Feeling let down!
Have been an Appleseed client for approx 15 years. There has been many letters and emails from Ken explaining the new Metro name but they are not consistent. The service in past years has been awesome. I'm not sure if the recent changes are causing growing pains maybe? The GPS tracking system seem less than accurate we have received no less than 3 "alerts" yet seen no tractor. It seems like only 4 houses on our street have been missed. We have called several times and left messages with client service staff. Each time we have been reassured our concern would be addressed each time I have specifically asked for a return call and received zero info. I've worked in the snow business my self so believe me I get it. I'm just asking for a reasonable response time and a return call. The call centre is pointless unless they can provide me with updated info. Hoping to hear from you Ken.
- Approximate cost of services:
- $350.00
- Company Response
I get it Gill.
Its not 'growing pains'....we employ more 'technology' then any other snow contractor in the business to 'communicate' to our clients. The GPS alerts are a tricky science and constantly have to be tweaked.
If you let me know your street I can reveiw your driver and his route and time records. Its rare he would ever 'miss' 4 houses on the same street? Id like to review this.
Regarding 'phone messages' Ive stated upfront as many times as I can to clients..'we dont return phone calls'...email is the way we respond to issues and complaints.
Here's the deal with 'phone calls' in the snow business......80% of clients DONT think to leave their address in the phone message! Cryptic phone messages like 'you missed me'? 'Are you coming?' Dont really help us...so...we have to take the time to "look up whoand where you live' based on name or phone number.......'call back'..(no awnsering machine available) ...nobody awnsers ect and we waste time playing 'phone tag' during a storm trying to answer someone's questions or figuring out who the person even is!
Basically....email is faster, its in writing, we have a record and it's easier to print, hand to a Customer Rep and gets dealt with immediatley.
I take a lot of heat for.....not calling back 'during a snowstorm' but most other companies....siimply leave a message and turn off their phones!
Maybe thats the way to go?
I don't believe so.
We will try to do better.....send me your street or address.Ken Dale
President