Alton Road Chevron

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Her accusations are false She was the lady who hung the phone up Who interrupted me, and who would not talk to anyone because she "had training and did not have time to address complaints!" She is the root of the whole problem They still have not sent anyone by to pick up nails and roofing materials out of the yard
Regards,
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From: RE Repair <[email protected]> Sent: Saturday, February 18, 2017 12:42 PM To: info Subject: Complaint #[redacted]   Good morning, I’m sorry to hear this lady was so upset as to file a complaint about us. To begin with, the tenant of this property is not our customer, but rather the...

tenant of a property owned by our customer. In response to the statement of the problem: Gary in fact had called ahead the day before the roof of the property was to be replaced, as customary, in order to let the tenant know that the roofers would be at the property early in the morning to begin tearing off the roof.  He also explained that a trailer would be set in the driveway by the roofers in order to catch the shingles as they were removed from the roof.  He advised her that if she kept a vehicle in the garage that she should remove it prior to the arrival of the roofers so that she could use it and not be stuck in the garage.  For whatever reason, the tenant refused to do this & insisted that the tailer be positioned in such a way that she would be able to remove her SUV from the 2 car garage when she pleased.  While this is not standard practice for us because of the size of the trailer, we did our best to accommodate her request. When the roofers arrived at the property and rang the doorbell, the tenant immediately began causing conflict with the workers.  Then she called me.  She began our telephone conversation in an elevated tone of voice, and by telling me proudly how she had just "ripped that roofer a new one.” She was speaking of my roofing crew members who were assigned to work on her house. I was answering the phone as Gary was attending a family funeral that day. I was in a position to take quick calls, but I was not in a position at that time to deal with complaints. I tried several times to get the lady to stop yelling at me, but she kept interrupting me and getting louder. I was in the middle of a class of students when her call came in, and tried to set up a time when we could both talk rationally and without her yelling at me. She refused to allow me to do this, refused to allow me to help solve the problem, and was very angry. Finally, as I could see that she was not going to try to work out a solution to her problem, and I could not get a word in edgewise, I hung up on her. She called me back again later, again in an elevated tone of voice, in order to berate me on my customer service skills. Again, she was not trying to solve a problem. I would have been happy to figure something out with her, but my options were limited.  Our customer hires us to make sure that their assets and tenants are taken care of properly, and assigned our company to replace the roof of the house she was living in. I apologized to her on the phone in our first conversation that one of my guys had knocked on her door and woken her. Other than that inconvenience, I fail to see what she had grounds for a complaint about. Her tone was at best controlling, at worst abusive. I used not a single word of George Carlin’s seven prohibited words in either conversation, and sincerely doubt that even in the emotional heat of the moment that I used the word ‘[redacted]. I do not ever call customers or tenants by names other than Ma’am, madam, sir, or their own. Ever. It’s not good business. Her desired settlement is no further contact with our business. I’m sorry, but that is not really an option.  If our customer, her landlord, asks us to maintain their assets for the health and safety of their tenants, that is what we are going to do. I again apologize that she was mistakenly awakened by our crew member. Thanks, Elizabeth B[redacted] R E Repair & Remodel LLC