Environmental Systems

Initial Business Response / [redacted] (1000, 12, 2016/01/06) */ Environmental Systems Inc [redacted] XXXXX Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Date: XX- To: [redacted] / [redacted] Re: XXXXXXXX In regards to the questions or concerns of Miss [redacted] , I was very confused by some of the concerns she hadWe will address each concern as it was presented and any reason for confusion on our behalf The initial concern of Miss [redacted] was regarding someone coming out to her residence: "A man came to our home by the name of Eric [redacted] "Mike, one of our representatives who has been with us for over years (who gets paid per completed appointment not per sale) visited with [redacted] who chose to purchase the equipment, not Eric [redacted] as the complaint states [redacted] or Drew [redacted] her significant other contacted us from an advertisement they received in the mail back on July 21st, and decided to schedule an appointment on July 22nd, to preview our equipment; giving us their address, phone number and scheduling a time for us to stop by The next concern of Miss [redacted] is regarding the price of her equipment that she purchased: "with the discounts it was supposed to be $2000" We have multiple steps to make sure there is no confusion on the price or paperwork including: -Verbally going over the numbers -The customer seeing the price during the product preview -The customer signing a product survey that has the price on it -Signing an installation checklist -Signing a contract with American Enterprises International (finance company) right below where it shows the following numbers: Amount financed = $ Finance charge = $(only if they make the MINIMUM payment for the FULL term) Total of payments =$(Includes their down payment of $210.00) And the term of payments of $ -Signing a Bill of Sale Receipt directly below the balance due of $(which is after their down payment of $but before the finance charge) and directly above the "NOTICE OF CANCELLATION" -The cancellation period (we didn't hear from anyone until this letter) -The finance company completes a recorded "verification call" to make sure the customer has their equipment, is happy with the transaction, understands the terms of the contract including the down payment, that there are monthly payments of $109.23, and if they have any questions with the FINANCING or CONTRACT (to which Miss [redacted] answered "no" as she completed the verification call) Miss [redacted] also mentioned in her complaint that the rep "pretended to be on the phone with someone at the office" and she "tried calling us three times" where "every time a recording said 'Due to high call volumes, your wait will be ten minutes...'," then another recording that says "Please leave a message after the tone" This is even more confusing as we don't have voicemail; subsequently there are no recording(s)Our office is staffed with one or more Department Heads (Owner, Office Coordinator, Supervisor, AsstManager, Manager, or Office Manager) from 9:am to 9:pm every dayMike was on the phone with one of the managers as we do with every transaction Miss [redacted] 's final complaint is regarding the equipment: "not happy with the performance of the equipment" The equipment should operate the same as it did during the demonstration, which is why we deliberately have them purchase the equipment showed to them in their home, as it impressed them or why would they have purchased? A product doesn't sell in countries for years at that price if it didn't perform better than what you can pick up at retail stores like [redacted] or [redacted] It is possible that something has happened to reduce its performance since July when Miss [redacted] purchased it, which we would be more than happy to provide customer service or conduct an operational check to make sure it's operating at peak performance In summary, returning a sixth month old machine after numerous signed documents clarifying the price and cancellation policy, never hearing from anyone regarding any concerns, and a verification call conducted by another company to verify the customers were satisfied with the product and contract terms isn't fair or consistent to any of 1000's of customers over years that either chose to keep their equipment or exercised their right to return the equipment by following the terms and conditionsAgain, we would be happy to help with customer service, warranty or repair issues, filter replacement or complete an operational check to ensure peak performanceIf she would like any of these services, please contact our office at XXX-XXX-XXXX Thank you and best regards, Eric [redacted] President

I spoke to Miss [redacted] on Sun11th of Sept., after a nice conversation and addressing her concerns she has graciously decided to remove the complaint and I will be going out to see her and her husband just to meet them answer any questions they have about the machine and have a cup of coffee

"After talking with Eric, he did not offer any solutions that would help with my problem with the hoses & attachments that go with this vacuum." I was surprised to see this response as on our recorded conversation Miss [redacted] I offered solutions to your issue of having trouble with the hose and tools:Technique: It is easier to pull back on the tools than it is to pull up on the tools (this is helpful not always the solution)Allowing us to send you a new hose and tools that are adjusted so that they still work the same but are MUCH easier to useWe would send you a self addressed, postage paid, box and label to ship us back your hose and tools and ship you the new hose and tools (this has resolved the issue in the past).My surprise to your response is that you declined my attempt to resolve this by sending you the tools that are easier to use as if you aren't willing to try which is your choice and one that we will respectMiss [redacted] I appreciate you speaking with me and apologize that I don't have a magic wand to allow you to return the product after almost monthsWe would be happy to help with my suggestions if you change your mind or with customer service, warranty issues, and filter replacement (or accept the free filters I offered)I do appreciate you being polite and speaking with as long as you did as after you declined my offer I took a long time trying to think of another solution which made the conversation longer than expected, again thank you

We got a call from the Salesman's manager (Dan) and he seemed very pleasant and said that they will come tomorrow (Wed) to pickup the vacuum and also provide us with the two vacuums that we had surrendered and our $depositI also wanted to point out that the Salesman was very professional and courteous when he was at our home, but talked us into something that we actually did not want and could not afford

Initial Business Response / [redacted] (1000, 17, 2015/11/17) */ Environmental Systems Inc [redacted] XXXXX Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Date: 10/19/ To: [redacted] / [redacted] Re: XXXXXXXX In regards to the questions or concerns of Mr***, I spoke to [redacted] who explained what he thought happened in detailI explained that if someone did in fact hang up that not only was I sorry because we don't conduct ourselves that way and how the actions of the call center rep affects us all, but if I could find out who, corrective actions would immediately be takenIn addition we had a meeting in that deptwhere I read the complaint and did some extensive coachingMr [redacted] is also been fully informed of how to claim his prize which we would be happy to do as we do with everyone that responds to the advertisement, if there is anything else we can do please let us know Eric [redacted] President

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