PT 2 of the M2 REEVES saga
Doug
Submitted this review about
M2Reeves LLC
Review made Live: 6/2/2010 2:23:00 PM
We are still waiting for our car to be picked up, but I wanted to get this review out there as soon as possible. I was hasty in my first review of M2. We were charged the initial deposit, our car was not picked up as scheduled, and no one answered the M2 phone or even had an answering machine, I thought we had been taken by a scam. (I had not been able to contact the driver that M2 had informed of either, which further added to my suspicion). The truck dispatcher, and new driver, that we were connected with seem very reputable, and on the ball. As for M2 customer service, I am very displeased and shocked. You can tell a lot about a company by how it manages problems that invariably come up. In our case, we could not get a hold of a person for a few days, and when our pick-up date passed with no pick-up, we thought the worst. When I finally got a hold of M2, they initially were courteous, however, when the sales associate was put on the line, she turned on me when I explained our fear of the whole situation. She said "how dare you write a bad review and make me look bad," demanded that I change the review, and then hung-up on me. I used to teach Total Quality Management in the 90's, and this sales associate reflected poorly on the company. She forgot that the company is there for the customer, not the customer for the company. From other representatives that have contacted me from M2, I believe that M2REEVES LLC is a reputable company, however their training of sales associates in customer service is obviously lacking, and I will steer clear of this company in the future. For corrective feedback to M2, I submit the following: 1) train your sales associates in customer care, with a focus on having them put themselves in the customer's shoes, 2) get an answering machine that will give your customers the ease that you are who you say you are, 3) if you schedule a pick-up time during the weekend or holiday, make sure an associate is available (or on call) to handle problems that come up when you all are out of the office.
