I apologize that the Office Manager did not record a response to the complaint when she was first notified. Our Office Manager spoke with Ms. [redacted] on August 5th, prior to her filing a complaint with the Revdex.com on August 8th. Mrs. [redacted] explained that we are a flat rate service company. Ms....
[redacted] is not the person who called the office and scheduled the appointment. Her sister in law was the contact. We always explain to our customers that for us diagnose a plumbing problem the cost is $49.50. This fee is waived if they accept the repair and price they are given, only then do we perform the work. The customer was offered a refund of $15 so that the price paid for the service rendered was $160.00, our Value rate which is normally reserved for customers who purchase a maintenance plan. Ms. [redacted] also explained to her that the refund could not be issued until the invoice was processed and that could take another week. I issued Ms. [redacted] a refund of $15, as agreed, on August 11th 2014, Check number [redacted].
I am not aware of her calling the office since then so I can only assume the matter is closed. If you have any questions please feel free to call either Leslie [redacted] our Office Manager, or myself at the number below.
Sincerely,
[redacted]
Accounting
[redacted]
Main Office [redacted]
Direct Line [redacted]
Fax [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory as long as they refund the amount stated in the response because that what was told to me on the phone. The company stated that someone should have been there with my sister-in-law and brother. My brother and sis-in-law live alone and are intelligent enough to know when they have been taken advantage of which this is the case by McDonald Plumbing. There is no way that less than a 20 minute reconnection of a part should have cost almost $200 and no one should have had to be there to supervise the service. That plumber took advantage.
I am not clear as to who filed the complaint and rejected my response. Our customer was [redacted] is the one who called our office and scheduled the appointment. If [redacted] is developmentally disabled then [redacted] should have been at the home for the appointment she scheduled. The first complaint is very well written, not by a person that would appear to be developmentally disabled, yet it states it is from [redacted]. The response rejection is clearly from [redacted]. I don't know if I am dealing with one person or two. I understand being concerned for a family member but I also feel honesty is important. If it is Ms. [redacted] making the complaint and rejecting our responses I would appreciate the Revdex.com record reflecting that.
How one can "Reject" a response I do not know. I was not offering a resolution, simply responding to the complaint and apologizing for our entire staff that we did respond in a timely manner. The rejection clearly states that it is from [redacted], though she is not named as the person filing the complaint.
I need to speak with our office manager to see if it was [redacted] or [redacted] she spoke with on August 5th. I will also speak to the president of the company, [redacted] to get permission to issue an additional refund of $110.50 to bring the cost down to what apparently [redacted] is asking for, our diagnostic charge.
I will get back to you as soon as I have reviewed the case with Mr. [redacted] and let you know our offer. As this is more of a discussion between the Revdex.com and our company I would appreciate the consideration of not forwarding this communication to Ms. [redacted], especially since I am unclear as to whether it is [redacted] or [redacted] that is complaining.
Sincerely,
[redacted]
Accounting
[redacted] Plumbing Heating & Air Conditioning, Inc.
I apologize that the Office Manager did not record a response to the complaint when she was first notified. Our Office Manager spoke with Ms. [redacted] on August 5th, prior to her filing a complaint with the Revdex.com on August 8th. Mrs. [redacted] explained that we are a flat rate service company. Ms....
[redacted] is not the person who called the office and scheduled the appointment. Her sister in law was the contact. We always explain to our customers that for us diagnose a plumbing problem the cost is $49.50. This fee is waived if they accept the repair and price they are given, only then do we perform the work. The customer was offered a refund of $15 so that the price paid for the service rendered was $160.00, our Value rate which is normally reserved for customers who purchase a maintenance plan. Ms. [redacted] also explained to her that the refund could not be issued until the invoice was processed and that could take another week. I issued Ms. [redacted] a refund of $15, as agreed, on August 11th 2014, Check number [redacted].
I am not aware of her calling the office since then so I can only assume the matter is closed. If you have any questions please feel free to call either Leslie [redacted] our Office Manager, or myself at the number below.
Sincerely,
[redacted]
Accounting
[redacted]
Main Office [redacted]
Direct Line [redacted]
Fax [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory as long as they refund the amount stated in the response because that what was told to me on the phone. The company stated that someone should have been there with my sister-in-law and brother. My brother and sis-in-law live alone and are intelligent enough to know when they have been taken advantage of which this is the case by McDonald Plumbing. There is no way that less than a 20 minute reconnection of a part should have cost almost $200 and no one should have had to be there to supervise the service. That plumber took advantage.
[redacted]
Mr. [redacted],
I am not clear as to who filed the complaint and rejected my response. Our customer was [redacted] is the one who called our office and scheduled the appointment. If [redacted] is developmentally disabled then [redacted] should have been at the home for the appointment she scheduled. The first complaint is very well written, not by a person that would appear to be developmentally disabled, yet it states it is from [redacted]. The response rejection is clearly from [redacted]. I don't know if I am dealing with one person or two. I understand being concerned for a family member but I also feel honesty is important. If it is Ms. [redacted] making the complaint and rejecting our responses I would appreciate the Revdex.com record reflecting that.
How one can "Reject" a response I do not know. I was not offering a resolution, simply responding to the complaint and apologizing for our entire staff that we did respond in a timely manner. The rejection clearly states that it is from [redacted], though she is not named as the person filing the complaint.
I need to speak with our office manager to see if it was [redacted] or [redacted] she spoke with on August 5th. I will also speak to the president of the company, [redacted] to get permission to issue an additional refund of $110.50 to bring the cost down to what apparently [redacted] is asking for, our diagnostic charge.
I will get back to you as soon as I have reviewed the case with Mr. [redacted] and let you know our offer. As this is more of a discussion between the Revdex.com and our company I would appreciate the consideration of not forwarding this communication to Ms. [redacted], especially since I am unclear as to whether it is [redacted] or [redacted] that is complaining.
Sincerely,
[redacted]
Accounting
[redacted] Plumbing Heating & Air Conditioning, Inc.