Mr [redacted] purchased a unit preventative maintenance agreement from us on May 8,At that time we replaced run capacitors and included them in the purchase price of the PMA (which the two parts at retail cost 478.00) Mr [redacted] elected to re new his PMA at that time vs paying separate for the two partsSince that time we have been to Mr [redacted] on occasions to perform his PMA check upsDuring those visits we recommended various items to include the option to purchase new systemsAll of these subsequent visits were at ZERO charge to Mr [redacted] as they were part of his PMA contractWe have NOT charged Mr [redacted] for anything since that initial PMA agreement to which he signed.We received an email form the Revdex.com on August 13, and at that time the office staff called and left a message for him as he did not answerMr [redacted] returned our call minutes later and he explicitly said " DO not call me ever again" That was the end of our communication with Mr [redacted] It is our position that he has received services for his purchase as he was given the run capacitors as well as tune ups at ZERO additional cost per our agreement he signed on May 8,
Again,The time to decide on financing or paying with your credit card is PRIOR to the purchaseOur finance company will NOT do refinancing of a already paid for unitI am really confused as to why this is even a valid complaint? Of course we offered financing, we do that for all customers, however when they elect to pat for the system by credit card and the sale is consummated that is the end of the financial transaction
This is the exchange with the clientShe treated our employee *** (who has been with us a year and gets special requested by other clients) terribly in her home, followed up with extremely mean & threatening emails to us after we were nothing but kind & professional and to top it off -- we didn't charge her a penny for her cleaning, after she signed our satisfaction guarantee stating we come back if something isn't up to standards (I'll forward this to you as well for reference)We're not in the business of perfectionWe absolutely cannot guarantee that our employees will literally never make a mistakeIt's about how we handle it, in our eyes, that tells people how we actually do businessI am incredibly disheartened, as we've done everything in our power in this situation - including her not even payingAnd we still can't winFor reference, here's the satisfaction guarantee we put into place because we wanted to make sure clients are happy but started getting taken advantage of and getting threatened with reviews if we didn't comp cleaningsWe still have to pay our staff, gas money, supplies, employer tax, workers comp & liability insuranceWe don't get to employ people or stay in business if we give all cleanings awayhttps://sparklyhousecleaning.com/satisfaction-guarantee/ [redacted] Here is where [redacted] agreed to our policyThank you, [redacted] ---------- Forwarded message ----------From: [redacted] *** [redacted] Date: Wed, Dec 13, at 3:PMSubject: Re: Come home to SparklyTo: Sparkly Cleaning Read and agree On Mon, Dec 11, at 8:PM, Sparkly Cleaning wrote: Hi [redacted] ,All sounds goodWe do use a green all purpose and a vinegar water dilution and barkeepers friendIf there are any other speciality solutions you prefer you are welcome to leave them out as wellRegarding the furniture -- we definitely do our best to get around / under furniture but don't promise full eradication of all dust and debris just based on the inability to move itemsWe can definitely put it in your notes as something to be mindful of! I took a look at our schedule and on Friday 12/we have an opening in the afternoon with a 12-1pm arrival windowWould you like to secure that? All we'd need to officially confirm is a credit or debit card, which you can enter in our secure online form here: https://sparklyhousecleaning.com/schedule/ You will not be charged until after the cleaning is completeOur cleaners do not handle any payment or pricing, but are allowed to accept tips (but not required :).Also, we do need a review of our satisfaction guarantee policy (including signing off in agreement to pay for the cleaning) & rescheduling fees prior to the final booking--> We'd simply just need you to respond back saying you've read and agree to bothSatisfaction Guarantee+ https://sparklyhousecleaning.com/satisfaction-guarantee/+ At this time, we do not give away or discount cleaningsRescheduling Fees+ $within hours, $within hours, $if cleaners are sent to job and can't access or conditions are outside the realm of typical home cleaning procedures (a "lock-out" charge)Let us me know if you have any other questions!Thanks, [redacted]
Revdex.com:
I have reviewed the response 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
[Provide details of why you are not satisfied with this resolution.]On Aug5th I received an email from Rick G*** the Farnsworth sales agent, with details of the Farnsworth proposalI requested and received a more formal proposalI gave Rick my credit card info in order to expedite the installation -- I needed the a/c ASAP and Farnsworth could install in one to two daysThe installation was completed on Aug 8thOn Aug 8th I signed and returned the proposal documentI added, and initialed "Estimate 9.9% " under the note about financingThe note already said "Approximately $75/mo to finance"I returned the proposal as an attachment to an emailThe email included the credit information that Rick had requestedOn Aug 13th I sent an email to Rick inquiring about the status of the financing applicationRick responded within minutes that the amount of the financing would be $I accepted the next dayI emailed Rick on Aug 20th that I still hadn't seen anything on the financingHe responded that the office staff had it and he would check on itThe next correspondence was from Tiffani Ordoenz saying she knew nothing about itContinued inquiries failed to get a responseIf, as Farnsworth says, the use of my credit card was in lieu of financing under the original contract (which I do not accept), Rick's subsequent "offer" of financing under the original rate and terms, but for an additional "consideration" and my "acceptance" constitutes a change orderFarnsworth is obligated to provide the financing under this change order.Prior to my choosing Farnsworth Rick verbally stated that the unit as installed by Farnsworth would qualify for the APS rebateFarnsworth later stated that they were not qualified by APS but would seek qualificationThey gave no date for qualifyingThe APS rebate was the clincher for my choosing FarnsworthIt was offered after the price had been agreed upon and was not discounted in Farnsworth's priceI will accept a rebate from APS of $or a check from Farnsworth for $245.I received a product registration from ICP (International Comfort Products), followed by an email confirming the registrationNowhere on either document des it state the warranty informationI inquired of ICP what the warranty terms were -- using their email formThe form contained the name and address of the installerI never received a response from ICP, and assume they referred it to FarnsworthI never have received any proof that there is a year manufacturers warrantyThis matter would easily be taken care of if Farnsworth provides a manufacturers certificate of warranty.I have additional email documentation showing I provided the credit info to Rick on Aug 8th, but couldn't attach it,
Regards,
*** ***
Again,The time to decide on financing or paying with your credit card is PRIOR to the purchase. Our finance company will NOT do refinancing of a already paid for unit. I am really confused as to why this is even a valid complaint? Of course we offered financing, we do that for all customers, however when they elect to pat for the system by credit card and the sale is consummated that is the end of the financial transaction.
Mr. [redacted] purchased a unit form us on the 6th of August 2015. He paid with his credit card of his choosing. He then approximately 20 days later was asking to finance the installation? We are Not able to exchange forms of payment after the installation is completed., as our finance company does...
not perform re financing on already installed equipment and to our knowledge no one does such a thing. The time for Mr [redacted] to compare his interest rates on his card vs financing would be prior to making a purchase. As far as his allegation that using a credit card would expedite the installation that is simply untrue, we do same day and next day installations all the time with financed deals. Mr [redacted] also alleges that he was not provided a copy of his warranty registration which was in fact emailed to him on two occasions and is enclosed once again in this response. Mr [redacted] also states in the email thread enclosed that he acknowledges that he was given a discount for the APS rebate and states " I don't care where the money comes from either Farnsworth or APS". As far as the farnsworth warranty there is no file for his records other than the original contract. Again the time to decide what type of payment for ANY transactions prior to purchase. You cannot go to the grocery store and pay cash and then come back 20 days later and ask to pay with your credit card and get your cash back?
This is the exchange with the client. She treated our employee [redacted] (who has been with us a year and gets special requested by other clients) terribly in her home, followed up with extremely mean & threatening emails to us after we were nothing but kind & professional and to top it off...
-- we didn't charge her a penny for her cleaning, after she signed our satisfaction guarantee stating we come back if something isn't up to standards (I'll forward this to you as well for reference). We're not in the business of perfection. We absolutely cannot guarantee that our employees will literally never make a mistake. It's about how we handle it, in our eyes, that tells people how we actually do business. I am incredibly disheartened, as we've done everything in our power in this situation - including her not even paying. And we still can't win. For reference, here's the satisfaction guarantee we put into place because we wanted to make sure clients are happy but started getting taken advantage of and getting threatened with reviews if we didn't comp cleanings. We still have to pay our staff, gas money, supplies, employer tax, workers comp & liability insurance. We don't get to employ people or stay in business if we give all cleanings away. https://sparklyhousecleaning.com/satisfaction-guarantee/[redacted]Here is where [redacted] agreed to our policy. Thank you,[redacted]
---------- Forwarded message ----------From: [redacted]Date: Wed, Dec 13, 2017 at 3:55 PMSubject: Re: Come home to SparklyTo: Sparkly Cleaning <[email protected]>Read and agree On Mon, Dec 11, 2017 at 8:26 PM, Sparkly Cleaning <[email protected]> wrote: Hi [redacted],All sounds good. We do use a green all purpose and a vinegar water dilution and barkeepers friend. If there are any other speciality solutions you prefer you are welcome to leave them out as well. Regarding the furniture -- we definitely do our best to get around / under furniture but don't promise full eradication of all dust and debris just based on the inability to move items. We can definitely put it in your notes as something to be mindful of! I took a look at our schedule and on Friday 12/22 we have an opening in the afternoon with a 12-1pm arrival window. Would you like to secure that? All we'd need to officially confirm is a credit or debit card, which you can enter in our secure online form here: https://sparklyhousecleaning.com/schedule/ You will not be charged until after the cleaning is complete. Our cleaners do not handle any payment or pricing, but are allowed to accept tips (but not required :).Also, we do need a review of our satisfaction guarantee policy (including signing off in agreement to pay for the cleaning) & rescheduling fees prior to the final booking. --> We'd simply just need you to respond back saying you've read and agree to both.01 Satisfaction Guarantee+ https://sparklyhousecleaning.com/satisfaction-guarantee/+ At this time, we do not give away or discount cleanings02 Rescheduling Fees+ $50 within 48 hours, $75 within 24 hours, $100 if cleaners are sent to job and can't access or conditions are outside the realm of typical home cleaning procedures (a "lock-out" charge)Let us me know if you have any other questions!Thanks,[redacted]
Mr [redacted] purchased a 2 unit preventative maintenance agreement from us on May 8,2014. At that time we replaced 2 run capacitors and included them in the purchase price of the PMA (which the two parts at retail cost 478.00) Mr [redacted] elected to re new his PMA at that time vs paying separate...
for the two parts. Since that time we have been to Mr [redacted] on 4 occasions to perform his PMA check ups. During those visits we recommended various items to include the option to purchase new systems. All 4 of these subsequent visits were at ZERO charge to Mr [redacted] as they were part of his PMA contract.. We have NOT charged Mr [redacted] for anything since that initial PMA agreement to which he signed.We received an email form the Revdex.com on August 13, 2015 and at that time the office staff called and left a message for him as he did not answer. Mr [redacted] returned our call 10 minutes later and he explicitly said " DO not call me ever again" . That was the end of our communication with Mr. [redacted]. It is our position that he has received services for his purchase as he was given the 2 run capacitors as well as 4 tune ups at ZERO additional cost per our agreement he signed on May 8, 2014.
Mr [redacted] purchased a unit preventative maintenance agreement from us on May 8,At that time we replaced run capacitors and included them in the purchase price of the PMA (which the two parts at retail cost 478.00) Mr [redacted] elected to re new his PMA at that time vs paying separate for the two partsSince that time we have been to Mr [redacted] on occasions to perform his PMA check upsDuring those visits we recommended various items to include the option to purchase new systemsAll of these subsequent visits were at ZERO charge to Mr [redacted] as they were part of his PMA contractWe have NOT charged Mr [redacted] for anything since that initial PMA agreement to which he signed.We received an email form the Revdex.com on August 13, and at that time the office staff called and left a message for him as he did not answerMr [redacted] returned our call minutes later and he explicitly said " DO not call me ever again" That was the end of our communication with Mr [redacted] It is our position that he has received services for his purchase as he was given the run capacitors as well as tune ups at ZERO additional cost per our agreement he signed on May 8,
Again,The time to decide on financing or paying with your credit card is PRIOR to the purchaseOur finance company will NOT do refinancing of a already paid for unitI am really confused as to why this is even a valid complaint? Of course we offered financing, we do that for all customers, however when they elect to pat for the system by credit card and the sale is consummated that is the end of the financial transaction
This is the exchange with the clientShe treated our employee *** (who has been with us a year and gets special requested by other clients) terribly in her home, followed up with extremely mean & threatening emails to us after we were nothing but kind & professional and to top it off -- we didn't charge her a penny for her cleaning, after she signed our satisfaction guarantee stating we come back if something isn't up to standards (I'll forward this to you as well for reference)We're not in the business of perfectionWe absolutely cannot guarantee that our employees will literally never make a mistakeIt's about how we handle it, in our eyes, that tells people how we actually do businessI am incredibly disheartened, as we've done everything in our power in this situation - including her not even payingAnd we still can't winFor reference, here's the satisfaction guarantee we put into place because we wanted to make sure clients are happy but started getting taken advantage of and getting threatened with reviews if we didn't comp cleaningsWe still have to pay our staff, gas money, supplies, employer tax, workers comp & liability insuranceWe don't get to employ people or stay in business if we give all cleanings awayhttps://sparklyhousecleaning.com/satisfaction-guarantee/ [redacted] Here is where [redacted] agreed to our policyThank you, [redacted] ---------- Forwarded message ----------From: [redacted] *** [redacted] Date: Wed, Dec 13, at 3:PMSubject: Re: Come home to SparklyTo: Sparkly Cleaning Read and agree On Mon, Dec 11, at 8:PM, Sparkly Cleaning wrote: Hi [redacted] ,All sounds goodWe do use a green all purpose and a vinegar water dilution and barkeepers friendIf there are any other speciality solutions you prefer you are welcome to leave them out as wellRegarding the furniture -- we definitely do our best to get around / under furniture but don't promise full eradication of all dust and debris just based on the inability to move itemsWe can definitely put it in your notes as something to be mindful of! I took a look at our schedule and on Friday 12/we have an opening in the afternoon with a 12-1pm arrival windowWould you like to secure that? All we'd need to officially confirm is a credit or debit card, which you can enter in our secure online form here: https://sparklyhousecleaning.com/schedule/ You will not be charged until after the cleaning is completeOur cleaners do not handle any payment or pricing, but are allowed to accept tips (but not required :).Also, we do need a review of our satisfaction guarantee policy (including signing off in agreement to pay for the cleaning) & rescheduling fees prior to the final booking--> We'd simply just need you to respond back saying you've read and agree to bothSatisfaction Guarantee+ https://sparklyhousecleaning.com/satisfaction-guarantee/+ At this time, we do not give away or discount cleaningsRescheduling Fees+ $within hours, $within hours, $if cleaners are sent to job and can't access or conditions are outside the realm of typical home cleaning procedures (a "lock-out" charge)Let us me know if you have any other questions!Thanks, [redacted]
Revdex.com:
I have reviewed the response 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
[Provide details of why you are not satisfied with this resolution.]On Aug5th I received an email from Rick G*** the Farnsworth sales agent, with details of the Farnsworth proposalI requested and received a more formal proposalI gave Rick my credit card info in order to expedite the installation -- I needed the a/c ASAP and Farnsworth could install in one to two daysThe installation was completed on Aug 8thOn Aug 8th I signed and returned the proposal documentI added, and initialed "Estimate 9.9% " under the note about financingThe note already said "Approximately $75/mo to finance"I returned the proposal as an attachment to an emailThe email included the credit information that Rick had requestedOn Aug 13th I sent an email to Rick inquiring about the status of the financing applicationRick responded within minutes that the amount of the financing would be $I accepted the next dayI emailed Rick on Aug 20th that I still hadn't seen anything on the financingHe responded that the office staff had it and he would check on itThe next correspondence was from Tiffani Ordoenz saying she knew nothing about itContinued inquiries failed to get a responseIf, as Farnsworth says, the use of my credit card was in lieu of financing under the original contract (which I do not accept), Rick's subsequent "offer" of financing under the original rate and terms, but for an additional "consideration" and my "acceptance" constitutes a change orderFarnsworth is obligated to provide the financing under this change order.Prior to my choosing Farnsworth Rick verbally stated that the unit as installed by Farnsworth would qualify for the APS rebateFarnsworth later stated that they were not qualified by APS but would seek qualificationThey gave no date for qualifyingThe APS rebate was the clincher for my choosing FarnsworthIt was offered after the price had been agreed upon and was not discounted in Farnsworth's priceI will accept a rebate from APS of $or a check from Farnsworth for $245.I received a product registration from ICP (International Comfort Products), followed by an email confirming the registrationNowhere on either document des it state the warranty informationI inquired of ICP what the warranty terms were -- using their email formThe form contained the name and address of the installerI never received a response from ICP, and assume they referred it to FarnsworthI never have received any proof that there is a year manufacturers warrantyThis matter would easily be taken care of if Farnsworth provides a manufacturers certificate of warranty.I have additional email documentation showing I provided the credit info to Rick on Aug 8th, but couldn't attach it,
Regards,
*** ***
Again,The time to decide on financing or paying with your credit card is PRIOR to the purchase. Our finance company will NOT do refinancing of a already paid for unit. I am really confused as to why this is even a valid complaint? Of course we offered financing, we do that for all customers, however when they elect to pat for the system by credit card and the sale is consummated that is the end of the financial transaction.
Mr. [redacted] purchased a unit form us on the 6th of August 2015. He paid with his credit card of his choosing. He then approximately 20 days later was asking to finance the installation? We are Not able to exchange forms of payment after the installation is completed., as our finance company does...
not perform re financing on already installed equipment and to our knowledge no one does such a thing. The time for Mr [redacted] to compare his interest rates on his card vs financing would be prior to making a purchase. As far as his allegation that using a credit card would expedite the installation that is simply untrue, we do same day and next day installations all the time with financed deals. Mr [redacted] also alleges that he was not provided a copy of his warranty registration which was in fact emailed to him on two occasions and is enclosed once again in this response. Mr [redacted] also states in the email thread enclosed that he acknowledges that he was given a discount for the APS rebate and states " I don't care where the money comes from either Farnsworth or APS". As far as the farnsworth warranty there is no file for his records other than the original contract. Again the time to decide what type of payment for ANY transactions prior to purchase. You cannot go to the grocery store and pay cash and then come back 20 days later and ask to pay with your credit card and get your cash back?
This is the exchange with the client. She treated our employee [redacted] (who has been with us a year and gets special requested by other clients) terribly in her home, followed up with extremely mean & threatening emails to us after we were nothing but kind & professional and to top it off...
-- we didn't charge her a penny for her cleaning, after she signed our satisfaction guarantee stating we come back if something isn't up to standards (I'll forward this to you as well for reference). We're not in the business of perfection. We absolutely cannot guarantee that our employees will literally never make a mistake. It's about how we handle it, in our eyes, that tells people how we actually do business. I am incredibly disheartened, as we've done everything in our power in this situation - including her not even paying. And we still can't win. For reference, here's the satisfaction guarantee we put into place because we wanted to make sure clients are happy but started getting taken advantage of and getting threatened with reviews if we didn't comp cleanings. We still have to pay our staff, gas money, supplies, employer tax, workers comp & liability insurance. We don't get to employ people or stay in business if we give all cleanings away. https://sparklyhousecleaning.com/satisfaction-guarantee/[redacted]Here is where [redacted] agreed to our policy. Thank you,[redacted]
---------- Forwarded message ----------From: [redacted]Date: Wed, Dec 13, 2017 at 3:55 PMSubject: Re: Come home to SparklyTo: Sparkly Cleaning <[email protected]>Read and agree On Mon, Dec 11, 2017 at 8:26 PM, Sparkly Cleaning <[email protected]> wrote: Hi [redacted],All sounds good. We do use a green all purpose and a vinegar water dilution and barkeepers friend. If there are any other speciality solutions you prefer you are welcome to leave them out as well. Regarding the furniture -- we definitely do our best to get around / under furniture but don't promise full eradication of all dust and debris just based on the inability to move items. We can definitely put it in your notes as something to be mindful of! I took a look at our schedule and on Friday 12/22 we have an opening in the afternoon with a 12-1pm arrival window. Would you like to secure that? All we'd need to officially confirm is a credit or debit card, which you can enter in our secure online form here: https://sparklyhousecleaning.com/schedule/ You will not be charged until after the cleaning is complete. Our cleaners do not handle any payment or pricing, but are allowed to accept tips (but not required :).Also, we do need a review of our satisfaction guarantee policy (including signing off in agreement to pay for the cleaning) & rescheduling fees prior to the final booking. --> We'd simply just need you to respond back saying you've read and agree to both.01 Satisfaction Guarantee+ https://sparklyhousecleaning.com/satisfaction-guarantee/+ At this time, we do not give away or discount cleanings02 Rescheduling Fees+ $50 within 48 hours, $75 within 24 hours, $100 if cleaners are sent to job and can't access or conditions are outside the realm of typical home cleaning procedures (a "lock-out" charge)Let us me know if you have any other questions!Thanks,[redacted]
Mr [redacted] purchased a 2 unit preventative maintenance agreement from us on May 8,2014. At that time we replaced 2 run capacitors and included them in the purchase price of the PMA (which the two parts at retail cost 478.00) Mr [redacted] elected to re new his PMA at that time vs paying separate...
for the two parts. Since that time we have been to Mr [redacted] on 4 occasions to perform his PMA check ups. During those visits we recommended various items to include the option to purchase new systems. All 4 of these subsequent visits were at ZERO charge to Mr [redacted] as they were part of his PMA contract.. We have NOT charged Mr [redacted] for anything since that initial PMA agreement to which he signed.We received an email form the Revdex.com on August 13, 2015 and at that time the office staff called and left a message for him as he did not answer. Mr [redacted] returned our call 10 minutes later and he explicitly said " DO not call me ever again" . That was the end of our communication with Mr. [redacted]. It is our position that he has received services for his purchase as he was given the 2 run capacitors as well as 4 tune ups at ZERO additional cost per our agreement he signed on May 8, 2014.