This was my Google review which the company deleted or marked as it is not appearing. Pasting it here as it's essential to ascertain businesses and the overall customer experience:
I removed my legacy 5-star rating and am revising to 1-star. Such is warranted following recent encounters, a no show, inability to receive a return call from management, and the lack of actual customer support. I've been a client of this company a little over four years.
Should note, my tech is outstanding and is likely one of the best providers with this company. Needless to say, I dont fault him for the below as he is likely overwhelmed and unsupported by his management team.
a. Multiple Late Arrivals and Recent No Show
The last few months my tech either arrived extremely late or had to reschedule to the following day. Some of the occurrences were due to the conditions of the previous client whereby he needed to provide adequate time to complete the service. Others were due to miscommunication whereby there was a lack of follow up. As I do make every attempt to be reasonable, I'd adjust my schedule accordingly. The tech was always appreciative. While I never complained, no one from management ever called to apologize for the inconveniences. Despite this, I always ensured I provided a gratuity for my tech.
Recently, I cancelled my weekly service due to out of state travels. Upon returning, I reached out to my tech and got back on his calendar. The appointment was set for Thursday at 1:30PM EST. On the day of at 1:21PM EST, the tech reached out to advise the previous client was in really bad condition and he would be delayed. As always, I thanked him for alerting me. We had a brief exchange and I was told he would keep me updated as I didn't mind a later arrival that evening. When 7PM EST came and went with no contact, I reached out to the company via google chat. No response. The following day I called to ensure nothing went wrong with the tech and asked the answering service to have a manager return my call. Mid morning, the company responded to my google message indicating the tech's vehicle was down, another was enroute to him, but that the company hadn't heard from the tech. Oddly, such was a contradiction in of itself. I then responded with great dissatisfaction and disappointment that no one had called nor even conveyed an apology to me. Was then advised someone would call me. It's beyond close of business as I write this review. No call. No expression of apology. No attempt by management to cure anything (the no show and inconvenience).
b. Lack of Quality Customer Service
What I admired about this company was its dedication to it clients. I felt valued. And because of that, I didn't mind paying the premium amount for the service despite there being other like competitors with a similar or even better service in the PA / DE region. I used to drive about a 1.5 hours to Trenton for my detailing service.
A client should never be inconvenienced, negated, nor ignored. My interactions with my tech and the times I've called customer service have always been personal and professional. For instance, when my tech was out due to death in his family earlier in the year ... no one from the company called to adjust my weekly appointment. After two missed appointments, I reached out to my tech and learned of his loss. Nevertheless, the management team failed to alert me. Even then, I told my tech not to worry and to tend to his family as that was important. I then spoke with the company and they thanked me for understanding as other clients weren't as reasonably understandable.
I wrote the above to illustrate my partnership with this company and the relationship I've developed with my tech.
However, the last occurrence yesterday and today were unbecoming and truly disappointing.
c. Last
Based on the above, I can no longer recommend this company to neighbors, coworkers, and friends. I am truly disappointed in the management team and their inability to properly support my tech and reach out to make things right.
Sad. read more
