Please forward this email to CEO Susan Steen. She needs to know about problems with a franchisee.
Ms. Steen:
Today was almost the worst business day I experienced. Here's why. I called your Conway franchisee in the am and asked for a price to have a hallway and 2 bedrooms cleaned. Early in the afternoon I received a call from I assume the driver of the service van and advised me he could come clean our carpet earlier than scheduled. Of course I said. Some time after the call the truck rolled up and two employees came into the house and it took about a 1/2 hour for them to pre-spray. I thought that took an overabundance of time, but OK I dealt with that, then about 45 minutes letter I checked on their progress. Both techs were standing outside doing nothing. When asked what the problem was (since they didn't bother to advise me) they advised me there were' out of gas'!!! WHAT? Why didn't these guys understand they were either low or out of gas and stopped to get some before arriving at my house? Uh? No reason. Then I insisted that something be done to correct the problem. They claimed to have called 'the boss' when took him 45 minutes to bring gas to our house. Then the driver let your equipment in my home and so-called went to get gas. About 35 minutes later he returned to advise me that their stream-cleaning equipment was broken? What? They didn't even know their equipment was not functioning? What kind of company do you own that you do not expect your franchisee's to be professional? This is on your shoulders to see that your franchisee’s work on a professional level.
Needless to day I'll never use Servpro again and will tell all my friends on the Internet and locally not to use this company.
A good CEO would spot check performance on their franchises. It’s you name that’s at stake.
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