We were scheduled to have an estimate done for a new roof today between 11:00am and 12:00pm. We had been having heavy rain on and off and would not have been surprised if they would call before the appointment time to reschedule, but they didn't.
When no one showed up by noon, we were going to give them a 15 minute grace period. But still no one showed.
At almost 12:40, I received a call from Jake saying that he was running behind because he got stuck doing a repair, and could he come at 1:00. I said "no."
He sounded shocked and asked "no?"
Again, I said "no"
Then he said he couldn't call me because he didn't have a phone! (what was he calling me then?) Then asked if I was sure.
I said that I was sure. At which point he got kind of snotty and said "well I called as soon as I could"
I said okay. He did tell me to have a nice rest of my day though. And we ended the call.
I was in the service industry for over 40 years. If I had an appointment and was running behind because I had to do an emergency repair, I would call my "scheduled" appointment BEFORE I started the repair and ask to reschedule. I wouldn't leave someone sitting for almost 40 minutes not knowing what was going on. And if the office was going to send him out on an emergency they could have called us. But there was no communication with us from them either.
And in this day and age, everyone with a cell phone carries it with them at all times. It would have taken him 3 minutes tops to call us and reschedule.
And on top of it all. He never actually apologized, I never heard the words "I'm sorry" I see all the great reviews on line. And now, it makes me wonder.
On Top Roofing lost my business today because of the lack of a courtesy call. read more