Colorado Appliance, Inc.

Initial Business Response /* (1000, 5, 2015/04/16) */
We are one of several local Service Partners contracted with Homesmart by Xcel EnergyWe received a service order request from Homesmart for this customer on Friday April 3, When the secretary scheduled with the customer he requested an
afternoon appointmentIt was explained to him that we do not set appointment times and the routes are put together each morning by the technician and he would call by 9:00am the day of service with a hour time slotThe secretary also said she could request a PM and the technician would do what they could to accommodate that request but if that doesn't work out they would need to rescheduleThe customer was scheduled for Monday April 6,The technician was unable to accommodate the PM request and the customer was given a time slot of 10:00-12:The technician notified the secretary that the time slot did not work for the customer and to rescheduleThe secretary contacted the customer to rescheduleThe customer was upset and said he was given a PM appointmentThe secretary explained to him that she was the person that he spoke with on Friday and that she did not guarantee a PM time but that she would request itThe customer then proceeded to tell her that he was also told by the dispatcher at Homesmart that he could have a PM appointmentThe secretary explained to him that Homesmart does not have the ability to schedule appointment times for us and that he was welcome to call Homesmart to see if another Service Partner would be able to go out in the afternoonThe customer said he had already contacted Homesmart and that he hung up on them because no one was willing to help himHe then asked to speak to the manager hereI then took over the call with him and acknowledged that I was informed of the situation by the secretaryHe explained that he had scheduled his day around this and that it needed to be this afternoonI informed him that it wouldn't work out for the afternoon and I would be happy to reschedule for another dayThe customer said he could not believe that I was not going to accommodate himHe asked me my name and my title then hung upI immediately contacted Homesmart and let them know that this customer had requested a PM time slot and that the 10:00-12:time slot with us was not going to work for himDispatch for Homesmart said they would put it in the notes and get back with meHomesmart then called me back at 8:am and said that they had also spoken with the customer and was able to dispatch the call to another Service PartnerI contacted Homesmart back that same day at 2:pm to get the status of the callHomesmart informed me that the call had been scheduled and the repair completed by another Service PartnerI regret that we were unable to service the customer during the time that he wanted but I did contact Homesmart so that they could try to get service for him that afternoonThe customer was serviced that afternoon as he had originally planned for in his schedule