Response from Archadeck of Columbus
Mr. [Member Name Removed], Here at Archadeck of Columbus we appreciate every single phone call that we get. So much so that we have developed a system of tracking all phone calls, potential customer leads, etc... because we don't want things like this to happen. We are human, therefore I am sure we have missed a phone call here or there over the years. We have gone back though our phone logs from the past month. We do not have your name, phone number or address in our phone logs. I would like to invite you to call me personally so we can discuss. We certainly have not ignored anyone on purpose as that would be bad business and we don't want that kind of reputation. Please feel free to call me on my personal cell so I can get more information from you (phone number, dates of phone calls made etc..) so that we can investigate and hopefully find out what went awry. You can reach me at 614-554-4666. I look forward to your reply. Rob Mitchell, Owner Archadeck of Columbus UPDATE: Multiple weeks have passed and I still have not received a phone call from Mr. [Member Name Removed]. UPDATE #2: Customer ended up contacting us through our online consultation request a little over a month after posting this review. We set up a meeting at his request not realizing who we were setting a meeting with. During the drive to his house I recognized his name as the one who posted the above review. The meeting went well, we discussed his project, timeline and budget. At the end of the meeting I asked if I could address a different subject to which they were agreeable. When I asked them if they had posted a negative review recently on Angie's List they said "yes". I then asked them if they realized it was me who they wrote the negative review about and they said "oh, we didn't realize that". Through our discussion it was evident to me that they were confusing my business with someone else. A week later this customer called me and told me they selected another company based upon their construction schedule not being out so far. I replied thanking them for letting me know they selected another company and I wished them "nothing but the best" in my reply email. I also stated a couple points that bothered me about why he wrote the review as things just didn't make sense to me. The customer replied again and contradicted himself on multiple points. Here is the bottom line. If we make mistakes we own up to them, apologize and correct the situation. I wouldn't spend the time I have spent writing replies if I was wrong in the first place. It is truly unfortunate that the review was written in the first place. It is frustrating that Angie's List allows false reviews to stay online without doing more than calling the Customer and ask if they meant to write it about the company they wrote it about. If it wasn't for the contractors they would be out of business because the businesses are pretty much their only source of income since they started giving out free memberships.