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Obviously good franchisees do a good job so this comment is restricted to Tweed Heads/Gold Coast (Ben). To start you can't call him, must leave a message and wait. Finally after cross messaging etc he eventually rang me and arranged to come and give me a quote. After telling me my options he said he would send me an SMS with prices etc. One week later I had heard nothing so sent him an SMS reminding him I was waiting for this and 2 days later still no contact. I then went to the company website looking for another operator who could perhaps deliver, but no list, so rang the 1800 number but they said that they just put it through by postcode so would probably go to the same person. Obviously head office has no interest beyond collecting fees, not great if you have to look at the guarantee in future years.
Obviously good franchisees do a good job so this comment is restricted to Tweed Heads/Gold Coast (Ben). To start you can't call him, must leave a message and wait. Finally after cross messaging etc he eventually rang me and arranged to come and give me a quote. After telling me my options he said he would send me an SMS with prices etc.
One week later I had heard nothing so sent him an SMS reminding him I was waiting for this and 2 days later still no contact. I then went to the company website looking for another operator who could perhaps deliver, but no list, so rang the 1800 number but they said that they just put it through by postcode so would probably go to the same person. Obviously head office has no interest beyond collecting fees, not great if you have to look at the guarantee in future years.
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Hi Don, sorry for the delayed response. We were unaware that Site Jabber had a listing for our business and we just discovered it today and read your review. We apologise for the difficulty you had in getting in touch with our franchisee. Our franchisees are generally one person operators so they spend most of the day hands on working on customers problems, so that means they can't always answer the phone. That does not excuse the failure to respond to your calls and messages. We're always looking for better ways to do things so thanks for your feedback, we'll look into ways to improve the response. We do have a listing on the website showing contact details for all our specialists so you could have selected another one, but maybe it's not clear enough so we'll see if there's a better way to display this information. At Head Office, we're acutely aware of the need to provide excellent customer service which is why enquiries are automatically distributed to the closest specialist, this is so the delay in response is minimised. It clearly didn't work in this case, so we apologise again on behalf of the franchisee concerned.