Fireplace Boy

I had the Company come in to do a partial BBQ cleaning (I have Napolean Prestige Pro BBQ) and double-check the gas line hook-up as an annual safety precaution. They sent 2 people and the service took just over 1-hour.

Pros: Did a really good job cleaning the BBQ. We had a nest that got built by some sort of animal/rodent/pest in the side infrared burner [see photo] that got cleaned out. The cleaning team (like always) seemed very friendly and professional.

Neutral: They showed up 1-hour earlier than scheduled, which some people could perceive that to be a good thing. Others might perceive that to be a negative thing. So that depends on perspective and the customer's schedule.

Cons (that led to their lower rating than previously): Their back or front office does not seem organized. I tried to call to make an appointment and left them a voicemail. No one called me back so I followed-up 1-week later with an email requesting confirmation of the date/time of my appointment and the cost. No one called or emailed me back so I emailed again another week later to follow-up and the response received back did not have any of the details that I asked for. They effectively just said "OK" to the appointment date that I proposed but did not confirm time nor the cost that was requested. I replied asking for clarification on the time and cost and did not get a response. I called one week prior to the scheduled appointment date to obtain a cost estimate and clarification of the appointment time. In my humble opinion, I do not believe this is an acceptable level of customer service. We finally did confirm the estimated appointment time to be around 12 pm to 2 pm. I was surprised when the service staff called to say that they could come around 11 am (1-hour earlier --> see "Neutral" section above).