THE WORST CUSTOMER SERVICE I HAVE EVER SEEN!
I was on right move looking for properties to rent and I came across a nice apartment, I put in my details and I listed 3 days that I can come in for viewings all were in the evenings.
I was then contacted by phone a few days after by Chase Residential to book me in for a viewing, the lady who spoke to me is called Chanelle Pierre.
She initially booked us in for Monday at 3:20 but I emailed her back saying if there are any later appointments and she said she can rebook us in for 4:30 which I agreed to.
Unfortunately we ran 10 minutes late due to traffic. The navigator was showing we will be there by 4:20 but due to traffic we were 10 minutes late. I realised at 4:05 that we will be late so I emailed Chanelle to apologise and inform her of the situation as her previous emails stated quote “Should you have any problems or if you are delayed, please contact us.”
I didnot receive and replies so I assumed everything will be fine.
I called at 4:38 to inform them that we are a minute away and that we are not sure where to park. Chanelle answered the phone, I was very politely explaining the situation to which she replied to in a very defensive way saying “but I told you you cannot be late or we will cancel the appointment” I was so shocked by her reply especially that I was so polite on the line and also she never said to me that if we were late they would cancel the appointment, in fact I only ever spoke to her once when she first got in touch to book us in and then all other communications with her were by emails and no where on the emails said that if we are late they would cancel our appointment.
Chanelle then puts me on hold for about 2 minutes then comes back saying we have cancelled your appointment because you’re late in a very rude way, I said to her but we have just arrived, why couldn’t they just wait a bit longer especially that it says if you’re delayed just get in touch which she then said to me well why didn’t you get in touch and I said I have emailed at 4:05 and she said “if you cared enough you would have called” at this point I was so shocked I said to her to transfer me to a manager, she refused to do that by first saying no one is available and I said to her then let me speak to someone else and she said what’s it regarding and I said its regarding your attitude, she continued to be rude and when I tried to speak to repeat my request again she said to me “I’m not gonna let you talk all over me” and I said I just want a manager, she then disconnected the line. I was getting so frustrated, I called again and she answered, as soon as she answered I said put me through to a manager it’s my right to put in a complaint and she said what’s it regarding and I said again it’s regarding your attitude so she refused to let me speak to a manager, I said give me your manager’s email or tell me how to make a complaint but she also refused! I was getting very upset as she was continuously provoking me by either staying silent or refusing to let me speak to someone else, I yelled just put me through to a manager and she disconnected the line again! Absolutely outrageous, you cannot deny people to complain!! By far the WORST customer experience I’ve ever had in my life. What an absolute waste of time. If she had initially apologised for the situation and explained that they would need to reschedule as the person conducting the viewing has left then no issues would’ve happened and I would’ve probably just asked to reschedule, but the way this Chanelle came in very aggressive at me blew things out of proportion, and also claiming she said to me that if we are late they would cancel the appointment which is a lie. She really needs to learn to be polite, I think that someone should talk to her soon before your business suffers. All of us need to learn something new occasionally. I guess it is her turn.
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