Response from Sanders Tree & Debris Removal
I want to apologize to this member, we did not provide him with the customer service that is standard for us, as our other reports substantiate. By submitting the report and bringing this to my attention, I was able to find my error. Inadvertently, I filed the estimate request ticket instead of calling the member to reschedule as Mike had asked. Mike not inquiring if I rescheduled compounded the problem. We are family owned/operated and during the time of the member’s request I had a health issue and am continuing to recover, this has placed my workload on Mike in addition to his own duties, plus giving attention to my care. Hopefully this will be understood as an explanation and not an excuse. We dislike sharing a personal matter and would have preferred to only disclose this to the member, however, I have not received a return call from the message left for him. We do regret that the member did not receive excellent customer service and sincerely apologize. Since bringing this matter to our attention, we have implemented a two-part estimate request form. This will provide us both with a copy, it is our hope that we will not lose track of another customer with this new process. Sharon Sanders - Owner