Pellerini Proclaims...

Today, after leaving an extremely well-needed massage, I received the best text message in a really long time.  The past few weeks have filled my text and email inbox with messages such as:

• “We are missing X document for the mortgage on your new home closing” 4 days before said closing date (which I had previously sent) and two of the 4 days being the weekend.
• “Your kitchen cabinet doors will be delivered in 2 weeks (after closing)”  Nice, right?
• “The closing date you provided me was a target” – in response to the fact that my loan officer decided to submit my final paperwork on a Thursday night, which preceded a holiday on Monday with my “target” closing that Tuesday.  Tuesday came and went…all I can say is that I would never recommend a mortgage company that contains the initials WF.  Just sayin’.
• “Your HUD is incorrect – it should be more $.  I have this random invoice that is not an exhibit of your contract (I wonder why?  Maybe it is not applicable)” = this comes from our loan officer who was questioning the builder on their final price
• After pre-planning our flooring for our second floor with a big box company that may have a logo with the colors orange and white, on the day of installation I was told that the estimators did not properly review the sub-flooring (even before the obligatory carpeting for closing was laid), causing our builder to kindly jump in and fix that orange and white company’s MASSIVE error, delaying installment for 4 days.
• From a company that dotes a small number of guys per vehicles…”No problem Mrs. P – 3 guys, 1 truck, 6 hours” – - – -ha ha ha ha- try 5 guys, 2 trucks and THIRTEEN hours.  Luckily, the guys were super professional and caring, the company realized their error and we slept like babies that night.
• “Yes ma’am, I do see the super huge seam in the carpeting that goes straight across the center of your room.  It’s due to the taping under the carpeting and the light that hits the area.” OK thank you regional manager from a carpet company starting with an S, now what are you going to do after this was brought to your attention over a month ago?  Now we’re moved in and I cannot unpack my kids’ toys and books and make this the room what I want it to be…hmmm

If you know me, I am not one to complain.  I always look for the brighter side of every situation.  This homebuilding experience has added years to my life; the mortgage process has made me question the standards of which some of these companies choose for their representatives; and reminds me why I will never move again.

Please don’t take this as me being ungrateful, for that is not the case.  I sit here tonight, watching my boys swim in the pool, loving the cooler weather, and am eternally thankful for what I have.  I just wonder where the concept of customer service has gone.  I know this lack in customer service is not only in the homebuilding, mortgage, or moving industry.  It spans across many sectors.  In a time where the economy is somewhat weak, to say the least, I would expect stellar customer service.  I am one, that when introduced to someone that provides excellent service, will tell my friends.  I want those people to prosper.  When introduced to someone on the other end of the service spectrum, I shall yell it from roof tops (discretely LOL).