Environmental Systems Products

Review: We have products and a service contract with this company. The agreement is that service will be provided to the machines as needed within a reasonable turn around time, from time the service call is placed. The last service call response took 4 full weeks before anyone came to our shop to fix the issue. We kept being told that the service technician would be out within a day or so. When the technician did arrive, it was not the technician assigned to our area (which is not the problem) and we were notified that the actual tech that was supposed to respond was and had been on vacation for a week at least. We call and the customer service reps are rude. At time have hung up. We believe they may have even deleted our service requests, we have called back and are being told that they have no record of a service call. I have asked to talk to a manger 3 different times. I have yet to get a response. I have asked what their process is to file a formal grievance and have been told, "talk to the manger". In the meantime, because we are a small business, we have lost thousands of dollars because of having to turn business away.Desired Settlement: We would like a manager to call us. We would also like to know what the breakdown is in the communication between their offices and an explanation as to why they are taking one week to one month to provide a service that was promised within 72 hours.

Business

Response:

Service Manager Matt R[redacted] spoke to our Client and resolved the issue