Krisanne in Toronto

Thanks for the review. You fail to detail the whole story, but try to make yourself look like the victim here. You requested an appointment online in which you indicated you had read and reviewed all service and pricing information. I contact you to confirm the details of the order and take your deposit that is our policy for all new customers that book an appointment. You tried to avoid that because of your previous experience with a company cancelling on you. I sympathized with you but assured you we are a legit company, been in business for 17 years, and one of the top rated and most reviewed companies on Homestars, to put your mind at ease. You put your trust in us and paid the $75 deposit. We also went over the fact that you don't have a driveway and only street parking, on a 1 way street, so we would need access infront of your home. We then went over the size of our vehicle and you assured that you would block off space on the street for us to park and an extra car length. Everything was in order, and you were emailed confirmation of your order, the details, etc. Everything was set. On the day of the appointment, we sent you an On MY way notification. There was communication between us via text to confirm yes the crew is on route and should be there shortly. We just had a pretty bad snowstorm the night before, and there was heavy traffic. Our 9-11 ETA (estimated time of arrival) was still being met for the most part. We actually arrived just after 11am (not 11:30) and regardless, there was communication informing the customer, and delays are beyond our control sometimes. When the crew arrived, there was no parking available for us (and regardless if we would have arrived earlier, all the cars still had piles of snow on them, so obviously they had been there for a long period of time) The boyfriend was the one who answered the door and greeted Mariela without a hello, but with a "You are extremely late" in a demeaning tone. On top of the fact that he mentioned he had to leave by 12pm. We would have never booked an appointment (and never do) with customers who put us on a time limit, because we never know how long a job will take, but can estimate about 2-3 hours at least. Regardless, we apologized for being late, and unable to do the job because of the parking issue. The boyfriend then told Mariela to just reschedule the job he doesn't have time for this, and shut the door in her face. Once I was informed, I contacted the homeowner (who I talked with and booked the appointment) and told her of the issues. We told her we would GLADLY come back to do the job, but the cars are the issue. She wanted us to come back at 7:30pm to do the job, but unfortunately we don't work those late hours at night and agreed to fit her in early the following week. That was unacceptable and that's when she got ignorant and asked how we run a business, and that we should cater to her she is the customer and customers are always right. With those comments and the voice message the boyfriend left at 10:30 (I'm going to assume not communicating with the homeowner) left a nasty message stating that we are a horrible business and will be leaving the nastiest review on homestars if we don't call back. Between that and the comments she was making, as if this whole problem was our fault, I decided to completely cancel doing business with them and refunded her money right away. I can go on and on but you can view the text message conversation (although she only posts certain images) and she is constantly writing negative reviews on many sites. This lady is one of those that come about every now and then and think the world revolves around them, and that companies will kiss her but with the thought of an online negative review. I've been in business for 17 years and can happily say we have had no more than 5-10 instances where jobs did not go as planned, but we have always done our best to rectify them. This is a 1st that we cancelled someones business so that just goes to show you that we don't put up with people that threaten us or disrespect us (why the heck would we want to work for these people) None the less, you can see with almost 1700 reviews, and a top rated company 9 years in a row, we must be doing something right. Don't read too much into this review or the others she is posting as fake accounts now to slander our company. This lady has way too much time on her hands. For those reading, if you have any concerns, please reach out to me directly. I can assure you that we have the utmost care and respect for our customers, love our job (hence all the charity and community work that we do). You will not be disappointed as this lady was, but obviously there is more to it than she chooses to tell. ~Paul