White dental studio

[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 [redacted] , and find that this resolution is satisfactory to me Regards, we would like for our complaint to be put on the Revdex.com site for others to view or better yet when their sells person is in someones home and ask for the client to call past customers to get there opinion have them call us [redacted]

In response to the rebuttal from Ms*** I would first like to address the comment about my excuses! I in no way gave Ms [redacted] and excuse and was merely explaining the process and steps we had taken to address the water issuesI am sorry for the misunderstanding and it being taken as excuses We were also unable to properly diagnose the problems such as checking the back side of the shower valve and the water heater and washing machine areas Ms [redacted] was unwilling to move some personal items from these access points for us to further investigate My service manager handled most of this project and I not only reached out to Ms [redacted] by phone to hear her issues but to also check up on any possible employee problems I am not clear on why the bath room faucet was replaced, if it was a recommendation or a customer request I do know for a fact that the entire base, under the kitchen sink had rotted out from a bad kitchen faucet and or leaks So the kitchen faucet was a must to not damage the new wood base we installed We also did some light electrical work and changed a switch and repaired a fan for Ms*** I was called by my service technician and he stated that Ms [redacted] told my service manager and it never was put on the work order I then instructed my specialist to perform the services for Ms [redacted] at no charge No charge as it was not on the original order Still this did not seem to satisfy Ms***? I do not understand how when the service was still performed and we did not increase the amount due the customer was still unhappy? I do understand that my service manager quoted Ms [redacted] to further investigate the problem and may have misdiagnosed However, this is a process and there is some human error involvedThis is no different than an Auto mechanic that replaces un-needed parts in hopes of isolating the possibilities and the true problem I am sure that there are other methods of diagnosis than ours as these companies are run by other people with different ideas and suggestions I do however take a great deal of pride and satisfaction in knowing that over our plus years we have multitudes of customers that have again and again come back to us for their repair needs I personally called Ms [redacted] in hopes of finding common ground, learning from the experience and making her happy I am not sure what we are being asked at this point Ms [redacted] has spent a considerable amount of time damaging our reputation on the internet and now with the Revdex.comI do understand that we make mistakes I do understand that all employees need managed I do understand that human error is always a possibility and I cannot possibly see and touch every project our company is involved in I do however research and always aim for higher standards and a more educated work force I have no problem in refunding the bathroom faucet as it may not have been an needed item However, I simply do not see that giving Ms [redacted] a full refund for other non-related items is fair or practical The damage that Ms [redacted] is creating in hopes of somehow receiving satisfaction that would have been given regardless far outweighs the cost of the refundPlease see the attached invoice from work performed for Ms*** Line one would be the item that may not have been necessary and I would be willing to refund Again, I do not know all the circumstances surrounding that item I am still willing to refund that Item in hopes of satisfying Ms*** However, the damage and reviews that attack our reputation will need to cease I wish that MS [redacted] and I could have sat down and come to a mutual agreement before it came to this mudslinging, reputation damaging situation it has become Should I have any of my facts misconstrued or am being poorly informed I encourage a in person meeting with Ms [redacted] and myself ProfessionallyChad Wilcher

We are aware of Ms. [redacted] complaints as she also posted a negative review on [redacted] for the business. I personally have been in contact with her and explained that certain steps needed to be taken to diagnose the issues with the water pressure. And the customer was in agreement as far as I am... aware.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[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.
Regards, we would like for our complaint to be put on the Revdex.com site for others to view or better yet when their sells person is in someones home and ask for the client to call past customers to get there opinion have them call us
*** * *** ***

We are very sorry that this client experienced trouble with us on this projectWe did respond to the situation in a timely manner by sending an email to the clientHowever, we subsequently learned that the client doesn’t check email very oftenSo, for two weeks, they were waiting for a response
At the same time, we were waiting for a response to our emailIn retrospect, we should have followed up by phone when we didn’t’ hear anythingWe can imagine how frustrating it must have been for the client, with carpet and pad sitting in the garage and no word from usAnd for that we feel terribleThis is what happened, in our view: When the installer arrived (on Wednesday, 2/8/2017) and started taking up the existing carpet, he noticed the tiles underneath were loose 9”x9” tilesThat size of tile almost always contains asbestos. He stopped immediately because he suspected the tiles contained asbestosThat’s not a problem if the tiles are firmly installed because we can install the carpet over themBut it is a problem if tiles are loose because they need to be taken up so that asbestos fibers don’t get stirred up and enter the air in the homeWe visited the client’s house that evening and inspected the basement areaIt looked like a large portion of the floor had loose tilesWe were told that there had been a leak in a portion of the basement at one point in the pastIt seemed that the many of the tiles in that area had come looseWe collected a tile sample and dropped it off for testing on Thursday, 2/9/We received the test results on Friday, 2/10/2017. The sample tested positive for asbestosWe sent an email (see attachment A) to the client on Sunday, 2/12/2017, providing a copy of the test results and advising them that they needed to have the asbestos tiles removed before we could continue installing the carpetA special license is required to pull up asbestos tile, and we’re not licensed to do thatStopping at that point was the right thing to do, in our view, for the safety of both the installer and the homeownersAnd that’s where things stood for two weeks, with the client waiting to hear from us and with us waiting to hear from the clientAs we said before, that was our error, and we apologizeWe should have made a follcallThe client is asking that their installation cost be reimbursedThe total price of the job was $3,(see Attachment B). On 12/31/2016, they put down a percent deposit ($1,550.00) (see Attachment C) We require a percent deposit before we order materials and schedule an installerThe deposit didn’t quite cover the price of the carpet and pad, much less the installationThus, when the client paid someone else to install the carpet, they were not paying a second time for installationIf we had done the whole job, the client would have owed us another $1,550, which would have covered the rest of the materials as well as the installationSo the client isn’t out any money, from our point of viewThey just found someone else to do the installation portionThe price of the materials alone (carpet, pad, shipping, and tax) comes to $2283.32, so they technically still owe us $for materials ($- $= $733.32) We feel awful about our failure to make a follphone call when we didn’t get an email backConsequently, we are of course forgiving the client for the rest of the money ($733.32) owed for the carpetAgain, we really regret this happenedPlease forgive our oversight; it was inadvertentWe appreciate the feedback because it reminds us how important it is to be sensitive to what the client is thinking and feeling

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
"We are aware of Ms*** complaints as she also posted a negative review on *** for the business I personally have been in contact with her and explained that certain steps needed to be taken to diagnose the issues with the water pressureAnd the customer was in agreement as far as I am aware."This response does not address the complaint I filed against FRepairs The issue that was most important and the entire cause of my plumbing problem was the water pressure Not once during the days of work done did anyone test the pressure gauge After "completion" of the work there was no improvement of water pressure, and on the subsequent proposed work orders there was no mention of testing or replacing the pressure gauge I did talk to Chad the owner, but I was never happy with the results, with his explanation or his excuses
Regards,
*** ***

We are very sorry that this client experienced trouble with us on this projectWe did respond to the situation in a timely manner by sending an email to the clientHowever, we subsequently learned that the client doesn’t check email very oftenSo, for two weeks, they were waiting for a response
At the same time, we were waiting for a response to our emailIn retrospect, we should have followed up by phone when we didn’t’ hear anythingWe can imagine how frustrating it must have been for the client, with carpet and pad sitting in the garage and no word from usAnd for that we feel terribleThis is what happened, in our view: When the installer arrived (on Wednesday, 2/8/2017) and started taking up the existing carpet, he noticed the tiles underneath were loose 9”x9” tilesThat size of tile almost always contains asbestos. He stopped immediately because he suspected the tiles contained asbestosThat’s not a problem if the tiles are firmly installed because we can install the carpet over themBut it is a problem if tiles are loose because they need to be taken up so that asbestos fibers don’t get stirred up and enter the air in the homeWe visited the client’s house that evening and inspected the basement areaIt looked like a large portion of the floor had loose tilesWe were told that there had been a leak in a portion of the basement at one point in the pastIt seemed that the many of the tiles in that area had come looseWe collected a tile sample and dropped it off for testing on Thursday, 2/9/We received the test results on Friday, 2/10/2017. The sample tested positive for asbestos We sent an email (see attachment A) to the client on Sunday, 2/12/2017, providing a copy of the test results and advising them that they needed to have the asbestos tiles removed before we could continue installing the carpetA special license is required to pull up asbestos tile, and we’re not licensed to do thatStopping at that point was the right thing to do, in our view, for the safety of both the installer and the homeownersAnd that’s where things stood for two weeks, with the client waiting to hear from us and with us waiting to hear from the clientAs we said before, that was our error, and we apologizeWe should have made a follcallThe client is asking that their installation cost be reimbursedThe total price of the job was $3,(see Attachment B). On 12/31/2016, they put down a percent deposit ($1,550.00) (see Attachment C) We require a percent deposit before we order materials and schedule an installerThe deposit didn’t quite cover the price of the carpet and pad, much less the installationThus, when the client paid someone else to install the carpet, they were not paying a second time for installationIf we had done the whole job, the client would have owed us another $1,550, which would have covered the rest of the materials as well as the installationSo the client isn’t out any money, from our point of viewThey just found someone else to do the installation portionThe price of the materials alone (carpet, pad, shipping, and tax) comes to $2283.32, so they technically still owe us $for materials ($- $= $733.32) We feel awful about our failure to make a follphone call when we didn’t get an email backConsequently, we are of course forgiving the client for the rest of the money ($733.32) owed for the carpetAgain, we really regret this happenedPlease forgive our oversight; it was inadvertent We appreciate the feedback because it reminds us how important it is to be sensitive to what the client is thinking and feeling

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards, we would like for our complaint to be put on the Revdex.com site for others to view or better yet when their sells person is in someones home and ask for the client to call past customers to get there opinion have them call us.
[redacted] [redacted]

In response to the rebuttal from Ms. [redacted].  I would first like to address the comment about my excuses!  I in no way gave Ms. [redacted] and excuse and was merely explaining the process and steps we had taken to address the water issues. I am sorry for the misunderstanding and it being taken as excuses.  We were also unable to properly diagnose the problems such as checking the back side of the shower valve and the water heater and washing machine areas.  Ms. [redacted] was unwilling to move some personal items from these access points for us to further investigate.   My service manager handled most of this project and I not only reached out to Ms. [redacted] by phone to hear her issues but to also check up on any possible employee problems.  I am not clear on why the bath room faucet was replaced, if it was a recommendation or a customer request.  I do know for a fact that the entire base, under the kitchen sink had rotted out from a bad kitchen faucet and or leaks.  So the kitchen faucet was a must to not damage the new wood base we installed.  We also did some light electrical work and changed a switch and repaired a fan for Ms. [redacted].  I was called by my service technician and he stated that Ms. [redacted] told my service manager and it never was put on the work order.  I then instructed my specialist to perform the services for Ms. [redacted] at no charge.  No charge as it was not on the original order.  Still this did not seem to satisfy Ms. [redacted]?  I do not understand how when the service was still performed and we did not increase the amount due the customer was still unhappy?  I do understand that my service manager quoted Ms. [redacted] to further investigate the problem and may have misdiagnosed.  However, this is a process and there is some human error involved. This is no different than an Auto mechanic that replaces un-needed parts in hopes of isolating the possibilities and the true problem.  I am sure that there are other methods of diagnosis than ours as these companies are run by other people with different ideas and suggestions.  I do however take a great deal of pride and satisfaction in knowing that over our 15 plus years we have multitudes of customers that have again and again come back to us for their repair needs.  I personally called Ms. [redacted] in hopes of finding common ground, learning from the experience and making her happy.  I am not sure what we are being asked at this point.  Ms. [redacted] has spent a considerable amount of time damaging our reputation on the internet and now with the Revdex.com. I do understand that we make mistakes.  I do understand that all employees need managed.  I do understand that human error is always a possibility and I cannot possibly see and touch every project our company is involved in.   I do however research and always aim for higher standards and a more educated work force.  I have no problem in refunding the bathroom faucet as it may not have been an needed item.  However, I simply do not see that giving Ms. [redacted] a full refund for other non-related items is fair or practical.  The damage that Ms. [redacted] is creating in hopes of somehow receiving satisfaction that would have been given regardless far outweighs the cost of the refund. Please see the attached invoice from work performed for Ms. [redacted].  Line one would be the item that may not have been necessary and I would be willing to refund.  Again, I do not know all the circumstances surrounding that item.  I am still willing to refund that Item in hopes of satisfying Ms. [redacted].  However, the damage and reviews that attack our reputation will need to cease.  I wish that MS. [redacted] and  I could have sat down and come to a mutual agreement before it came to this mudslinging, reputation damaging situation it has become.  Should I have any of my facts misconstrued or am being poorly informed I encourage a in person meeting with Ms. [redacted] and myself.  ProfessionallyChad Wilcher

We are aware of Ms. [redacted] complaints as she also posted a negative review on [redacted] for the business.  I personally have been in contact with her and explained that certain steps needed to be taken to diagnose the issues with the water pressure. And the customer was in agreement as far as I am...

aware.

We will reimburse both items.