We have called on Garrett's services for several years. We know they are a reliable business with professionally skilled & friendly plumbers. However, this past Monday, 12/20 we found a new inconsistency with their dispatch that was never there before.
On Monday, 12/13, I called to schedule Carlton (THE BEST) to come out & install a new sink faucet assembly. Carlton has come to our aid 2 previous calls and he not only knows his stuff, he's extremely friendly & bends over backwards to help with anything. No hesitation. He is awesome! The person I talked to on the phone said he would schedule Carlton to come out on Monday, 12/20 from 9-11am. That day comes. At 10am I called Garrett to confirm that Carlton was on schedule. When the office person (we'll call him Josh) answered the phone, I got a short, yep and they hung up. I called back at 11:15 and was told by Josh that Carlton just called & said he's 5 minutes away. So I waited. Thirty minutes later, I start calling the office. Ring, ring, ring. No answer. Six times I called getting no answer. Prior to this, after every other time I called got an immediate pick-up.
[FTR, the only reason I did this much is because I know this is an office issue & has nothing to do with Carlton. Plus I know from experience that this is not how poorly they usually handle their business.] I waited about 10 minutes to calm down & called again. Josh picked up and before I could say anything, he immediately said, GarrettPlumbingholdplease. I hung up because now it's after noon and I'm feel like I'm getting the runaround by a company that doesn't run like this normally. I am angry about how I'm being treated and about what a terrible face they're putting on an otherwise good, solid business.
Long story short, 10 phone calls (as counted from my phone's log) & being put on hold for 8 minutes, it was established that Josh misunderstood Carlton's schedule, apologized & said that Carlton would be at our house between 11 & 2. I told Josh that at 2:01, if Carlton's not here, we're done with their business. At 1:45, we saw the Garrett Plumbing truck in front of our house. Carlton had arrived and took care of us as always. I do not blame Carlton for anything that happened with Josh.
Whoever Josh actually is, he has now offered Garrett the opportunity to give him much more extensive customer service training. Customers are not an interruption of the day. They are the reason you have a business.