11-8-76
The Head Man
National Linen Service
P.O. Box 5324
Dallas, TX 75222
Dear Head Man:
I am writing directly to you, whoever you are, to register a complaint against your firm and to terminate the service you have provided to us for the past two and a half years. I could easily have called to ask your name, but, judging from past experiences when I tried to deal with your people on the phone, I doubt it would have been worthwhile.
On October 14, I called to inquire about the monthly bill you sent. It was for $26.25. We had been charged $5.25 for five service calls, each of which involved delivery of one toll towel. I questioned the amount because previously we had been charged $1.52/visit and our monthly bill ran in the neighborhood of $6-7.00. I called about noon and was put through to your bookkeeping department. A woman answered and listened to my inquiry, after which she tried to connect me with the service department. They were apparently out to lunch, however, and she assured me that she would have them call me right after lunch. When I hadn't received any word by 3:30 p.m., I called again and this time I got through to the service department. The man listened to my story again, said he would have to go through the records and look it up, but promised to call me back.
By Tuesday of the following week, I had still received no reply, so I called again. The receptionist at first said the head bookkeeper was in a meeting and would call me back, but I insisted that I needed to talk to somebody right then. The same woman I had talked to the first time then came on the line and said, " What is your problem, sir?"
I explained it again to her, and she said she would send a salesman out to our shop, "either today or tomorrow," to straighten things out.
Three days later, on October 22, the salesman had still not shown up, but I happened to be present when the delivery was made. As luck would have it, (at least I thought it was lucky), a supervisor was accompanying the delivery man. I cornered him, showed him the bill, and once again explained the story.
"We have started charge a $5.00 minimum charge," he said.
"Why weren't we informed of this in advance?" I asked. We received no notice of any increase.
I told him that it wasn't worth $26.00 per month for four towels and I said we wanted to terminate the service. He then got on the phone to someone with your company and worked out a deal whereby your routman would deliver two towels every other week and we would be charged at the old rate of $1.52/towel.
"What about this bill for $26.25?" I asked.
"Just hold on to it. Don't pay it yet, and we'll send out a salesman to adjust it for you."
And that's what I did. I was happy with the compromise and the supervisor seemed pleased about it too. It was a pleasure for me to do business with someone finally who could get things done.
However...
No salesman ever called.
On Friday, November 5, we received another bill from you, with the $26.25 carried over as past due, and an additional two $5.25 charged for towel deliveries.
But the thing that finally clinched it for me was the gummed sticker that you had affixed to the center of the bill. It says:
We are subscribers to Commercial Collection Division Dun & Bradstree, Inc.
A pox upon you and your whole organization, sir. I am through with you.
I have sent a check for all the charges you have billed us for in a separate envelope. That should ease your pain.
But now I have an ultimatum to issue to you:
If you don't have that towel dispenser removed from our shop by Friday, November 12, I will remove it myself and you can pick it up from the sidewalk outside at your convenience.
A very irate,
Roger L. Deen
for Swiss Coiffures
305 W. Centerville Rd.
Garland, TX 75041
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