restoration after a major water leak
Initially we were pleased with the prompt response from Platinum. We were given a timeline of 3 weeks for removal of wet drywall,carpet, and baseboard after our hot water take failed while we were away on holidays. The timeline was extended to 6 weeks but ultimately it took almost 16 weeks. (We have moved out of the city and were trying to sell our home) They didn't bother to inform us that they couldn't meet their deadline and when we would inquire as the their progress they would either not bother to respond (one time for 3 weeks) or would tell us that the carpet rep was out of town and unavailable. The work was finally to be done on April 2, Didn't happen. When we asked about this we were told that the carpet was arriving on a train and would be installed on April 7 with cleanup to be completed the next day. Didn't happen. They finally finished the job April 12. They certainly wanted payment as soon as they finished a segment of work and were quite quick to ask for their money. Too bad the work wasn't done as promptly.
I understand that sometimes it takes longer than anticipated but their communication skills are ABYSMAL and made this a thoroughly frustrating experience.
I wouldn't recommend this company to my worst enemy.
- Approximate cost of services:
- $15,000.00
- Company Response
Platinum would like to acknowledge the communication and timeline issues related to this job. Although it may sound like rhetoric, customer satisfaction is a primary concern for us.
It really comes down to this: if a customer is unhappy, we have failed to achieve one of our primary goals in business.
We sincerely apologize for this, and have taken steps to improve various internal aspects of our business as regards communication with customers. We have also made some significant personnel changes in a concerted effort to further improve our customers’ experience with us.
Thank you for your feedback…we assure you we are listening!