Excellent service.BUT keep reading Three men came to do the job and did the entire house inside and out in less than 2 hours. BUT the next day I found that they had broken a piece which opens a window. The pieces were gently rested on top of where they came apart. Thus they KNEW they broke the window. I called Mark and he said someone would come by and fix this the next day or day after. A week later I AM STILL WAITING. Will probably never see them again! AND I asked them NOT to remove certain screens as they could not be easily put back---they didn't listen and I am left with two windows without screens--they won't fit anymore!
They did a good job, but should you have problems they will NOT follow up
UNLESS you take to posting on Homestars! Within a few hours of my edited posting, Mark called me and left a message telling me he was sorry to have taken so long. THEN his boss Csaba called and apologized and said he knew nothing of this issue. He came by within the hour, looked at the window mechanism, took a few pictures and said that perhaps hewould find replacement levers.He also installed the screen in minutes. He was most professional and said that he would look into what happened and why he was never told of this problem. He offered me a 30% discount for next year and said that HE would come personally to do the work! Well Done and thank you Homestars they must have read my second posting.
Thank you for your response on Homestars to our issues. All that I can say, is that I appreciate your prompt reply here and in person. ALso I am waiting to see if you can replace the levers which your people broke.
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- Company Response
Thank you so much for your review and helping us grow as a company to improve the level of service we can offer all our customers. We are so sorry we took so long to get back to you about the issue with the screens and levers. Like most window cleaners this is an absolutely crazy time of year for us and this is the time that mistakes are made. Our company policy is to follow up within 48 hours. A week is far too long. There was a miscommunication in our office, Csaba did not receive the information about your job and Mark was so busy he forgot to double check on the status of it. Ultimately, this is my responsibility to make sure Mark and Csaba have the systems and tools to do their job well.
Your homestars review was certainly what prompted us to act in this case but had you called our office to remind us of our error, we would have reacted with the same level of accountability. We take customer service issues very seriously. We try to make each mistake only once and use each one to improve our service. This is such a rare circumstance that, admittedly, we do not have a very good protocol for dealing with it. With your help we have created one. As a result of you bringing this to our attention we have built a reminder feature into our CRM that will prompt Mark to double check with Csaba about any customer service issue 48 hours after the issue has been brought to Marks attention. This way we can make sure things like this do not slip through the cracks ever again, even during our busiest season.
E Jake from Thornhill, I must apologize again for the length of time it took us to respond. I would like to thank you again for helping us make squeaky clean better and hope you give us a chance to show you how much we have improved by next season.