ComplaintsforTotal One Services LLC

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It's unfortunate that I must write this. Im sure this company does outstanding work, however in MY experience, this company doesn't have a great handle on communication or customer service skills. I just want to bring this to their attention in hopes that they will conduct business in a more professional manner and handle potential client critique without offense. I initially contacted this company on 4/13/21 and met with a very pleasant and informative Jordan. I had a great vibe from the young man at my first property that I asked him to see my second property. He got back to me a few days later with the quotes. I agreed to the pricing and offered to pay everything upfront and was ready to move forward. Days and days would go by with no contact. I was later advised that he was working on a project that he was behind on and he would get me a start date within 2 weeks. That time came and went, I reached back out, no response. I reach out again, he promises to put me on the schedule for the following week. Days go by again, no response. I reach out a few more times to which they were all ignored. By this time almost 2 months had gone by. I gave up. My last message was sent 6/1/21. Quite interestingly enough, I was approached with an opportunity to share my experiences with a friend. I quite simply advised this company isn't great at getting back to clients. To which his "sister" allegedly apart of the Total One family, proceeded to go back and forth with me basically stating it was my fault and that he had other more pressing projects and so forth. What's so wrong with admitting your short comings as a company and apologizing? What's so wrong with saying you're unable to commit to my projects so that I could save my time and find another company. But no she decided to victim blame and be rude and very condescending. Definitely didn't provide any positive insight on how a dispute would be handled with this so called company. Own up to your wrongs and move forward.

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/08) */ We lost contact with this client at the time stated due to port forwarding a phone number that was tied to a cell phone to a land line. In which we lost contact with quite a few clients/potential clients, which is why we sent out an email on 6/6 explaining to clients that text messages are no longer receivable as a form of contact for the business and we may have had issues receiving text messages due to the port forwarding taking over a week to complete . This client posted on Facebook stating her opinions and a few others posted stating their opinions that she was being rude. She has stated my company as a "so called company" numerous times and appears to be frugal that we did not get to complete her project and are heavily recommended on the Facebook group. No one that is employed by Total One services even spoke to her except for my response to her review on our Facebook business page. My Response: Good evening *****, apologies to any inconvenience brought upon you. This will be the second time you have referred to my business as a "so called company". I'm sure you wouldn't take this lightly if someone did the same to you when you in fact strive to run a company that is as wholesome as it can get. Appreciate the kind words of my demeanor. You were never attacked by anyone or victim blamed on a post on Facebook. In light, it seemed you may have started calling a few people names prior to any victim blaming against you as you have stated. You stated your opinion and others stated their opinions. You were also shown proof of why your text messages weren't responded to at the time. 5/24 was our last contact and during that time we were port forwarding a phone number that was directly tied to a cell phone to a land line. In which the mass company email of hundreds of clients stated; no longer receiving text messages as a form of contact and took effect some time prior to the email date of 6/6. At this time we lost contact with quite a few people obviously including you which is why our mass email went out in the first place. There are struggles in small businesses with high traffic/volume as well as project start date issues in any construction industry due to the liquidity of projects taking much longer then expected at times. At any given time our phones are always answered; which is why we have decided to stop receiving text messages as a form of contact to keep up with the curve and influx of clients. In return, I love constructive criticism, constantly striving to be the best and work out kinks to be the best I possibly can be. -****** That was the only response an EMPLOYEE from total one services sent to her, which in fact was written by me 100% business owner and sole proprietor. There was a response to her comment on Facebook from my mother (not employed nor has any doings with Total One services) stating that her comment was rude in which she simply stated her opinion just like this client stated hers on Facebook as well. From there my mother stated she did not want to put anything on "blast" due to the fact that she also tried to get services from my mother which is the owner of a cleaning company and her house was simply inhabitable. This client then stated that everyone seemed to be with the cattiness and going tit for tat with her when in reality she wanted to go tit for tat and have the last word of her own just like she does with every other business on the Facebook group. From there, there was a comment from my sister stating the reasoning for the disconnect and screenshots of the mass email which went out from our company (attatched). This client then proceeded to post on facebook talking about burning my business to the ground and she is ready to get petty and rumble (attatched). I personally couldn't respond to her comment on Facebook due to not being in the group myself. In light; it was hard for me to schedule her project due to her house being simply inhabitable and me trying to figure out how I'm going to get the project completed and completed properly(in which saving grace, I personally did not want to notify her of this issue (as I think anyone would to spare grace) instead I just tried to accept the fact of trying to get it completed on my own plate despite the circumstances) After loosing contact with this client and many others at the time due to simply not receiving text messages as a form of contact any longer, we switched to a landline phone which we receive calls and the client was notified of in the email on 6/6. (attatched) Timeline of progression: Last contact from Total One to her via text message 5/24. Her last contact via text message 6/1 Company mass email 6/6 stating we may have not received text messages the past week/no longer receiving text messages as a form of contact. 11/2 her comments on Facebook about my business 11/2 her post on Facebook stating she is going to burn my business to the ground instead of apologizing to her and has a meme stating let's get petty and rumble (attached screen shot of her post) 11/3 review left on total one services page (Same as her complaint) 11/8 response to her review from me (******) from Total One services page (Shown above) 11/8 received email about complaint listed on BBB 11/8 this response

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