This business actually gets a 1.5-star rating from me. I am an office manager for a small company in Austin. I called Austin Titan to set up an annual inspection of our five fire extinguishers.
I ended up not having Austin Titan complete the inspection because of the extremely lacking customer service I received from their receptionist / dispatcher.
During my first call to their office, the receptionist said she would schedule an inspector to come out "sometime at the end of the week". When I asked for a more specific time/date, she said that she could probably have someone come out on Friday, but could not pinpoint a time at all. Frustrating, but I was willing to go with it. It should be noted that the receptionist was not impolite or mean, just irritatingly vague with scheduling (I realize that this is probably her business' practice and not her fault).
The unprofessional service came after. The next day, my schedule changed such that I was not going to be in the office on Friday. I called to reschedule my "probable" appointment, only to reach the voice mail of a Sandra So-and-So. I was unsure that I had dialed the correct number since the business name was not mentioned in the voice message, but after checking the number twice (it was the right number) and calling back twice, I left a message asking to cancel the Friday appointment and to have someone call me back to reschedule. I also sent an e-mail since I was still a little paranoid that I'd left a message about fire extinguishers on some innocent woman's phone.
The week passed and I never received a response, neither e-mail nor a phone call. I tried calling the number once more, and again reached Sandra "Austin Titan Who?" So-and-So. I repeated my request that someone call me back to reschedule. After hearing nothing, I decided to go with another company and left ANOTHER message with Sandra canceling my appointment.
The cherry on top of the cake is that after the other company came and did our inspection, barely a half an hour passed before an inspector from Austin Titan showed up, ready to inspect the extinguishers (!). I tried to give them the benefit of the doubt and assume that I had called the wrong number (...five times), so to clarify, I asked the inspector "Who is your receptionist? Is her name Sandra? I left various messages for her and she never called back". The inspector confirmed that their receptionist's name was Sandra. Interestingly, he didn't seem to care that I had received very poor service from his company. He didn't apologize for the inconvenience or even seem particularly interested that I had gone with another company. He just shrugged when I told him that I had canceled my appointment and used someone else. It's clear that customer satisfaction is right at the top of Austin Titan's list (*sarcasm*)...
The only reason this place gets two stars (it should really be 1.5) is that someone DID actually show up. If they had been the only fire-safety company in town, I would eventually have gotten the service I needed. Thankfully, they were NOT my only option. If you want professional, personable, efficient and low-cost fire safety service, see my review on Safequip. read more
