[redacted] ’s Plumbing Service, Inc. 1063 3rd Avenue Chula Vista, Ca 91911 619-427-0220 Fax # 619-427-0227 [redacted] [email protected] TO [redacted] ***/RevDex.comDATE: 11/28/14REGARDING : [redacted] COMPLAINT # [redacted] THE CUSTOMER CALLED REQUESTING SERVICE FOR A “BAD... ODOR” AT A TENANTS HOME. UNFORTUNATELY OUR COMPUTER WAS DOWN AND OUR DISPATCHER ASSUMED DURING THE CONVERSATION THAT SHE WAS AN EXISTING CUSTOMER AND KNEW OUR RATES, WHICH ARE $99/HR AND A $20 TRUCK FEE.. WE DO NOT SEND OUT A PLUMBER TO “DIAGNOSE” .THAT IS A SERVICE CALL. AFTER A SHORT WHILE , IT WAS EVIDENT THE CUSTOMER WAS UNHAPPY WITH THE PERCEIVED MISCOMMUNICATION BETWEEN HERSELF AND OUR DISPATCHER. AT THAT TIME OUR DISPATCHER SUGGESTED, SINCE NO WORK WAS COMPLETED EXCEPT DRIVING OUT TO THE RESIDENCE, WHICH SHE WAS CHARGED .5/HR LABOR $45, SHE WAS FREE TO CALL SOMEONE ELSE. THE CUSTOMER VERIFIED SHE WOULD STILL LIKE THE WORK DONE. SHE SCHEDULED NOV 11, IN THE A.M. AND OUR DISPATCHER WAS TOLD BY THE HUSBAND THAT THE TENANT WOULD BE HOME DURING THE DAY. AS THINGS GO IN THE PLUMBING BUSINESS, ON THE 11TH AN EMERGENCY MAIN LINE STOPPAGE CAME UP AND THE OWNER REROUTED THE PLUMBER FIRST THING IN THE MORNING TO COMPLETE THE EMERGENCY JOB. OUR DISPATCHER DID NOT CALL THE ORIGINAL CUSTOMER BECAUSE WE THOUGHT THE TENANT WOULD BE THERE ALL DAY PER HER HUSBAND SO, NO-ONE WOULD BE PUT OUT. THAT WAS THE SECOND MISCOMMUNICATION. OUR PLUMBER DID GET TO THE JOB ON THE 11TH AT 12:35 , COMPLETED THE WORK, SEE WORK ORDER # [redacted] (ATTACHED). THE CUSTOMERS HUSBAND GAVE US A CREDIT CARD . IN THE 3 YEARS OUR DISPATCHER HAS BEEN WITH US , THERE MAY HAVE BEEN 4 TO 5 COMPLAINTS ABOUT SCHEDULING.. CONSIDERING SHE SCHEDULES ANYWHERE FROM 10 TO 15 CALL PER DAY 6 DAYS A WEEK , I FEEL THE ODDS ARE IN OUR FAVOR. I AM SORRY THIS CUSTOMER WAS UNHAPPY AND REGRET THAT. WHAT WE LEARNED, UNDER ALL CIRCUMSTANCES, COMPUTER UP OR DOWN, NEVER ASSUME ANYTHING OUR CUSTOM IS TO INFORM THE CUSTOMER OF ALL CHARGES AT FIRST CONACT. Sincerely, [redacted]
***’s Plumbing Service, Inc3rd Avenue Chula Vista, Ca 619-427-Fax # 619-427-***[email protected] TO *** ***/Revdex.comDATE: 11/28/14REGARDING : *** *** COMPLAINT #***THE CUSTOMER CALLED REQUESTING SERVICE FOR A “BAD
ODOR” AT A TENANTS HOMEUNFORTUNATELY OUR COMPUTER WAS DOWN AND OUR DISPATCHER ASSUMED DURING THE CONVERSATION THAT SHE WAS AN EXISTING CUSTOMER AND KNEW OUR RATES, WHICH ARE $99/HR AND A $TRUCK FEEWE DO NOT SEND OUT A PLUMBER TO “DIAGNOSE”….THAT IS A SERVICE CALL. AFTER A SHORT WHILE , IT WAS EVIDENT THE CUSTOMER WAS UNHAPPY WITH THE PERCEIVED MISCOMMUNICATION BETWEEN HERSELF AND OUR DISPATCHERAT THAT TIME OUR DISPATCHER SUGGESTED, SINCE NO WORK WAS COMPLETED EXCEPT DRIVING OUT TO THE RESIDENCE, WHICH SHE WAS CHARGED .5/HR LABOR $45, SHE WAS FREE TO CALL SOMEONE ELSETHE CUSTOMER VERIFIED SHE WOULD STILL LIKE THE WORK DONE. SHE SCHEDULED NOV 11, IN THE A.MAND OUR DISPATCHER WAS TOLD BY THE HUSBAND THAT THE TENANT WOULD BE HOME DURING THE DAY. AS THINGS GO IN THE PLUMBING BUSINESS, ON THE 11TH AN EMERGENCY MAIN LINE STOPPAGE CAME UP AND THE OWNER REROUTED THE PLUMBER FIRST THING IN THE MORNING TO COMPLETE THE EMERGENCY JOBOUR DISPATCHER DID NOT CALL THE ORIGINAL CUSTOMER BECAUSE WE THOUGHT THE TENANT WOULD BE THERE ALL DAY PER HER HUSBAND SO, NO-ONE WOULD BE PUT OUTTHAT WAS THE SECOND MISCOMMUNICATION. OUR PLUMBER DID GET TO THE JOB ON THE 11TH AT 12:, COMPLETED THE WORK, SEE WORK ORDER #*** (ATTACHED)THE CUSTOMERS HUSBAND GAVE US A CREDIT CARD . IN THE YEARS OUR DISPATCHER HAS BEEN WITH US , THERE MAY HAVE BEEN TO COMPLAINTS ABOUT SCHEDULINGCONSIDERING SHE SCHEDULES ANYWHERE FROM TO CALL PER DAY DAYS A WEEK , I FEEL THE ODDS ARE IN OUR FAVOR. I AM SORRY THIS CUSTOMER WAS UNHAPPY AND REGRET THAT. WHAT WE LEARNED, UNDER ALL CIRCUMSTANCES, COMPUTER UP OR DOWN, NEVER ASSUME ANYTHING…OUR CUSTOM IS TO INFORM THE CUSTOMER OF ALL CHARGES AT FIRST CONACT Sincerely,*** ***
[redacted] ’s Plumbing Service, Inc. 1063 3rd Avenue Chula Vista, Ca 91911 619-427-0220 Fax # 619-427-0227 [redacted] [email protected] TO [redacted] ***/RevDex.comDATE: 11/28/14REGARDING : [redacted] COMPLAINT # [redacted] THE CUSTOMER CALLED REQUESTING SERVICE FOR A “BAD... ODOR” AT A TENANTS HOME. UNFORTUNATELY OUR COMPUTER WAS DOWN AND OUR DISPATCHER ASSUMED DURING THE CONVERSATION THAT SHE WAS AN EXISTING CUSTOMER AND KNEW OUR RATES, WHICH ARE $99/HR AND A $20 TRUCK FEE.. WE DO NOT SEND OUT A PLUMBER TO “DIAGNOSE” .THAT IS A SERVICE CALL. AFTER A SHORT WHILE , IT WAS EVIDENT THE CUSTOMER WAS UNHAPPY WITH THE PERCEIVED MISCOMMUNICATION BETWEEN HERSELF AND OUR DISPATCHER. AT THAT TIME OUR DISPATCHER SUGGESTED, SINCE NO WORK WAS COMPLETED EXCEPT DRIVING OUT TO THE RESIDENCE, WHICH SHE WAS CHARGED .5/HR LABOR $45, SHE WAS FREE TO CALL SOMEONE ELSE. THE CUSTOMER VERIFIED SHE WOULD STILL LIKE THE WORK DONE. SHE SCHEDULED NOV 11, IN THE A.M. AND OUR DISPATCHER WAS TOLD BY THE HUSBAND THAT THE TENANT WOULD BE HOME DURING THE DAY. AS THINGS GO IN THE PLUMBING BUSINESS, ON THE 11TH AN EMERGENCY MAIN LINE STOPPAGE CAME UP AND THE OWNER REROUTED THE PLUMBER FIRST THING IN THE MORNING TO COMPLETE THE EMERGENCY JOB. OUR DISPATCHER DID NOT CALL THE ORIGINAL CUSTOMER BECAUSE WE THOUGHT THE TENANT WOULD BE THERE ALL DAY PER HER HUSBAND SO, NO-ONE WOULD BE PUT OUT. THAT WAS THE SECOND MISCOMMUNICATION. OUR PLUMBER DID GET TO THE JOB ON THE 11TH AT 12:35 , COMPLETED THE WORK, SEE WORK ORDER # [redacted] (ATTACHED). THE CUSTOMERS HUSBAND GAVE US A CREDIT CARD . IN THE 3 YEARS OUR DISPATCHER HAS BEEN WITH US , THERE MAY HAVE BEEN 4 TO 5 COMPLAINTS ABOUT SCHEDULING.. CONSIDERING SHE SCHEDULES ANYWHERE FROM 10 TO 15 CALL PER DAY 6 DAYS A WEEK , I FEEL THE ODDS ARE IN OUR FAVOR. I AM SORRY THIS CUSTOMER WAS UNHAPPY AND REGRET THAT. WHAT WE LEARNED, UNDER ALL CIRCUMSTANCES, COMPUTER UP OR DOWN, NEVER ASSUME ANYTHING OUR CUSTOM IS TO INFORM THE CUSTOMER OF ALL CHARGES AT FIRST CONACT. Sincerely, [redacted]
***’s Plumbing Service, Inc3rd Avenue Chula Vista, Ca 619-427-Fax # 619-427-***[email protected] TO *** ***/Revdex.comDATE: 11/28/14REGARDING : *** *** COMPLAINT #***THE CUSTOMER CALLED REQUESTING SERVICE FOR A “BAD
ODOR” AT A TENANTS HOMEUNFORTUNATELY OUR COMPUTER WAS DOWN AND OUR DISPATCHER ASSUMED DURING THE CONVERSATION THAT SHE WAS AN EXISTING CUSTOMER AND KNEW OUR RATES, WHICH ARE $99/HR AND A $TRUCK FEEWE DO NOT SEND OUT A PLUMBER TO “DIAGNOSE”….THAT IS A SERVICE CALL. AFTER A SHORT WHILE , IT WAS EVIDENT THE CUSTOMER WAS UNHAPPY WITH THE PERCEIVED MISCOMMUNICATION BETWEEN HERSELF AND OUR DISPATCHERAT THAT TIME OUR DISPATCHER SUGGESTED, SINCE NO WORK WAS COMPLETED EXCEPT DRIVING OUT TO THE RESIDENCE, WHICH SHE WAS CHARGED .5/HR LABOR $45, SHE WAS FREE TO CALL SOMEONE ELSETHE CUSTOMER VERIFIED SHE WOULD STILL LIKE THE WORK DONE. SHE SCHEDULED NOV 11, IN THE A.MAND OUR DISPATCHER WAS TOLD BY THE HUSBAND THAT THE TENANT WOULD BE HOME DURING THE DAY. AS THINGS GO IN THE PLUMBING BUSINESS, ON THE 11TH AN EMERGENCY MAIN LINE STOPPAGE CAME UP AND THE OWNER REROUTED THE PLUMBER FIRST THING IN THE MORNING TO COMPLETE THE EMERGENCY JOBOUR DISPATCHER DID NOT CALL THE ORIGINAL CUSTOMER BECAUSE WE THOUGHT THE TENANT WOULD BE THERE ALL DAY PER HER HUSBAND SO, NO-ONE WOULD BE PUT OUTTHAT WAS THE SECOND MISCOMMUNICATION. OUR PLUMBER DID GET TO THE JOB ON THE 11TH AT 12:, COMPLETED THE WORK, SEE WORK ORDER #*** (ATTACHED)THE CUSTOMERS HUSBAND GAVE US A CREDIT CARD . IN THE YEARS OUR DISPATCHER HAS BEEN WITH US , THERE MAY HAVE BEEN TO COMPLAINTS ABOUT SCHEDULINGCONSIDERING SHE SCHEDULES ANYWHERE FROM TO CALL PER DAY DAYS A WEEK , I FEEL THE ODDS ARE IN OUR FAVOR. I AM SORRY THIS CUSTOMER WAS UNHAPPY AND REGRET THAT. WHAT WE LEARNED, UNDER ALL CIRCUMSTANCES, COMPUTER UP OR DOWN, NEVER ASSUME ANYTHING…OUR CUSTOM IS TO INFORM THE CUSTOMER OF ALL CHARGES AT FIRST CONACT Sincerely,*** ***