This is common for our Techs. They are given "points" for each job, representing how much time the job takes. They must complete "X" number of points per day, for quota.
If a tech falls behind, ( maybe a rookie or just doesn't know what he is doing !! They have high turnover, and will hire anyone! ) By saying he went to the call and no-one was home, he still gets the points towards quota.
I have had techs for service calls at MY house, on a dead end street pull this. Mind you, I watched their progress and open calls on my laptop VPN. I saw them leave the prior call, on the system. I was sitting in my front yard the whole time... 1 Hour later the tech closed the call, saying their was nobody home. He NEVER even came down the street, and he didn't call !!!
I called dispatch directly and they said he was booked up solid for the rest of the day...
This is very typical, is done every day and is a total lie to the customers.
If they try and pull this with you, contact:
Executive Customer Care number is 203-351-2221.
Let them know this is NOT acceptable.