Brian was polite over the phone, but could deff use better customer service skills. His skills show that he is not all for providing great customer service by going the extra mile for customers which is what all your technicians should be about. He never called 30 min prior as I was told a technician would do prior to arrival. He just showed up at the house!!! Since there was No one there at the time I asked him if he could wait 10 min as someone was on there way over there now. he than said he had to call dispatch and would contact me right back. When Brian contacted me back he said he could not wait 10 min because he has another appointment to go to?? I don’t understand how you guys don’t follow your own policy /protocol by contancting the customer 30 min prior which is a mistake on your end!!! which dispatch admitted! than he cannot wait 10 min for an appointment that was set up 2 weeks ago.?
Response from Go Green Express Home Services:
Dear Johnathan, We are very sorry your experience with us warranted a 1 Star. Looking back at the detailed notes and listening to the telephone calls, Brian first apologized to you when you spoke, that you did not receive the 30 minutes call from dispatch prior to his arrival. He then was very professional and clear with asking you if you were having any issues or concerns with your AC unit, to which you replied no. We adjusted our schedule for you from the original time frame between 12:00 pm – 4:00 pm, to specifically 3:00 – 4:00 pm as the dispatcher informed you. This consideration is extremely difficult to do as our dispatch board is a living and breathing document that is constantly moving. For this reason, we typically never pinpoint a 1-hour window as we offered you. We left you a voice mail regarding this situation, looking forward to speaking with you. Again, we are truly sorry that you were not given the 30-minute courtesy call.
