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Businiess name:
Bell Plumbing & Heating Company
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Review by:
citysearch c.
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Review content:
I had a horrible experience with this company. First the receptionist put me on hold for a long time. Then once I finally made the appointment they told me a two hour window. Fine.
The said that they would call to let me know when they would be coming. 3 PM was the end of the window. 3:06 PM no call and no technician. When I called them to ask where the technician was they told me that they were running late. I asked Steve the dispatcher would it have been nice to call and let me know that you all were running late. No response.
He then told me that I was next on the list. When I asked him what that meant whether 5 min, 10 min, 30 min he said that they were running an hour behind. I again asked him if he thought that a call should have been made to let us know. When I asked Steve if that was his house and the repair man was late should he have to pay and he said absolutely. I told him not to bother coming.
Totally disgusted by the treatment I received. Unacceptable customer service.
Did I mention this was for an appointment. Glad I found out about them before they did any work.
I will definitely not be using this company.
RESPONSE FROM Bell Plumbing & Heating Co:
I personally looked into this issue, and I regret to say that the customer is absolutely correct. At Bell, we maintain a 97 on-time rate - exceptional for our industry. However, on the date of this customer's call we were well behind schedule as many customers asked us to do additional tasks once we arrived at the home. To make matters worse, the Steve referred to in the review is not one of our regular dispatchers. Our primary dispatcher called in sick that day and Steve volunteered to help out. Dispatching 35 techs can be a very stressful job when it's exceptionally busy, and Steve a) didn't call the customer when it was apparent the job schedule was in jeopardy; and b) let the stress get to him and didn't emphasize with the customer's position as he should have. In all fairness, Steve was doing us a favor and I'm to blame for putting him in that position without better training. I called the customer, apologized and explained everything.
Greg Palmer, President
Bell Plumbing & Heating Company
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