> as part of my restaurant's remodel, i decided to purchase a new exhaust fan as well as a grease containment system.
> before i installed these new units, i felt it important to have my hood and duct serviced so i made an appointment with my usual professional cleaners.
> decided on grease guard after researching many different systems on the net. placed a call to facilitec and was told that it could only be purchased through my local distributor - was told they would contact the distributor for me and give them my number.
> three days go by and no word from the distributor. i again call facilitec but this time i request the distributor's number. i am told giving out distributor's numbers is against policy. wt...
> several more days pass and distributor finally contacts me. she tells me that facilitec also offers an excellent hood/exhaust maintenance service at very competitive prices - it sounds so good that i decide to cancel the appointment with my usual cleaners and go with facilitec. we schedule an appointment that will take place in two weeks. she says a rep will be out to look at the job and a quote would follow.
> two days before the scheduled appointment, i have yet to hear from the distributor - no calls, no site inspection and no quote. i contact the distributor and it is clear that she only vaguely recalls me and our conversation. she says the soonest she can get someone out here would be in a week - unless there is a cancellation. she schedules an appointment for the following week. i'm not very happy.
> the following day the distributor calls and says there is a cancellation - the cleaners will be out that night at 9pm. 9pm comes and goes. so does midnight. no calls. nothing.
> i am waiting for her call the next day to explain what happened. she doesn't call. i contact her and she apologizes. she also informs me that the following week's appointment is no longer available since she cancelled it due to the fact that she didn't think i would need it since cleaners were supposed to do the job the previous night. the best she can do is an appointment in two weeks. i say thanks but no thanks.
> later that day i get a call from the local facilitec branch manager confirming an appointment in two weeks. i tell him that i was not interested, that i was stood up the previous night and that i was very disappointed. he said he would make things right and get someone out to me that night. he calls back and tells me a crew would be here at 9pm. 9pm comes and goes. so does midnight. no calls. nothing.
> i contact faciltec's night manager at the home office and he tells me that i show as scheduled. he said he would make some calls and find out what is going on. he gets back to me and says that, although he shows me as scheduled, my local branch does not have me listed.
> stood up two nights in a row.
> today i call facilitec and get a rep. i ask to speak with someone in charge - she tells me no one is available and asks if she can help. i tell her my story and she apologizes and promises to make it right. she tells me that she is going to make some phone calls and that facilitec would make sure that i am taken care of. she tells me she will get right back to me.
> it is now midnight and have yet to hear from facilitec.
> shame on you facilitec. and shame on me for dumping my previous service for your empty promises.
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i am posting my experience here and i will be posting it to every foodservice forum that i frequent. also, i will be contacting the folks (independent) that have done my hood system in the past, folks that have never left me hanging, and ask that they reschedule my appointment. i learned my lesson. they may charge more than facilitec, but they can be counted on.
robert
> before i installed these new units, i felt it important to have my hood and duct serviced so i made an appointment with my usual professional cleaners.
> decided on grease guard after researching many different systems on the net. placed a call to facilitec and was told that it could only be purchased through my local distributor - was told they would contact the distributor for me and give them my number.
> three days go by and no word from the distributor. i again call facilitec but this time i request the distributor's number. i am told giving out distributor's numbers is against policy. wt...
> several more days pass and distributor finally contacts me. she tells me that facilitec also offers an excellent hood/exhaust maintenance service at very competitive prices - it sounds so good that i decide to cancel the appointment with my usual cleaners and go with facilitec. we schedule an appointment that will take place in two weeks. she says a rep will be out to look at the job and a quote would follow.
> two days before the scheduled appointment, i have yet to hear from the distributor - no calls, no site inspection and no quote. i contact the distributor and it is clear that she only vaguely recalls me and our conversation. she says the soonest she can get someone out here would be in a week - unless there is a cancellation. she schedules an appointment for the following week. i'm not very happy.
> the following day the distributor calls and says there is a cancellation - the cleaners will be out that night at 9pm. 9pm comes and goes. so does midnight. no calls. nothing.
> i am waiting for her call the next day to explain what happened. she doesn't call. i contact her and she apologizes. she also informs me that the following week's appointment is no longer available since she cancelled it due to the fact that she didn't think i would need it since cleaners were supposed to do the job the previous night. the best she can do is an appointment in two weeks. i say thanks but no thanks.
> later that day i get a call from the local facilitec branch manager confirming an appointment in two weeks. i tell him that i was not interested, that i was stood up the previous night and that i was very disappointed. he said he would make things right and get someone out to me that night. he calls back and tells me a crew would be here at 9pm. 9pm comes and goes. so does midnight. no calls. nothing.
> i contact faciltec's night manager at the home office and he tells me that i show as scheduled. he said he would make some calls and find out what is going on. he gets back to me and says that, although he shows me as scheduled, my local branch does not have me listed.
> stood up two nights in a row.
> today i call facilitec and get a rep. i ask to speak with someone in charge - she tells me no one is available and asks if she can help. i tell her my story and she apologizes and promises to make it right. she tells me that she is going to make some phone calls and that facilitec would make sure that i am taken care of. she tells me she will get right back to me.
> it is now midnight and have yet to hear from facilitec.
> shame on you facilitec. and shame on me for dumping my previous service for your empty promises.
----------------------------------------------------------
i am posting my experience here and i will be posting it to every foodservice forum that i frequent. also, i will be contacting the folks (independent) that have done my hood system in the past, folks that have never left me hanging, and ask that they reschedule my appointment. i learned my lesson. they may charge more than facilitec, but they can be counted on.
robert
