"We contacted RJD at approximately 10:30 am on December 19, 2019 to request service on our furnace which had stopped working completely.
At 11:06 AM, I received an email confirmation for an appointment on December 20th between 10am and 12 pm, with a technician to call 30 minutes prior.
Then, at approximately 11:20 am on December 19th, I received a voicemail explaining that we had been overbooked, and that while you couldn't promise a 10-12 appointment, someone would be there on December 20th.
I work the overnight shift in law enforcement. I got out of work at 8 am and proceeded to stay up, expecting my appointment to take place between 10 am and noon.
At about 12:35, when we still hadn't heard anything, my wife contacted your office.
At 1:08 PM, after still not hearing back, I called and spoke with Hailey, who explained that the people who schedule appointments "aren't supposed to provide times", because with emergency repairs, there is no way to approximate how long appointments before ours would take place, but she ensured us that someone would see us that day (still December 20th). She also explained that this has been an ongoing issue with the off site people who schedule appointments.
At 3:02, I still hadn't been contacted, so I called again and spoke with Shirley, who again told me that no one should have given me a timeframe, and that someone would get to us when they could.
I explained to Shirley that I'd been awake all night waiting for them, and that I'd gotten an email and a voicemail confirmation that someone would be with us on the 20th between 10-12. Shirley repeatedly talked over me and tried to tell me that someone would be with me that day, but that she couldn't provide an ETA. She also told me that the techs stay out "until their done", so I guess theoretically someone could have shown up at my door in the middle of the night.
I asked to speak with someone above Shirley, and she began to argue with me, telling me that the service manager would "just tell [me] the same thing." I told Shirley that whether or not he told me the same thing, I wanted to speak with him, which is when she told me that he wasn't in the office and she didn't know when he would be. I insisted that the moment he returned, I would like a phone call.
Approximately half an hour later, I got a call from Justin, the service manager, who again explained that we never should have been provided a time for our appointment. I explained to Justin that whether or not this SHOULD have happened, it did, and that it was not my responsibility to control communication coming from your company. If this is an ongoing issue, it's something RJD should be rectifying and not simply blaming a third party outfit for to a customer who has been waiting.
In an attempt to make us feel better, Justin explained that he'd moved our appointment up with some other "contract customers" in the area and "moved [us] ahead of other people" - think about this. Your service manager essentially broke your customer base into two classes: The contract customers and everyone else.
Justin explained that we could call someone else, and I told him that if we did that, we'd be starting over from scratch on the Friday before Christmas, and we'd never get anyone there.
At about 6:45 we called another company. Just twenty minutes later, the tech called us back and stayed on the phone with me for ten minutes trying to troubleshoot.
At about 7:30 pm on December 20th, nearly 33 hours after our initial call, a service technician showed up. He joked and chatted for several minutes, never apologizing for the delay, before getting to the job he was brought in to do.
Fortunately, he was able to fix our furnace and my family was able to finally have heat again that didn't come from a space heater or our oven....He offered to do the repair for about $700, but offered to do it for 15% less if we enrolled in a service contract.
It's Christmastime. I work in the public sector. I'm not rolling around in piles of $100 bills this time of year. OF COURSE I had to take the less expensive option and commit to a service contract with a company that mishandled our business at every possible step of the way, with the understanding that a sales rep would return after the holidays and try to sell us a whole new furnace. (An offer which is only good for 30 days.)
Then, the following morning at 5:03 AM, I received ANOTHER email - this one confirming our appointment for between 6pm and 8pm the NIGHT BEFORE.
Is this how RJD runs their organization? The irony is that we only called you because we figured that a company of your size couldn't possibly succeed if you weren't good, but you definitely proved that to be a myth.
Not only was every interaction with your staff less pleasant and less professional than the last, we were treated like second class clients for not having a service contract. We were STILL charged alm"