Sadie Nash
Never even made it to the job to determine if theyre good at what they claim because the initial process was so bad. I had to repeatedly confirm my appointment, as I was sent notifications for several different times. When the time was finally confirmed, turns out they assigned the wrong address to my account. The estimator missed our appointment because they were sent to the other side of the city. The estimator was nice and apologetic and assured me the job could be quickly scheduled and accomplished. Because this was a time sensitive repair and it seemed like a honest mistake, I agreed. The back and forth with their office in order to get a schedule set led nowhere. They were not transparent about what the hold up was or when I might get an appointment. Everyone is very nice, but it feels like there is zero coordination or communication. It was like talking to automated systems every step of the way. After bothering them quite a bit, I was finally told a date that would work "weather permitting". I agreed to the date, but never got any other info, follow-up, or confirmation that they would actually begin that day. Then I woke up to missed calls and texts. Apparently they sent their crew to do the job despite having no information on when they should show up or how to get inside. The calls and texts were to express their absolute confusion over having sent their crew to... The wrong address. And upon realizing my actual address, they told me they dont have employees able to service my area. I waited weeks for them to make this happen, and after already having gotten it wrong and wasted a day of their time and mine, they went ahead and sent a crew to a random house. At this point, I told them this was unacceptable, that my repair was time sensitive and I was already behind. I asked for my money back and I went to a different contractor. In response, they continued to be be very nice and said they COULD actually get a crew to me the following day and to give them another chance. I politely declined, because the second contractor had already shown up and completed the job within 24hrs. I got no response because by now it was new years eve. So I sent a follow up, and got another long response asking if they could just apply the the total to another service. This felt like a desperate attempt to keep my money and I was tired of the lies. I told them I wasnt going to fight for the money, but I would be reporting the experience to the BBB and posting a review. This was when they backed down, clarified they didnt intend to keep my money, and sent me to the owner to process the refund. At this point I had already rated the company 1 star and began writing a review. This owner was also nice and apologetic, sent the money, and then asked me to consider removing the 1 star. I never finished writing the review, because I was happy to have gotten my money back and decided to let it go. I actually forgot about the star. And then the calls and texts came through. The office didnt understand the review, didnt seem to know who I was, and wanted to find out what happened. Then came the estimator, expressing his apology for the confusion and asking me to consider them in the future. I would never. And now today, over a month after this insanity began, I got another call and another text. So I called and told the woman who answered that I was being contacted and to please stop. She told me she didnt know what I was talking about. I told her ok thats fine, Ill contact the owner about it. Assuming this man would have the power to communicate with his employees, I explained what happened, told him not to contact me again, and that if I got any more communication from his company that I would post, in full, what happened. This man had the audacity to send me back a picture of his screen with my (otherwise blank) 1 star review on it "So it looks like the review is still up" So here I am, following through on what I said (must be a new concept to them), and giving that star some well deserved context.
