The lack of professionalism and inability to apologize for their shortcomings is staggering. The…read moreonly way I can rationalize their 5 star reviews, is that they must have been paid for. From start to finish, which was very short lived, they were rude, delayed, and disorganized.
I tried to set up an appointment via their online booking form. It took them 2 days to get back to me. No worries, I understand, they are busy. The woman finally gets back to me at 5 :30 p.m. on the weekend of Xmas. I respond with a confirmation first thing Monday morning and she notifies me that someone else has my appointment time already. So apparently, they give out the same appointment time to many people and it's first come first serve. This is where is all goes down hill. I let her know I think this practice is unprofessional and tell her that that 9 a.m. (one of the other appt times she offered) will work.
No response. Nothing, nodda, zip.
Day of appointment: Door bell rings 30 min early and it's some guy (who knows what his name is because he never introduces himself). We inform him that he is early and we aren't ready yet. He tells us that our appointment is for 8:30 (nope, it's 9) and then tells us that he has other appointments and can't accommodate our time. Then, he looks through his phone for the email chain and sees that it's actually set for 9 a.m. because he backtracks and finally says that he can do 8:45 a.m. Fine, I'm not happy about all of this, but fine. Through all this he never apologizes.
He rolls back up at 8:55 a.m. and when I answer the door, I explain to him that I'm confused by the mixup and let him know about the email exchange with the lady behind the email. He says, "Well, I'm here now so we can move on".
Um, no, we can't.
This is just getting worse and worse by the second and I tell him so. He comes in and as I'm letting him know that I'm upset by their unprofessional behavior and disorganization, he just stares at me. Doesn't say a word. At this point, I'm fed up and tell him an apology would appropriate. He then starts blaming ME for their unprofessionalism and horrible customer service saying that I took too long to get back to them in the first place.
At this point, I told him to leave and escorted him out. I have no idea if this was Mike, the owner, or not, but this was one of the most appalling customer service experiences I've had in a long, long time. This was NOT 5 star service as suggested by the other reviews on here. I guess, your mileage may vary with these guys?
So, I'll be using another company to make my spare bedroom into a walk-in closet.
In response to Mike's rebuttal, I wish he would have apologized for any of the mix ups at any point, however, he never did. Despite his completely inaccurate account of the story, much of which I have emails to prove. If he finds it insulting to know that I found the email exchange and early arrival to be rude and unprofessional (the "insults" spoken to him), then so be it. Hopefully he will learn from his mistake and provide more professional service to his future clients. And yes, I am the one that booked the appointment, and emailed with him the entire time. My fiancé opened the door.