My family is in the process of building a new home where my childhood home, built in the 50s, once stood. We needed a camera run through a clay sewage pipe to determine if there was any root intrusion or damage from a nearby grand oak tree. I called on 4/11 and scheduled an appointment for 4/17 at 8:30 AM.
We arrived at the house at 8:30 Monday morning, and thankfully, I called to follow up at 9 AM. I was told there was an oversight, that my appointment was never scheduled. and I was worked into the schedule for Monday afternoon at 3.
My children and I arrived at 3 PM for the postponed appointment, waited 1.5 hours, and I finally called at 4:30 for an update. At that point, I was assured I was the next call, and I should expect to hear from a technician shortly. At 5:30, I packed my kids up and headed home.
I called Tuesday morning to speak with an owner to explain how disappointed I was in waiting on two no-shows on Monday. I was told the owners had been on vacation, but they were returning to the office around noon. It was also shared that they were short-staffed on Monday and had a major emergency job Monday afternoon. Sadly enough, I never received any sort of update/call from them about this, which would have saved me a lot of time... I explained that I really needed this work done this week and was scheduled first for yesterday, 4/19, at 9 AM.
Once again, my husband and I arrived at the house at 9 AM and waited. I called at 9:45 to ask if we had been deleted from the schedule again and was told that the technician was on another job (I thought we were the first appointment yesterday?) and that he would call when he was thirty minutes out. It seemed obvious from the pause on the phone and the fact that they scrambled to locate a technician nearby that we were most likely not on the schedule again. We finally got a call from Tim at 11, and he arrived around 11:30. His work was completed by noon, and he handed my husband a $350 invoice for the job.
My husband called the office to pay the invoice this morning and explained all of this to Debbie. Once again, we were told that she had been on vacation, and after a long pause, she asked what he would like her to do. (I should have asked how much her time is worth per hour since her business wasted over six hours of mine.) We were given a $50 discount, paid the bill, and will not be calling Sonar Bonar again.
I understand it is difficult to estimate the time needed for certain calls, and I was more than patient. If your time is valuable to you, I suggest you find another company.