Rhonda
Walla Walla,#2UPDATE Employee
Tue, December 26, 2006
In response to Mr. Cooke's complaint: Mr. Cooke first requested a refund of $75 the amount for one appointment from QualitySmith via email. That email, my response to his request, and his acceptance of his next appointment free, is shown here (in reverse order): Dear Ms. Donnelly, Thank You, for reading my not and most of all the prompt response that "shows you have a heart" I will be in touch shortly. Peter Cooke Rhonda Donnelly wrote: Hello Mr. Cooke, thank you for your well-written note. It is very much our intention to put money in contractor's pockets; it is the reason for our existence. I appreciate your position and have credited you the appointment. When we reactivate your account, your next appointment will be free. Please let me know when you want to reactivate. At this time, your customer appointments are set up to be for siding only. Is that accurate? If there are changes we need to make, please let me know. Thank you for your time. We appreciate the opportunity to be your business partner. Rhonda Donnelly Vice President - QualitySmith Mr. Cooke was a new contractor to our service and has not ever met with a QualitySmith customer, or paid for any other appointments. After a few weeks, Mr. Cooke wrote again via email to inquire about his refund. I referred him back to the original email that said we agreed on his next appointment free. Since Mr. Cooke had not reactivated his QualitySmith account, there was no way to give him a free appointment. Therefore, I agreed to make an exception to our policy and grant him a refund. I explained to him that this is a manual process and would be processed in the next 3 business days. Our automated billing process only allows for manual transactions on certain days; that's why there was a delay and I explained that in my email to Mr. Cooke. Unfortunately, our manual process broke down and Mr. Cooke had to inquire again about his refund. The day I received the message, December 11, we attempted to process his refund through our merchant services provider. The response from the provider was the transaction is under review and has not processed'. Normally, this is due to the recipient of the refund blocking charges from QualitySmith, which also blocks any other transactions. That information was relayed to Mr. Cooke. As of December 12, the refund has processed through the processer. The transaction details have been confirmed with the processing company (a copy was supplied to the BBB). If Mr. Cooke's account doesn't show a $75 debit, he will need to check with his bank to make sure they've properly processed the refund. Conclusion: Mr. Cooke's refund has been processed. I apologize for the original misunderstanding, the delay in the refund, and that Mr. Cooke was required to contact us multiple times to get financial satisfaction.