Edit: I received a note from the business owner so I have amended a few of my statements in order to give the fuller picture. I do not feel that my previous review was in any way inaccurate or unfair.
Edit edit: My partner received a nice follow-up message, which is very good manners.
My partner originally contacted Cambium on 12/29/14 by phone and by email 12/30/14; they were apparently on vacation until 1/5/15 because we didn't hear back from them until then. They left a message on my partner's phone; he called back a few times and was told that they would return his call, which they did not do. On the 12th, he left an email requesting a call back and got another voice mail; it wasn't until the 13th that he and a Cambium representative were actually able to connect and schedule the initial visit for 1/21/15.
The scheduled visit was canceled last minute (due to the flu, which happens, but it's not a one-man job so they could have sent someone else as a courtesy for all the phone tag played just to set up the visit) and rescheduled for 1/28/15.
We had a big project in mind: expanding the whole yard, new fence, small patio, raised garden beds, turf for a dog run, all new plants. So even though we only have a townhouse yard, it wasn't as though we were planning on being stingy.
The guy who did the visit, Tim, had lots of great ideas and seemed to know his stuff, and we were excited to get started. However, we were told that they were so busy that they couldn't start the project until May or June; though we were hoping for an earlier timeline, we were cool with that and asked to have someone draw up a design and a quote for us. We were told that someone would email us right away to have another member of the team come over and take pictures and measurements, and then we'd get our quote, et cetera.
Instead, we got an email on 2/3/15 explaining that they're too busy and our job is too small for them ("After careful consideration of your project, and discussing it with my staff, we feel it is not a good fit for our firm. We can't be cost effective on smaller projects and we currently have a back-logged work load."), and a referral to a different company. I appreciate the referral, but if they were going to blow us off it would have been nice if they could have done it when we first tried to get in touch with them rather than leading us on for a month. Furthermore, it says in their materials that they do small jobs - they have a whole brochure dedicated to it - and at no point during the hour-long meeting with Tim did he ever indicate that our project wasn't worth his time.
I understand the necessity of turning away some business for the sake of doing the jobs you have right. What I don't appreciate is being ignored and misled; we're busy professionals, too, but apparently only their time requires respect. We were forthright about our project; if Cambium isn't interested in townhouse yards, which are smaller jobs by nature, then they a) shouldn't advertise that they do small jobs or b) let hopeful clients know up front that they don't have time to tackle small jobs at present. read more