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  • Avoid the company, they have no respect for a customers time and sounds like they overbook themselves with inexperienced employees. I had a standard 4 hour appointment. I received a text notification that the tech was on their way about an hour after their 4 hour window. After another hour without any sign from the tech I called. I talked to a nice lady, she informed me that they were running behind but that a supervisor would be over. After another hour with no sign I called again with no answer and no messaging machine. I waited it out, then received a text (about 4hours after the scheduled appointment) that they would not be coming at all this day and would not charge a service fee and would reschedule for the following day (this is their message: Hello this is Erin from old West builders, we have unfortunately ran into some issues today and some of our calls have taken a few hours at a time and is such our technicians are still several hours out from being able to get to your area, I understand is it inconvenience so what I can do is waive your service fee and get you set up for any time that works good for you tomorrow, you just name the time and I'll have a technician there and once again they will waive your warranty required service fee Once again I'm very sorry for this inconvenience.) So I followed that message by calling them again, this time an answering machine was available. I left a message expressing that my time had been wasted even past their appointment time due to them leading me on that they were running late. I was not informed until 4 hours after that they could not make it and would reschedule at any time that is convenient for me. So I chose the following morning at 5am or their first account. They responded by telling me they cancelled the service because they will not start a service at 5am. I'm sane and understand this, but I also chose a ridiculous time to prove a point (they did say I choose the time) and left the option to come at their first service time. I'm most irritated with the company for leading me on and not understanding that their work load is overwhelming them and they cannot even give a proper update. Also why send me a message telling me a tech was on their way an hour after the appointment time, when they weren't? Then tell me a supervisor was on their way, when they weren't? Answer: no respect and/or incompetence. Thankfully this isn't summer.
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