Alberton — AVBOB Alberton are only interested in your money and seem to think they are doing you a favour.
My gran passed away on Saturday, August 15. We had received such compassionate service from AVBOB Alberton in 2013, when my uncle passed, that we chose AVBOB Alberton once again.
Our mistake! When we went in on Monday, August 17, we were greeted by a receptionist who made us feel she was doing us a favour.
Then we went into the branch manager’s office – not one word of sympathy was offered. It was all business. In fact, she didn’t even bother to ask the relationship of the deceased and just referred to her as “granny”.
She may have been our grandmother, but my mom was with us and she was my mom’s mother.
After finding out that we wanted a cremation she callously asked whether we would like the “cheapest coffin”, quickly adding that she had gotten into trouble before when using that phrase.
So why take away all dignity of our loved one by, once again, asking whether we wanted the “cheapest coffin”.
Is it too much to expect to be treated with compassion? She could rather have asked whether we wanted the coffin often used or chosen for cremations.
Upon being taken outside to view the coffin, she commented that it was not the nicest looking coffin, but served its purpose.
How absolutely insensitive! How can a person be devoid of empathy at a time a family is mourning the loss of a loved one.
We were informed on August 17 that it would take a week before we could fetch my gran’s ashes, but that she normally tells people two weeks, just to be on the safe side. All fair and well, but two weeks had passed and not one word from AVBOB Alberton.
When my mom phoned, on September 7, she was informed that there had been a hold up and that the doctor was on leave and unavailable to sign some paperwork. My gran had been lying at the crematorium since Friday, September 4.
When asked by my mom if they knew how traumatic it was for the family, she was told that the doctor was on leave and it was out of AVBOB Alberton’s control.
Once again, not once did anyone apologise or empathise.
But what do you expect from AVBOB Alberton? They couldn’t bother, out of decency, to inform my mom that there was a hold up and apologise because it was taking so long to return our loved one’s ashes.
(Letter shortened)
Editor’s note:
AVBOB responds: I have read Ms Antonie’s letter and I had a discussion with our representative in Alberton regarding this matter. Our representative gave her version of the events or incidents that led to the complaint but, under the circumstances, I think it is not important and wouldn’t contribute to a resolution of the matter.
What is more important to me right now is that our service did not meet the expectations of the client(s). I can assure your readers that good customer service is very important to us.
We do our best to make our customers happy. In this case our service did not meet Ms Antonie’s expectations and for that I sincerely apologise.
Marius du Plessis, Group Communications Manager.
