Our experience with Omni started out well, but quickly turned into a hassle…read more
I had no issues with the salesperson Reid (initially), he explained clearly what needed to be done to fix a crack in our basement and I was happy to proceed with the quoted price. He said that we would need to contact Reliance to move our water heater for the repair, no problem.
The issues started on the day of the scheduled repair, I got a call that morning from Jocelyn that the technician called in sick. Fine - people get sick, so I asked when it would be rescheduled as we had Reliance scheduled to come in an hour to move our water heater so I wanted to be able to give them a date. She couldn't tell me as she said she needed to find out if he would be back the following day. After that, I quickly called Reliance to reschedule them, and luckily they had availability for the next day so I shifted the appointment, hoping for confirmation from Omni.
When I hadn't heard back near the end of the day, I called Jocelyn again and left a voicemail. She called me back eventually, to tell me that she still couldn't give me a new date. I asked her to call me back first thing in the morning so I could reschedule Reliance if necessary. She said she would do so.
The next morning came, and no call from Jocelyn. I tried calling and left a voicemail, sent her an email and eventually I got a hold of her on the phone when I tried again. She said she still couldn't tell me the new date, but it "definitely won't be today". She said she would go talk to the boss and get back to me in 30 minutes. I called Reliance in the meantime and fully cancelled our appointment with them for that day. The 30 minutes passed and nothing from Jocelyn. Tried calling after a few hours and emailed her again. At this point I was getting annoyed and said I would request my deposit back if I didn't hear back from her by the end of the day. That didn't help - still no call by the end of the day.
The following morning, I again called Jocelyn as she still hadn't contacted me, and she said she went home sick the day before. Ok...I guess there's something going around, but why not call me before she left, or at least first thing the next morning? I asked her if she had a new date, and she said "it will be next Tuesday"...ok fine, again why couldn't she call me to tell me that, but great at least we have a date.
The day before our appointment, I had Reliance remove our water heater as planned (with an additional charge after rescheduling twice). On the Tuesday, I was under the impression that we had a window of 12:30pm to 1:30pm for the crew to show up (which is what Jocelyn told me originally). I left a voicemail for Jocelyn shortly after 1:30pm but no reply. At 2:30pm, still no crew.
After leaving another voicemail and an email for Jocelyn asking for my money back, she finally called back to tell me the rescheduled appointment time was between 2-3pm. She never told me this previously (and as far as I'm concerned it's BS), but ok - I'll let them in. They finally arrived at 3:30pm and fixed the crack in our basement within an hour and a half or so.
At the end of the service the actual work in the basement looked fine from what I can tell, but from this experience I have to say that Omni's customer service, professionalism and organizational skills are seriously lacking.
Would I recommend them? Based on my experience, no I would not.