Serious Concern with damage caused

This below email was sent on 15 January 2021 - with NO response to date:

I would like to bring a situation to your attention from my recent experience making use of your company's services.

I am extremely upset about how this was handled and even more worried about damages caused.

To name but a few of the damages:

· The stainless steel is scratched and scuffed in multiple places

· The paint on the handle of the oven is scratched

· The indicators around the knobs are off; the knobs are still yellow (upon asking the technician told me “you can just paint it”?) and the knobs weren’t even removed to clean behind – only “scratched” around

· The oven door’s glass is scratched in numerous places (to which the technician “sneakily” tried to cover up by smearing Vaseline all over) – how is this acceptable??

The trail of events:

I contacted your company and made an appointment with Nikki (079 385 1989 as listed on the website) for one of your technicians to deep clean and service my Glemgas oven & stove.

The first appointment was scheduled for the 5th of January at 14h00 - by 17h15 I phoned to reschedule the appointment for the 6th of January at 13h00 - as no one pitched or contacted me.

By 12h00 on the 6th I confirmed the appointment for 13h00 as I had to arrange leave at work to be home. Again by 14h00 no technician arrived on site yet – therefor I called Nikki and requested to contact the technician and rather cancel the appointment.

By 15h00, the technician arrived with an Uber driver even though I requested to cancel, I granted him the opportunity to proceed. The technician was busy for +- 3 hours. Whilst busy working, I repeatedly asked him whether what he was doing & using wasn’t going to cause damage to the oven as he was using very rough cleaning materials (steel wire sponge and my scotch bright sponge as an example).

I have a “before” video that I sent to Nikki where you can clearly see the oven is still in very good order, just in need of proper cleaning. While busy I mentioned to the technician several times that I am not happy and very concerned - Upon him leaving, I phoned Nikki again explaining my displeasure with the end result of the job and I would like the owner to have a look himself if he would be satisfied if this was his property before making payment. I took another two videos of the ”after” result and sent this to Nikki as well. Upon her receipt of this, her response was “Okay - I see. I’ll forward these videos to the senior technician who is in charge at the moment.” By the 11th of January I requested from Nikki whether there was any feedback from the Senior technician on the videos that were sent.

On the 13th I requested feedback again - Upon which she provided me with Mr Titus number.

I then called Mr Titus. The response I received from him was extremely unprofessional and rude. Things that I was told are along the lines of:

· He does not come out to anyone for anything less than R600

· I have not paid the invoice yet so he will not be coming out for anything

· He will not come out until I have paid – do I know how much they charge per hour

The more I tried to explain the severe damages caused by the technician, the more he insisted I paid the invoice. At this point I told him that he was making me feel like the guilty party in this situation where I am actually the victim of very poor service and damage to my property. I asked him if customer service counted for nothing where he was clear and to the point answer was a stern NO.

With all these facts listed and proof videos - I would really like to know how this matter is going to be handled going forth and appreciate your personal attention.