Full Out Tumble and Cheer

The following is the email we sent to Ms*** after her missed appointmentWe understand the frustration she has with our policies regarding sending personnel to residences without making contact, however for the safety of our clients and employees, this is our practice. Email to Ms
*** regarding missed appointment:”We Missed You!Here at Mister Sparky we understand that LIFE HAPPENS and sometimes things come up that cannot be avoidedWe are writing to advise of a missed appointment scheduled with you today, Friday November 10th from 11AM-2PMAfter failed attempts at reaching you in regards to your scheduled service visit, we have had to cancel out your appointmentWe apologize for any inconvenience that this may have caused however it is our policy to establish contact with the homeowner before we can dispatch a service technician to a place of residenceWe pride ourselves on being the only company in San Antonio to offer our customers ON-TIME service or the repair is FREE! In order to continue to offer this peace of mind to our customers, we rely on organized scheduling of our service calls and establishing contact with our clients before sending our techniciansIf you have any questions or would like to reschedule to another date, please contact our office at your earliest convenience.” After this email was sent, she proceeded to call our officeWe were never allowed to remedy the situation as Ms*** was extremely aggressive and would not even allow our manager to speak during the phone call before screaming profanities and hanging upThe calls are recorded and we’ll be more than happy to send over the transcripts if needed. Below you will find a detailed description of the interaction we had with Ms*** from initial booking of her service, to the moment she requested information to file formal complaintsWe are a national franchise who prides ourselves in our A+ Revdex.com rating due to our exceptional business practicesAnother reason many clients choose to do business with us is because of our large network and the customer service support we offerNo matter what, the customer will always come first and be protectedSee below transcript of email we sent to Ms.*** and yes we copied our customer service reps from corporate so that they would be aware of this matter that Ms*** continues to escalate “Ms***, please see contact information below for the Revdex.comMister Sparky is proud to be partnered with Direct Energy who is North America's largest provider of power and home services. Copied on this email as well is our customer relations consultant from Direct Energy, *** *** *** *** ***, who is a Franchise Operations Coordinator for Direct EnergyYou may address your concerns to them as well if you feel the need to do so or haven't already. Revdex.com###-###-####Good Afternoon *** *** ***,Copied in this email is is Ms*** ***, she is extremely dissatisfied with our business practices and that we could not be of service of her today, November 10, Ms*** scheduled an appointment with us via the contact form on our website on Tuesday November, 7, at around 1:30PM and expressed that she needed an electrician to visit her home to address a plug that needed to be updated and an outside light wired upOur dispatcher Melinda responded to Ms*** request and asked that she contact our office to confirm the appointmentMs*** proceeded to do so, and our call taker *** proceeded to confirm the appointment with Ms*** and that the information we was received from the contact form on our website was accurateAs per our strict training guidelines and call taking practices, *** proceeded to follow the standard call-talking script and tell Ms*** about our business and what to expect on her service visitMs*** then proceeded to be very aggressive with *** over the phone, and stated that she works nights, she will be home, and will not answer the phone*** attempted to tell Ms*** that it is our policy to contact homeowners before dispatching a technician and before *** could finish, Ms*** hung up the phone.Despite of the interaction *** had with Ms***, we followed our values in customer service and scheduled the customer for Friday, November 10, as requestedWe understand that everyone has bad days and assumed Ms.*** had another reason to be to aggressive and upset in nature. On Thursday 11/09/2017, our call-taker *** contacted Ms*** via telephone to confirm the appointment for 11/10/from 11AM-2PMBefore *** could get a word in, Ms*** hung up on the call as she had previously done with *** on 11/07/Again, we value our customers and their needs, so we proceeded to maintain the appointment and would make another attempt to reach Ms*** before her scheduled visit on the day of.Today, Friday 11/10/2017, *** again attempted to reach Ms*** to let her know that we had a technician ready to dispatch to the homeIn accordance with our policies and training guidelines, *** made attempts to reach Ms*** beginning at 11:02am, again at 11:15am and finally at 11:35amPer our policy, we cancelled out the call at this time due to no contact with the customer and proceeded to follow up with our standard email that is sent out when appointments are not met due to no confirmation/no answer/no responseThe email that was sent to Ms*** can be read in this email thread. Ms*** contacted us via phone shortly after receiving the email of cancellation and requested to speak with a manager*** escalated the call to myself and I attempted to speak with Ms***As mentioned before, she was very aggressive in nature while expressing her distaste in our business practices and believes that we do not value our customersI was unsuccessful in being able to reassure Ms*** or resolve the matter in that we have nothing but respect for our customers as she would not allow me to speak and then proceeded to disconnect the phone call as she had done before with *** and ***. All of our phone calls with Ms*** have been recorded, and detail the above information. At this time Ms*** has continued to harass us and is requesting information for the Revdex.com and all necessary agencies to file formal complaints in regards to the services that she did not receive from usWe wish to no longer have contact with Ms*** as she is not willing to allow us to respond to her whatsoever, yet continues to harass us and be very aggressive by now emailing us "threats on our business"Her response to our cancellation email can also be read below and I'm scaling this issue up the ladder as she has so eloquently requested.Please contact us directly if any further information is needed in regards to this matter“

On June 24th [redacted] came in to purchase a 2014 PreOwned [redacted]. Mr. [redacted] provided us with check stubs which were required by Lender. The lender then sent back the loan because GAP insurance was not allowed to be sold on contract so we cancelled the 800 GAP Insurance. Mr. [redacted] failed to tell...

Lender or Dealer that he quit his job and while loan was in funding the bank called to verify employment. Mr. [redacted] then informed us that he started a new job last week and ultimately voided contract. We sent trade in to auction after paying his lien off. Mr. [redacted] did call me at 8:45 pm on 7/24 on my cell phone but I did not curse. I explained that the bank will not fund the deal because he quit his job and I did ask him to not call my cell after business hours. My wife was in the ER and I had her on my mind. We have only been professional with Mr. [redacted] and tried our best to help him. We offered to write a check for all money due to him. We have not been successful finding a bank willing to loan him money on a truck. They all require a check stub and verified employment. Regards,David [redacted]Turner [redacted]