I'm not sure this business is interested in improving its customer service.
They were servicing my neighbor's property on Wellesley Island closing her home for the season. Since their technician was already on the island, I called and asked if he could stop by my property before leaving to give me a quote.
Later that day, after my neighbor's closing was finished, he called and told me he was already in Alexandria Bay but would come back to look at my property. I wasn't home, so I gave him the location and permission to walk around the property and provide me with a quote.
After our call, I watched my security camera for approximately 30 minutes, and no one ever came to my property. No recording of anyone on the property I have 3 cameras! When I later called him directly and asked whether he had been there, he told me that he had. I knew that was not the case because I had been monitoring my cameras. He then told me the office would send me a quote.
I never received a quote. What I did receive was a $68 invoice.
When I called Hazelwood and explained that no one had come to my property and no quote had ever been provided, I was told that receiving a quote constitutes a service. I again explained that I had never received the quote--or the visit. I was never told that there would be a fee for a quote, which is ridiculous. I would've never agreed to that . When I said I would not pay for a service I did not receive, I was told they would never work for me in the future.
After 30 years in business myself, I find this response very disappointing. Mistakes and misunderstandings can happen, but good customer service is about how a company handles them. Charging a prospective customer for a visit that, according to my security cameras, never occurred--and then responding this way when questioned--is simply bad business in my opinion. read more
