I am in Property Management and we were unhappy with the gate vendor we were using so I did a search and stumbled upon California Gate. I liked them because they responded quickly and I could request service via e-mail, which to me is very convenient. I was ready to switch and make them my go-to vendor for this particular property.
However, the last service request I submitted ended up being a pretty bad experience. I contacted them and provided pictures of what service I needed done. I was told they were going to work on a quote with their service manager and would get back to me. I had to follow up with them 6 days later to check on the status of the quote. It was only then that I was notified by their customer service department that the pictures I provided did not help and they would have to send a tech out to assess in person the next day. Ok, no big deal. Pictures aren't always the best reference. I understood.
FOUR days later (10 days after the initial request) I had to follow up with them...AGAIN. The response was that the service manager needed more information so a tech was being sent THAT DAY to look at everything. (But wait, that was already supposed to have happened 3 days prior...?). They said I would get a quote shortly after the site visit. When I expressed my displeasure that it had been 10 days and still no quote or repair had been done, I was told they had extremely high call volumes, all service requests were a priority, but I would not receive a quote until the following day.
I waited until mid-afternoon the following day to allow them ample time to provide me with a quote. Worried the end of the day would come and I still wouldn't have a quote (as I was learning to expect from them), I contacted them...AGAIN. Their response basically said that they looked at it and realized it is not something they could repair. ELEVEN DAYS it took for them to figure this out.
Had they provided me with periodic updates on why my request was taking so long, I probably could be more understanding over the whole situation. But with how it was handled, I'm left with the impression they have enough customers and don't need my business. Needless to say, we are moving to a new vendor for service. read more