I really don't understand the hostility I am reading with respect to the company's response to complaints. You just don't see that with companies with 10 star ratings because they provide excellent service and conflict resolution.
My experience is not good at all. It took them 9 months to repair my roof after a deposit had been made. They did not respond to e-mail requests for updates and when contacted by phone they kept finding excuses. Once they even used a previous excuse for the second time...my work order was in the wrong pile. Just tell the truth and people wouldn't get upset. Just say your too busy or you didn't do a good job. Even more frustrating was having the crew show up and not know what they were supposed to do. They had to call me and interrupt me at work so I could tell them what the problem was?!?! If they had called in advance I may have been able to have been there to answer questions. Maybe they don't want you watching? Better yet they should have already known what to do without me telling them as it was supposedly set up as a work order by the company. I should have been more concerned when their "estimater" showed up and didn't even have a ladder. What kind of roofing company gives a quote without getting on the roof? In addition they began calling constantly for payment after the work was done despite me not being entirely satisfied (doesn't leak but looks horrible). I didn't trust them to do anything a second time however. I would like to add that I wasn't going to go out of my way to convey my experience but felt compelled after reading the company's response to other reviews. They seem to just pass the blame for problems onto the customer and I'm sure in some cases some clients can be difficult to deal with. However, an excellent company does not have the number of issues these people seem to have. I should have read more reviews and checked with the Better Business Bureau who currently give them their lowest rating, an F!
The high ground? Externalizing blame to the website and the reviewers by suggesting a rating your company receives that is not perfect is an unfair rating? Slandering the BBB by suggesting bribery is how ratings are rewarded? I wish you continued success and hopefully you will consider what people have said honestly, take it to heart and try to improve your company. Aim for a 10 out of 10 every single time. Your rating will then improve and you will then reach the higher ground!
- Approximate cost of services:
- $350.00
- Company Response
I am sorry that you find our responses hostile. They are not intended to be and if that is how they sound than the hostility is towards this website in general and not the customers themselves. We do not believe that this website provides a fair overview of the companies involved and do not reccommend it as a way to find a contractor. The problem with this site and others like it is that it tends to attract only those who have complaints. People who are happy with the work are not generally driven to write reviews. We truly thank all those who have taken the time to write great reviews! The only recourse we have as a company is to respond to each complaint but even our response does not change the numerical value assigned to the complaint. It takes ten honest votes of 10 to negate one unfair vote of 0.
As for the BBB, this is another company who we do not recommend to use when finding a contractor. Most people do not realize that this is an independant, for profit company. We were in fact members of the BBB for more than 20 years. We were members because we PAID our monthly fee. In that time our rating was never less than perfect. About 7 years ago we stopped paying for their service, ever since then our rating has been an F.
Basically, we at Better Contracting are thankful that our many customers are educated enough in the contracting world to do their research properly.
As for your situation specifically, we choose to take the higher ground.