I am responding to the complaint from customer [redacted] ***, of which I documented detailed notesHe is absolutely correct in stating that on Saturday, October 29th our irrigation technician did oversleep and was running very late this dayOur technician contacted me by cell phone and I instructed him to reach out to customers and see if he could accommodate his appointments at a different time that dayIt is understandable that this was an inconvenience to Mr [redacted] and he wished to reschedule.I personally contacted Mr [redacted] on Monday, October 31st and rescheduled his appointment for Wednesday, November 2nd at 5pmMr [redacted] was nice and understanding at this time, and I did accommodate him as quickly as possible, keeping in mind this is a very busy time for irrigation winterizationI did schedule the appointment with the same technician, and I apologized for the inconvenience.On Wednesday, November 2nd, the irrigation technician arrived at approx5pm to winterize the systemHe worked on the system for almost an hour as Mr [redacted] did not arrive until after the 5pm rescheduled timeMr [redacted] told the technician that he needed to reschedule and he couldn't be there until after 6pm actuallyMr [redacted] asked the technician to leave as it was inconvenient timeMy technician called me from the job and I told him that if the customer asked him to leave then he should do so.Once again I called Mr [redacted] that evening (November 2nd) to rescheduleI left a voice mail which he returnedI apologized for the confusion, but told him that we had agreed on 5pm? Obviously there was confusion, but proceeded to re-schedule for the 3rd time for Monday, November 7thI told him I had a 9am morning appointment available in our technician’s schedule, and he was understanding of our hectic schedule during this busy seasonHe told me if he was not there, to just get it done.On Monday, November 7th, my technician arrived at Mr***'s residence at 9amI had instructed the technician that Mr [redacted] would not be home and had directed to just complete the winterizationMy technician was surprised when after being onsite for about minutes, the garage opened and Mr [redacted] was leaving He had not gone to the door because I had told him that the customer would not be home and just complete the job as arrangedMr [redacted] once again expressed that the job would need to be rescheduledMy technician called me once again and I called Mr [redacted] immediately and I left a voice mail which he returnedMy co-worker answered the call, and I directed her to forward to me as she was unaware of the details of the situationI was very confused about what had happenedHe seemed irritated when I told him we were trying to complete the job per his instructionsI indeed told him that due to reschedules we would need to charge a trip charge if he sends technician away againThat is when he got seemingly angry and said he did not wish to use our service any longerI indeed said that is fine, as it is his choice and quite honestly, at least hours of valuable time in a very busy schedule had been already wasted.At no time was I rude or unprofessional to Mr***Our first conversations were fine as we tried to work through what would work best for himI did apologize for the inconvenience of the initial appointment being missed due to our technician not showing up and made every effort to accommodate Mr***, and showed up for each rescheduled appointment until he sent technician awayAll appointments for irrigation winterization are set up at a certain time with each customer.To this date, I have not and do not intend to bill Mr [redacted] for any of the time spent at the property and the job was not completed by our companyHe (or the actual homeowner [redacted] ***) have not receive an invoice from our company so there are no charges to dispute for any of these appointments.Per his request, Mr [redacted] and/or the actual homeowner [redacted] (who we have usually been in contact with) will be contacted by our officePlease feel free to contact me if you require any further information.Sincerely, [redacted]
I am responding to the complaint from customer [redacted] ***, of which I documented detailed notesHe is absolutely correct in stating that on Saturday, October 29th our irrigation technician did oversleep and was running very late this dayOur technician contacted me by cell phone and I instructed him to reach out to customers and see if he could accommodate his appointments at a different time that dayIt is understandable that this was an inconvenience to Mr [redacted] and he wished to reschedule.I personally contacted Mr [redacted] on Monday, October 31st and rescheduled his appointment for Wednesday, November 2nd at 5pmMr [redacted] was nice and understanding at this time, and I did accommodate him as quickly as possible, keeping in mind this is a very busy time for irrigation winterizationI did schedule the appointment with the same technician, and I apologized for the inconvenience.On Wednesday, November 2nd, the irrigation technician arrived at approx5pm to winterize the systemHe worked on the system for almost an hour as Mr [redacted] did not arrive until after the 5pm rescheduled timeMr [redacted] told the technician that he needed to reschedule and he couldn't be there until after 6pm actuallyMr [redacted] asked the technician to leave as it was inconvenient timeMy technician called me from the job and I told him that if the customer asked him to leave then he should do so.Once again I called Mr [redacted] that evening (November 2nd) to rescheduleI left a voice mail which he returnedI apologized for the confusion, but told him that we had agreed on 5pm? Obviously there was confusion, but proceeded to re-schedule for the 3rd time for Monday, November 7thI told him I had a 9am morning appointment available in our technician’s schedule, and he was understanding of our hectic schedule during this busy seasonHe told me if he was not there, to just get it done.On Monday, November 7th, my technician arrived at Mr***'s residence at 9amI had instructed the technician that Mr [redacted] would not be home and had directed to just complete the winterizationMy technician was surprised when after being onsite for about minutes, the garage opened and Mr [redacted] was leaving He had not gone to the door because I had told him that the customer would not be home and just complete the job as arrangedMr [redacted] once again expressed that the job would need to be rescheduledMy technician called me once again and I called Mr [redacted] immediately and I left a voice mail which he returnedMy co-worker answered the call, and I directed her to forward to me as she was unaware of the details of the situationI was very confused about what had happenedHe seemed irritated when I told him we were trying to complete the job per his instructionsI indeed told him that due to reschedules we would need to charge a trip charge if he sends technician away againThat is when he got seemingly angry and said he did not wish to use our service any longerI indeed said that is fine, as it is his choice and quite honestly, at least hours of valuable time in a very busy schedule had been already wasted.At no time was I rude or unprofessional to Mr***Our first conversations were fine as we tried to work through what would work best for himI did apologize for the inconvenience of the initial appointment being missed due to our technician not showing up and made every effort to accommodate Mr***, and showed up for each rescheduled appointment until he sent technician awayAll appointments for irrigation winterization are set up at a certain time with each customer.To this date, I have not and do not intend to bill Mr [redacted] for any of the time spent at the property and the job was not completed by our companyHe (or the actual homeowner [redacted] ***) have not receive an invoice from our company so there are no charges to dispute for any of these appointments.Per his request, Mr [redacted] and/or the actual homeowner [redacted] (who we have usually been in contact with) will be contacted by our officePlease feel free to contact me if you require any further information.Sincerely, [redacted]