So, it took a lot of thought before posting this review, because my intention is not to bash this company. But, I had to come the realization that the whole reason why I went to Yelp in the first place, was to get honest reviews of people's experiences with companies I'm interested in doing business with. And this company had great reviews. Unfortunately my experience was not at all positive.
I called on Tuesday Dec. 5th around 11:45 am and spoke with a young man to request an estimate for a complete kitchen remodel. He informed me that he could have someone out today (Dec. 8th) at 9:00 am. I had to move some things around, but made it happen because we are very interested in getting our project started. I thanked him and booked the estimate.
I called back around 2:40 pm, to get an approximation of how long the estimate would take, because I had an appointment at noon that I could not miss. The young lady I spoke with asked for my information again and verified my appointment and informed me the estimate would take around an hour. Perfect.
Well, today my wife and I waited patiently for someone to show up. We waited for over an hour. No phone call. Nothing. Just before 10:15 am, I called the office to ask what happened. The young man who answered, sounded exactly like the young man I booked the estimate with, but said he had nothing in their appointment book for me. Huh? How? I spoke to you. He said his name was Gabriel and asked who I spoke with. I told him "I'm pretty sure it was you or someone who sounds very much like you. I also confirmed with a young lady a few hours later." Unfortunately I didn't think to get names for something this simple. Gabriel said he would figure something out and get someone out asap to get us an estimate. He called me back about 20 minutes later and informed me he could have someone out at 3:00 pm. In fact he said, if I was ok with it, they would more than likely be here early. Approximately 2:45 pm. I would have to move some more things around, but welcome to home improvement! Let's just get the ball rolling.
I waited patiently. Nothing. Again. Finally, at 3:25 pm, I received a call from Mario informing that he had some problems and was just then leaving Riverside (a solid 25-40 minute drive to my home) and was on his way. He did apologize, but it was what he said next that truly troubled me and forced me to actually write this review. He said "The truth is, my truck broke down and I had to borrow a vehicle to make my appointments. My office just didn't want to tell you that. But I want to be honest with you." Honest?! Now?! After your "office" told me they had no idea who I was, or claimed not have any recollection of our conversation or appointment? While I had to move my appointments around and inconvenience my clients because you people didn't want to tell me the truth? We are compassionate people. Things happen. LIFE happens. We get it. But PLEASE don't lie to me and tell me you don't know who I am or recall the fact the I spoke to two different people confirming my appointment! The one thing I have ZERO tolerance for is dishonesty on any level. Especially with a company I'm looking to spend $30k plus with!
As a business owner myself, I truly do understand that things go wrong. Things happen. But customer service 101 is communication! You MUST keep your customers informed at ALL times. Especially if it's simply an unforeseen circumstance that's out of your control. I have never had a customer not be understanding when they are kept informed as to what's going on. I would have most certainly been JUST as understanding if I had been told the truth, and not lied to. Even after everything I had gone through, and appointments I had to move, I would have most certainly still understood. Once agahings happen. But it was the blatant dishonesty that forced me to write this.
I included screenshots of all the calls made. I want to be clear that I REALLY wanted to do business with this company, because of all the great reviews. Unfortunately, I was never able to get that far. I hope Mario, that you were able to fix the truck, but more importantly the customer service. That's what cost you our business.
Update: Both Mario and Ricardo (owner) reached out to me a few weeks after this review was posted. Although no one essentially took responsibility for not telling me the truth about the vehicle breaking down, I can say that they both seemed genuinely apologetic for everything I was put through. I honestly do appreciate them reaching out to me, albeit several weeks later. Both Mario and Ricardo agreed that there was a MAJOR breakdown in how things were handled and actually thanked me for the post and letting them know how badly they failed. I definitely respect and appreciate that. We do wish them the best and hope they are sincere in addressing these issues. I have subsequently updated my review to 3 stars for the effort. read more