Open letter to Homestars Team
Dear Homestars Team:
In late July-2015, a review of our company's services was published on Homestars Web-page. An internal investigation was launched immediately, involving all managerial and technical personnel of Gutter Force. After thoroughly auditing accounting data, we couldn't identify a customer with such name and services in the last 3 months.
We have attempted to resolve the issue through requesting an investigation on your side, however, review was still published. Our second e-mail to you, sent on the 31st of August, still has no response.
We believe that healthy competition and honest feedback is what drives the industry and leads to betterment of services. For Gutter Force, customer satisfaction is the best indicator of success and we would never leave a customer's feedback unattended and unaddressed.
The fact that Homestars knowingly publishes reviews that might not represent real situations raises a lot of concerns about your credibility. Such actions affect all the stakeholders, giving customers wrong perceptions about businesses.
Please feel free to reply to our latest e-mail to contact us so we could solve this issue professionally.
History of our communications is shown below.
Date: Mon 2015-08-31 8:00 AM
We are reaching to you regarding latest feedback by Alex on our services. Feedback is published on Homestars (http://homestars.com/companies/2781516-gutter-force).
We have already initiated an investigation on the above-mentioned review, yet, it still came back online a few days ago.
At Gutter Force, we take customer complaints very seriously and strive to resolve every issue quickly and professionally.
The office never received a phone or e-mail complaint from person named Alex in the last year. Furthermore, no one was charged with the mentioned amount (350.00) for repairs this year.
We kindly ask you to re-initiate second investigation. If this review is credible – please provide us with an invoice number for the amount that Alex is referring to in the feedback or the date Alex was serviced by us.
Gutter Force Management
Date: Thu 2015-07-30 12:18 PM
I am a member of managerial team here at Gutter Force.
We take customers feedback very seriously and have just completed checking of all our transactions in the past quarter. We didn't have a customer with the name "Alex" or "Alexander"; furthermore, the amount that is mentioned in a review (350.00) was never charged for any repair jobs.
As every other service company, we, naturally, do occasionally receive feedback/complaints over the phone or via e-mail and we are doing our best to correct situation. We didn't have a single complaint in the past month, which leads us to thinking that the person might have mixed us with some other service provider.
Please help us resolve this issue.
Gutter Force Management