My experience with this company has been horrifying. I originally had them come out to my house to quote on repairs to the vinyl, which was damaged in an accident that happened in front of my house. When the owner arrived I also pointed out issues with the roof and gutters, since his company also manages those. He was at the house for all of 5 minutes so I gave him some paperwork to help him with the estimate. This consisted of the estimate I had received from the insurance company that included all of the specifications they based their pricing on (so he could provide an apples to apples estimate to help me evaluate their offer) and two pages from my recent home inspection report that described the need for gutters and the problem area on the roof (which even included pictures). I followed up with owner of the company a few times over the next few weeks and he kept stalling on the estimate. Finally after about a month he emailed me back to tell me he was not clear on the scope of the work and he would not be estimating. While I was very frustrated with having been dragged along and led to believe for weeks that an estimate was coming, this was just the beginning of the problems I had with the company.
I posted a very fair and honest review on Angie's List stating what aspects were good about my customer experience and what aspects were bad. I was subjective and diplomatic in my review and didn't bad mouth them in any way. Soon thereafter, the owner contacted me at home to bully me into trying to change my review. It wasn't a discussion about my experience, it was an all out confrontation. He was furious that I had given him a D rating. Note that since they hadn't actually done work for me, my D rating is hardly a blip on their positive A score. My review actually had no impact on their reputation as they still have an A average. And again, my review was fully factual and essentially said the owner needed to brush up on his customer service and follow through skills.
Aside from the fact that the company confronted me about my negative review, they also crossed the line of customer privacy. I had mentioned in my original review that I was dealing with a stressful situation at the time (a home robbery). On our call that morning, the owner actually accused me of lying about the burglary. He had taken it upon himself to call the local police department and told me the local PD had no record of my home robbery. This was not only unnecessary and unprofessional; it was a complete invasion of my privacy. I had a very scary home invasion experience that has literally turned my world upset down. My home robbery had nothing to do with this company and my original review did not implicate them in any way. The context was related to my frustration for having to write a review when I had other matters I was dealing with. So why on earth would the owner take it upon himself to investigate this aspect of my personal life? Perhaps the reason the police department didn't give him information on the case is that it is part of an investigation and none of his business? His inquiry could have even compromised the investigation.
I emailed him to go on the record about his inquiry into the burglary and how violated I felt that he would dig into my personal life. He then continued to try to intimidate me with a number of tactics including the fact that he has a family to feed, he knows my brother and that my brother also owns a small business, etc.
Now, to get to the worst part of the experience. The owner eventually posted a response to my Angie's List review. The response to my review was an outright personal attack meant to harm my credibility and damage my character. It contained untruthful information about my insurance claim, made up facts and figures, and it accused me of committing insurance fraud as well as lying about my home burglary. I have all of the back-up to show that his claims are not accurate. This includes statements related to my insurance claim in progress (not settled as he states), the police report from my home burglary and communication from the investigating officer, and all of the email communication I've had with the company owner. I am currently going through the complaint process with Angie's List and have asked that his response be removed because it violates the policies of their site. In the meantime they have unpublished the review so his slanderous comments cannot cause any damage to me personally.
It is amazing that this company has retaliated to a negative review in such a hostile way and feels justified in their unprofessional tactics.
As a side note, the owner's wife is one of their Yelp reviewers. Her review went up after my negative review and was followed rapidly by a number of other vague reviews (some even admit that they are friends with the owner). Prior to that it had been MONTHS since anyone posted a review of this company. HUGE RED FLAG! read more
