As it pertains to maintenance changes/requests, company policy is to make all requests through the office so proper notes and follcan take placeSpeaking directly to our crew is never an effective or recommended avenue of trouble-shootingThe crew indicated to the Office Manager that the customer yelled at them & told them to leave at one pointAlso, even though they can get in trouble for this, they indicated that they stayed and tried to accommodate as many of her requests as possible before having to move on with the rest of their scheduleNormally, a supervisor is scheduled to meet with the customer to address any issues, concerns, needs, or escalations the customer hasThe crew is not expected, nor are they equipped to deal with these sorts of situations***, referred to above, is the Office ManagerThere are also two Office Assistants whose responsibilities include answering the phone, checking the voice mail and returning phone calls (in addition to other responsibilities)They field all of the calls that come to the office for the company, and are the first line of communication to any customer who calls inThey also handle the majority of situations all the way through, and only pass on special requests, escalations, or extenuating circumstances to a supervisor, as this is the biggest part of their jobOur company policy is that the Office Manager returns calls directed toward her by the end of the business day receivedThe customer is correct in stating that our voicemail indicates, all messages left before 4pm, will be returned on the same business dayThis is an office-wide policy, it does not apply directly to the Office Manager or President of the company, as we have multiple employees & employees whose job it is to answer & return phone callsPlease note that this particular customer called times in a 4-hour period, and all within the same business dayShe left voicemails, sent emails/web form, and filed a Revdex.com complaint all within this time period as wellOf those calls made, were answered at the time of call and she got return phone calls for her voicemails leftOn the day in reference, some of the office emails were down, including ***'s (Office Manager), and the IT department had been working on themGetting a return phone call/email within the same business day is not unreasonable, and again, is our company policyThis policy was followed very thoroughly, and this customer got a lot of attention throughout the course of these calls and emailsThe Office Manager, ***, returned the call the same day- around 3:40pm-4pmAlso, at the time of this call, the situation with this customer was resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This is the update the Revdex.com on the resolution of my dispute with Keller LandscapingThey agreed to release me from the contract with no further chargesI received a paid-in-full receipt from them as well Regards, [redacted]
As it pertains to maintenance changes/requests, company policy is to make all requests through the office so proper notes and follcan take placeSpeaking directly to our crew is never an effective or recommended avenue of trouble-shootingThe crew indicated to the Office Manager that the customer yelled at them & told them to leave at one pointAlso, even though they can get in trouble for this, they indicated that they stayed and tried to accommodate as many of her requests as possible before having to move on with the rest of their scheduleNormally, a supervisor is scheduled to meet with the customer to address any issues, concerns, needs, or escalations the customer hasThe crew is not expected, nor are they equipped to deal with these sorts of situations***, referred to above, is the Office ManagerThere are also two Office Assistants whose responsibilities include answering the phone, checking the voice mail and returning phone calls (in addition to other responsibilities)They field all of the calls that come to the office for the company, and are the first line of communication to any customer who calls inThey also handle the majority of situations all the way through, and only pass on special requests, escalations, or extenuating circumstances to a supervisor, as this is the biggest part of their jobOur company policy is that the Office Manager returns calls directed toward her by the end of the business day receivedThe customer is correct in stating that our voicemail indicates, all messages left before 4pm, will be returned on the same business dayThis is an office-wide policy, it does not apply directly to the Office Manager or President of the company, as we have multiple employees & employees whose job it is to answer & return phone callsPlease note that this particular customer called times in a 4-hour period, and all within the same business dayShe left voicemails, sent emails/web form, and filed a Revdex.com complaint all within this time period as wellOf those calls made, were answered at the time of call and she got return phone calls for her voicemails leftOn the day in reference, some of the office emails were down, including ***'s (Office Manager), and the IT department had been working on themGetting a return phone call/email within the same business day is not unreasonable, and again, is our company policyThis policy was followed very thoroughly, and this customer got a lot of attention throughout the course of these calls and emailsThe Office Manager, ***, returned the call the same day- around 3:40pm-4pmAlso, at the time of this call, the situation with this customer was resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This is the update the Revdex.com on the resolution of my dispute with Keller LandscapingThey agreed to release me from the contract with no further chargesI received a paid-in-full receipt from them as well Regards, [redacted]