Should be named, "Not quick to communicate, but quick to want your deposit"!…read more
I chose this company because of Ken's reputation and because he seemed knowledgeable and personable. Unfortunately, my experience was defined by poor communication, lack of transparency, and a complete disregard for commitments that had already been made.
Communication throughout the process was consistently poor. Calls and text messages routinely went unanswered, and I rarely received updates when promised. When I was able to make contact, there always seemed to be an explanation for the lack of communication, but very little follow-through. For a repair project of this size and cost, that level of customer service is unacceptable.
My interactions with the office manager, Jen, only added to the frustration. Communication from her was inconsistent, yet customers were expected to respond immediately and meet every expectation placed on them. When I received a vague estimate for a $14,500 repair job and was asked to put down nearly $5,000 upfront, I simply requested clarification and additional detail. This seemed like a reasonable request considering the amount of money involved, especially since the repairs were not scheduled to begin for approximately six weeks.
What ultimately convinced me to take my business elsewhere was how my scheduled repair dates were handled. Ken and I had mutually agreed upon those dates well in advance. Because I live full-time in my RV and travel for work, I had to coordinate vacation time and make arrangements to be out of my home while the repairs were being completed. The company was fully aware of these circumstances.
After receiving the revised estimate, I had not yet responded because I was reviewing the information and considering the significant financial commitment. In less than 24 hours, without a phone call, meaningful follow-up, or any attempt to discuss the matter, I was informed that my repair slot had been given to another customer. Considering the amount of planning required on my end and the fact that these dates had already been agreed upon, I found this decision both unprofessional and disrespectful.
Ken may be a good technician and a genuinely nice person, but running a successful business requires more than technical knowledge. Customers spending thousands of dollars deserve clear communication, detailed estimates, reasonable responsiveness, and confidence that commitments will be honored. Unfortunately, that was not my experience, and I cannot recommend this company based on the way my situation was handled.
