I wish I could leave two separate reviews for this company: one reflecting the professionalism of…read moreShaun, the owner and technician, and another reflecting my experience with his wife and co-owner, Jessica, who handles customer communication.
First, I want to recognize Shaun for his professionalism and consideration. During his initial visit to inspect my leaking refrigerator, he was courteous and provided approximately one hour's notice before arriving. As a single mother coordinating school pickup and extracurricular activities, that simple courtesy made a significant difference.
Unfortunately, my experience with the scheduling and customer service side of this business was quite different.
The company provides appointment windows less than 24 hours in advance, with no opportunity for customers to select a window that accommodates their schedules. When the replacement part arrived, I was assigned a 2-6 p.m. window that conflicted with school pickup and my son's baseball game. To their credit, the company waived the $75 fee and agreed to reschedule.
My next appointment was assigned a 1-4 p.m. window. I explained that I needed to pick up my son from school between 2:45 and 3:40 p.m. and simply asked whether I could communicate with the technician to obtain a more precise arrival estimate or receive advance notice, as Shaun had graciously provided during the initial visit.
**At no point did I ask the technician to rearrange his schedule or accommodate mine.** I was simply trying to coordinate my responsibilities around the appointment.
Rather than discussing a possible solution, Jessica responded via text, emphasizing "SHAUN" in capital letters and stating that he was unable to accommodate me while I left to pick up my child. Despite my request not to cancel the appointment, she canceled it and directed me to contact GE.
What I found most disappointing was not the scheduling limitation itself, but how the situation was handled. I fully understand that small businesses have operational constraints and cannot accommodate every customer's schedule. However, professionalism is also demonstrated through communication, patience, and a willingness to have a conversation.
Jessica emphasized that they operate a small business. That is precisely why I believe personal communication matters. A phone call can often resolve a misunderstanding far more effectively than an exchange of text messages.
I recognize that the business may have its own perspective on this interaction. However, my review reflects the actual communication I received, the reasonable request I made, and the resulting cancellation of my appointment. I encourage prospective customers to read other reviews and consider the feedback regarding customer communication.
**Shaun demonstrated the professionalism, courtesy, and customer consideration that I value in a small business. Unfortunately, my experience with Jessica did not reflect those same qualities.**
Ultimately, I wasn't asking for special treatment. I was asking for communication, and I believe that is a reasonable expectation of any service-based business.
