Complaints

• Initial Complaint

  11/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Does not seem to be adhering to BBB standards of "tell the truth" "honor promises" "be responsive". This is an ongoing experience that has yet to be resolved. I have tried numerous times to coordinate with Dave and Paul and am told will receive a call back and do not receive a call back. I am told one thing and the company does not follow through nor do they attempt to communicate not being able to follow through on their word (instances such as sending workers out, returning calls, relaying info, etc.) . I have had to contact additional workers in order to get any sort of word back from Dave and still he will not contact me, only passes on vague messages through his worker. I have only seemed to receive a response when a male has intervened into the situation as when I leave message with the female worker I don't get any response at all. I have noted attempts from over the last few weeks of working with this office specifically, however, will not fit within this space.

  Business response

  11/15/2023

  This letter is in response to the BBB complaint by **** *******.  Our manager over the Service and  Transportation Department was unaware of the lack of communication with the customer.  He had been spending a lot of time outside of the office, dealing with issues in the field.  As soon as the complaint was received, he contacted the customer and apologized for the lack of communication and discussed her issues with her.  The lack of communication and responses were discussed with the other staff in that Department.  Adjustments have been made within the Department to implement better communications with customers so our customers will feel they are kept abreast of the process and expected timeframes.  The customer seemed satisfied once our Manager had contacted her.  He has since been personally contacting her to discuss all progress and scheduling for her home project.  We are hoping our implementations will prevent communication issues with our customers in the future.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩