Update: someone from customer service saw my previous review and reached out to me. He was very helpful in sorting out what happened and came to my property personally to ensure that I received services. He's been very communicative and makes me think much better of the company. I am impressed that they took my negative review so seriously, and although it does not change my initial bad experience, I see it as progress towards them providing others with a better experience. Hopefully they continue to improve because if I had been getting this level of service from the beginning, I'd have given them 5 stars.