“I feel the company seems to run their timetable with themselves in mind, not the customer. In my opinion the Trader should not offer time slots if there is no intention whatsoever of adhering to what has been arranged. If the company requires flexibility then they should advise at the time of booking. I was advised between 1300-1700. First call was from the Fitter at 0920 wanting to change the time. Second call from office 10 mins later, and third call at 1145. Fitter turned up at 8pm. Went to open garage with remote control, unfortunately it is not working. I feel I was give a poor service all round.”
– Customer in Ashtead, 8 January 2014
Response from Access Garage Doors Ltd (New Malden):
We contacted the customer to see if it was possible to bring the appointment forward as we were in the local area, this turned out not to be convenient to the customer so we continued with our scheduled route. We later called to explain that the due to the route of the engineer we would not be able to attend until early evening. We tried to keep the customer informed at all times and have attempted several times to contact them since to rectify anything they are not happy with.