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I set up an initial appointment with this company to get an estimate on exterior trim painting - for March 3 at 11:30am. I did not see or hear from the representative until 11:45am that they were running a "few minutes late" and would be about another 10 minutes. I waited, and they finally showed up 45 minutes later - an hour late for the appointment. At that point, I needed to reschedule because I had to leave for an appointment that I had informed them about. We rescheduled for March 16 at 11:00am. On that day, I did not see them or hear from them and it was 11:20am... so, I texted them and told them not to bother coming. I felt that if a company cannot be on time to give an estimate for work, how punctual will they be to actually get the work done? I gave them 2 chances. It took them another 20 minutes to even respond to my text, to only say that they would take me off their contact list - no apology for being late, etc.
In addition, when they were setting up the first appointment, they asked me if they needed to speak to the "Mr." of the house to get an approval of the estimate. I was speechless, like they thought a female could not owe property or make financial decisions regarding the house! That kind of archaic thinking from the owner of the company was out-right offensive.
Desired outcome: None, other than WARNING potential clients, should timing for appointments be important to them.
Hey there Roberta,
I sincerely apologize that you feel we didn't respect your time during the estimate process. Although we never got to provide your quote or work with your household, I'd like to address your thoughts mentioned above.
No one in our organization thinks women can't own property or make their own decisions; the thought that anyone would hold that belief is absurd. We do, in fact, ask both homeowners (in the event there is more than one homeowner), to attend our estimates. This is incredibly important because if we don't require all decision-makers to be present as we build a quote and project plans, the homeowner who didn't get the chance to voice their concerns and preferences will invariably feel unheard, not included, and rightfully so, will claim at the end of the project that it wasn't completed to their expectations. How can we meet expectations that were never conveyed to us? That's our goal when we request any spouses to be present. We find this scenario easy to avoid, by simply requesting spouses to attend the estimate. I'm sorry you took our request as a personal attack, that was not our intent.
In the event that we're running behind due to traffic, long lines at Home Depot or Sherwin Williams, or urgent needs at the jobsite of a current customer, we do our best to communicate with whoever else may be affected by our change of schedule. We try to avoid this, but sometimes communication is the only way to show respect to the schedule of others when plans change. We had a hard time making it to meet with you on two occasions, and I understand your frustration despite our communication. We fell short in meeting with you on time, and I sincerely apologize.
I hope you were able to find a contractor you were happy with. If you haven't found someone yet, we'll be happy to provide you with a list of 4 local painting companies who regularly perform high-quality work and people tell us are great to work with. Just reach out to us over email or phone, and we'll be happy to provide those companies.