Action Truck & Trailer

Initial Business Response /* (1000, 5, 2016/06/02) */
I have been in business for 14 years. Until this point, we have not had any complaints. Do to issues in the past. Our policies for deliveries of aggregate materials is as follows. We make arrangements for the homeowner to be there and make...

payment on delivery. If the owner cannot be there, we ask that they leave a check, and let us know where it will be. Our driver then gets the check in hand before dumping. If the check is not where it should be, he calls the office before he leaves.
Our driver did just so. He called me personally. He told me he had looked and could not find it on the front door as the ticket had said for the location of the check. He also mentioned that he had talked to a neighbor lady in the trailer to the west, next door, which did not know also. I then called the office to let my secretary know that there was no payment left. She at that time, called the homeowner at her work number. She was told that the customer was not in.
When the customer called a couple hours later, we told her we would be glad to make a second trip to deliver, but there will be a second delivery charge of $30.00. My secretary then called me and told me the customer was refusing to pay the $30.00, and ask me what to do? I told her that it is our policy and we would not deliver again without the delivery fee. Our secretary then called the customer back and got there voice mail. She left a message telling the customer, that we would not be delivering the sand to her without the delivery fee, and she understands if she would like to get it elsewhere, she understands. Approximately 1 hour later the customer called back. She then was very rude at our secretary and demanding speak with the driver and the supervisor. The driver happened to be in the shop at that time, so our secretary then ask our driver to speak with her. She was very rude to the driver. The driver then refused to speak with her and handed the phone back to our secretary. The customer then told our secretary that she was not going to pay because our driver "f----- up!" her words. She then demanded to speak with me (the owner) and gave my secretary her phone number again. Two hours later she called again. She was yelling and rude, and my secretary hung up. When I had herd of all of this an hour later, I told my secretary we do not work with rude people and to not bother to answer that customers calls anymore.