Condascending greetings from Appleseed in Mexico! I complained to Appleseed in December 2013 that my drive way was not plowed by 10pm after 2 days of snow (approx 30 cm) nor were my Appleseed neighbours' driveways in Winding Way who signed up with Appleseed. All the other neighbours with another snowplow service had their driveways plowed twice over the same time period. We were stuck in our driveways. The owner Ken was very rude and insulting to me and my husband and told his driver to remove the stakes from my driveway because I dared to complain. His driver admitted that they FORGOT ABOUT WINDING WAY AND THAT THEY SHOULD HAVE BEEN HERE AT NOON AND AGAIN AT SIX. Ken wrote us to say that I was a rich snob and I should learn to shovel my own driveway and he also wrote that money doesn't buy class! Ken must feel very frustrated with his many many unhappy customers in Winding Way and all over the city. My two other neighbours also terminated their contracts with Appleseed because he told them in an e-mail to "deal with it " when Appleseed did not plow their driveways last week. Ken admitted that he lives in Mexico all winter long "unlike us working stiffs" and does not return to Ottawa until April. He threatened my husband by saying he will "pay a visit when he returns from Mexico and it won't be pleasant" I recommend that he be put out of business or else provide the service people paid for without excuses from MEXICO!!! Ken is a bully who intimidates his customers to accept bad service with the use of silly e-mail notices about "being naughty or nice"...ridiculous...just do your job and stop slacking off in Mexico! Everyone else is working except you!!! When one pays for snowplowing service, one does not expect this type of arrogant, bullying, intimidating, insulting, unprofessional threatening behaviour. Spread the word and don't hire them ever again.
- Approximate cost of services:
- $450.00
- Company Response
Wow....pretty harsh but let me respond if I may point by point.
I'm sorry this issue escalated to the point it did Catherine and I am going to attemp to correct many of your "wrong assumptions" and incorrect comments.
1) Most seriously........I dont "live" in Mexico, I am actualy semi retired and an ordained Minister and I spend a little over a month doing much needed Pastoral Care in hospitals in Mexico.
I have a right to slow down in life and I oversee every detail and aspect of my business still when away via current technology.
I also have a large group of incredibly capable and experienced people that administrate my businesses.
2) I actually was here in Ottawa when I requested my supervisor pull your stakes "after" your laneway was cleared. We"d simply had enough abuse from you again after already working 45 hours straight for our customers days before Christmas....a stressful time for all. You fail to mention here Catherine your husband blocking the tractor in the laneway for some time delaying us in doing other clients that night?
3) Its not "bullying" Catherine. Its a vital policy we enforce in extreme cases in order to protect the staff , their morale and minimize abuse for them.
Last year again, instead of just advising us of any issue your husband sent in several rather insulting emails. We looked the other way. This year your husbands email to complain started out with "Mr Grinch" and went downhill from there with personal critisizms and negative comments totally unnescessary to address the issue. Yes, my back got up and i cancelled your contract.
4) You stated your neighbours cancelled too?
Truth be told here,your neighbours did not cancel as you mislead here. One neighbour I also cancelled as you and him were colluding together and he got involved and the other is still with us.
4) My Manager claims he did NOT state that your street was forgotten. That is just a false statement.
5) There is no threat neither made nor implied in my comments yet you are intent on manufacturing some issue here. Your husband even insisted we meet person to person in one of his hostile emails.
6) Your husband called me a horribly nasty name over 10 times in harrassing and provoking emails to me and my office staff....until we called our lawyer asking you to stop.
7) The Silly Company Email Bulletins?
A large majority of my clients are Seniors, handicapped or 'At Need' individuals who really can't manage in any amount of snow. Time and again clients have thanked us for these "silly emails" which actually put their fears to rest and comfort them that "yes, in fact" we are out working. Saves people calling in as well. Instead you sent us a rude email about them which partly prompted this whole issue....you could easily have simply requested to "unsubscribe from them" or "ignored them" but again you chose a more unnescessary negative, insulting approach. You won't get far complaining with insults and rudeness in most companies in my humble opinion.
My original ( and rather rude) email replying to you was in response to a similarily evil and ryde email I recieved...we both acted like two little boys throwing rocks in the schoolyard. I've admitted to that and apologized for letting his words get the best of me.Since then?
1 ) I have offerred an apology to your husband for my words, harshness and my responsibilty in this issue.
2) Offered a full refund to you providing you cease contacting us.Outside of doing these two things and taking responsibility for my part in this "fiasco" there's not much more I can offer here but the truth.
I regret it escalated to the point it did but these things can happen occasionally in the emotional world of snow clearing.
I'd suggest here we all put our stones down and move forward.
God Bless
Ken