I don’t know why this was posted as my staff was very attentive and resolved the issue in a timely manner. You have to be really bad to get a 0.
The original contracted date for the work was to start between November 21-28 outlined and agreed upon by the customer on the contract attached. The job was done on the 21-22nd of November. A re-leak call was made by the customer on Monday, December 16 stating that water had come in after heavy rainfall and that they were not sure whether or not it was from the work we performed or if more work was needed. The service person called back later that same day and set an appointment for Friday, December 20th where he confirmed that more work was indeed needed.
Because this additional work was never contracted for he told the customer it would be an extra charge. However, after discussing it with the office over the short holiday week (Dec 23-27th) it was decided that there would be no extra charge. The customer called back on Monday, Dec 30th in the morning for an update before the operations team had a chance to contact them about the good news. Our operations team called them a couple of hours later and the additional work was completed on Tuesday, Dec 31st long before this review came to my attention. This leads me to believe that this review must have been posted when the customer thought it was going to be an extra charge and before they talked to the office. The review did not get posted until after the 31.
I am happy with how my team responded to this customer and do not see how a 0 out of 10 is warranted. The original work was done professionally and the service for a call back was quick and the fact that there was no charge on work that should have been an extra is showing how my team goes above and beyond. We thank the customer for the business and hope they have changed their minds about our service as a 0 out of 10 does not honestly reflect the company’s work or service nor the staff that works so hard to do the best they can to make a great customer experience. Thank you to my team and sorry for the review.
Please see link of pictures of the job and contract of work done as well as the conversations we keep on file for every customer that is dated and timed
RCC Waterproofing Inc.