UPDATE: My previous review is still below however, I received 3 phone calls this morning and the technician was one of them. He arrived at 930 and completed the job in about 20 minutes. So far so good. As long as the windshield holds (which I'm sure it will haha) then I am happy with that. There just needs to be a little bit of follow-up retraining with some of the employees. If we had simply been kept in the loop yesterday with everything that was happening it would have avoided many of the issues we experienced.
Original review:
I will first say that the reason it's one star is bc this is not resolved so I might raise it one or two stars depending on how it gets resolved....I had an install today between 2p and 6p. I was told the tech would call one hour before to confirm arrival. At a little after 5p I called bc I hadn't heard anything yet and it was less than an hour before my appt window closed. I was transferred to the dispatch person who reached out to the tech and came back to tell me they were finishing up their job in Orlando and would be calling me shortly and on their way to me next. At 618p I hadn't heard from anyone or seen the tech so I called back and spoke to dispatch again. She called the tech again and came back to tell me he was still at his previous job bc he was having trouble but that he should be done soon and then headed to us. I told her that it was Friday evening and if it looked like it would be much longer we should just reschedule as we had already been waiting past our appt window. She said she was leaving at 7p so I could call her back before she left to reschedule if he still had not shown up. I called back at 656p bc I wanted to give him as long as I could to get here. When I was transferred to dispatch, it went to voicemail, assuming bc she had already left for the day. So I called back again (4th time) to speak to someone on the customer service side and let them know what had been happening. The guy put me on hold and then came back and said he was going to get me over to the dispatcher to take care of this. Transferred again, ringing, voicemail again. I left a message this time but we all know she's already left for the day. So I wait 15 minutes to see if maybe she was on the other line like the recording said and then call back one more time to try to remedy this whole thing. The google listing says open til 8pm and I call at 713. It goes straight to a recording that they are closed for the day. So here I sit with my broken windshield, no resolution and no idea if the tech is coming tonight. It's now almost 730. I'm not even upset that the tech had a problem at his prior job, it happens. I'm utterly shocked that #1 no one called to let me know the tech was running late....that would have really solved most of the problems. It's happened to me in the past with other service calls and they let me know they were running behind schedule. #2 That the dispatcher knew I was having issues bc I had spoken to her twice and she left without speaking to me or even just making a quick call to see if it was resolved when her parting words were "I'll talk to you soon." and #3 they actually closed the business with open service tickets after I had called and spoken to someone FIVE times.... I see all the good reviews but for me, this is a TOTAL fail. I sure hope someone shows up since my insurance company has already processed the claim. I also sure hope I get a call from someone at this company bc I'm really tired of calling you guys. read more