If you don’t know me by now, let me explain how important customer service is to me. It should be the pinnacle of any business. Everyone can offer a service or product, but the experience is what separates good companies from great. Good customer service is how we treat others the way we want to be treated. We are not perfect, but we can try. Just make a freaking effort! And, if we screw up we can fix it. I may be small potatoes to a company, but I have twenties of readers (hahaha) and a network of mommies with whom I share my experiences. Here are two experiences from this last week. One superb, the other a big fat meh! No, “meh” means that I could take or leave it. This experience I can flat out leave and urge everyone else to leave also.
Let me start with the good. Champion Pools came out and turned our swamp into a crystal clear, beautiful pool in two days. They didn’t drain it like the other companies wanted to do (despite being in water restrictions and unable to refill it!) And, they didn’t charge us half of what the company that wanted to drain it, wanted to charge us. They were quick, efficient, explained the process in an easy to understand and logical manner, and got it done. We have gone through five different pool companies and have done a lot ourselves. We just couldn’t get it to turn and needed a pro. They have a bunch of plans that fit every budget. We are doing a biweekly plan in which we can do most of the work ourselves, but they come out every other week as a back up to make sure we never go green in a bad way. I am very impressed with their prices, and expertise. Champion Pools is who I recommend to all of my Plano peeps.
Here’s the bad. I had a small overflow that hit our carpet. I was excited that I had an excuse to call out Zero Rez. I have heard them advertised and they were still running a special that was affordable for me. Win, win, win. First, the lady said they’d have to treat the contaminated carpet and I asked if she could give me a rough estimate so I wouldn’t be shocked later. She came back and said they’d have to cut out and dispose the carpet and it sounded like an insurance claim. I called my uncle for some guidance, and after his very helpful insight, I called them back and was prepared to pull up the 3X3 carpet square and install tile or something myself, but wanted to get it up and the rest of the house cleaned. She then told me they could clean it, but ultimately that it would be up to the tech. They could come out same day, between four and six-thirty. So far, I’m impressed with their ability to come out same day. But, annoyed that the story has gone back and forth about five times and that I still don’t have an estimate of how much extra it will be.
I got a call at six that they were on their way. At six-forty five, they called saying they couldn’t find my home. I said I’d go outside, and he gave me my old address for where I lived over a year ago. I gave him the correct address and apologized that there was a mix up, maybe from an old inquiry. Yes, I apologized for their giving him the wrong address and no one confirming the correct one.
They arrived after seven, and I was trying to keep three children outside, during dinner time, and out of the way. I showed him the bathroom and he said it was absolutely no problem. He then went through and black-lighted the three rooms I wanted cleaned looking for pet stains. I told him that the dining room was terrible, but I only wanted it to look okay, not even great, and that I was pulling up the carpet within the year. No babies would be crawling in there, I just need it to not look like a pee pad. He found one pee stain in the corner of my living room and none in my room. He said he’d hook me up with the pet treatment. $310 and he’d do the living room free and treat the bedroom with the enzyme from the overflow. That is more than triple what I was quoted. I said, no, I just want the standard treatment and don’t need that since I AM REPLACING THE AFFECTED CARPET SOON! He was very aggressive with his sales pitch and there is no doubt that he works off of commission. Do you not see these three children? I am not made of money here, and can’t just throw down an extra $200.
It was an extra $30 from the original quote to treat the 3X3 area in my bathroom. No problem. The guys worked as I grilled and watched the kids swim. They wrapped up by nine and said it would all be dry in a couple of hours. My little one was up way too late and I was trying to get her and the boy bathed, dinner cleaned up, and maneuver around the furniture that I pulled out of the dining room. So, I didn’t do a walk through. They had left my front door completely open for the entire time, and I had to close it when they removed the hoses. Hello? Ever pay a Texas summer electric bill? And, we now have FLIES everywhere.
I did notice immediately the dirt traffic stains were still visible and there was a blue spot still in the living room. They never offered to treat those areas, even for an extra charge. By the time it dried, it still had the spots and traffic lanes. They didn’t move anything in my living room that I didn’t move. So, the corners were not cleaned, nor was under my coffee table or in front of my couch. And that spot that I paid extra? It is still wet three days later, and the edges where the carpet meets the tile are brown. Sick! And the smell. It is the area we had treated and it STINKS!!! You know what room turned out great? The dining room! The one in which I had no expectations looks brand new.
So, I sent them my thoughts via “Contact Us” (I’ll post my exact comments at the very end of today’s post). I didn’t hear anything. I did receive a survey, and copied and pasted the exact comments. I received a call within an hour. The manager basically said that he’s sorry I feel the way I do. But, that the operator told me they’d have to cut out the carpet. I explained that she said it was up to the tech and he said it was no biggie. He said they could come back out and give me a quote to clean the pad. And about that blue spot, they would do a carpet graft in the future. I said that there wouldn’t be a future, and he said he was sorry to hear it. Oh, and my crusty edged bathroom carpet? It is crusty from the enzyme, not from the guys not getting the edge well. Really? That’s it? You would come back to give me a quote on how much it will cost to do it right? Thanks, but now you are bumped up to priority status on my Monday service blog. ZeroRez, zero-resolution to my dirty carpet!
My Daily Prayer: Dear God, thank you for helping me bite my tongue when I feel unjustly treated. Thank you for reminding me to turn the other cheek, but giving me the ability to write about my frustrations so others can avoid the same treatment.
My Daily Thanksgiving: I am thankful for Jeff getting relief from a bad bout of gout.
If I had Kardashian Kash: I would sleep in while having my hair and makeup professionally done, by someone else.
My Zero Rez survey comment:
After hearing about your company on the radio and reading all of the reviews I was actually excited that I had a small overflow and had the excuse to get the cleaning I had wanted for awhile. I was told that I could get the $89/ 3 room special and there may be a slight fee to treat the area of overflow. I could never get anyone to confirm what that fee could be, but went ahead and set up the appointment. First, I was told there would be a fee to treat that area, then that you couldn’t treat it, then you’d have to rip it up, then it depended on the tech.
The techs went to my old address, first, but then made it to my home after I gave them the correct address. Not sure how they got an address in which I hadn’t lived in over a year, maybe based on an old service inquiry? No one confirmed my address with me over the phone. The two guys black lighted the areas to look for pet stains. My dining room was bad and I told them that all I wanted was it to look clean because I am getting new flooring soon. He said he’d “hook me up” and his quote was for $310!!! That is triple what I was quoted and it was evident that there was commission involved with the way he pushed it. Since I declined, there is still a blue spot on my carpet, traffic lanes, and my bathroom edges are still not clean where the carpet hits the tile. The bathroom is still soaked and smells worse than ever, so I am not sure what I paid an extra $30 for.
My front door was left completely open, not just enough for the hoses, and allowed in a bunch of flies, and my AC was on. I was in the backyard with my children to keep them out of the way. It looks like I shampooed the carpets myself. I had high hopes since you did come out the same day of the overflow, and were offering the $89 special, and all of the awesome reviews that I read about on the web and heard on the commercials. There are still dirt spots and my coffee table wasn’t moved. I am glad that I had moved some of the furniture because no one said a word about that not being included in the service. What’s funny is that my dining room is the best looking (and smelling) of the three rooms serviced. And aside from one stain picked up by the black light in the living room, the dining room is the only one with pet stains. I waited until it was dry and it looks worse than before, except for the dining room. That one is fabulous!
I am hoping this was just a fluke because I was the last customer of the day and the techs were sent to the wrong home, first. I hope that this is just a mistake that you can fix and not a regular occurrence for your company. I was looking forward to sharing a positive experience on my service blog and with the neighborhood mommy’s group. We are always looking for a good company, with reasonable prices, and that uses the least amount of chemicals.