Allstate Insurance - Mike Gentilini Agency

This is a misunderstanding which could haveand should have been handled differentlyI have never spoken with Ms [redacted] Since the complaint is open ended and without a proposed resolution I'm at a bit of a loss on how to proceedHad Ms [redacted] spoken with me I would have gladly offered to make the situation rightand at her convenience I identify with her frustration since both of us have operated without having all of the factsAs an explanation only, routing and scheduling directed first the scheduler to the wrong location, then the technicians to the wrong location They were mistakenly sent to [redacted] , instead of [redacted] those places are separated by miles When the mistake was discovered it was too late to rectify it It was an unfortunate error that should not have happened at all, and for that I apologize However it was an error, and to characterize it instead as some sort of "job shopping" is unfair and unfounded We have tightened up our scheduling and communications to ensure that this kind of mistake doesn't happen again I would ask that people who feel that they have a legitimate complaint follow the recommended order of resolution and contact the owner of a company first [redacted] Black Goose

This is a misunderstanding which could have. and should have been handled differently. I have never spoken with Ms. [redacted]. Since the complaint is open ended and without a proposed resolution I'm at a bit of a loss on how to proceed. Had Ms [redacted] spoken with me I would have gladly offered to...

make the situation right... and at her convenience.  I identify with her frustration since both of us have operated without having all of the facts. As an explanation only,  routing and scheduling directed first the scheduler to the wrong location, then the technicians to the wrong location.  They were mistakenly sent to [redacted], instead of [redacted]. those places are separated by 60 miles.  When the mistake was discovered it was too late to rectify it.  It was an unfortunate error that should not have happened at all, and for that I apologize.  However it was an error, and to characterize it instead as some sort of "job shopping"  is unfair and unfounded.  We have tightened up our scheduling and communications to ensure that this kind of mistake doesn't happen again.  I would ask that people who feel that they have a legitimate complaint follow the recommended order of resolution and contact the owner of a company first. [redacted]Black Goose

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]