Tuesday, October 19, 2010

Service with a frown

My last post was on good service. What prompted this in my mind was some incredibly bad service I got from a local exterminator (I'll provide the name to anyone that asks). In fairness, I'm still working with the exterminator to resolve the issues. But the service to date has been so incredibly bad I thought I'd make a post.

The service provided was an annual contract and a certificate for a home sale. It could have been any service. The first bad thing we encountered was when we called for the annual contract. The office treated us rudely and didn't even know what the contract covered. Since the contract was ongoing, we continued to work with the company. The people that came our were easy to work with and trustworthy.

When the time came for a certificate for home sale, we contacted the company again. They found some problems and recommended a remedy. Since we were days from closing, we didn't have time to shop for a better deal. I felt held hostage and called to tell them so.

Rather than try to understand my side of the story, the exterminator became defensive. They gave me several reasons for their findings, many of which were wrong. When I pointed out their errors, they said they were irrelevant. They did agree to discount the price, but the invoice was for the original amount. Again, I was being held hostage by a closing date.

After complaining about the price, I was told that invoices were sent by another person. For one month, I kept trying to get the right person. The lady I spoke with never gave her last name and wouldn't give me any one else to talk to. Finally, they wanted my credit card information to issue me a credit. Now let's see, I've found I can't trust the company and they want my credit card info? I don't think so.

Next step for me was to write a formal complaint letter. Which was ignored. Then a week later, I filed a complaint with the BBB. This got more defensive talk, misspellings of my wife's name and incorrect statements. No attempt to understand my points. After I rejected their settlement offer (again wanting my credit card info), I now have a scheduled call to try to resolve.

My suggestion on service - try to understand your customer. If you feel you truly don't have a mistake, educate the customer. If you want to make a concession, make it easy for the customer to accept.

I'll update this after my scheduled call to resolve.

1 comment:

Thomas said...

Sounds like they've been working with rats so much that they've turned into them. I'm looking forward to hearing the resolution.