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Barry Lynch
Owner Hi Luci,
Thank you for your feed back. I have investigated this incident in its entirety and have discovered below.
Our records show you called at 11.27am but stated you were going to get a ladder and did not book a locksmith. Call lasted 1.32 minutes
You called back at 11.57am to book in and were advised on a cost and a locksmith would be there in 30-40 minutes Call lasted 1.13 minutes
You called at 12.26pm (29 minutes later) to ask where we were. You were advised the locksmith would be there with in the 40 minutes. Call lasted 38 seconds.
Engineers Van tracker shows he arrived at 12.36 pm (39 minutes from booking so in fact 1 minute early)
You called again at 12.38pm to say you wanted to cancel and were not paying (41 minutes since booking)
It is not clear about a lady answering the phone as we only had a male on that day (The bank holiday Monday) answering the calls.
Having spoken to the call taker he has stated at no time did you request to pay by card.
While we are happy to receive feedback from customers I am not sure where we went wrong with our service or why you thought we should receive a 1 star rating.
We advised on the length of time, we turned up on time and had agreed the cost with a discount to you of β¬70 prior to agreeing to call out to your home. When you did not want to pay the call out fee of β¬70 we agreed a further discount and you then agreed to pay β¬30.
However we do appreciate you taking the time to provide the information and feedback, we can use it in a positive way going forward.