My 3 star relates only to the ability to communicate with the company. They have a whole electronic system of communication, which is fine if the staff actually read all the notes and communicate with their customers. Firstly I actually never actually met with a sales person, because one sales person couldn’t make the time, then sent another sales person who never read the notes, and the whole 1 hour window indicate time doesn’t work if the property is rented and the owner wants to meet you, who is actually approving and paying for the job. And the sales person doesn’t tell you they are 10-15min away, because they never read the notes of this special communication system that is designed to make a company customer relationship successful! I nearly didn’t give them the job, but the sales person talked me around eventually when I got to speak to them in person eventually, but only on the phone.
But then I had lost faith in the company communication skills, so when they say they will be on site between 12-1. I am waiting out the front of my rental property. But then when they don’t show up, and after 5-6 or more calls and a few text messages, you finally get someone telling you that definitely a team is coming at 3pm, well I trust reader you understand I was upset with the company communication!
It seems I actually spoke to the owner, eventually, because there was nobody on reception, who said something along the lines of ‘your communication is becoming elevated ‘ , well it is now a 3hr window frame for a rental property, and if anyone read your electronic communication notes, about the property being a rental and all the people involved in their availability, maybe you would appreciate my distress, especially considering my experience with your sales staff!
Anyway, instead of 12-1, eventually the 1st 2 people turned up about 3pm, and then a few more people and the job was completed sometime just after 5.30pm.
The job is good. The staff on site all seemed pleasant and professional from my brief observation. Is it excellent! I don’t know, maybe my experience of waiting for communication has made me a little reluctant to confirm otherwise. But I was asked to pay the final invoice tonight, which I have, but it just all felt a little like an insult to injury, that I was caused stress because of the companies inability to manage their work load and the customer’s expectations and communication, but I was asked to pay the final invoice at the end of the day.
Basically at the end of the day, I didn’t experience all the wonderful prompt communication that everyone else has commented on. Maybe the company has only recently installed their completely electronic, no physical person communication. Maybe it has just been a bad month for their resources. But basically I can only say that the company communication in my experience has not been great!
The job is done, the invoice is paid. Would I use them again, I don’t know at this stage.
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