Kokomo Pool Care

As the owner of Kokomo Pool Care, I am very proud of our standing success with no complaints to the Revdex.comIt saddens me to see the dissatisfaction from this previous customer, which is why I reached out to him by phone (3/14/17) and email (3/15/17) for discussionI shared my desire to resolve his
concerns away from the Revdex.com formatHe did email me back on 3/16/sharing a move to another service, not being satisfied with our company's performance, the inappropriate attitude of my tech on 3/13/2017, and requesting no billing for the prior week serviceI responded with an apology for not meeting his expectations, and my dissatisfaction with the employeeI shared we would not be billing him for any services in March, and requested again the chance to resolve his concernsI have not heard back from him as of todayOn Friday 3/10/the customer called after hours on our personal cell numbers to address his pool service I called back having to leave a message stating I was out of town, and we would be by on Monday He had shared his dissatisfaction in voice mail to me, and stated if we could not offer the level of service he needed that he would seek elsewhere I assured him we could take care of his needs I contacted the technician, who told me of the customer calling him upsetHe did attempt to talk to the customer Unfortunately the customer was upset stating I will call the owner, and hung up The Customer texted me that weekend on Sunday asking for when I would be at his location on Monday Sunday is not a work day for Kokomo Pool Service Monday brought multiple calls to my personal phone by 8:am, but I was out of town that day I had contacted the Service Manager to assist in dealing with the Customer’s concerns first thing Monday My understanding is that the Customer texted the Technician several times that morning as well My Service Manager went to the customer’s house on 3/10/17, and was joined by the pool technician a few minutes later The Service Manager agreed with the Customer that the pool did not look up to our expectations, and he understood why he was upset The Customer stated he did not want to be charged for last week’s visit, and the Service Manager said that is not a problem As the pool technician joined the location his behavior was deemed inappropriate by The Customer, who greeted the Technician His supervisor was upset for him not returning a courtesy greeting and acknowledgment to the customer (This was immediately dealt with by the Supervisor away from the Customer’s premises.) The Customer did ask for them to leave, which they did immediatelyThe Customer followed the Service Manager to his vehicle, and stopped him to re-enforce his displeasure The Service Manager again agreed with the Customer, and assured him that no charges would be issued for the last cleaning in question He apologized profusely for the behavior of the employee We as management probably should have realized the nature of the technician’s attitude Our opinion is his Grandfather’s funeral on the 8th was still bearing deeply on his heart While not an excuse for rudeness, it is a part of managing his performance that week Again I am sad that I could not resolve the differences with the Customer direct After that event on Monday 3/10/he contacted the Revdex.com with the complaint In this complaint the Customer stated he was disappointed in the work of Kokomo, and then again in the email back to me on the 3/he expressed that concern was from the beginning The Customer has never called me expressing discontent with Kokomo’s service Again the first time I saw it was in the Revdex.com complaint The Customer asked to not be billed for the prior week visit I agree to that and to not charge him for March’s visits at all This I shared with him by email In light of his dissatisfaction for our efforts during the four visits made in February - I will credit the Customer an additional percent of his February charges as a goodwill gesture No one wanted this situation to occur Our desire is to be recognized as a company that always puts the customer first *** *** ** Owner