I am writing to share my recent experience with Otto's, the exclusive provider for mailbox posts and paint in our neighborhood as designated by our HOA.
Service Request and Expectations
Our mailbox post had deteriorated and required replacement.
I contacted Otto's, selected the installation option, and paid an additional fee for a temporary post.
My expectation was that the temporary post would utilize my existing mailbox and that the old post would be removed as part of the service.
Issues Encountered
Upon arrival, the crew installed a temporary post with a visibly worn and unattractive mailbox, leaving my mailbox and the old post on the ground.
The installation did not meet my reasonable expectation that my own mailbox would be used, nor was the old post removed at this stage.
When I called to address these concerns, I was informed that the old post would not be removed until the new one was installed, which could take over two weeks.
Customer Service Concerns
The response from Otto's staff did not address my concerns or offer any solution.
There was no effort to improve the situation or provide the level of service expected, especially given the fees paid for installation.
Ultimately, I installed my own mailbox on the temporary post, a task that was simple and should have been included in the service provided.
Summary
Given that Otto's is the only approved vendor for these services in our neighborhood, I am disappointed by the lack of attention to customer service and the quality of the temporary installation. I expected a more professional approach and better communication, especially considering the limited choice available to residents. read more