Shocking 'service'

I would like to express my extreme dissatisfaction with the level of service ‘offered’ by Pieter Rademeyer plumbers. They initially reacted extremely promptly to an insurance claim when the panel on my solar geyser sprang a leak. However, when it came to installation their ‘service’ descended into incompetency. An appointment was made for 10am on November 13 which HAD to be met as I had another appointment at 11am. I phoned to check where they were at 10.15am, but my query was simply met with a “hmm” (translate to and your problem is?) I was put through to the manager/owner who said his guys had just finished a job in Mill Park and would be at my house in minutes (translate to 40 minutes, when I had to leave for my next appointment). That in itself would not be so bad, but then I was told that they still had to go to Newton Park to fetch the replacement panel. I did not have the time to wait so arranged that they would come back at 3pm. Again, I phoned to complain but was met with the basic attitude of: Do you want the job done or not? Eventually, the guys returned 30 minutes ahead of the arranged appointment and the job was done efficiently and professionally by two employees. On the Monday, I was phoned to ask if the guys could return to take more photos for the insurance claim. I agreed and was told that they would be at the house in 10 to 15 minutes. Read more like and hour. What if I had to go out again? Fortunately, I didn’t and the team got their photos. I have no problem with the team, they were courteous and professional, but I do have a problem with the “couldn’t care less’ approach of office-based staff. Dial Direct themselves were super-efficient, following up on the claim throughout. I could not fault them.