Security Systems Supply

In the restoration industry it allows for overhead and profit when subcontractors are used. In this case overhead and profit was not required therefore we will gladly refund [redacted] $749.20 a check will be processed and mailed tomorrow.

[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.  I greatly appreciate the Cincinnati Revdex.com's assistance in this matter. On Friday, July 10, 2015, Mr. Jim [redacted] promised to mail a check in the referenced amount. To date, that check has not been received but I will advise upon its arrival. Thanks again for your professional assistance!
Regards,
[redacted]

[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, as long as they follow through with their offer in a timely manner.  
Regards,
[redacted]

We are refunding Mr. [redacted] the amount of $240.19 which covers the cost of the sanitizer, deodorizer, and Teflon. Very sorry for the miscommunication.Sincerely,[redacted]

[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,
[redacted]

Mr. [redacted] called our office and spoke with one of our customer service representatives and it looks on our end there was a communication issue and Mr. [redacted]'s concerns did not get sent to the correct employee to manage the situation. We did call the customer and try to rectify the situation and Mr....

[redacted] stated that he fixed the problem himself. We offered to help in any way possible and at that time Mr. [redacted] stated he wanted to move on from the situation, he did not request a refund however, We believe the right thing to do is give him a full reimbursement and we are also going to send him a gift certificate to receive his next cleaning at no charge. I did let Mr. [redacted] know that I was willing to do whatever it takes to rectify the situation and do the right thing and at that time he stated there was nothing left we could do for him so we feel at minimum we owe him his money back and also a free cleaning in the future if he decides to give us another chance.

[redacted],We apologize for any inconvenience that this may have caused you. I would like to start by saying we did receive your call and we were aware of the situation our standard practice is to review all of the paperwork, talk to the techs and the customer to determine the best course of action....

The following day the reimbursement was approved by myself and is currently going thru the correct channels to get a check cut back to you in the amount of $210.00. We did try to call two or three times to let you know the paperwork had been approved however, we were unsuccessful in getting in touch with you. The phone number we have on file went to voicemail each time. This sounded like a business line so im not sure if our customer service representative left a message with you or not. If you could please call me ###-###-#### I can give you more information. This is my personal line but I did want to inform you that the process was started and determined that a refund was processed a few days ago. Sorry for any miscommunication or inconvenience this may have caused you. We strive to do the right thing in all situations and we hope that in the future we can continue a business relationship.  Thanks,[redacted]Teasdale Fenton###-###-####

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,
[redacted]

Hello,Again I apologize for any inconvenience this may have caused you but I would like to start by informing you that the paperwork that you uploaded is not a contract as we do not sign contracts with customers on service jobs this is simply an invoice notifying you of the job that was done and giving you a line item of the work that was done. I have enclosed our local ad for your area which states if spots come back in 10 days so do we. This by no means says that we will come back months after the service and clean at no charge. I also have enclosed another picture on the invoice that was left with you at your home that states any questions concerning our work must be reported within 10 days or will be subject to a service charge. Again this is not a contract but an invoice. I understand that you did not sign the top line of the invoice which is fine many of our customers are not home or do not sign their copy of the invoice we leave at the home. Also you have no paperwork saying we will guarantee your cleaning for 6 months as we do not offer that service. The fact remains we do not have a contract with you and we did not warranty the job outside of the 10 days that we advertise we are in 600+ homes a week and do not warranty any of the carpet cleaning due to new or fresh pet spots. We would have no problem coming back and helping you at a discounted rate but the spots in the carpet were tested with a moisture meter and they were wet and fresh spots the spots in your carpet were not from the first cleaning we did 3 months ago.thanks

Hello, I would like to start by apologizing for any inconvenience that you may have experienced while using our services. We have 57 trucks in our fleet that run daily and it is very rare that we have issues like this. I would like to take the opportunity to rectify the situation. I do apologize...

that you had a bad experience using our service. We are very active in the community and we pride ourself on our customer service and personal relationships we have with the hundreds of customers we service each day and it sounds like that did not happen with your service. so when we hear of a situation like this that arises we want to make sure that we do all we can to do the right thing and take care of the situation. If there is anything I can do for you please feel free to give me a call directly and I will be more than happy to help you in anyway that I can Thanks, Troy

Mrs [redacted],  My name is [redacted], I am the Operations Manager of the carpet division at Teasdale Fenton. I received your e-mail last night and I wanted to take a minute and reach out to you. I would like to start off by apologizing for your bad experience. We strive to give each and every customer the best experience possible and it sounds like we did not meet your expectations and I am very sorry for that. All of our technicians are IICRC certified and have been thru extensive training on how to identify particulation staining, wear patterns and traffic patterns in carpet etc. Due to the situation and you having a bad experience I would like to refund you your money for the cleaning and I will also send you a certificate for a free cleaning in the future if you would allow us the pleasure of cleaning for you again and hopefully we can make this up to you and show you the great customer service and highly skilled technicians that that work for us on a daily basis. You can always reach me on my personal line at [redacted]We will reach out asap to get the job refunded and to get a good address to send the gift certificate to  Again we apologize for any inconvenience this may have caused you and we hope that in the future we can continue to have a business relationship. thanks,[redacted]

[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:
First, There is a lots of verbiage in the Teasdale-Fenton response.  I will be brief and to the point: 1. By whom is or was the technician "certified in textiles and carpets"?  What is the specific name of the agency / business/ institution that so certifies and certified the technician. 2. While I do have pets.  Those pets are not allowed in the carpeted areas cleaned, and I told the technician that.  The spots are NOT form my pets an any way. Nevertheless,  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, IF the business comes back to re-clean the problem areas(s), 
Regards,
[redacted]

We would like to apologize for any inconvenience. I spoke with Mrs. [redacted] when I found out about the situation and let her know that I would pass this onto my recon manager [redacted]. [redacted] did send a tech out to look at the job and we had to order the part as it was not available at the local part...

store like we assumed which was our fault. I did try to call Mrs. [redacted] and left her a voicemail letting her know that I would be more than happy to reimburse the initial cleaning for the inconvenience of the wait time. We strive to do the right thing in all situations and unfortunitly with the wait time on the part and the moving parts this took longer than expected. We did take care of the purchase of the part as well as covered all labor cost on the install and we will reimburse the initial cleaning in hopes that we can continue a business relationship. Please if you have anymore issues give me a call. 513-[redacted] Thank you for your feedback and again we apologize for any inconvience this may have caused. We will make sure to get you taken care of. Thanks, [redacted]

I would like to start by apologizing for your inconvenience. You are correct in stating that our ads say if spots come back in 10 days so do we and we will without question honor our word and our ads. However, we do reserve the right to deny service to our patrons and in some cases we will not...

guarantee the work performed because of underlying circumstances. When we go into a home the first thing we do is walk thru the property with our customers to identify any problems or issues that you have and then together with our customers we devise a game plan on how to get the work done to the best of our ability. This particular instance the carpet was damaged and being that our tech is certified in textiles and carpets they knew the issues with the carpet would not be resolved with a traditional cleaning and this is why they spoke with you about a possible enzyme treatment that could have had better results but would not look perfect due to the condition of the textile. Our technician notated on your invoice that there was no guarantee with this particular cleaning because of the circumstances and asked you to sign off which you declined to do. Also, at the bottom of our invoice it states that we do not guarantee or work in regards to pet spots because of all the variables with cleaning pet spots such as condition of carpet, size of dog, acid and ammonia content in the animal, uric acid count, urobla count in the urine etc. there is no carpet cleaning company that would guarantee that. There were spots in the carpet that did not come out because of these variables and most likely will not come out no matter how many times the carpet is cleaned. We feel we did the best job we could do in the environment that we had to work in. With the no guarantee against pet spots on the invoice, the technician letting you know we would clean the carpet but with no guarantee because of the circumstances, the technician notating the invoice correctly ahead of time and you stating during the job before we left the home that you were calling back in for a re-clean before we even left the home the first time this is why our office declined to come back a second time. With that being said, I will honor our commitment to providing the best customer service possible and I will agree to come back a second time to clean the carpet however, we will not guarantee the second cleaning we will do our best to help you out anyway that we can but it will not be possible to reverse the damage that has been done. I will leave a note on your profile to go ahead and book another cleaning at no charge this time if you would like to call our office at a time convenient for you we will get you on our schedule and get you taken care of.you can also contact me directly at [email protected],Troy P[redacted]Operations Manager- Carpet divisionTeasdale Fenton

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[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 [redacted]er 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.
I have been just trying to get a check cut for months to replace the items that have been damaged so I can buy new ones. I have received the check but does not address the walkway that was broken as well.
Regards,
[redacted]

We will contact customer today to    set up time to pick up rug and re clean it at no cost. Jim Olmstead[redacted]

I talked to Mr. [redacted] again on Saturday April 9, told him we would be out this week to repair lawn damage. We will call him ahead of time. I apologized again to him. He did not hang up on me this time.

Mrs [redacted],I have responded to your previous complaint and again would like to apologize for your experience with us, we strive to provide the best customer service to our customers and it seems you had a bad experience. I would like to refund your money on the cleaning and also give you a gift...

certificate for a free cleaning in the future in hopes you give us another chance. Again sorry for any inconvenience this may have caused you and we hope to be able to continue a business relationship in the future. you can contact me on my personal line at [redacted] also I will have someone reach out to you about getting your job refunded and get a good address to send the gift certificate toonce again we apologize and hope we can make it right in the future thanks,[redacted]