American Wireless, Inc.

On April 21st a service ticket was created for the customer for low signal at their locationA service technician was dispatched on the 21st to correct the issue According to the program we use to dispatch our service technicians the technician arrived at approximately 11:am on the 21st
and was turned away The customer stating that there were no issues The customer called the office and spoke to Luke who transferred the call to Julie at or about 2:pm on the 21st The records state that Julie updated their phone number and made notes to not come to the customers home in the morning and please call firstThe ***'s stated they would be available the week of the 24th in the afternoon and to please call first with two phone numbers listed While on the phone a new appointment was made for the 25th of April at 1:pm. A new appointment was scheduled for the 25th of April at 1:pm I confirmed this with the homeowner A technician was again dispatched Please note with our Dispatch program when a technician takes ownership of a service ticket and the time is set an email and text message is automatically sent to the homeowner notifying them of the time of the appointment The customer is also able to track our technician as they make their way to the job The location of this service call is about to minutes from the office so the homeowner would have had notification of at least a half hour before the technicians arrival Our technician arrived on the 25th and completed and closed the service callThe homeowner then called the office and spoke to Julie about the technician showing up unannounced demanding free serviceAt that time Julie apologized to the customer for the technician's arrival and that she was sorry it upset the customer and her husband We have done everything on our end to improve the procedures we utilize in performing service calls and appreciate the feed back we receive from our customers

Again AWI apologizes for the experience the customer had with the service ticket process.  It was not mentioned in the earlier response that a two month credit was issued on the 25th when the customer called in after the 2nd service call.  I have attached the invoice reflecting the two month credit.  A letter is being drafted and will be sent to the customer at the address we have on file regular mail. We hope this closes this complaint.

Complaint: [redacted]
I am rejecting this response because:I have not received an apology or any assurances that this will not happen again. I have asked for this in writing, from the owner of the company. I have not heard from him or anyone else. I fear they could show up again, anytime, unannounced. No, this has not been resolved.
Sincerely,
[redacted]