[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will accept the credit of $and further do not find it necessary to further respond to their rebuttal
Regards,
*** ***
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff 2/24/15.W F Hann and Sons5108 Richmond RdBedford Heights, OH 44146[redacted]Trade AssistantRevdex.com Greater ClevelandID [redacted]I reviewed [redacted] complaint regarding our service call...
on January 17, 2015. We had [redacted] on our reserve dispatch board since December of 2014 trying to get her inspection in before the January 17, 2015 set appointment. We in advise all pre set appointments that we can only guarantee to make our first 8am appointment on time. We set our dispatch board up in 2 hour windows each day, 8-10, 10-12, 12-2 and 2-4. Saturday’s we only set up inspections (clean and check services) for 8-10, 10-12 and 12-2 as an option for the customers that can not be home during the week.As our technicians begin there days at 8am on location they can diagnose a problem and quote the repair at the same time which in many cases extends our 2 hour window in to longer service calls. So some days our 10-12 gets extended to later and obviously the rest of the day can extend past the allotted appointment scheduled.Our contact center will call our customers during the week Monday thru Friday to let our customers know the technicians are running behind allowing the customers to make a decision to wait for the technician or reschedule to another date.Saturdays we only have one or sometimes 0 personnel in our contact center and only until 12 noon. So any call schedule past 12 noon the technician has to call our customers to let them know they are running late. That does not always happen due to the schedule work and getting involved in his calls not thinking of where he is going next only trying to do the best job for the customer he is at.We always call each and every customer before heading to the address, most of the time the contact center makes the calls but on the weekends the service technicians must do those themselves. WE do not go to any call unless we receive an answer from someone at the address, confirms they still want us to come out and that there is a person there over the age of 18 years old.In [redacted] case, our technician [redacted] did call the address 2 times and did not receive an answer. At the time [redacted] went home for the day, Saturday.[redacted] contact our technician on call for the weekend emergencies service [redacted] and explained the technician did not show up for her service. [redacted] called [redacted] explaining the [redacted] wanted service today. [redacted] drove out the [redacted] home, he did not call first, only because [redacted] lives in the Twinsburg area and [redacted] home is in Twinsburg.[redacted] states that [redacted] was very upset about she waited all day and now he just shows up at her door. [redacted] apologized about the day, stated he did try to call her phone 2 times before going home with no answer and explained W F Hann will not drive to an address unless someone answers the phone.[redacted] also states [redacted] followed [redacted] to the basement displaying her anger of waiting the day for her scheduled call again.[redacted] then asked [redacted] if there was anything about how the furnace was operating the she wanted [redacted] to know before he started. [redacted] said you're going to find out as soon as you start working on it. [redacted] explained that if the furnace is not working at the time we show up for a clean and operation check then the call must be handled as a service call not a clean and check. Understanding the [redacted] was already angry with [redacted] do to the day’s events she told [redacted] to get out she had enough. In most cases should any W F Hann technician run in to a problem with a customer they are instructed to contact a manager and ask if they can wave any additional service fees to continue on with the call. [redacted] after being degraded verbally by [redacted] elected to pick up his tools and explain he was leaving feeling he could not do anything to assist [redacted] with out continued verbal abuse. To date and stated in [redacted] letter to Revdex.com she did not call the office to reschedule and she will no longer do business with W F Hann. I am sympathetic to the situation and at times we do the best we can to accommodate our customers, but in the interest of both parties we should part ways. I will credit the invoice sent to [redacted] for the $129.00.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will accept the credit of $and further do not find it necessary to further respond to their rebuttal
Regards,
*** ***
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff 2/24/15.W F Hann and Sons5108 Richmond RdBedford Heights, OH 44146[redacted]Trade AssistantRevdex.com Greater ClevelandID [redacted]I reviewed [redacted] complaint regarding our service call...
on January 17, 2015. We had [redacted] on our reserve dispatch board since December of 2014 trying to get her inspection in before the January 17, 2015 set appointment. We in advise all pre set appointments that we can only guarantee to make our first 8am appointment on time. We set our dispatch board up in 2 hour windows each day, 8-10, 10-12, 12-2 and 2-4. Saturday’s we only set up inspections (clean and check services) for 8-10, 10-12 and 12-2 as an option for the customers that can not be home during the week.As our technicians begin there days at 8am on location they can diagnose a problem and quote the repair at the same time which in many cases extends our 2 hour window in to longer service calls. So some days our 10-12 gets extended to later and obviously the rest of the day can extend past the allotted appointment scheduled.Our contact center will call our customers during the week Monday thru Friday to let our customers know the technicians are running behind allowing the customers to make a decision to wait for the technician or reschedule to another date.Saturdays we only have one or sometimes 0 personnel in our contact center and only until 12 noon. So any call schedule past 12 noon the technician has to call our customers to let them know they are running late. That does not always happen due to the schedule work and getting involved in his calls not thinking of where he is going next only trying to do the best job for the customer he is at.We always call each and every customer before heading to the address, most of the time the contact center makes the calls but on the weekends the service technicians must do those themselves. WE do not go to any call unless we receive an answer from someone at the address, confirms they still want us to come out and that there is a person there over the age of 18 years old.In [redacted] case, our technician [redacted] did call the address 2 times and did not receive an answer. At the time [redacted] went home for the day, Saturday.[redacted] contact our technician on call for the weekend emergencies service [redacted] and explained the technician did not show up for her service. [redacted] called [redacted] explaining the [redacted] wanted service today. [redacted] drove out the [redacted] home, he did not call first, only because [redacted] lives in the Twinsburg area and [redacted] home is in Twinsburg.[redacted] states that [redacted] was very upset about she waited all day and now he just shows up at her door. [redacted] apologized about the day, stated he did try to call her phone 2 times before going home with no answer and explained W F Hann will not drive to an address unless someone answers the phone.[redacted] also states [redacted] followed [redacted] to the basement displaying her anger of waiting the day for her scheduled call again.[redacted] then asked [redacted] if there was anything about how the furnace was operating the she wanted [redacted] to know before he started. [redacted] said you're going to find out as soon as you start working on it. [redacted] explained that if the furnace is not working at the time we show up for a clean and operation check then the call must be handled as a service call not a clean and check. Understanding the [redacted] was already angry with [redacted] do to the day’s events she told [redacted] to get out she had enough. In most cases should any W F Hann technician run in to a problem with a customer they are instructed to contact a manager and ask if they can wave any additional service fees to continue on with the call. [redacted] after being degraded verbally by [redacted] elected to pick up his tools and explain he was leaving feeling he could not do anything to assist [redacted] with out continued verbal abuse. To date and stated in [redacted] letter to Revdex.com she did not call the office to reschedule and she will no longer do business with W F Hann. I am sympathetic to the situation and at times we do the best we can to accommodate our customers, but in the interest of both parties we should part ways. I will credit the invoice sent to [redacted] for the $129.00.