I had high hopes after my first interaction with this company. The receptionist was friendly,…read moreresponsive, and acknowledged that my request was very last-minute. She said she'd check with her manager to see if the order could still be fulfilled. That same evening, the manager confirmed it was doable. He only had one question--was the surface flat enough to set up on? I immediately sent a photo of the site, and he gave the green light.
During that call, I offered to make payment right then to lock things in. He told me not to worry about it and said we'd handle the quote and payment the following day. I appreciated the trust and responsiveness, and everything felt like it was on track.
The next day, I received the quote. I didn't respond immediately--not out of neglect, but because I was confirming one last technical detail on my end: whether we would need a generator. I called back the following day (less than 24 hours later), ready to book, only to be told the quote had expired and the item was no longer available.
At no point was I told the quote was time-sensitive or that the availability could change without warning. I never received a follow-up, a courtesy call, or even an email indicating there was a deadline. Considering I had already expressed clear intent to move forward--and was told not to pay right away--it felt abrupt and confusing to have the rug pulled out from under me.
When I called to express my confusion, the manager hung up on me. When I called back, he told me it wasn't his job to follow up with clients. Technically, he's right--it's not required. But from a human and customer service perspective, it felt dismissive and unprofessional, especially after such a positive start.
I'm not writing this to bash the company. I'm writing this to help future clients understand the importance of asking key questions early on:
How long is my quote valid?
Is the item being held, or can it be booked by someone else?
What's your policy on last-minute communication?
The company may be good at what they do. But in my case, the lack of communication, lack of follow-through, and poor handling of what could've been a simple confirmation left a bad taste. This was a rare opportunity to deliver outstanding customer care--and it was mishandled.
That said, after I left my original review, Mike, the manager, personally reached out to me. He took ownership of the missteps on both sides, including my own for not confirming more quickly or asking the right questions. I truly appreciated his honesty and professionalism in that moment. He even re-offered the service--even though by then I had booked with someone else.
In hindsight, this was a very last-minute request, and the team did everything they could under the circumstances. There were communication gaps, yes--but Mike made a sincere effort to follow up, make things right, and move forward with integrity. That says a lot about his character and the values of the business.
I'm updating my rating to 4 stars--not because everything was perfect, but because I respect that they made the effort to make it right. I want this company to do well, and I believe they will continue to improve if they handle future clients the way Mike handled our follow-up. No bad karma--just growth, and hopefully lessons learned on both sides.