Basement Unlimited

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• Anonymous

  July 7, 2015

  I was a formerly satisfied customer that recently tried to engage Basement Unlimited again to provide an estimate on additional work at my home. Previously I classified working with Basement Unlimited as positive experience and recommended them to some of my personal contacts, however this past dealing with them has been one of the worst examples of customer service that I have ever encountered with any business. Never before have I tried to give a company repeat business and been treated so poorly.

  I initially called Basement Unlimited the morning of Wednesday, June 24th to set up an appointment due to a recently discovered
  crack in my foundation. The operator scheduled me for an appointment for later that afternoon from 1-2 PM, which I was very pleased with. No more than ten minutes after my appointment was scheduled, the estimator (Ken) called and informed me that he would need to cancel the appointment due to a personal conflict. I asked when I could reschedule for, and Ken informed me that he would look at his schedule and call me right back so that we could set up a time. Five hours went by without receiving a call from Ken, so I called him and left a message on his voice mail. Another two hours went by without a call back, so I called Ken a second time and was sent to his voice mail yet again. This time I did not leave a message, as it was obvious Ken had no intention of getting back to me. I never heard from Ken again.

  Later that evening on the 24th, I called the Basement Unlimited main number and described my experience to the operator. She
  was apologetic and put Cliff (the owners) on the phone, who also apologized profusely for the poor service. Cliff then informed me that he would call me first thing tomorrow morning (the 25th) so that we could reschedule. I waited all morning and early afternoon and never received a call from Cliff or anyone at Basement Unlimited. Later in the afternoon on Thursday the 25th, I again (for the 4th time in two days) called the Basement Unlimited number and spoke to the operator, who again apologized for the inconvenience and scheduled me for an appointment between 4 and 5 PM on Friday the 26th. She assured me that Cliff himself would be at my house to provide an estimate.

  On the day of my appointment (Friday, 06/26), I left work early to ensure that I would be home to meet Cliff at my house for the appointment. I waited until 5:05 PM, and Cliff still had not shown up. At that point I called the Basement Unlimited main number yet again and spoke to the operator, who told me that she would call Cliff to see where he was and would call me back
  right away. 45 minutes went by without receiving a call from anyone. At 5:50 PM I called the main number AGAIN and was sent to the
  general voice mailbox, where I left a message asking that someone please call me to let me know if Cliff or another estimator would still be coming to my house. As of the time I am writing this review (11 days later), I have still not heard from anyone, and obviously the estimator was a complete no show/no call.

  I understand that running a small business can be difficult, and that sometimes mistakes will be made, however this experience is in my opinion inexcusable. Never have I felt so disrespected as a customer. The repeated lack of communication in and of itself is totally unprofessional, however not showing up for an appointment twice, the second time being a situation where Ieft my job early to meet their estimator, and never calling the customer or returning a phone call is just beyond words. How Basement Unlimited could treat a former customer like this is just incredible.

  I even sent the owner an email with all of this information, and was totally ignored. Not even a reply message or a phone call. I think that in and of itself explains how Basement Unlimited thinks of its customers. I would encourage anyone considering using Basement Unlimited to look elsewhere; there are plenty of reputable companies that value your time and business out there.

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