I wish I had read the report filed by an ex-employee concerning scheduling before I contacted John Moore Services. I finally ended up completely canceling the service call without so much as an apology from their "customer service" department.
The original appointment was for between 8 - 11 am on a Saturday; should have been the first service call for their tech. I received a call at 10:15, informing me that the tech was on his way and should be there in 30 - 45 minutes. 2 hours later, I called them to find out what was going on. It had been shuffled to another tech, but I should hear from someone between 2 - 5 pm. I called them again after 5 because I had not heard from anyone. I was informed that the 2nd tech had never been told that I was added to his schedule and would have to be rescheduled for Sunday, between 2 and 5 pm.
On Sunday, I again did not receive a phone call from them. I called them when it was obvious no one was coming. The dispatcher informed me that I would have to be rescheduled and that he would start a customer complaint log for me. I was now scheduled for Monday, between 5 and 8 pm. I was promised 2 phone calls - 1 from a customer service rep and one from dispatch to let me know when the tech was on his way.
On Monday, again I did not receive a phone call. I called the dispatch at 7:20 pm and was informed that "it's not 8:00 yet". After explaining that I was tired of having to initiate communication instead of being kept aware of schedule changes, he promised me that I would hear from the tech by 8 pm. I did not.
On Tuesday, I called their customer service and asked to continue, or add to, my original complaint. When I added Monday's disaster to the complaint, I was informed that I had been rescheduled. I then told the customer service rep that they had neglected to include me in the rescheduling, that this was another example of their failure to communicate, and that I was now requesting they cancel the service call. I was again informed that a customer care representative would conatct me concerning my problem.
0 comments