| rev:text
| - UPDATED REVIEW
Professional Rooming Services was scheduled to come to my house for an estimate due rain damage. I was referred to them by my HOA. I was given an appointment window of 9a - 10a. I believe it was Tammy who gave this estimate. Unfortunately, I did not take down the name of who I spoke to. It could have been Angie.
- I called at 1005a and the gentleman who answered the phone put me on hold and stated that they were on their way.
- I called at 1035a and was told by the same gentleman that the roofers were at two other units in my complex. He also stated that whomever I spoke to yesterday should not have given me such a small appointment window.
- I called at 1105 am, again, answered by the same gentleman, who told me that the roofers were both fixing issues and doing bids. I was not given an ETA. I had moved aside two other appointments this morning for this estimate appointment so I voiced my frustration and gave them until 1230p to arrive. However, I was then told that the roofers were supposed to be back at the office for a funeral that is happening today at 12p and that my call would have to be scheduled for another day.
-1230p - I'm at my home and hear something on my roof. I walk out and to my surprise - there is a PRS truck with a ladder on my roof. I walk to the two gentleman and ask what was going on. As I'm part of an HOA, it appeared that they were about to pop by my roof and submit an estimate as they were STILL in the neighborhood without my knowledge as obvi - they had been working/submitting for other bids to the association management company. Luis was polite, professional and apologized that he had not been told that my estimate call was cancelled. He came, took pics of the water damage in my home and went on the roof.
- 1p - I left an voicemail message on the answering line requesting a follow up service call. I also wanted the name of that gentleman who was answering the phone and giving me attitude at my third call so I could add to this review.
Had I been given a service window of 9a to 12p, I would not have been calling every 30 minutes to see what was going on. I was not given realistic expectations and thus, would not have moved two prior appointments around for this roofing bid appointment where I waited 3.5 hours for a service appointment that took all of 5 minutes!
1/22/2018 - I received a call from Tamara from PRS and direct message via Yelp to address my service call issue.
I was surprised with this customer service recovery effort as I honestly didn't expect a response. As all customers want when aggravated - acknowledgement of the issue, an apology for the experience, and a solution for future customers. It was personal (I spoke to the owner) and felt authentic - not just some PR person on Yelp who manages/responds to feedback.
As an aside - my association company ended up selecting their bid for all the work in my neighborhood. Supposedly, the work on my unit will be pushed ahead in the schedule of work.
Good job PRS! I appreciate your efforts. This is one happy customer.
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