Pave Master

I am writing this letter in response to the complaint filed for [redacted] ***We have tried to communicate to this customer that in order to have the units serviced on a regular basis the units need to be accessible at all timesMr [redacted] has one unit that is located in a field located in at [redacted] **Our driver has reported that this unit has been blocked by trucks on multiple occasions and because of a language barrier has been unsuccessful in getting anyone at the site to move the vehicles so that the unit can be servicedAlso, the weather has been a factor at this siteThe recent rain we have been experiencing has caused the ground to be oversaturated and where the unit is located it is too muddy for the driver to get toIf our driver would attempt to service and get stuck at the location, we could incur a large tow bill, damage our equipment and cause damage to the customer’s propertyWe are at this location once a week as there is another unit on the property that we service once time a weekMr [redacted] is on every two weeks service therefore his unit does not get serviced every time our driver is at the locationWe believe that on occasion, Mr [redacted] sees the driver at the site and believes his unit was missed, when in fact it was not his week for serviceIn regards to Mr***’s other location at [redacted] in Atwater there are two points of entry for this address (one provides access to the residence and one access to the field)The resident at this address does not want us to use the residential entrance and refuses to let us to drive into the property using their gateIn the incident outlined in his complaint, we had a replacement driver and our driver did not know there were two access points and was waiting at the residential gate for Mr***The driver was not familiar with the unit location however he did locate the unit and it was servicedWe try to call our customers when a unit is not accessible however this is only as a courtesy and is not requiredOur terms and conditions on the back of each invoice states that units must be accessible at all times and that we are not responsible for Acts of GodOur drivers are not provided with company cell phones therefore they do not always callAttached, is our terms and conditions along with maps and pictures of the locations in questionWe hope this helps put our job in perspective and help to understand the layout of the land and the difficulty we have in accessing the unitsOur drivers are our drivers are our eyes and ears at our jobsites and most drivers have been with our company for many years and we trust themWe can track our trucks via our @Road tracking systemIf we see a driver has actually driven to a location, it makes no sense for them not to at least attempt to service the unitWe have the upmost respect for our farming customer, we know they are hardworking individuals and we in no way want them to believe otherwiseWe have no problem crediting this customer for the services that were missed even though the circumstances in which they were missed were beyond our controlAttached, please also find the credit issued to the customer for missed services in the amount of $Thank You, [redacted] Service Manager

I am writing this letter in response to the complaint filed for [redacted]. We have tried to communicate to this customer that in order to have the units serviced on a regular basis the units need to be accessible at all times. Mr. [redacted] has one unit that is located in a field located in at...

[redacted]. Our driver has reported that this unit has been blocked by trucks on multiple occasions and because of a language barrier has been unsuccessful in getting anyone at the site to move the vehicles so that the unit can be serviced. Also, the weather has been a factor at this site. The recent rain we have been experiencing has caused the ground to be oversaturated and where the unit is located it is too muddy for the driver to get to. If our driver would attempt to service and get stuck at the location, we could incur a large tow bill, damage our equipment and cause damage to the customer’s property. We are at this location once a week as there is another unit on the property that we service once time a week. Mr. [redacted] is on every two weeks service therefore his unit does not get serviced every time our driver is at the location. We believe that on occasion, Mr. [redacted] sees the driver at the site and believes his unit was missed, when in fact it was not his week for service. In regards to Mr. [redacted]’s other location at [redacted] in Atwater there are two points of entry for this address (one provides access to the residence and one access to the field). The resident at this address does not want us to use the residential entrance and refuses to let us to drive into the property using their gate. In the incident outlined in his complaint, we had a replacement driver and our driver did not know there were two access points and was waiting at the residential gate for Mr. [redacted]. The driver was not familiar with the unit location however he did locate the unit and it was serviced. We try to call our customers when a unit is not accessible however this is only as a courtesy and is not required. Our terms and conditions on the back of each invoice states that units must be accessible at all times and that we are not responsible for Acts of God. Our drivers are not provided with company cell phones therefore they do not always call. Attached, is our terms and conditions along with maps and pictures of the locations in question. We hope this helps put our job in perspective and help to understand the layout of the land and the difficulty we have in accessing the units. Our drivers are our drivers are our eyes and ears at our jobsites and most drivers have been with our company for many years and we trust them. We can track our trucks via our @Road tracking system. If we see a driver has actually driven to a location, it makes no sense for them not to at least attempt to service the unit. We have the upmost respect for our farming customer, we know they are hardworking individuals and we in no way want them to believe otherwise. We have no problem crediting this customer for the services that were missed even though the circumstances in which they were missed were beyond our control. Attached, please also find the credit issued to the customer for 4 missed services in the amount of $78.00. Thank You,[redacted]Service Manager