Their scanning was fine, but by far the WORST customer service I have ever experienced. Upon expressing displeasure with the information I received after the scan, I was chastised, yelled at, called names and otherwise verbally berated by LUCAS who I suppose is the manager??
The night before the scan, I received a confirmation email stating: Metallic objects (BBQs, trampolines etc) must be placed at least 50 ft away from the building to ensure scanning can be completed. (I am not disputing that)....
-I did move much of this away from the house to the back of the yard to accommodate. I had some remaining items under my deck which is part of an extension that was added on to the house. I acknowledge this and in no way was this an issue or disputed.
ON THE DAY:
-The moment the scanner arrived, I met him outside in the yard, wearing a mask. I politely took him to the back yard where I had questions about some remaining items. The 2 things in question were a camper I had at the back of my property, and items under my deck which were part of the extension. I WAS TOLD SPECIFICALLY that they didn't need to be moved because tanks aren't typically in that area. There was another table near the corner of my house that I asked about and he had no problem telling me to move it which I did.
-2 days later, I was told my scan results were inconclusive due to not being able to scan in the same areas I just mentioned. When I pointed out the fact that the scanner told me not to worry about moving the items during the scan because tanks aren't typically in those areas, their email response stated in part: "It's not particularly fair for us to send a technician and have them assist in moving the objects or having to adjust his schedule because the property was not prepared."
-I pointed out the fact that they didn't convey any of that on the day. He didn't tell me he didn't have time to wait around while I moved things (even though I was ready to and easily could have and offered to), and he never told me that by not moving them I would instantly receive and inconclusive result......and he should have. I waited 6 hours for their "window" of service specifically so I could meet and make sure I accommodated as much as possible. The simple fact is that most businesses would go out of their way to accommodate a customer paying for a service.....not guilt tripping someone for assuming that some questions could be asked on the day. (especially when its $400 for 15 minutes of work)
THE BIGGER PROBLEM:
-The issue isn't the fact that my results weren't to my satisfaction. The issue is the conflicting information I got on the day vs the justification I got afterwards when I pointed it out. I expressed discontent with this.
THE CUSTOMER SERVICE:
This is where the issue really starts. To sum up a few choice moments, I was told:
-Its not our job to babysit people moving stuff around their yard
-Had yelled at me: DID YOU OR DID YOU NOT READ THE EMAIL
-Was told: You can go to five other scanning services that charge 500 bucks and get the same result.
-LUCAS resorted to yelling the majority of conversation, consistently interrupted me, and I heard him say to someone "THIS **** IS TALKING IN CIRCLES AGAIN".
NEVER, have I experience anything like this from a company providing a service.
At one point while he continued yelling I simply hung up. He felt compelled to call back and continue. I was literally beside myself with disbelief. This is a company PROVIDING A SERVICE????
Initially I was very respectful. I pointed out he was yelling and told him to stop. I asked numerous times for him to stop interrupting and let me talk....to no avail. In the end I told him to go **** himself and hung up again.
I think the catalyst which set him off was the fact that I called the guy that did the scanning "some kid", which I didn't realize was actually LUCAS himself that did the scan..... which he angrily pointed out while telling me his age and experience in the industry. Great job Lucas!! A shining example of customer service!!