Purchased a voucher for Eavestrough Cleaning and scheduled the appointment. Prior to the appointment a 'Private Number' called, but would not leave a message. We found out later that it was Reliance. They claimed that they were at the door, when some one called later and did leave a message. However we never heard a knock, nor did we see anyone in the driveway or on the street. As a result they 'canceled the voucher', meaning we were out-of-pocket the voucher face value. We did manage to reschedule for later in the afternoon. Again they claimed to come to the house; yet no knock, nor was there anyone in the driveway or on the street.
I contacted them the next day. They said that it is their policy that an answering machine meant that no one was home. I explained that some people use the answering machine to screen calls; and others may not be able to come a that instance. All they needed to do was leave a "We're on the way & will be there in ten minutes" message. They would not change this policy on another re-schedule. I canceled the voucher myself as I was concerned that they would actually clean out the eavestroughs as they claimed to be a the house, but we never heard or saw them.
Fortunately for us we were able to get a refund/credit from the deal site.
- Approximate cost of services:
- $49.00
- What could this company do to improve their services?
- Leave a "We're on the way & will be there in 10 minutes" message.
- Any advice to offer fellow homeowners facing a similar project?
- Look somewhere else
- Company Response
Dear Brent,
Thank you for your feedback. We insist our clients to leave us the best phone number to contact them so there isn't any such issue. The technician called twice and the manager himself left a message. Often in the past the service technician left messages only to show up at the property unable to perform the service because the customer wasn't home, that's why only managers leave messages as the technicians cannot provide a callback number. We sent a service rep twice the same day and offered to reschedule your appointment even though, if an appointment is missed without 24 hour notice, the voucher is no longer accepted (it's one of the conditions stated in the voucher). All this was explained to you prior to us trying to schedule your appointment for the third time.
We are glad you were able to get your money back.