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Sep 28, 2011

RE: I must be doing somthing right!

Roof Cleaning Virginia 540-949-6277 · Roof Cleaning Institute of America Premium Member/MODERATOR

As most here agree that SM is nothing but a PIA, it at least paid for itself with a lot of head aches! Too many leads that don't work, too many leads where the customers states they weren't looking for that service and the list goes on. Try to get a refund for a bad lead. I only got one and it took a 15 min. phone call. SM is full of nothing but cheap tire kickers!

I turned it off as long as I could and that took a phone call. It won't turn on until January and come January, I will do it again. Cancel? That is an option but I am trying to send a message. I would hope those reading this post who also know what SM is all about would voice their opinion with SM "no customer service"! Below is a reply I got to an email I sent them. This was received on 9/7. No further response from SM to this date. All they care about is the money they get from the sign up fee and the leads. Nothing more.

Dear Brett,

Thank you for your email. My name is Bill and I will be assisting you today.

We take your comments, questions and concerns very seriously. In order to provide you the best possible service I have forwarded your email to our Customer Experience Management Team. A senior member of our staff will review your account and attempt to contact you to review your account.

Once again we thank you for this opportunity to address all of your questions. Please be expecting a call from us regarding your ServiceMagic account.

I want to thank you for being a member of ServiceMagic, and we look forward to speaking with you.

Best Regards,

Bill Coye
Customer Service Specialist
Phone: 877.947.3639
Fax: 866.420.7881
www.servicemagic.com

Sep 28, 2011

Roof Cleaning Virginia 540-949-6277 wrote:
As most here agree that SM is nothing but a PIA, it at least paid for itself with a lot of head aches! Too many leads that don't work, too many leads where the customers states they weren't looking for that service and the list goes on. Try to get a refund for a bad lead. I only got one and it took a 15 min. phone call. SM is full of nothing but cheap tire kickers!
I turned it off as long as I could and that took a phone call. It won't turn on until January and come January, I will do it again. Cancel? That is an option but I am trying to send a message. I would hope those reading this post who also know what SM is all about would voice their opinion with SM "no customer service"! Below is a reply I got to an email I sent them. This was received on 9/7. No further response from SM to this date. All they care about is the money they get from the sign up fee and the leads. Nothing more.
Dear Brett,
             Thank you for your email. My name is Bill and I will be assisting you today.
We take your comments, questions and concerns very seriously. In order to provide you the best possible service I have forwarded your email to our Customer Experience Management Team. A senior member of our staff will review your account and attempt to contact you to review your account.
Once again we thank you for this opportunity to address all of your questions. Please be expecting a call from us regarding your ServiceMagic account.
I want to thank you for being a member of ServiceMagic, and we look forward to speaking with you.

Best Regards,
Bill Coye
Customer Service Specialist
Phone:  877.947.3639
Fax:  866.420.7881
www.servicemagic.com

As I said, I have never heard anything good about SM.

I have heard duplicate stories to yours by guys who tried SM though. So that must be common practice with SM?

Guest

The only way for SM to work for us is to be as cheap as possiable. I tried it for 2 months and always got beat by 150 or more by another member on here who was and is taking work upto an 1hr an a 1/2 away from where he is based out of and he was just lowballing everyone. So i concluded that if your a lowballer like Roof Top MD then you will do very well with low profit margins and running around the state of new jersey. Is this to personal here i go again.LOL

I really am just calling it like i see it.

Sep 28, 2011

Diamond Roof Cleaning New Jersey (1-800-Roof-Clean) wrote:
The only way for SM to work for us is to be as cheap as possiable. I tried it for 2 months and always got beat by 150 or more by another member on here who was and is taking work upto an 1hr an a 1/2 away from where he is based out of and he was just lowballing everyone. So i concluded that if your a lowballer like Roof Top MD then you will do very well with low profit margins and running around the state of new jersey. Is this to personal here i go again.LOL

I really am just calling it like i see it.

Hmmmm, sounds almost like listening to myself talking! biggrin

Hey, just the facts, it ain't always pretty talk!

Roof Cleaning Virginia 540-949-6277 · Roof Cleaning Institute of America Premium Member/MODERATOR

After my post here yesterday it prompted me to reply to the 3+ week old email that I got from Bill at SM.

Bill,

I have waited for almost a month now and no response from "Customer Experience Management Team". I have posted your email reply to my email along with my experience to a thread here, http://roof-cleaning-institute.activeboard.com/t44679871/i-must-be-doing-somthing-right/

Notice at the bottom of the home page: Registered Members: 2,479 Topics: 6,769 Total Posts: 77,594

Do the math with the numbers. And... this is only one forum. Many people there are members on other forums with even larger numbers.

If SM continues to do business in the manner they have been using, more and more will not only go away but will not sign up. Personally, I feel that SM could be a good service but they are only interested in one thing. Money!

I received a call on my way home from a job:

Mandy Black
Online Customer Liaison
Phone: 303.963.8066
Toll Free: 877.800.3177

I was on the phone with her for over an hour and was impressed by her ability to listen as well as repeat back my (our) concerns. Most of the conversation was her truly trying to understand what we don't like and what changes could be made. She has been with SM for 4 years and is not your typical customer service representative. Not once did I feel pressured or hurried and at the end she was willing to offer pointers and some helpful ideas. She stated that my concerns would go up the ladder but of course, no guarantees.

One thing I will say is that I was surprised to received a phone call in less than six hours of sending my email and her first words were to apologize that someone didn't follow up as was previously stated in an email.

I'm not saying the SM is perfect now but I do have a better understanding and after talking to someone who doesn't use the word NO as a first defense, is a breath of fresh air.

I posted her contact info because she said she was/is willing to discuss any problems someone might have.

My

-- Edited by Roof Cleaning Virginia 540-949-6277 on Thursday 29th of September 2011 09:41:17 AM

The Roof Cleaning Institute Of America Training & Certification Forum "Find A Certified Roof Cleaner Directory"

The Roof Cleaning Institute Of America Training & Certification Forum
"Find A Certified Roof Cleaner Directory"