Very poor customer service!
I scedule an appointment for Saturday, 6/8/13, between 3 - 5 pm. No one showed up or called and when I finally reached someone by phone, I was first told there was no record of the appointment...then later told that they had my phone # wrong! The man that called me back was very rude and told me that "my Saturday was not wasted because they were not even scheduled to be at my house until around 3 pm!" I found his attitude and customer service very unprofessional!
A written apology!
Business' Initial Response
Contact Name and Title: ***** **** - Vice Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@garlandheatingandair.com
Mrs. ****** called and scheduled one of our complimentary, no-charge, free in-home estimates. But, she could not do it during the week. So, our estimator, David Stanberry, agreed to meet her at her home on Saturday between 3 and 5pm. Unfortunately, during the conversation, David got her phone number wrong, and when he called her on Saturday afternoon, there was no answer. He called a few times and never got an answer. So, he assumed she got busy, or forgot, or changed her mind. So, he took his wife & child to a mall across town. But, when they got there a little after 5, he got a call on his cell phone from Mrs. ******, asking him where he was. Needless to say, they figured out that he had written down the wrong number. Then, she asked him if he could come right then, to which he replied "no ma'am, I'm sorry, I'm not going to be able to come out today, but I'd be glad to reschedule". Then, Mrs. ****** went into a rant about how we "wasted her whole Saturday", to which David responded "well, if you couldn't have me over 'til 3 o'clock and couldn't stay past 5, then we couldn't have wasted your whole day". Regardless, from that point on, she obviously just wanted to argue, threaten to contact the BBB, etc.
So, our apologies go out to Mrs. ****** for our miscommunication - Mrs. ******, we apologize!
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The response or so called apology received from Garland Heating and Air is unacceptable. The fact not addressed is they had more than the home phone # and no one called either my cell or home numbers. I am also listed in the phone book. As I stated in the original complaint, they first said they had no record of the appointment. I took off work for that Saturday appointment; costing me lost income. Complimentary, no-charge estimates are STANDARD PRACTICE for most reputable A/C Companies. I still express dissatisfaction with their customer service and professionalism. There was no threat made nor was the Better Businss Bureau mentioned in our phone conversation!!
Business' Final Response
I never expected Mrs. ****** to be satisfied with an apology, even though that's all she had asked for. She also indicated that she had given us multiple numbers, and that's untrue. The number David had was the only number she had given. And, regardless of the fact that she has a listed phone number in the phone book, David didn't know the number was wrong, in order to be compelled to search for another number, so the point is moot.
When David called the number he had (XXX-XXX-XXXX), it would eventually roll over to an answering machine with a generic message, on which he left 2 messages, one at 2:45 and another at 3:45.
Then, David called me right after his conversation with her on that Saturday, and he gave me the details, and warned me that I would probably be getting a complaint through the BBB, as she threatened him on the phone that she was going to "contact the Better Business Bureau". I know that she did, because David was concerned enough about it to call me that night to let me know.