Let me start by saying the team they send out to do the work are very nice and do strive to make the customer satisfied. What is disappointing about this, is they have no support from their supervisors or managers higher up.
Our experience is this: November 11, 2011 I scheduled a very basic carpet clean. ( Just doing the walkways no furniture needed to be moved.) I cancelled all my appointments for this day and when they arrived, at the scheduled time, they got all set up, took my payment, and then informed me that they had left the wand at another location. Unfortunately, they would need to reschedule as it was 5pm on Friday afternoon. Good thing the event planned the next day had been postponed, I thought, as this wasn't as urgent as it had been. All I was out was my work day, being that I'm self employed.
The team was very apologetic and professional.
We rescheduled for 11/23/11. A different team arrived, again very polite and professional. They began their work and after about 5-10 min I noticed that the truck that was parked in my driveway had fire coming out of the back of it. Yes, a fire was blazing inside of the truck. My house backs up to the green belt of Zilker park. Needless to day everyone who happen to drive by had stopped in the middle of the street grabbing hoses from neighbors houses as we worked on putting out this fire. This could have been disastrous! If this fire had gotten to the backyard, we could've had another huge fire event in the area.
As fire department arrived and we had the most of the fire out. They were very grateful to all of our fast actions, as even five minutes it took for them to get there was not enough time.
A furniture blanket was leaning against the engine inside the back of the truck and it caught fire.
The team was able to finish this job and again very polite and apologetic.
What I am upset about is that NO ONE from Blackmon Mooring Management team called to follow up on this. We waited two weeks before we sent an email to them and then a supervisor called to report he knew about the fire in the truck, but that he was told it wasn't that big of a deal. Really? How do you not follow up with customers on both of these situations? A simple follow up call to acknowledge that you are aware of these events is all it takes. How about is there anything can we do to make this right?
I'll give him credit, he did come by the house to see me face to face. What was all that worth...15% off MY next clean. Uh..there won't be a next clean. Two times your crew had issues and both times no one from your office every called to follow up on these events. We had to contact you to even get on the radar.
If this was one incident, I'd probably not even bother with the time it takes to write this, however, I feel that other consumers should be aware of these issues.
A little customer service training goes along way.