Aurum

I booked an eavestroughs cleaning appointment with this Company for the 19th of May. No one showed up on that date. The next evening, we received a call from the scheduler saying that no one came on the arranged date because we did not confirm the night before when they called. We were out so I asked why they didn’t leave a message so I could call and confirm in the morning and I got an absurd rude response saying that they don’t leave messages as they can’t handle the volume!? I then rescheduled for the next business day (May 24) hoping we were settled. But, no one showed up AGAIN. The next day, I got a call from the team mid-day saying they were passing the job off to another team who would be there by 4 pm. No one showed up. The scheduler called me again the next morning at which point I informed him that I no longer wanted their service and I was cancelling the job. He was incredibly rude, raised his voice and talked over me continually, arguing with me but I held my ground and reiterated that I did not want the service. I was very clear. The next day (May 26th), a van pulled into my driveway and a husband and wife team proceeded to set up for work. I asked them who they were and when they indicated that it was Gold Standard, I told them that the job was cancelled. They left right away. No work was performed and I find it unbelievably ironic that there was no call the night before asking us to confirm their arrival! They ignored my clear instructions to not send a team out.

The worst part of the experience came when they started calling me asking for payment for the services at my house on May 26th. I have never experienced such rude, aggressive and harassing phone calls in my life. I have had 4 calls asking for payment. Each time I tell my story and ask that they update their files to reflect the information and each time, I have had agreement (or so I thought) that the bill should not have been issued and the file is closed. I will note also that these calls were very disturbing to me – I felt threatened and had even considered calling police as their behavior was so aggressive. I told them that I felt threatened and they simply just didn’t care. In any event, I thought the issue was closed after all those awful calls, but just received a written notice sent by mail informing me that I haven’t paid and that I have one more chance to pay and then they will send the matter to their collection agency.

The simple fact that they are threatening to send me to collections after the services were not performed and the number of calls I have made on this is very disappointing. As a consumer I feel extremely threatened and offended by their behavior. It is not acceptable to be treated this aggressively by a business and then threatened to send to collections, when they themselves did not do the work.

My next step is to file a complaint with the Better Business Bureau as I am not willing to subject myself to the aggressive behavior of the company staff.