I had so many problems with this company, I'm writing my first review on Yelp in 5 years of using it. I have yet to ever have someone from this company answer their phone when I call. Never once. I considered giving 2 stars because of how well the office manager and owner dealt with my issue, but I shouldn't have had to deal with all the issues I had to begin with.
After receiving a bill with a $150 overcharge, I ultimately had to physically go to the office and deal with the worst receptionist I've ever had the displeasure of encountering in my life. She was the epitome of the lazy, bureaucratic, apathetic, careless customer service worker you typically see satirized in movies. In the 20 minutes I attempted to deal with her she insisted that she was too busy on the phone with other customers, to return all the calls she gets (the phone never ringing once while I was in the office). She went on to state that she couldn't help me and I had to come back the following week when someone was in the office who could deal with billing. She acted put out that I even showed up and went as far as asking me to leave. She even stated "I think it's funny that you came all the way to the office to yell at me" and refused to even let me explain the issue I had. If the other negative reviewers are looking for a source for their customer service issues, you can probably start with the secretary.
The office manager and owner finally showed up. They actually worked with me on the bill and corrected it. They also took steps to fix the issues their technician created. They were very reasonable and easy to deal with. If the owner had more employees like himself or his office manager (or just a receptionist that would answer the phone and be willing to actually work with customers), they wouldn't have angry customers showing up at their office to sort through issues that could be handled with a phone call.
With regard to the installation service, no one showed up for the first scheduled estimate. Just a no-show. After another round of voicemail with the receptionist, it got rescheduled. I considered finding another service at this point, but I gave it another chance. When the installation finally occurred, the first technician incorrectly drilled on an outside wall without bothering to check first, leaving a hole in the wall of my front office. He also drilled a hole in an external wall and never sealed it. He wired a phone line from my front office that never needed to be run, and drilled a cut in the wall of my closet. A second technician (who was his supervisor) showed up and was much more competent. He assisted and ultimately finished the job.
If you decided to go with this service, expect horrible customer service on the non-installation side. Don't expect anyone to ever pick up the phone and be ready to answer the phone quickly when they finally call you back. Otherwise, you'll be in for a multi-day round of phone tag before you can talk to them again.
Pros:
1. The owner and office manager were very reasonable in dealing with my issue. They corrected the billing mistake and arranged drywall repair and a re-wiring of a line that should never have been run.
2. The second technician that showed up was competent and finished the installation that the first technician could not.
3. All technicians and the owner and office manager were very nice.
Cons:
1. Absolutely horrible customer service from the main phone number.
2. The quality of your installation will depend on how competent the technician is that you get, and they aren't consistent. I recommend watching and checking everything they do. Don't assume they're experts.
3. Estimation and billing was incomplete, inaccurate, and horribly communicated (the communication issue might be related to con #1).
As much as the owner was reasonable and easy to work with, I'll never use this company again unless something changes with their main-line customer service. I can't recommend this business to anyone. read more
