I work for Whipple. One thing that is
consistent all year round is our highly professional technicians who we send through drug screens, background checks and rigorous training to make sure that we are top of the line performers for our clients. We don't have the lowest prices but we will have the best warranties, the best customer service and 24 hour services for anyone and everyone.
I have seen comments about us being a "rip off" and how Whipple employees are nothing but "scam artists" and the like. As a manager, if I ever saw any of my employees taking advantage of any of our customers, they are fired on the spot. We do not tolerate bad customer service. So much in fact that we have a strenuous training program for all new employees both in the field and in the office. I know, because I have helped create that material! I also know that our owner will do anything and everything to make sure our customers are happy.
I am writing as a former employee who
worked for the company. During my time there I learned that the company is on its last legs. The horrible business practices by Kent R. Whipple are astounding. Let me start from the beginning.
I came on board to do a job that I was a bit over qualified to handle. I was told that the company has been going under a lot of changes and it was my job to help us push along. I was excited in hearing that because I love working from the ground up. But when I get into the office I began to regret my choice in joining Whipple Service Champions.
The company is broken down into steps. You start with the Client Care Department. A phone call comes in... (whether the customer is calling or the Rep is making outbound calls to their members or ANYONE that is in their system. That is right, if you called in asking a question about Whipple's services, they will save your number to call you at a later date!)...and the rep will book your call. They are trained to make sure not to mention hidden fees such as the 69.50 dispatch fee or that if it is a warranty issue that it is up to the technician to decide if the problem is under warranty until the last line in the call. They do this so you feel obligated to book with them after the 5 minute long phone call.
From there it goes on the board and awaits a technician to go out and fix the problem. Before this however, they will call you to make sure you are there. Now here comes the shady part... if you purchase a club membership you are put into the same queue that you would be if you were not a member. That means when you read the contract and it says "You get put ahead of everyone that isn't in your membership bracket" it is nothing but a lie.
So then the tech arrives and takes a look at your problem. Let me assure you that they will find even the slightest problem with your system in hopes to charge you an arm and a leg. Why? Because they get paid on commission. I personally have seen so many complaints about this issue that it made me sick to my stomach. I have seen technicians take advantage of the elderly or people who don't know anything and think that "Whipple is an honest company... they will help me!"
When you do have a problem with the company you call in and make your complaint. But here is where it gets tricky... if you don't have all your documentation they won't help you at all. Even when you have all the information they will still drag it out. This is indeed largely due to the fact that their accounting department is in such a mess that I am not even sure how they are operating legally. I am surprised the IRS hasn't audited the entire company.
Finally, and on a personal note, Kent Whipple (In my opinion) is the worst employer alive. Kent demands that you do everything his way or he threatens "other options". He has a way of making you feel like you are but an insect under his giant boot. He talks down to you and expects you to do it right the first time, regardless of training or understanding. You are nothing but a scapegoat under his reign of terror and as such you are expendable. I truly feel sorry for those that work for this monster, specifically the managers that work directly under him.
Please stay away from this company. They do not practice legally nor ethically and you will find that you will be worse off than you started.
Great Service. Technician's name was Byron and he did a great job. Very Professional went above and beyond to help out and provide great professional service. Other's have posted negative reviews, My experience was very different. Would Highly recommend.
DO NOT USE THIS COMPANY!!!. After 4 service calls my furnace still isnt workinjg right and now I'm told that it will take 3 months for them to write me a refund check! DO NOT USE THIS COMPANY!
Nice People. Always get a second opinion,
Frustrating experience. I had set up an appointment for them to come out and look at my water heater. They said they would be at my house between 10 am - noon. When noon came and went and I hadn't even gotten a phone call from them, I called the office. The woman confirmed that 'Jason' was supposed to be at my house and said she would find out where he was. She put me on hold for 5 minutes, during which time I got to listen to the Whipple commercials over and over again that talk about how much they understand how important their customer's time is. I finally hung up after 5 minutes on hold. I went out to run errands and when I got home, I had a voicemail message that was left at 1:30 pm from some guy saying that they weren't going to make it to my house that day (no kidding!) and I should call back to reschedule. No apologies, no explanations. It wasn't until then that I googled the company and started reading reviews. It sounds like 'Jason' did me a favor by not showing up. I went with another company.
their service was totally outstanding!. I've had Whipple Plumbing come to my house a number of times. They have always been great but this last time was the very best. I had a really bad leaky pipe that luckily, I caught before it caused any EXTREME damage. Whipple was here very quickly after I called, and they got it all fixed back to normal. The plumber was so friendly. He explained everything to me that needed to be done and made sure I approved of everything before he started. I was just really impressed with everything.
They were fast and helpful. I had a really slow drain in my home and I saw Whipple's ad in the paper for a drain clean. It was a really good price and guaranteed to fix it so I called them. They were booked out for a week but that was ok with me because It wasn't an emergency. They came and in 20 minutes had the drain running good. I am pleased with them. they had good service and were on time and did a great job. I hope they still have the drain special next time too!
I had a great experience.. I had a backed up drain that was flooding into my basement. I called whipple and they had a repair man at my house in a half hour. (and it was after hours!) The man stayed at my house working to get it all fixed until midnight! This impressed me a lot. and it kept the water damage to a minimum.Plus, any man who works till 12:00 am for a company shows something! he was great! He was very friendly, informative and professional. I am glad I had Whipple come out. They are my new plumbers!
Great advertising - disappointment in everything else.
1. In trying to take advantage of an advertised replacement toilet I was assured by the telephone sales person that the toilet was a higher comfortable height than the standard toilet that I had. When the service person arrived - not so. I ended up paying more than twice as much as the advertised toilet to get a higher (handicapped) toilet.
2. I told followup customer service rep about my experience and she said that she would see if any further discount might be available because of the promise made by the scheduler. I never heard from her again.
3. Because the plumber who replaced the toilet was sooo very nice, I signed up for your ongoing service. I scheduled the included furnace cleaning for arrival between 8-10 am and surprise, surprise, no show and no call.
4. I complained to "Robin" about the lack of service and rather than apologize, she just stated over and over that you were providing service as promised (just some other time and - because I had to go to work - some other day).
Don't believe anything they say.
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