poor customer service, poor communication lost 7 hour workday
technician did not show for the early morning service call( 8am), and I found out when I called the office about 9;20pm.
When I complained to the office I was blamed for parking issues in the neighborhood and a supposedly inappropriate driveway. I complained to the office manager as the owner was not available
Finally showed at 12:30 pm for his first am call and left about 2pm
A full workday lost and no apology
- Approximate cost of services:
- $300.00
- Company Response
Hello,
I'm very sorry you feel our customer service was not up to your standards.
I remember this call very well, and just to clear things up, Our technician did show up on time in the morning and there was no parking available until 10:00am, and your driveway was not suitable for the size of our service vehicles. Our technician also tried calling upon arrival several times to the number provided to us, and had no answer.
We are unable to let our technicians illegally park, (especially now with the new 2015 laws in place with regards to parking, as vehicles will be towed without warning)Unfortunately the technician had no choice but to move on to his second call of the day as no one could reach you, and when we finally made contact with you - We made arrangements for him to come back as soon as he had finished at that call, and parking would have become available.
With regards to your apology that you are talking about, you spoke with 2 different office staff, and we came to an agreement which was to send our technician back, which we did, and he not only did maintenance but repaired your unit.
Unfortunately there was a lack of communication with regards to what parking was available to our technicians.
We look forward to giving you a positive service experience next tine.
All the best,
Heather
Dupont Heating & Air Conditioning.
416-532-2859