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Here’s The Scoop…LBTS- VFD Complaint….

COMPLAINT SENT TO THE TOWN MANAGER…..

LBTS-VFD Complaint
Friday, January 9, 2009 9:57 AM
From:
“Barbara Cole” <[email protected]>

To:
[email protected]
Cc:
[email protected]
1/9/08

Madam Town Manager Colon:

I am informing you as the Town Manager and the person responsible for “oversight” over the LBTS-VFD of an incident that occurred yesterday Jan.8, 2009.
I had made several attempts on the previous day Jan.7th to reach the VFD in order to make a request for public records.
I called in that morning to find no answer and no answering machine.
I tried again and did finally hear a recorded message from Rev. Jim Pollock, informing me of no one being in, to call 911 if it was an emergency and to leave a message. I chose not to.
I called again in the afternoon, again  no one answered,  just the recording.
I then tried to reach Chief Perkins on his cell, a number I was given by him. I had no answer, there was a recorded message, which was not the Chief and no option to leave a message.
I decided to send an e-mail with my request with a copy to you.
The following morning, receiving no response to my e-mail, as I requested on it, and hoping to reach the VFD Secretary Cheryl, who was the person I dealt with previously for such requests, I called.
This time a FF named Daniel answered, courteously and properly. I gave him my information and asked that he have Cheryl call me back after she returned from the bank, as he had informed that she had gone there. I wanted to confirm with her that I could pick up my request on Friday.
I did not hear back from Cheryl, and decided to call her to confirm, again, no answer at the office.
In the afternoon, I called again, Cheryl answered the phone.
I said who I was and what I was calling about, and Cheryl then got very nasty, told me they were busy, they received my e-mail and that I did not need to be calling them all day!
I responded I did no such thing, tried to explain the above scenario and she hung up on me!
Manager Colon, I do not care if the VFD is not happy with me or my request. I do care that they hung up on a taxpaying resident who is a customer.
They violated their own LBTS-VFD-SOPs on customer service.(page 5)
I did receive an e-mail from Cheryl later in the afternoon with an outrageous charge for the minutes of $25 when in the past it was a few dollars at most, for the few pages required.
I have been told this type of price gouging , if it was indeed for the minutes only, is a violation of the state statue.
I do not think it is proper or acceptable for our public safety contractor to not be manning the phones.
I expect as a resident of this town for you to look into this matter and for the Chief of the Fire Department to take action per his own SOPs.
I look forward to your response in this matter.
Sincerely, Barbara Cole.

cc- Chief Perkins

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