I have been paying extra for preventative maintenence each year, separate from their "contract". This year they included it in the price as before but this year they are saying that this extra $60 that i have paid is not for the preventative maintenence - it is for "inflation" along with an additional 10% increase which they have ALSO added each year for inflation or so I was told.
When i first confronted the company, many of their workers confirmed my thoughts and said that the price did include the maintenenance preventative but could not do anything for me. That i would need to go to Amber - the head of accounts.
I then went to Amber, who would not even listen to what i had to say, only to keep repeating that it was not written in the contract (which it never was previously either) and that they could not do it. She also spent a majority of our conversation arguing me that they did not accept credit card and that we did not pay our last bill with a credit card, meanwhile, my credit card receipt from their company was right in front of me for the almost $300 charge.
So finally, I was told by another worker to write a letter to Steve Grossman, who would read and respond to my letter.
I wrote the letter and mailed it with proof of payments by both check AND credit card explaining what I had been through and the service I had received up until that date along with documented proof that the maintenance was paid for within this payment.
Shortly after, I received a call from Kim Grossman - president - who stated that she was Steve's ex wife and that she owned the company. She began to argue with me about the contract and my letter and kept telling me that I did not understand what she was saying and I misunderstood what her reps and workers were telling me. Now, I am not from this country originally and i still have a slight accent, but i have been in the United States for over 30 years and I speak and understand english perfectly.
She took a tone with me that caused me to believe that she thought that I was an idiot and she kept insinuating that I did not understand what she was saying because of my accent.
Not to mention, she decided not to help me completely out of spite, rather than listen to my situation and rationally try and resolve the problem. Especially when I had the proper documentation proving the preventative was already paid for.
I do not appreciate the way I was treated over-all by this company and the president for that matter. I have recently been to the Better Business Bureau and this particular company has an "F" Rating with almost 50 complaints unanswered!!! I only wish I looked into this before I began using them and paying them for their services.
I hope many people read this and learn from my mistakes!! Obviously, they care more about their money than they do their customers. I mean, C'MON!!! All this for $60 in maintenence???!!!! REALLY???!!!!
To me this is more about principle than anything else. Please BEWARE OF THIS COMPANY!!!
Thanks for taking the time to read my story.
Fort Lauderdale, Florida