Response from Jon's Window Cleaning
This customer purchased two Big Deal coupons for a sale I was running towards the end of June. The timing of my Big Deal sale happened to coincide with a week long family vacation. After purchasing he immediately contacted me via email to try and set something up for his personal residence in Atglen, Pa and not for the address in West Chester that he has listed on Angie's List. Upon reading his email I called him, thanked him for purchasing, and then inquired of the whereabouts of his residence as I was not familiar with the town name. I made him aware that there may be an extra travel fee if it was outside of the radius as the fine print clearly lists before purchasing. I will note that this seemed to bother him. After our conversation I looked up the address and saw that it was indeed a good 30-35 minute drive. The following week after returning from my getaway, I left him a voice mail explaining there would be an extra charge for travel ($15 to cover fuel and employees) and that we can set up a date when he was ready. Did not hear back for about two weeks in which he again wanted to set this up and apparently had not received my voice mail regarding the extra travel. I responded with an email informing him that I did leave a voice mail and perhaps he did not receive it, and also again informed him of the extra travel fee of $15. His responded that he was going to ask for a refund. I called him upon receiving his response to cancel to see if I could explain why I need to charge extra travel, that it was not an up charge, and simply covered my costs. Unfortunately he was not open to hearing this. I really did try to work with this customer. You can't please everyone.