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A&W Restaurant

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A&W Restaurant Reviews (4)

Initial Business Response /* (1000, 8, 2016/02/25) */
On February 25th, 2016, I phoned the quest that filed the complaintWe both discussed our issues and came up with a resolution we both agreed on

On 2/20/2017 at 10:56 AM, [redacted] called in to [redacted] Control. [redacted] (CSR) answered the phone call. Ms. [redacted] informed [redacted] that she was upset about the amount of time that was spent at her mother’s home the day prior. [redacted] transferred the call to [redacted], [redacted] Branch Manager....

Ms. [redacted] stated that her sister, [redacted], was at their mom's home when the “exterminator” from [redacted] Control came and was only there for 10-15 minutes. Ms. [redacted] did not feel that it was enough time to complete the rodent service she had ordered. After checking the GPS report as well as the service report the manager informed her that not only would we send the technician back out to complete the service to her peace of mind and satisfaction, but we would also provide a warranty that would guarantee the rodent control for 30 days after the service was performed. This is our standard procedure and offer for this particular service. This did not satisfy her. The manager then suggested that we could adjust her bill to reflect time and materials rather than the overall service with no warranty if that would work better for her. The price agreed upon and settled by both parties was $80. The issue then was that the technician had already collected a check for the full price initially quoted. The manager set up a time with [redacted] to exchange the check which was written out for the original amount for a new check at the lower rate. The time was set at 2 pm that afternoon. At 2:30 PM [redacted] called to inquire why the technician didn’t stop by. [redacted] answered the phone. The Manager pulled the GPS report and called the technician who stated that he was in front of the house. At 4 pm [redacted] called again, but this time she was understandably agitated. She informed the office that the technician did not swap the checks. The Manager called the technician and found out that although he did go to the house, nobody answered the door. The Manager suggested that a new time would be set to swap out the checks. [redacted] was really angry at this point. She stated that she wouldn’t want to have to keep calling every [redacted] five minutes. She was being verbally abusive and talking in circles without leaving a space in between words. The Manager discontinued the conversation abruptly by hanging up the phone. Half an hour later The Manager called [redacted] back. She did not answer the phone so he left a message saying “please give us a call back so that we could work out a solution for the check issue with a civil conversation.” On 2/21/2017 at around 9 am [redacted] called the [redacted] office. She demanded that the check which was in the possession of the technician be mailed to her. Once she received that check she would mail in the other check. The Manager stated that we would be more than happy to send her a refund check for the difference, or would hold on to the check and return it once the new check came in, or would send her the check and wait for a new one if she would like to give a credit card number and permission. She became irate and stated that she was going to go through alternative channels and hung up the phone. The staff at [redacted] feels they've done everything they could to appease this customer and yet could not reach that point. Our services are priced specifically based on our staff's time, equipment used, etc. We fully back our work 100% and stand by our guarantees.

[redacted] Control stands by its guarantee for complete customer satisfaction. The intention is to make amends in order to achieve this. Company policies needed to be reviewed and discussed regarding the refund of this customer's payment. Services were rendered and approved with signature at a full amount. Materials were used. Fee was reduced in order to appease the customer. Policy is normally to provide a makeup service to fulfill quality. This offer was rejected. Policy in situations like these is normally  to deposit the payment, then send a refund check via postal mail. Customer is still unhappy. Now, our final offer in this matter is that we return payment to customer with promise to pay a new invoice for the adjusted agreed upon fee within 30 days. If payment is not received within 30 days of the invoice date, we have no choice but to turn this account over to a third party collection agency for the full amount that was originally signed for. Again, our intentions have been nothing but to please this customer and we have exhausted over-extended offers. Sincerely,[redacted] Control

I was ordering via the drive up, through an intercom, and the woman taking my order was very rude and kept taking her finger off of the intercom button part way through her sentences. When I could not understand her, she became very irritated and verbally abrasive to me. She would also keep interrupting me and rushing through our order before I could finish what I was trying to tell her.When a waitress came to give us our order, I asked her if she had taken my order. She told me it was not her and instructed me on how to provide a tip with my payment. After we got home and opened the bag, all of the food was undercooked and inedible.I went on to the A&W website and filed a complaint asking for my money back. When I finished, a message said I would be contacted by the restaurant in order to resolve any issues. This was nearly two weeks ago and I have not heard from anyone. Because of this, I am filing a complaint with the of Wisconsin.

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Address: 20443 Tall Timber Rd, Green Bay, Illinois, United States, 62088


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