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Review content:
The scheduling process needs serious improvement. We were scheduled, rescheduled and canceled multiple times.
RESPONSE FROM Crystal Crystal Carpet Care:
Thank You So Much for Your Comments Ms. Kelli,
What a pleasure it was to service you in your home. You are indeed a 5 Star Customer.
We hope your house showings are going well.
Best on your ratings, you were happy with the quality of the process and the professionalism of the company and the service. Wonderful. Great to know you feel this way.
Yes, you are right and we apologize... there was an on going problem with scheduling your service. So rare; but, it happened.
First, please know that your 1st preferred service date select online is historically and factually better than 99 guarantee to be your actually service date and time. However, during the this holiday season in particular, there were several eventualities including weather, staffing shortage, and illness (flu epidemic) that impacted scheduling and service, primarily in outline areas such as yours (Delaware County and Fairfield County).
Yes, we did make more then one attempt to secure an appointment other than your 1st preferred service date. As stated in the email, this can happen if there is a problem with the 1st preferred service date and time. 99 of the time, there is never a problem because the computer is programed to establish the routes by quads and sectors.
And, yes on your confirmed appointment date there was heavy weather and a technician shortage. And yes, we did call to re-schedule yet again. However, upon realizing you did not get your 1st preferred date, we did keep you on the schedule for that day. We erroneously attempted to inform you via text messaging throughout the day of the flow of service and the ETA to your home (texting to landline).
Upon concluding a job in Tartan Fields, we called in route to your home. Because of our error, your husband very kindly directed us to re-schedule services for "any time next week" because of concern with dry time and that any day would be good because he would be home. Again, we admit that we did send several text message updates during to day to advise of our ETAonly to discover the phone number provided was not a cellphone. Manager did ask service rep if indeed the number we had was a cellphone.
A date was selected in accordance with the above, however the date we selected proved not to open as advised above. Therefore, we were instructed to select between two final dates that date better fit your schedule and we worked to adjust.
Difficulties such as this are extremely rare. However, we will admit there are anomalies.
The Crystal Crystal online scheduling system is outstanding. It would be impossilbe to service over 2,000 Groupons, Living Social Deal, Angie's List Big Deal, Google Offers, and Amazon Daily Deals without it. It just plan flat out works.
Yet, of course we understand this was not the case for your experience with the scheduling.
Again, you were happy with the quality of the process and the professionalism. That is excellent.
Customers find there carpets stay cleaner longer with the Crystal Crystal - Crystal Capture Technology.
We will make improvements to the cellphone request feature as we are finding text messaging to be far more beneficial to update customer instantly.
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