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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are a ****** ***** with a large elderly congregation. ***************** refused to complete the job .We gave our deposit in February and still waiting to be placed on their so call calendar. I called about 7 times with no response to when they will complete the job. This effects the flow of our activities in our ****** with the elderly . They cannot climb steps and we had a serious accident due to the none working evaluator which Authentic Elevator Services Corp has a contract to complete since Feb. ***************** is neglectful , and their code of business need to be reported to BB. ********************** *****************
Business response
05/22/2024
Dear ****************************,
I am sorry that you feel that way, but there has been some miscommunication within your organization. Attached you will find a copy of the proposal that was sent on February 7, 2024, but it was not approved until March 26, 2024, as you may see in the email attached to the proposal enclosed with this response. Also,the deposit was not received until April 2, 2024 (See Ck-******), which at that time we explained that because your account was seriously behind in payments,we will not be able to schedule the repair. Payments were due from May 2023 through November 2023 (7 old invoices due since 2023). We explained that the account shall be brought current before scheduling the job. On April 11, 2024,we received the payment to bring the account current (See **********, and we proceed to order the materials needed to do the repair. The materials were received two weeks after being ordered (April 29, 2024). After that we proceeded to schedule the repair. I was informed by our COO (***************************)that the job was scheduled for tomorrow (5/23/2024) and that information was communicated to ***********************************.Normally, service companies has a back log of work around 2 weeks in the low seasons and 4-6 weeks in the high seasons. I hope this information and the attached evidence brings clarity to your concern.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.