We have been customers of Sobieski for 6 years now, and we are finally calling it quits after multiple 'No Shows' for seasonal maintenance appointments (Sobieski Gold Package). We have been rescheduled so many times due to their busy schedule that they kept giving us credit for having to wait all day. BTW, they don't give credit anymore, they just keep rescheduling and promising to do better.
After the last episode this month I cancelled the contract and told them I just want "good" service" not "free" service. Below is what the last episode looked like, but it represents what we've experienced with Sobieski the last 6 years. I don't know why we held on so long with them, I guess we were too forgiving and hoped it would improve!
We were told we were the first stop on June 30, and I explained that we had an appointment at noon time and we would schedule a different day if that was a problem, but they assured us we were first (8:00) and they even confirmed it that morning of the 30th. At 9:00, we called to say no one showed yet, and they stated he would be there in "23 minutes"(they used that exact time frame), and that he had just finished with a customer. So they not only lied in telling us we were first, but lied about the 23 minutes, and there were several more lies to come. At 10:00 we called again as no one showed up still. They said he was 5 minutes away. At 11:00 we called yet again to say we had to leave for our appointment. At 11:15, we got a call from Chris saying he was in our driveway! No one bothered to tell him that we had to leave after waiting all morning. At that point I had already spoken to several people in the office, including Kate, a supervisor or manager, who promised to call me to resolve the issue that same day. She never called. I called her at the end of the day, and left her a message, but as of a week later she still had not called us back. I had also called again at the end of that scheduled day and asked for a different supervisor to call, and no one ever called us.
So after a week, I called again and spoke to a manager named Kyle. I told Kyle that we were tired of getting this same poor service every season, and I explained the comedy of errors that occurred one week earlier, and explained that this is how our service looks 80% of the time. He confirmed that he listened to our phone calls that had been recorded, and he agreed that the errors were multiple and inexcusable. I said this was the last straw, and we wanted a refund of the $198 we paid back in March for the GOLD package, which we had not yet received any service for, and to cancel our contract for good. He did not even try to win our service back, he just said okay and said we would have our check refunded but it would take 7-10 days. That was on July 7th.
I called again yesterday, July 24th, to report we have not received the check yet. No one has returned my call again to explain anything. I'm not surprised, but extremely frustrated with their lack of respect, lack of honesty, lack of all things related to good customer service. I noticed in other poor reviews, that the poor service is spread over all of their service areas. I'm surprised they average 4 stars overall, but maybe that's why they don't respond to the percentage of customers who do experience poor service. They are spread so thin, they don't need all of us anyway!! BTW, they are not even BBB credited - I wanted to get my issue resolved through the BBB, but they are not registered with them, so we will have to keep fighting Sobieski to get our money back (which, again, we received no maintenance service for). Don't use them, unless you like sitting around all day waiting, only to reschedule. Oh, and listen to their phone greeting where they guarantee you won't have to wait!