Got a voicemail from one of their staff, to which I returned the call but got their voicemail. I left a message asking to call me back, but never heard from them again. I also got an email from their office asking what the best way to get in touch with me would be (after I got a call from their employee) to which I responded saying that calling my cell is the best way to reach me and that I left a voicemail with their employee and hope to hear back soon, but never heard from their office again either. Which, is OK, because I got several other contractors who are interested in my business to respond and provide quotes, as I'd rather work with a business that is attentive to their customers and actually responds to messages left with them.
Updated after Response from Management (below):
Wow, I must give kudos to who wrote the response, well done in deflecting the blame back on to the customer... But, let's break it down shall we:
First sentence apologizes, not for something they did, but for my experience being outside of my expectations. When in fact, it would be common for all customer expectations to receive a return call and/or a return email response, so that's not something specific to me.
Second sentence, goes on to claim they were attempting to contact me to let me know my project doesn't qualify for their typical jobs. Well, that's an odd way to contact me to let me know you're NOT going to take the job, by leaving me a voicemail asking when the best time would be to meet, and then sending me Yelp message thanking me for considering BPC as an option for the work I'm looking to get done. Even in the email, it clearly states that they perform work such as ... "structural repair..." which is what I needed, along with new changes to a wall, and possible replacement/remodel of a gas fireplace. And yet, even after NEVER having spoken with me they claim to know that my job didn't qualify for their limits. Again, that's pretty impressive on shifting the blame away from poor customer service to a made-up claim that MY job was the issue. I wonder if they do that to other customers when something goes wrong in a project, and they blame the customer for the issue? Makes you wonder? Mmmm
The last sentence appeases the customer as if they're customer service is ready to help in any future project. What would have been nice, would have been a simple... "Hey, sorry about not returning the messages, it fell through the cracks, and we'll strive to do better next time." That would have been an awesome response, but making up stuff and blaming me and my expectations for what I experienced in trying to work with their company... that's just BS.
And so, the 1 star stays, since I can't lower it anymore. read more