Central Virginia Computer Services, LLC

"I am very sorry you were not satisfied with our service! I see one of our techs gave you a standard sign-unseen estimate for running a telephone line. You were told this was an estimate, and it could be a little more or less. We start our clock when we leave the shop to combine our travel expense along with the labor. In this way, it is automatically included with all the work we do, and is not a decision we make to "add extra hours". The tech, while onsite, attempted to make use of an existing telephone line in the hopes of SAVING time. He said you told him the line was special in some way, so he wanted to see if there was anything that made this line different than any standard DSL line. I can only assume this is what you are referring to as "piddling around", and that time was deducted by the tech before he left because nothing came of it. The job took a little longer than what was anticipated, and when you called in to let us know you were unhappy with the bill, I made adjustments to the bill to reflect what it could have been if we had performed an onsite assessment in advance. As for the messy work, the new work was ran inside the wall and directly to the outside junction. My tech indicated that in troubleshooting the existing line, he unscrewed one of the existing faceplates that he believes he might have failed to screw back in when he finished. We strive to leave a job cleaner than when we arrived, and I apologize we have fallen short of that goal."

"Thank you for your business, Doris. We take our customer satisfaction very seriously, and I am sorry you had a bad experience. As we've discussed, it was difficult to tell how long everything was going to take. We offered you to drop off the equipment at our shop to try and save you some money, we discounted all labor by 25%, didn't charge for travel for one of our trips, and let you know we'd work with you on payments. I'm sorry the bill was more than you were expecting. If you'd like to discuss further, please call our help desk and ask to speak with Jeremiah."