Response from A to Z Bathroom Remodeling Experts
I would like to first start with an apology to this client about any inconvenience we might have caused. But I would also like to make it more clear how this all went and reason why I couldnt make it to the estimate. Client called me Monday early morning to set up a day/time for an estimate, since I was on the road behind the wheel when he called I asked him to email us with a request for an estimate. At 8am Monday morning we have received a request for an estimate from the client, with in minutes we have sent an email back to the client with our first available day/time which was Thursday at 8am which is exactly 72 hrs or 3 days after request was made. Client states that he had to wait a week which is false and as far as I know a week is more then 3 days. Client left us an F for responsiveness and we ask ourselves if we picked up the phone when he called and replied back to his email with in minutes how much more responsive can we be? A day before the estimate I have looked up how long it would take to get to the clients home for an estimate I realized that he was out of our area and was almost 1hr away from us. I could have called him that day and canceled the estimate with him and I didnt because I still wanted to provide him the estimate since I have already set that up, and I have changed my schedule around a bit just so I can still make it to that estimate on time. I have left to clients house at 6:45am allowing some time for normal traffic. I had no idea about the major road construction on Hwy 694 so 15 min into the drive my GPS started avoiding some traffic on the road due to major road construction and took me on 4 different routes where I couldnt get through due to that road construction and had to take detours and lost lots of time, finally after all the detours GPS took me back on hwy 694 where major road construction was and traffic was bumper to bumper with speed limits under 5mph and was stretching for miles ahead. I knew that If I will stay on that HWY I will never make it to the estimate on time and will be late to the other 5 estimate I had after this one, so I called the client to ask him if by any chance he could give me different directions to avoid that HWY so I can make it to the estimate on time. Client did not answer his phone when I called him and I couldnt ask his voicemail for any advise on the directions so I left him a message explaining to him that I have been stuck in this traffic for a long time and apologized numerous times that I am unable to make it to the estimate today because if I will keep on going I will be atleast 30-40min late and that means I will be late to all my other appointments that day. I felt that it would be a smarter move to reschedule 1 estimate then to reschedule the other 5. When I left the voicemail I also asked the client numerous times to please call me back or email me back so we can reschedule the estimate for him, If client would have contacted me like I asked him to I would have no problem rescheduling for later that same day, instead the client goes on Angie's list and leaves us a negative report without even contacting us first. He also mentions that we were very rude and unprofessional and also left us F for professionalism, I honestly dont see what else I could have done at that point to be more professional at what I do. We dont pick who to service and who not to service, we simply just try very hard to make sure all of our clients are happy with our service. From all of our previous reports we can all see that we try hard to keep our grades high by being as professional as we can be providing high quality service to homeowners. After we have noticed the report that was left for us I have went ahead and emailed the client apologizing again and explaining to him the whole situation. Client didnt seem to care about what we had to say and just emailed us back telling us how unprofessional we are. Some people just dont appreciate whats being done for them and expect others to be perfect when they are far from being perfect themselves. Maybe someday us as service providers will have a chance to leave reports to homeowners explaining our experience doing service with them here on Angie's List. I dont think we deserve this report especially when the report is mostly false statements. Thank you for taking your time reading this long response to this report and I hope you have a wonderful day and God Bless!