First off I hope that Mr. [redacted] will accept our apology for the poor service he received. We take any customer service issue very seriously. Our initial investigation determined that the second rep should not have attempted to charge $75.00. As Mr [redacted] pointed out the request...
was within his membership guidelines. We have reviewed this with the dispatch manager and placed the rep into a three day training session. As for the length of time it took to get service to the disablement site, we, as with all roadside companies, build a network of service providers to take care of our members. When one delivers poor service, they are lowered in our rating system until they "earn" their way back to the top. One thing we are not clear on is if weather or another situation out of our control caused this extended delay as our average is from time of call to arrival of the service provider is 40 minutes.Mr. [redacted] requested cancellation of his membership and a refund of his dues. We have done both and spoke with him on April 1st where he gave our rep a very good accounting of the events from that day. This too helps us in our training efforts. Though we believe that Mr. [redacted] is satisfied at this point, we hate to lose a long time member over a single issue and hope that he will consider joining again in the future. As always, thank you for assisting Mr. [redacted] relay his complaint and please make sure he has my direct contact information in the event he would like to discuss this with me personally.Take care,[redacted]
First off I hope that Mr. [redacted] will accept our apology for the poor service he received. We take any customer service issue very seriously. Our initial investigation determined that the second rep should not have attempted to charge $75.00. As Mr [redacted] pointed out the request...
was within his membership guidelines. We have reviewed this with the dispatch manager and placed the rep into a three day training session. As for the length of time it took to get service to the disablement site, we, as with all roadside companies, build a network of service providers to take care of our members. When one delivers poor service, they are lowered in our rating system until they "earn" their way back to the top. One thing we are not clear on is if weather or another situation out of our control caused this extended delay as our average is from time of call to arrival of the service provider is 40 minutes.Mr. [redacted] requested cancellation of his membership and a refund of his dues. We have done both and spoke with him on April 1st where he gave our rep a very good accounting of the events from that day. This too helps us in our training efforts. Though we believe that Mr. [redacted] is satisfied at this point, we hate to lose a long time member over a single issue and hope that he will consider joining again in the future. As always, thank you for assisting Mr. [redacted] relay his complaint and please make sure he has my direct contact information in the event he would like to discuss this with me personally.Take care,[redacted]