Griffith Lumber Company

Ms*** became a customer of our company in March She was very pleased with Roy's service and even gave him a large tip on her first callShe requested our service again in May and again gave Roy a tip
Each time we have worked for Ms*** we have given her our senior discount of
5%When she called Oct 15th to have her seasonal changeover done we were happy to put her on the schedule and give her service
We have received the complaint from Ms***I don't understand why she is so upsetWhen she called to request her seasonal changeover we discussed her issues at lengthShe did not ask to have a cover put on her coolerShe was originally scheduled for Monday October 19, It was storming and very windy that dayWe do not allow our Techs to go up ladders when the weather is like thatI called her and asked to re-schedule her jobShe said she would be available on Oct 23,between 1-
On Friday Oct Roy went to Ms***'s home and did the season changeoverRoy put a slide damper in the duct at the swamp cooler.( When the duct system has a slide damper we don't usually put a cooler cover on the swamp cooler as wellThe slide damper serves as a barrier to the weather and allows the cabinet of the cooler to dry out and keep it from rusting as bad over time.) Roy serviced the furnace and shut down the cooler as he normally does for each customer
Ms*** called our office about an hour after Roy had been thereMs *** said she had the cooler cover out at the front of the garage and that she forgot to say something to Roy about itShe also, said "she thought he should have seen it laying there and put it on the cooler." I explained to her that when the service men go to work at a customers house they don't look around or look thru customers thingsI explained to her that she needed to ask Roy to put the cover on cooler and not expect him to just knowThis was the first time we did the seasonal changeover for the winterI told her I would send him back out on Monday the 26th October between 3-5pm to put the cover on the cooler
We charged Ms*** for an additional 1/hour of time for Roy to return and put the cover onIt would have taken that amount of time to put it on the first timeWe don't consider this an absurd chargeMs ***'s residence is on the other side of Albuquerque from our officeIt took Roy an hours time to take care of the problem
Ms*** did call our office times about her bill on November Each time she called I was unable to answer her callI was very surprised to when I retrieved her voicemailI don't appreciate being cussed at and chewed out when a customer has a complaintI would like to be treated with respectI called her back and got her voicemailI left her a message to please give me a call back to discuss her account
When Ms*** called back she said: there is nothing to discuss.You will remove this charge from my account and hung up on me
I was not given a chance to discuss it with her
As a courtesy I have removed the charge from Ms***'s accountAt this time she has a zero balanceI called and received her voicemail again today and let her know this charge from her account
This is all of the information I have at this time
Thank You
April *** H***

Ms*** became a customer of our company in March She was very pleased with Roy's service and even gave him a large tip on her first callShe requested our service again in May and again gave Roy a tip
Each time we have worked for Ms*** we have given her our senior discount of
5%When she called Oct 15th to have her seasonal changeover done we were happy to put her on the schedule and give her service
We have received the complaint from Ms***I don't understand why she is so upsetWhen she called to request her seasonal changeover we discussed her issues at lengthShe did not ask to have a cover put on her coolerShe was originally scheduled for Monday October 19, It was storming and very windy that dayWe do not allow our Techs to go up ladders when the weather is like thatI called her and asked to re-schedule her jobShe said she would be available on Oct 23,between 1-
On Friday Oct Roy went to Ms***'s home and did the season changeoverRoy put a slide damper in the duct at the swamp cooler.( When the duct system has a slide damper we don't usually put a cooler cover on the swamp cooler as wellThe slide damper serves as a barrier to the weather and allows the cabinet of the cooler to dry out and keep it from rusting as bad over time.) Roy serviced the furnace and shut down the cooler as he normally does for each customer
Ms*** called our office about an hour after Roy had been thereMs *** said she had the cooler cover out at the front of the garage and that she forgot to say something to Roy about itShe also, said "she thought he should have seen it laying there and put it on the cooler." I explained to her that when the service men go to work at a customers house they don't look around or look thru customers thingsI explained to her that she needed to ask Roy to put the cover on cooler and not expect him to just knowThis was the first time we did the seasonal changeover for the winterI told her I would send him back out on Monday the 26th October between 3-5pm to put the cover on the cooler
We charged Ms*** for an additional 1/hour of time for Roy to return and put the cover onIt would have taken that amount of time to put it on the first timeWe don't consider this an absurd chargeMs ***'s residence is on the other side of Albuquerque from our officeIt took Roy an hours time to take care of the problem
Ms*** did call our office times about her bill on November Each time she called I was unable to answer her callI was very surprised to when I retrieved her voicemailI don't appreciate being cussed at and chewed out when a customer has a complaintI would like to be treated with respectI called her back and got her voicemailI left her a message to please give me a call back to discuss her account
When Ms*** called back she said: there is nothing to discuss.You will remove this charge from my account and hung up on me
I was not given a chance to discuss it with her
As a courtesy I have removed the charge from Ms***'s accountAt this time she has a zero balanceI called and received her voicemail again today and let her know this charge from her account
This is all of the information I have at this time
Thank You
April *** H***