Normally, I like to hire contractors through references, and Premier's Bill French was recommended to me by the Realtor who helped us purchase our home. We were in the market for a big-ticket item: a new furnace. My experience was - hands down - the worst, most unpleasant interaction I've had with a fellow contractor.
I left a message with a woman at the office when I first called. It went unreturned for over a week. I called for a second time and left a message explaining that I would really like to consider hiring them for our new furnace and requesting that they call me back.
He did return this message, saying they must have taken the number down wrong, because he got a strange recording on the first attempt, and the number was disconnected on the second try (??). During this call, he said he'd be able to meet with me that day but he'd have to call me back within an hour to set up a time.
Over an hour and a half later: nothing. I called back, told the woman I hadn't heard anything, and asked if I could get an appointment time to plan my errands around. She called back with a half hour window in the afternoon, which I agreed to.
The window came and went. I called shortly afterward to see what his status was. The response? The woman gives a little laugh, as though it's ridiculous for me to be calling so soon after he's due to arrive. ""I'll check with him and call you back.""
Five minutes later, Bill drove up. He seemed friendly enough and asked me how I was doing. I told him I was a little frustrated, mostly with the trouble I'd had communicating with his company over the phone. I added that, as a business owner myself, I try to give people a heads-up when I know I'm running late for an appointment.
He looked straight at me, said, ""Well, have a good day,"" turned around, and closed the door in my face! I stepped out after him and asked what had just happened. He told me this obviously wasn't going to work out. I explained that I was trying to provide constructive criticism, something I value from my own customers. He said, ""I don't do constructive criticism."" With that, he turned his back to me, got in his van, and drove away.
I was left absolutely shocked at how rude and aggressive this man was, and by his complete inability to maturely accept honest feedback from a customer. He and his office staff showed a near total lack of professionalism, on the phone and (especially) in person. Shortly after he left, I was in tears. What a bully.
more