Andrew Clogg
5 months ago
TL;DR - Well-intentioned company but needs to invest in scheduling/texting software for appointments. Need to have dispatching software that includes detailed work-order notes. I never used this company. If the owner contacts me to acknowledge this feedback, then I will delete this review.
This company needs to invest in appointment scheduling software and/or texting software. For starters, my experience trying to schedule resulted in playing phone tag. It wasn't until the office lady Elizabeth gave me her personal cell phone that was I able to connect... while I was speaking with her, the office phone rang twice and, to her credit, she answered both calls and asked them to wait on hold. She blocked out a 4-hour window (8am to 12). Less than ideal, but ok.
On the day of the scheduled service, at 10 am, a different number callsme. (I had the office number saved in my phone and Elizabeth's cell... but did not recognize the number and did not answer). I called back at 11 and they had already re-routed a technician to another home.
I spoke with a Mark on the phone, who proceeded to ask me what work I needed to do and then tell me it could not be done by them. This is odd because I explained everything to Elizabeth earlier when I scheduled the appointment.
I wanted the shower faucet replaced. I purchased three different types in hopes one would match. Mark explained that light demolition (tile removal) was needed and they don't do that. This is frustrating because i explained the project up-front with Elizabeth when i scheduled.
To his credit, Mark asked me to send pictures and said he would assess. I sent pictures. He never responded. I asked via text please confirm and he called me back 10 min later and asked me what exactly do i need to confirm? i explained I sent him pictures so he could make an assessment. We talked briefly and then call ended abruptly... I was a tad rude because i was frustrated at this point for the poor communication. Even when i sent text messages, my phone would show them as read and there would be no response.
So, I'm not sure if i am qualified to give this review since i never used this company. I will say this company came highly recommended by a friend.
Lastly, i sent Mark a follow-up text, asking if he could tell me the name of the specialty hardware store i could check out for the the hardware i may need... 30min later and no response. I guess they are too busy to chase small plumbing jobs.
