I called the company once and they let me know a technician would get in touch with me within 10 minutes. I waited 30 then called back. They told me a technician would get in touch with me. He eventually did, by text. When I tried to call him he sent the attached text. I was able to get no specific information. He never showed. Unbeknownst to me the company called me from a 1-866 number, which I didn't answer, because - well, who does? I then called the next day, figuring it was a mistake, I can let it go, I had to call twice again. Only yo be told later in the day that the technician would not be able to come that day, but he would be there by 12 sharp the next day. So, 12:30 rolls around and I call, only to be informed he's 20 minutes away - he arrives at 1. I call the company to see if there's any consideration that they are will to make given the 3 days I have now wasted waiting for this "technician". As goes to replace my lock, I am informed that he only has 2 of the 6 keys that I informed them that I needed upon changing the lock as this is a small apartment building and considering the locks are being changed - The tenants need to get into the building. The service rep says she'll see what she can do, but the supervisor isn't in for a few more hours. The technician then tells me he has a "great solution" for me! I can buy the more secure lock with 6 keys- for 3X the price! I tell him that's silly, I'mm trying to minimize this cost. When he's finished I inform him that I am going to call the office before I pay - because -let's call a spade a spade - this hasn't been great customer service. He asks me why - i tell him directly that. it has nothing to do with his service - he showed up - he obviously wasn't told to bring the key cutter - something you'd imagine they always have. he asks me why, i tell him the details and he again says why. I let him know that I don't feel that I've gotten the value I should for this price. He then says he has to go, I have to pay without calling and that's that. On top of it all - he informs me that the mechanism should be replaced too - he can't guarantee that it'll work otherwise - I have no idea if this is true or not - it likely is but the estimated cost jumps from about a total of 170 to just under 800 - needless to say my budget is shot and I want to make sure that every aspect is being considered. The technician is now getting very heated with me insisting I pay without calling. I tell him I need to take a moment step into a unit and close the door, because well - I'm being shouted at. I call them and they let me a supervisor won't be in until a few hours later they'll address it then. So I concede to paying the full amount - after which the technician screams at me in the doorway about not closing doors in peoples faces and how I should be treating people I quitely listen then thank him for advice. I called them back to let them know of the technician's behaviour. I ask that a supervisor call me back within the next 2 days. No call - I then give them a call to ask what is being done about all of the service muck ups. I'm told - nothing, I should have known to pick up a 1 866 number - with no caller ID and that it didn't mater that the technician didn't text back or give me timing details, it didn't matter that they rescheduled 3 times, it didn't matter that he was late on the day he actually showed, it didn't matter that they didn't bring the 6 keys. There was a failure of communication on both sides. Huh. I should have trusted my gut and called someone else after the first no-show. Avoid. They obviously don't give a fig about customer care. read more
