Justin Rebber
3 years ago
My initial experience with Lite it Up was pleasant, working with Bryan to receive a quote for a simple job. He was prompt, professional, and talked me through his plans to complete the work. I then attempted to schedule the job on a day/time that Bryan told me was available while at my house. I called first thing in the morning to be told that it was not available and therefore had to begin working on rescheduling my patients for the next week to free up an afternoon so I could be present with their restricted availability. 8AM-5PM (job finished by 5) is a bit ridiculous when working with full time working customers. After rescheduling my patients, I then call back to set up an appointment and am told that the only time remaining on that day was a window of time that I would not be available for the first half. This is due to this window not offered to me previously and had rescheduled patients to be available by 2 for the 2-5PM window that I was initially offered. So instead of arranging communication with the technician to see if a later time would work I was told this was the only thing available for that day, so I took the slot. Then comes a text instead of call that day informing me Bryan was on his way, so nothing was communicated to him about my time restraints and was unable to contact Bryan directly to speak with him about not being able to arrive until 1 hour later. This is when I had contact with Steven who lets set the stage by noting he is listed as the “co-owner.” Which I feel bad for the future of this company if he is running the show. Steven contacted Bryan who spoke with me stating that it shouldn’t be a problem for him to begin the job at 2 PM and worst case he was going to attempt to complete his 4 PM job sooner to free up time. Reasonable approach to the issue, until Steven gets involved telling Bryan to cancel the job. I then call the office back to reschedule the job to another day even though I am frustrated with this process already and the fact that I moved an afternoon full of my patients, freeing my afternoon, which now was for no reason. Steven provided the WORST customer service when handling my call and even sighed and said “oh my gosh” as an upset teenager would do when they don’t know how to have an adult conversation. I was then told by him that if I wanted to reschedule that I was to be charged $150 for a rescheduling fee. I quickly assessed him confused as it was ridiculous to ask this of a potential paying customer. What kind of moron would reschedule a company attempting to charge $150 more than the quote. I hope you can see at this point that Steven doesn’t know how to run a business or operate under stress. As I am explaining my side and disagreeing with the bold request of $150 to reschedule, he hangs up on me. I call back after treating my last patient to speak with him again to resolve the issue, and when referring to myself as a customer he stated that I am not a customer because I haven’t paid them anything and that he is “firing” me. Hung up again as if to solidify his incompetence of listening to a CUSTOMER, offering solutions, and speaking to me with respect. Hence, here I am, booked with another company with way more 5 star reviews and guess what...better availability! So to say that I would not recommend anyone to Lite it Up is an understatement. I just hope for the sake of the electricians working there, that they find a different co-owner. Good luck Steven I hope you find more “customers” to turn away.