Andrew sent a message to Scott Nolen – President and CEO of Truly Nolen International email address that said:
How you lost a customer of 20 years.
Hello Mr. Nolen,
We had our home tented for termites by your company in late 1995 or early 1996. Since then, we have renewed or termite guarantee (approx. $195) every single year. In that time we have never had a problem big enough to warrant tenting, but have had a technician do spot treatments a couple of times.
Last month I noticed signs of termites in our garage so I called the office here in Miami to set up an inspection. They said that I did not pay the invoice last year, so I am no longer a customer! Of course, if I had received an invoice, I would have paid it, but more to the point, who sends only one invoice? Things get lost in the mail all the time. Furthermore, what kind of business doesn't follow up with a customer of 20 years that hasn't renewed?
Anyway, I called the office (it is located in Doral, FL) and explained everything I just told you. The man I spoke to knew nothing about contracts and had no power to re-instate my contract, but he assured me that the inspector (Melvin) could work it out. OK, so we set up an appointment for Melvin to come out, assess the issue and fix my contract - TWO WEEKS LATER! That was the first available time! Melvin shows up, looks at the ceiling where the dropping are coming from and states: "Yeah, you need a new contract, we can tent the garage for around $2000."
He went on to say he knew nothing about reinstating my old contract, but I could call Robert at the Doral office. Thanks for nothing, Melvin.
I called the Doral office, but got routed to the national call center. Here I spoke with Jose, who was very nice, very sympathetic and assured me that we could work out a solution - he will contact Robert, who will call me back. Guess who has called me back? No one.
That is how you lose a customer of 20 years.
Andrew
