be repaired and hung up on me. Totally unprofessional customer service. So now my equipment has been at a so called repair facility, sent to a second repair facility and as of 7 weeks later I still have no idea when I'm getting back my equipment or if it will even work?Desired Settlement: 1- Written formal apology for unprofessional service

2- EXPEDITED repair of the DVD unit at reduced CHARGE due to the extreme long delays in service - (was quoted $433.50 for repair).

3- Date expected REPAIRED equipment will be returned to my shop in West Caldwell.

Business

Response:

On 12/17/14 [redacted] dropped off the [redacted] DVD Pack (ticket #[redacted]). Our service technician, [redacted] notified them that we were not able to start the repair process without all the parts. Over a week later they supplied the battery and charger (ticket #[redacted]) so we could start the repair process. We sent out all of the parts to the [redacted] Factory Service in Elyria, OH on 12/29/14 for a repair estimate. Although we are a [redacted] distributor, we are not authorized to repair all of their items. This is the reason why we sent it out which the customer was notified. During the Holiday season [redacted] and von Rohr like many other businesses were closed to observe the Holidays which also delayed this process. On 1/16/15, we received notification from [redacted] with a repair estimate and we contacted the customer for approval. On 1/19/15, we received a phone call back from [redacted] x [redacted] approving the repair of $433.40. We told him that payment would have to be made by cash or certified check. He was ok with the payment terms. On 2/3/15, I received a phone call from [redacted] with an aggressive attitude and tone. This will be our first and last business encounter with [redacted] and his company. During all of the phone conversations with myself or my fellow employees he talked to us in a demeaning way. He never gave us an opportunity to fully explain the situation and always talking over us. We knew that this was going to go bad from the beginning. All distributors have to work with the manufacturers guidelines and are not able to vary off of their policies. The turnaround time would have been the same with any other [redacted] Distributor. I am not going to allow a customer verbally abuse me or any of my employees. That is the reason why I hung up on him. On 2/6/15, [redacted] contacted [redacted] to let him know that the repair was back at von Rohr and ready for pick. On 2/9/15, the customer attempted to pick the repair up, but did not have the proper payment so we did not release the repair back to them. We are still waiting for the customer to come back and pay. Please feel free to contact me with any further questions. Thanks…..[redacted]