My last post was about a problem with an exterminating company. Today, that problem has (apparently) come to a resolution. I had a conference call with the company and the Better Business Bureau. The BBB representative took my call, then called the business. She thanked each of us and explained the "ground rule" (her words) and that was no interrupting the other person.
I got to speak first and explained my situation (which had been previously done in the letter). The business then explained the issues. I corrected him on a couple of matters and then bluntly asked if he understood why I was upset. It took a minute, but he said he did.
We discussed a few aspects of the inspections they had done, specifically trying to separate the inspection cost from the "insurance" aspect of a termite bond. He said there was no way to separate them. (I would have asked for a refund of the inspection).
I asked him about the reluctance to write a check and he explained that they only wrote checks 1-2x/month and then only when a PO was created. He asked if I would give my credit card number to the BBB. I explained that I was reluctant to give him the number because I still didn't trust the company and if I gave it to the BBB, they would have to give it to him to process the refund. He then offered to send a certified check for the refund.
The total refund I'll be receiving is $100. This is the "discount" that was originally discussed. Had I gotten this refund in September, it would have saved a lot of hassle.
In addition, he explained a couple of ways this could have been prevented, I'm not sure any would have worked. I could have gotten a second estimate, but I felt like I didn't have time for that. He said in his business line, companies are on call 7x24 and make emergency calls within a day. He said my realtor could have called the day of closing and he would have faxed a new estimate (which would have had to go through the lawyer, forced a redo of all the paper-work, delayed closing, etc).
The end result is the discount I originally was promised and I don't have to give my credit card info. I'm not what I would call a satisfied customer and won't give them a good reference, but then they probably don't want a reference anyway. I won't go around bashing them and haven't posted their name here.
Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts
Thursday, October 21, 2010
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.
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.
Monday, March 16, 2009
Verizon Freedom Essentials
Today I received a call from Verizon. They wanted to help me save money. Since saving money is always a good deal, I decided I'd talk to them (even though I figured they really wanted to sell me something).
So they proceeded to look at my service records and offer me the Freedom Essentials plan for only $49.99. This sounded like a good deal to me, so I asked how much I was currently paying. Turns out Mr. Victor Allen couldn't tell me that, he didn't have access to that information. All he could see was that I have a different vendor for my regional long distance and a third vendor for my out of state long distance.
True, I told him, the reason was that Verizon didn't offer a regional long distance so I used my cell phone for all long distance.
Realizing that he was quickly losing a sale, Mr. Allen asked if I had a computer. Yes, I said and he quickly offered me DSL service for only $19.99. I asked if they really had DSL service in my area, because they hadn't had it in the past. After checking, Mr. Allen was disappointed to find out that it was not an option.
So, if you're going to call me to sell me something, I have two suggestions: 1) Know what service you're giving me today and what it costs {especially if you claim to save me money} and 2) Know what services actually are available BEFORE you offer them to me.
So they proceeded to look at my service records and offer me the Freedom Essentials plan for only $49.99. This sounded like a good deal to me, so I asked how much I was currently paying. Turns out Mr. Victor Allen couldn't tell me that, he didn't have access to that information. All he could see was that I have a different vendor for my regional long distance and a third vendor for my out of state long distance.
True, I told him, the reason was that Verizon didn't offer a regional long distance so I used my cell phone for all long distance.
Realizing that he was quickly losing a sale, Mr. Allen asked if I had a computer. Yes, I said and he quickly offered me DSL service for only $19.99. I asked if they really had DSL service in my area, because they hadn't had it in the past. After checking, Mr. Allen was disappointed to find out that it was not an option.
So, if you're going to call me to sell me something, I have two suggestions: 1) Know what service you're giving me today and what it costs {especially if you claim to save me money} and 2) Know what services actually are available BEFORE you offer them to me.
Friday, November 14, 2008
Comments on comments
I have to admit, I love it when someone comments on my blog. Whether they agree with me or disagree or maybe they just love my pictures (which I don't use often). Occasionally, I'll get someone who is astroturfing* (neat sounding word, isn't it?). And I've gotten a few spam attacks. A couple of people have asked me to advertise their product (I won't do that, I do this for fun, not money).
But what amazes me is when someone finds an old post and comments on it. Yesterday, Lisa found one of my old posts and agreed with it. (see here). Sure, she posted a link to her site, so maybe she's trying to increase her site traffic. She also mentioned her husband is a Nationwide Insurance agent (the post was about that), so maybe she's trying to earn him more business. Or maybe she's hoping that when people visit her site (seen here) they will take advantage of her ministry opportunities (I've seen her site, looks like she's doing good work). Who knows why she took the time out of her day to comment.
All I know is that it makes me feel good when people comment. Thanks Lisa!
* For those who don't know, astroturfing means that someone is trying to give the impression that there is a grassroots campaign for or against something. For example, when I posted about PayDay Loans, I had some comments from people paid by the industry.
But what amazes me is when someone finds an old post and comments on it. Yesterday, Lisa found one of my old posts and agreed with it. (see here). Sure, she posted a link to her site, so maybe she's trying to increase her site traffic. She also mentioned her husband is a Nationwide Insurance agent (the post was about that), so maybe she's trying to earn him more business. Or maybe she's hoping that when people visit her site (seen here) they will take advantage of her ministry opportunities (I've seen her site, looks like she's doing good work). Who knows why she took the time out of her day to comment.
All I know is that it makes me feel good when people comment. Thanks Lisa!
* For those who don't know, astroturfing means that someone is trying to give the impression that there is a grassroots campaign for or against something. For example, when I posted about PayDay Loans, I had some comments from people paid by the industry.
Monday, November 19, 2007
Customer service - Nationwide vs State Farm
Recently, I've had a chance to do business with two different auto insurance companies and I've seen a stark contrast in their approach. I'm not saying these incidents are typical of either company, one incident per company doesn't make a trend. But just listen to (read) my experience and see what you think.
In April (on my birthday no less), my son was involved in a small accident. No one was hurt, which was a blessing. He stopped for some turning traffic in front of him and his friend, traveling behind him, didn't stop quite quick enough. A jeep rear-ends a small Mitsubishi, not a good thing. It was obvious to me that it was a total loss. He drove it home to avoid tow charges and it sat in my driveway avoiding storage charges. State Farm (the other boy's insurance) was called on Monday morning and said an adjuster would call me within four days. That means they will call, not that they will do anything. Since my son was under age, no rental car was available to him. Another savings for State Farm.
(I blogged on some of this back on May 07, see it all here).
The experience overall was horrible, State Farm did a lousy job managing my claim and when I filed a complaint with their office, they just said that these things happen.
Fast forward to this month, my mother-in-law has a wreck. At 84, any wreck is major. She was very fortunate, she broke a couple ribs (no one told us just how many) and had some internal bleeding, but after only four nights in the hospital she's home recuperating. The accident was her fault, she ran a redlight (early morning sun seems to have hidden the light). It was easy to see the car was totaled, I contacted insurance to help her. Nationwide asked me about the damage and agreed it was probably totaled (it doesn't take much any more).
Within two business days, I got a call from the adjuster. He explained he had the case and would call me the next day. He called the next day and had an offer for settlement. His offer made good sense and he even emailed me a 15 page document explaining the offer and justifying it. He found cars in the area that matched her car and showed me where they were. He also included on the first offer the "extras" that he was allowed (tax, tag & title fees) - I don't think State Farm did that until I pointed them out.
A couple days later I got another call from Nationwide asking my mother-in-law's condition and telling me that she had coverage for medical payments. This coverage is issued direct to her to cover incidental expenses. They are mailing a check along with some papers (technically, they don't have to mail the check until the papers are signed).
Nationwide has gone about their duty quickly and efficiently. State Farm seemed intent on dragging their feet each step of the way. Nationwide's first offer was clear, concise and fair. State Farm's first offer was low, with no explanation. When I objected, they raised the offer making me feel somewhat justified. I never felt either offer was fair,
Now given the customer service listed above, who would you do business with? I've paid out more in insurance than I ever will recover (hopefully). I would like to lower my premium, but customer service is more important than getting the cheapest rate, especially if the company doesn't show they will hold their end of the bargain. For now, I'm staying with Nationwide.
In April (on my birthday no less), my son was involved in a small accident. No one was hurt, which was a blessing. He stopped for some turning traffic in front of him and his friend, traveling behind him, didn't stop quite quick enough. A jeep rear-ends a small Mitsubishi, not a good thing. It was obvious to me that it was a total loss. He drove it home to avoid tow charges and it sat in my driveway avoiding storage charges. State Farm (the other boy's insurance) was called on Monday morning and said an adjuster would call me within four days. That means they will call, not that they will do anything. Since my son was under age, no rental car was available to him. Another savings for State Farm.
(I blogged on some of this back on May 07, see it all here).
The experience overall was horrible, State Farm did a lousy job managing my claim and when I filed a complaint with their office, they just said that these things happen.
Fast forward to this month, my mother-in-law has a wreck. At 84, any wreck is major. She was very fortunate, she broke a couple ribs (no one told us just how many) and had some internal bleeding, but after only four nights in the hospital she's home recuperating. The accident was her fault, she ran a redlight (early morning sun seems to have hidden the light). It was easy to see the car was totaled, I contacted insurance to help her. Nationwide asked me about the damage and agreed it was probably totaled (it doesn't take much any more).
Within two business days, I got a call from the adjuster. He explained he had the case and would call me the next day. He called the next day and had an offer for settlement. His offer made good sense and he even emailed me a 15 page document explaining the offer and justifying it. He found cars in the area that matched her car and showed me where they were. He also included on the first offer the "extras" that he was allowed (tax, tag & title fees) - I don't think State Farm did that until I pointed them out.
A couple days later I got another call from Nationwide asking my mother-in-law's condition and telling me that she had coverage for medical payments. This coverage is issued direct to her to cover incidental expenses. They are mailing a check along with some papers (technically, they don't have to mail the check until the papers are signed).
Nationwide has gone about their duty quickly and efficiently. State Farm seemed intent on dragging their feet each step of the way. Nationwide's first offer was clear, concise and fair. State Farm's first offer was low, with no explanation. When I objected, they raised the offer making me feel somewhat justified. I never felt either offer was fair,
Now given the customer service listed above, who would you do business with? I've paid out more in insurance than I ever will recover (hopefully). I would like to lower my premium, but customer service is more important than getting the cheapest rate, especially if the company doesn't show they will hold their end of the bargain. For now, I'm staying with Nationwide.
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