TLDR: They no called no showed the first time, and were over an hour late for the rescheduled appointment, and promised to e-mail a revised quote the day after, but no follow through. Unreliable with attendance, timelines, and communication.
This will be relatively lengthy, and I will try to be fair to both sides. If you have questions please reach out. I'd love to help out in any way that I can.
If you're looking for a fair price, then of course I understand. My neighbor originally had their roof and gutters serviced by them and said it was a decent price, but they had to reschedule multiple times. For me, personally, customer service and quality is really important, because I like retaining good business for reoccurring services or future recommendations.
I called them about two weeks ago and scheduled an appointment for an estimate at 9/10 AM on 3/29/2021. No call no show. I called the office later in the afternoon and they let me know they put me down for the wrong date. No biggie, mistakes happen. We then rescheduled for the following week 4/5/2021 at 9 AM. They messaged me at 8:47 AM to ask for the address. I had already provided this to the office so it made me nervous to give it out via text, but I called to confirm the address and we got that sorted out. 9 AM rolls around, no show, 9:15 - no show, 9:20 AM - no show, 9:30 AM - no show. I called at 9:30 AM, and the office lady said he's around the corner and will be there in two minutes. 9:40 AM - no show. I called back, no answer. I left a voicemail the second time I called. The office called back and said they don't know where he is. He's the supervisor and should be there by now. So we made an arrangement for a new time since they could not get a hold of him. I'm assuming the office folks are the owners. They said they were coming down from Roseville and will do the estimate themselves at 10:45 AM.
10:12 AM - the original person showed up, and I swear I am not making this up in any way, shape, or form. When I asked why he was so late, because our appointment was at 9 AM, here is his answer, "A buddy of mine was in town so we met up for a bit. I haven't seen him in awhile." Again, I swear I'm not lying.
In all honesty, I just feel bad for the office folks/owners. They seem really nice, but this definitely appears to be a reoccurring issue with other customers. At the end of the day it could hurt the growth of their business. They were very sweet and warm to interact with and with that kind of energy, it gives so much potential for businesses to thrive. And again, the lady I spoke to was always nice and never curt with me at all. The office folks (which I think are the owners) are incredibly sweet. Every time I talked to them it felt like I was interacting with family, and to to me, that felt good. The only other thing I will say is that when the original guy who came out to do the estimate was explaining his side... it truly felt like his friend needed him (for personal reasons), and I felt bad for his situation, because he was just trying to be a good friend to his friend. I get stuff happens and it's not easy, but I let him know he could have let the office folks know or given me a call and explain to reschedule. I would have understood.
The office folks/owners and I reconnected afterwards and I filled her in. She was very apologetic and my heart goes out to her and her team. She offered to give us a discount - which was incredibly sweet since we didn't ask for one. She promised to get a revised estimate out to me by the following day (4/6/2021), but I haven't received anything. Although we told her no rush, given recent events and the lack of organization and consistency, we decided to go with another local family-owned business. If anyone is interested in the new business, they were 100% on time to show up for the appointment, and they quoted us for the same job but about $600 less. Please message me if you would like more information. I hope to have a review for the other business when they complete the job sometime at the end of May.
Anyways, I have attached screenshots of phone calls and text messages for time stamps. I know that with Yelp sometimes reviews are mixed so I want to be as informative as possible without too much negativity. I hope this was able to help anyone with their selection for gutter installation. I'm sure if you can get pass the estimate and possible communication hiccups, the service might be a different story, but unfortunately for us, that's where we stopped. No hard feelings for this business, it just wasn't a good fit for our needs. We still wish them all the best. read more