We are now paying to fly technicians out to customers toĪggressively to recruit more candidates and hire more technicians in the last Technicians available, local offices that lost employees struggled to meetĬustomer needs. Where the distance to customers was great. We relied on technicians driving from local offices to service locations, even – We now pay to fly technicians to service appointments. – Not Driving – Technicians Out to Customers In scheduling and service that undoubtedly frustrated our customers.īefore receiving your letter, we took the following steps to correct the issue:

In that time period, we saw staffing shortages and global supply chainĭisruptions for the first time in recent years that, regrettably, caused delays The economy decreased significantly, resulting in a loss of 2.46 million Nationwide, in 2021, 47 million workers quit their jobs and participation in Struggled to retain and train technicians like many businesses in 20. Of the complaints were received during the Summer 2021-Summer 2022 timeframeĪnd related to responsiveness of the service department, which briefly Increase in complaints is an unusual development arising from unexpectedĬhanges in the economy rather than a long-standing pattern. We were quite proud of the “A+” rating provided by the Betterīusiness Bureau for the better part of the last decade for this reason, as itĪssured our customers that their trust was well placed.īefore receiving your letter, we noticed an increase in complaints andĬonducted an internal review. Take our customers’ concerns very seriously and thank the Better Businessīureau for bringing this to our attention.

The business responded with the following: March 7, 2023, BBB submitted a written request to the company encouraging them Scheduled or completed, slower than usual service response time, missedĪppointments, and difficulty scheduling service via telephone. Pattern of consumer complaints alleging the following: routine service not

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