ComplaintsforLinkUs Enterprises, LLC.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The job was never completed.

  

  Business response

  05/09/2024

  Hello, 
  
  We are deeply saddened to hear of the passing of ***** and extend our condolences to his family during this difficult time. 
  Regarding the project outlined under Service Order (SO) *****, we have compiled a detailed timeline of events leading up to the completion of the work: 
  
  - On 04/06/23, a check was collected for SO *****. 
  - On 04/06/23, SO ***** and ***** transitioned to Product Needs to be filled. 
  - On 04/18/23, SO ***** transitioned to Product Received, with notification provided to ***** for scheduling purposes on the ** install. 
  - ***** opted to delay scheduling until all items were received. He was notified it would take another month or two for all equipment to arrive due to a backorder on the cameras. 
  - On 05/04/23, SO ***** transitioned to Product Received 
  - Following this, ***** contacted us on 05/15/24 to express a desire to postpone due to health concerns and was advised to reach out when ready to proceed. 
  - On 06/05/23, ***** left us a voicemail. 
  - On 06/06/24, further communications occurred, culminating in a scheduled appointment for 06/29/23. 
  - Regrettably, a staffing issue arose on 06/29/23 with a technician calling out sick, prompting a rescheduled appointment for 07/03/23. 
  The project commenced on 07/03/23 and soon after was completed at *********************' request. 
  
  A message from our Technology Designer who assisted *****, states the following: 
  ********************* has been a long-standing VIP customer with ********************** and a very pleasant person to have had the privilege to work with. 
  I had the opportunity to meet with ***** in July of 2023 to discuss upgrading the technology and automation in his home. LinkUs had treated the project as a priority due to the importance of ***** being able to utilize the technology in-house efficiently due to his disabilities. ***** had expressed upgrading his camera system as well as televisions and needing additional charging stations for his Control 4 automation which he was very dependent on. 
  I had put together a quote for ***** outlining the camera request he had as well as the requested size of television which he would like based on the locations throughout the home, as well as additional Control 4 devices. I had paid a visit to his home once again to go over all that was reflected on the proposal, get signature and collect payment for proposed installation. 
  There were some delays in receiving products from our vendors as well as the requested sizes of televisions had been discontinued. I had a conversation with ***** advising of such and we had to go with different size televisions and there was some delay of getting back with me. Once the product was received LinkUs had reached out to schedule with *****. It had taken some time to schedule to meet the availability of ***** schedule due to doctors appointments. 
  Once we were able to proceed with the installation it was communicated by the technician that there were some changes to the original design of the surveillance system which was requested by *****. Thus, needing to order products and get rescheduled. Once again LinkUs had ran into issues of getting back on the schedule based on ***** availability. 
  At times ***** was difficult to reach due to his medical situation. I had stayed in communication with ***** via text message email, and evening phone calls which at times was when he was available so that we could get him back on the schedule and able to utilize his equipment efficiently. 
  In closing, I would like to reiterate that LinkUs valued ***** and his kindness and patience and that it was a privilege to have had him as a valued customer. 

  
  We acknowledge and deeply regret the frustration caused by the recent service delays and interruptions that were experienced during this project with us. Customer satisfaction is incredibly important to us, and we appreciate the patience and understanding we have received throughout this process. As you are aware, we have now successfully completed the project and received payment. However, we recognize that the journey to completion was not without its challenges. We want to assure you that our team is fully committed to promptly resolving any outstanding issues that *** still require attention. ********************* has been a valued customer for many years, and we sincerely appreciate his loyalty and trust in our services. We have always strived to accommodate his schedule and preferences, including assigning his preferred technicians whenever feasible, even if that meant delaying the project. ******* satisfaction and comfort was our top priority, and we remain dedicated to upholding our service standards to ensure that future experiences with us are smooth and satisfactory. 
  Should you have any remaining concerns or if there are further issues that require our attention, please do not hesitate to reach out to us directly. We are here to assist and ensure that you are completely satisfied with the outcome. 
  Thank you once again for your understanding and cooperation throughout this process. 
  
  Sincerely, 

  
  ***************************

  Marketing Manager of Customer Engagement & Social Media

  LinkUs Enterprises
  ****************************************

  Customer response

  05/15/2024

   I am rejecting this response because:
  The job was never completed
  
  

  

  Business response

  05/21/2024

  Dear ********'s Representative,
  We are deeply saddened to hear of the passing of ***** and extend our condolences to his family during this difficult time.
  Regarding the project outlined under Service Order (SO) *****, we have compiled a detailed timeline of events leading up to the completion of the work:
  - On 04/06/23, a check was collected for SO *****.
  - On 04/06/23, SO ***** and ***** transitioned to Product Needs to be filled.
  - On 04/18/23, SO ***** transitioned to Product Received, with notification provided to ***** for scheduling purposes on the ** install.
  - ***** opted to delay scheduling until all items were received. He was notified it would take another month or two for all equipment to arrive due to a backorder on the cameras.
  - On 05/04/23, SO ***** transitioned to Product Received
  - Following this, ***** contacted us on 05/15/24 to express a desire to postpone due to health concerns and was advised to reach out when ready to proceed.
  - On 06/05/23, ***** left us a voicemail.
  - On 06/06/24, further communications occurred, culminating in a scheduled appointment for 06/29/23.
  - Regrettably, a staffing issue arose on 06/29/23 with a technician calling out sick, prompting a rescheduled appointment for 07/03/23.
  The project commenced on 07/03/23 and soon after was completed at *********************' request.
  
  A statement from our Technology Designer who assisted *****, states the following:
  ********************* has been a long-standing VIP customer with ********************** and a very pleasant person to have had the privilege to work with.
  I had the opportunity to meet with ***** in July of 2023 to discuss upgrading the technology and automation in his home. LinkUs had treated the project as a priority due to the importance of ***** being able to utilize the technology in-house efficiently due to his disabilities. ***** had expressed upgrading his camera system as well as televisions and needing additional charging stations for his Control 4 automation which he was very dependent on.
  I had put together a quote for ***** outlining the camera request he had as well as the requested size of television which he would like based on the locations throughout the home, as well as additional Control 4 devices. I had paid a visit to his home once again to go over all that was reflected on the proposal, get signature and collect payment for proposed installation.
  There were some delays in receiving products from our vendors as well as the requested sizes of televisions had been discontinued. I had a conversation with ***** advising of such and we had to go with different size televisions and there was some delay of getting back with me. Once the product was received LinkUs had reached out to schedule with *****. It had taken some time to schedule to meet the availability of ***** schedule due to doctors appointments.
  Once we were able to proceed with the installation it was communicated by the technician that there were some changes to the original design of the surveillance system which was requested by *****. Thus, needing to order products and get rescheduled. Once again LinkUs had ran into issues of getting back on the schedule based on ***** availability.
  At times ***** was difficult to reach due to his medical situation. I had stayed in communication with ***** via text message email, and evening phone calls which at times was when he was available so that we could get him back on the schedule and able to utilize his equipment efficiently.
  In closing, I would like to reiterate that LinkUs valued ***** and his kindness and patience and that it was a privilege to have had him as a valued customer.
  We acknowledge and deeply regret the frustration caused by the recent service delays and interruptions that were experienced during this project with us. Customer satisfaction is incredibly important to us, and we appreciate the patience and understanding we have received throughout this process. As you are aware, we have now successfully completed the project and received payment. However, we recognize that the journey to completion was not without its challenges. We want to assure you that our team is fully committed to promptly resolving any outstanding issues that *** still require attention. ********************* has been a valued customer for many years, and we sincerely appreciate his loyalty and trust in our services. We have always strived to accommodate his schedule and preferences, including assigning his preferred technicians whenever feasible, even if that meant delaying the project. ******* satisfaction and comfort were our top priorities, and we remain dedicated to upholding our service standards to ensure that future experiences with us are smooth and satisfactory.
  Should you have any remaining concerns or if there are further issues that require our attention, please do not hesitate to reach out to us directly. We are here to assist and ensure that you are completely satisfied with the outcome.
  Thank you once again for your understanding and cooperation throughout this process.
  
  Sincerely,
  ***************************
  LinkUs Enterprises
  ****************************************

  

  Business response

  05/22/2024

  Thank you for bringing your concerns to our attention.
  We would like to clarify that the scope of work contracted has been confirmed completed as per our agreement. We are committed to ensuring that our customers are fully satisfied with our services, and we are currently working closely with the new homeowner to adapt the system to fit their specific needs.
  Please be assured that we take all feedback seriously and strive to provide the highest level of service. If there are any additional concerns or specific issues that need to be addressed, we encourage you to contact us directly so we can resolve them promptly.
  Thank you for your understanding and cooperation.

  
  Sincerely,

  
  ***************************
  Marketing Manager
  ****************************************

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