I am purchasing my first home and this business has made that process completely horrible. The only reason this company is getting even one star is because it's required in order to post this review.
I think the best way to give a complete rundown of what occurred here is to just share the email I sent to this business:
"Afternoon Marco -
I received your text message earlier and felt it better to respond via email as opposed to an attempt to respond clearly and completely, via text.
To be very frank, while I can understand being ill, I do not feel as though this situation was handled appropriately. Nor do I feel as though I was given the service I would expect from a business owner especially considering the tight deadline which was communicated to you from the beginning.
Here are my issues with the way my service was handled:
1. My report was promised to me late the night of the 16th. If this was not to happen, that information should have been communicated. (I see my check had no issue making it's way to the bank therefore a simple text or email should not have been that difficult.)
2. I contacted [Agent] the morning of the 17th and advised I did not receive the report. She then contacted you and, after waiting several hours for a response, was told we would receive it by 1:00 p.m. Again, at that time you could have easily stated you were terribly ill and asked if I could possibly request an extension from my buyer. This is a matter or HONESTY and INTEGRITY. Instead, I am on this emotional roller-coaster wondering if I've just wasted $300 to lose MY VERY FIRST HOME.
3. Once the second deadline passes (which again was set by you) I am frantic and have to put a valued contractor [Contractor who referred this business] in the awkward position of helping me figure out what the heck is going on while still attempting to do my full time job as a supervisor at a multi-million dollar asset who is currently working through rectifying damage caused by a lightening strike. Can you even imagine how utterly stressful and emotionally draining that would be?
4. I am left panic stricken as I watch the hours slip away with my dream of owning my first home. Then my agent gets a text from your wife that you are sick and just can't do it. I have to request an extension from my seller and scramble to not lose out. Thank GOD the agent granted the extension, but what if she had not?
5. If you think for a second your wife telling me the report would be here by 3:00 p.m. today but I got it at 4:00 a.m. strikes me as under promising but over delivering, you are sorely mistaken. That further extends my disbelief you were sick to begin with.
6. [Agent] reminds me that the report is not even complete! I don't have the termite included! Do you mention this in your email? Do you text either of us to say, "Hey guys, the report was sent and the termite will be there by (time)"? Nope. You leave it up to your client to yet again manage the communication.
7. You text me a "sorry" and I'm assuming expect some sort of sympathy for whatever 24 hour bug you had? I can think of no other word beyond "laughable". Allow me to help you figure this out. What you SHOULD have said was something along the lines of, "I am so terribly sorry. I completely and utterly screwed up and for that I sincerely apologize. There is no excuse for the way you were treated and I completely dropped the ball on this one..." At that point, I feel as though perhaps I could have been more understanding; extended a little more grace. But you didn't even take responsibility for your screw up. Which, let me be clear, was not being sick or failing to meet a deadline. It was failing to behave in a professional manner and effectively communicate with your PAYING client.
Yeah, the report is nice but in light of all of the above I can tell you I am disappointed, feel utterly disrespected and really just disgusted by the whole situation.
I expect my termite report before the end of the business day, which for me is 3:00 p.m."
To date I have not received my termite inspection report and Marco Kouzoukas is not returning phone calls, emails, text messages, etc. As I said above, it was a nice report but at what expense? If you have all the time in the world to wait for the company to get its head out of its rear, use them. But I caution you to not take any promises/deadlines seriously as they certainly won't. read more
