A few of our neighbors heartily recommended this place but for the life of me I don't know why. It…read morewas worse than pulling teeth for them to get back to me (they never did, I finally got 'lucky' and someone answered the phone), but then they never showed up, TWICE, no phone call and no apology. Instead, I got an earful how 'Steve' got no work done because he didn't adhere to his schedule and went to the wrong address. ??? Why do I care? I don't. Five hours after the fact and 'Steve' didn't check in with the office, and the office didn't reach out to say 'Oops, we did it again.' Not getting a third chance to not show up. **For a quote.** Imagine if we'd scheduled to do the work with them? As if.
rec'd this defensive, unprofessional response from the owner, Debra W., who continues to demonstrate customer service doesn't exist at Bestway, although she did make my husband laugh aloud at her, so there's that positive, I suppose.
"We aren't perfect and never said we were. We have been working 14-18 hours a day. I personally I have had 3 days off since the fires. The crews have had one day off a week. We are tired, we are exhausted, but we are trying to do the best we can. As a resident of Lafayette, and Louisville we are not gouging our neighbors like other companies. And we get alot [sic] of complements [sic] every day. So we must be doing something right. We don't make you sign a contract and we get the highest results out there so you are free to go with who ever you like."
We did go with another firm, NetZero, who had excellent customer service, showed up every time they said they would, doesn't have one "sign a contract," has received numerous compliments and recommendations from our neighbors here in the Marshall Fire impacted neighborhoods (Superior and Louisville), did all the paperwork for us with the rebates, and charged a fair price, no gouging.
Tip to Debra W.: next time you get a negative albeit honest review, instead of lashing out at the reviewer, take a moment to really read it and see what you can take away from it. If you still feel moved to reply, instead of being ugly and defensive, maybe say how sorry you are about the two no-shows and the poor customer service, that you are exhausted, etc., although that's no excuse, and you're sorry this customer slipped through the cracks. You can add that as a Lafayette resident you take treating residents of Louisville and Lafayette (and hopefully Superior, Broomfield, Erie) fairly. You didn't choose that path this time, perhaps you will the next.