Canada's Restoration Services

I was referred to CRS by instainsulation for remediation of a mold problem we had in our attic. We first talked to Aris who was the representative who inspected our attic and gave us a quote. He was very professional and prompt and they are highly rated on HOMESTARS. Based on the size or our attic, over 1000 sq feet we knew this wouldn't be cheap and the fact that the mold issue was quite large. We booked the job and were to begin on the 11th of March and finish on March 13, day one the crew was to arrive at 9 to 9:30 AM, at 10:00 I decided I would call to see if there was an issue they told me it must be traffic and as such they are a bit late. I received another call like 20 mins later saying that they had a problem with their equipment and they will be another 20 minutes before they will get to my place. They arrived around 10:45 and proceeded to work by 3 PM they called to say their machine wasn't working and they would have to push the project back another day. The second day they were only 2 hours late, but really there was snow storm, however I think this may have happened despite the weather. They completed their work and we were on the way, however there was no follow up with a new schedule and I had no clue when they were going to return. On Friday afternoon when the spray foam was done I get a call from a guy saying he came by and I wasn't at my house, I tried to explain to him that no one can be in the house because it was just spray foamed and it needs to vacant for 24 hours, he disagreed with me and said he would call his supervisor. 2 mins later I received a call back advising that they would not be able to go into the house because it was spray foamed... I guess he understood his supervisor better. Anyway... Monday comes and due to the two previous experiences I called and asked when they would arrive so I wouldn't have to spend the day off I took waiting, the operator told me no problem and that they would be there at 4. I thought great, so I went about my business until 4 came, and then when 5 hit I called and left a message, to which I received no answer... then I called again and no one would pick up.... so eventually we gave up... yup that is right they stood us up... they didn't return our calls... they didn't have the courtesy to call us and post-pone. The next day Aris called and apologized for standing us up which was at least professional. The crew arrived A BIT EARLY on Tuesday late in the day and did a good job cleaning up. All in all the crews were professional when they were at my house, the house was left clean minus a few tape marks and a small scuff on my wall. I can't comment on the work they did because it hasn't been long enough to tell. However I wanted to post this because I the customer service and genuine care is not there from the head office or reception, and the crews are almost guaranteed to be late and don't call if they are. I think this is basic customer service. My satisfaction rating of 3 was because it appears they have done a good job and my house is mold free, well as far as I can tell.