Report: #738495

Complaint Review: John Moore Services

  • Submitted: Wed, June 08, 2011
  • Updated: Wed, June 08, 2011
  • Reported By: ExCustomer2011 — Spring Texas United States of America
  • John Moore Services

    Spring, Texas
    United States of America

John Moore Services Multiple rescheduling, poor communication, lousy customer service! Spring, Texas

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I wish I had read the report filed by an ex-employee concerning scheduling before I contacted John Moore Services.  I finally ended up completely canceling the service call without so much as an apology from their "customer service" department.

The original appointment was for between 8 - 11 am on a Saturday; should have been the first service call for their tech.  I received a call at 10:15, informing me that the tech was on his way and should be there in 30 - 45 minutes.  2 hours later, I called them to find out what was going on.  It had been shuffled to another tech, but I should hear from someone between 2 - 5 pm.  I called them again after 5 because I had not heard from anyone.  I was informed that the 2nd tech had never been told that I was added to his schedule and would have to be rescheduled for Sunday, between 2 and 5 pm.

On Sunday, I again did not receive a phone call from them.  I called them when it was obvious no one was coming.  The dispatcher informed me that I would have to be rescheduled and that he would start a customer complaint log for me.  I was now scheduled for Monday, between 5 and 8 pm.  I was promised 2 phone calls - 1 from a customer service rep and one from dispatch to let me know when the tech was on his way.

On Monday, again I did not receive a phone call.  I called the dispatch at 7:20 pm and was informed that "it's not 8:00 yet".  After explaining that I was tired of having to initiate communication instead of being kept aware of schedule changes, he promised me that I would hear from the tech by 8 pm.  I did not.

On Tuesday, I called their customer service and asked to continue, or add to, my original complaint.  When I added Monday's disaster to the complaint, I was informed that I had been rescheduled.  I then told the customer service rep that they had neglected to include me in the rescheduling, that this was another example of their failure to communicate, and that I was now requesting they cancel the service call.  I was again informed that a customer care representative would conatct me concerning my problem.
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