Repair Care

Customer is correct in that we did not show up twice. However he did not mention that we called 4 times for the first appointment and we got no answer. When the customer called the office to find out why we were not there we told him that the technician tried to call 4 times and since there was no answer the technician moved on to the next job. The customers call came in around 11:20. He said he had to leave by noon. We tried to get a hold of the technician but he was no longer in the area and the customer said he needed to leave by noon and could not wait so we rescheduled the appointment for 2 days later. On the day of the second appointment we were notified by the technician that he was on his way to the clients home and his truck broke down which he ended up having to be towed. Once we were notified at the office we immediately contacted the client to let him know. We apologized as this was not something we had control of, offered a reduced fee for his patience but customer would have none of it. He became very upset, kept cutting the booking agent off and would not listen to anything we had to say and then hung up on the booking agent. The customer did not allow us to offer a resolution. At RepairCare we always keep customer service at the forefront of all we do. Sometimes we don't get it right but we are committed to making it right. We value each and every one of our customers and will go above and beyond when we can. Unfortunately, this customer did not give us the chance to let him know how valued he is and that we are here to help.