We've used Appleseed for approximately 3 years now. The first two years were a dream - the snow service was prompt and the customer service was excellent. This year however, I find myself noticing a significant decline in both their customer service and the underlying snow removal service, as follows:
a) don't bother calling their number, as you are automatically routed to an outsourced call answering centre with no knowledge of the Company, or you as a customer. You can't talk to anyone from the company, all you can do is leave a message and hope they call you back.
b) don't expect a call back - when our driveway was missed or not otherwise cleared, messages left with the call service went unanswered. (on three different occasions). At one point they called regarding an expired credit card, and it took over 4 days of calling and chasing them down to give them my new number. (I'm still shaking my head at that one)
c) the snow clearing service has declined. Our snow service used to the envy of the street - many of our neighbours switched to Appleseed as, in prior years, we were the only driveway cleared on a timely basis. In the current season, my driveway has never been cleared before I go to work, and is rarely cleared by the time I get back. (regardless of when the snowfall ends - in one case, it was 18 hours after the snow ended) I leave for work seeing neighbours who use other companies having cleared driveways. When they do arrive, they usually do a good job, but there is a marked and noticeable decline in the level of service over the prior two years.
I suspect the issue is one of expansion. This year, we noted that the division has taken on a significantly larger number of contracts in our subdivision. In the past, they limited the number of contracts they took to ensure high service levels - it seems as if they may have departed from this practice.
Am I disappointed with the service this year - yes. Was it horrible - no. It simply isn't what it used to be, and that has me assessing my snow removal contract for next year. I truly hope someone with decision making authority within the company reads this and steers this company back on course. They used to be exceptional. (Additional comment added after reading the company's response - I'm a little disappointed that the response to my very real and very genuine comments was a half page missive of how, as a customer, I am wrong. Wow. All I will add under these circumstances is "thank you for your prompt response")
- Approximate cost of services:
- $600.00
- Company Response
I'm really disappointed to hear your opinion has deteriorated over 4 years. Compliments have gone up and complaints have gone way down over the past few years.
Most reviews this year are ALL 10's or 9's at best so I'm a bit perplexed here? I actually ADDED 5 more new tractors AND reduced driveway numbers for every driver. This has REDUCED wait times in almost all areas.
Timing does however change when the snowstorms themselves happen at differing times then last year as they have this year. The timing ( and days and amounts) has been a bit different. Some routes may also have been changed a bit and you may now be closer to the end but still service has only improved according to the customers.NOW ABOUT LEAVING MESSAGES: (and us not calling you back)
We're NOT being rude by not returning your call...we are being ' effective & efficient'....we GOT your message and are in fact dealing with it!
It's intentional AND it is our stated policy.
We state this policy MANY times about calling us!...We don't return calls during a snowstorm!!
It doesn't mean we arnt in fact addressing your issue, we are.
Ma y call and don't even supply an address or name to us?
We communicate mostly LIVE by email.....if you arnt on that program then this could be an issue for you and you may want to start taking advantage of it.
80% of my clients email us their issues and we respond back all the time.
We make it clear that....We ' do not' return phone messages.....instead...we DEAL with your issues with the messages recieved. We'd rather spend our time and human resources dispatching a solution then trying to call people back 'during a storm' just to say " yup, we got your message" .
Every email issue is responded to within 30 minutes AND if you get our advanced 'email bulletins' you should be very aware of our start times.
Unfortunately, without an address here i cant really attempt to look into your particular circumstances and place on a route but certainly hope you rejoin is next year.
Ken Dale
President