I purchased a promotional voucher from Armstrong and Nelson to have our eaves cleaned. They did not honour the voucher and took no responsibility for the fact that they mis respresented the service they offered. They offered me a new, higher price which I considered and accepted. I booked the appointment for $150 to clean and repair our eaves for up to 150 ft. of eaves. for the following day. I came home to a message that they did not clean or repair the eaves but that the cost had now escalated to $400 for cleaning only and that they recommend I spend that and an additional $900 for leaf guards which we do not want and did not ask for. The reason given for the increase in price to clean was that I had more than the 150 ft. of eaves. For the record, we have exactly 146 1/2 ft. When I challenged their approach and stated I felt it was false advertising and dishonourable and that I would be recounting my experience here on HomeStars, I was told I had anger issues and the lady, Rhoda likened me to a terrorist and implied I had psychiatric issues. Yes, I was annoyed and frustrated to be give this kind of a run a round. I would never recommend this company to anyone. The absolute worst customer relations I have ever come across. Very disappointing experience.
- Approximate cost of services:
- $50.00
- Company Response
THE PURPOSE OF THE DEAL
We set up this special to help customers who have issues such as leaking dripping detached eaves etc but are trying to remedy this with an Eavestrough cleaning and may end up paying twice if they use 2 different companies - one for a full price cleaning and one for the repairs .in essence we are offering a package deal !The eavestroughs should be cleaned out first as part of a proper maintenance package.
if there are problems with the eavestroughs we can inspect them and find out what needs to be done to fix them as this a free service we offer.We would clean the eavestroughs for only $50 and then give you a discount of $50 to help out with the cost of the repairs after you are given a quote for the cost of the repairs The cleaning& repairs would be done after you approve the quote .
Note Very important !
The cleaning voucher is valid only if you have the repairs done.And is for people who know they need cleaning & repairs or are not sure if cleaning alone will solve the problems.
If you are only looking for a cleaning ONLY, then this special would have not of applied to you.
Thank you,
Team Armstrong & Nelson
An official request was sent to kijiji to reflect the intent, unfortunately this particular customer called in requesting a cleaning for $50 with her voucher. A message was left on her voice mail indication that her interpretation was not correct but that we would try to the best of our ability to honour this, because the voucher is only valid in combination with major repairs. that someone would be in contact with her to follow up with this. The technician then called and left a message explaining that there may be some additional charges, he would first have to take a look because an average house cost about $199 for cleaning with minor repairs. The value of coupon was $249 but only value if you had major repairs required. This was clearly stated on the description of the voucher on the website.
The house had very difficult access and would take at least 3 hours just to clean the eavestrough. This is not considered an average job so the price was revised accordingly.We regret the full intent of the deal was not read in the voucher, and although we tried to honour it to the best of our ability it would be unreasonable by any companies standards, to have any technician do this type of work/labour for $50. We attempted to provided the best service we could, returning phone calls and driving to the home to do a inspection. What is sad is your aggressive attitude to our staff who tried their best to negotiate with your hostile aggressive manner for a 50$ mistake,which could have been rectified with a refund.
Thank you,