Sir Grout Austin

In response to the review, the customer is correct. There was a scheduling misunderstanding. However, we really feel that this review is based on the scheduling mishap and not the quality of our work and effort we put in to make this customer happy. You will also see how we went above and beyond to make up for our error. The misunderstanding is based on our technician not being able to see the second job on his mobile device. It is not an excuse; he just did not search beyond the purview of his screen. We normally do 1 job a day and this was an exception, simple human error. When he had reached home, he was informed that he had missed his 2nd assignment. He repacked his truck and headed to the customer. Although the fault was ours, he did drive 90 minutes out of his way to reach the customer rather than reschedule or cancel. When he arrived, the customer had put a time limit of 8PM to complete the work. At 7:45 our technician was informed that he would have to come back to complete the work because the customer did not want any workers in the home past 8. We agreed to come back the next day, Saturday, a day we do not normally perform work. We arrived the next morning and completed the work. From our standards, this was a small job. However, due to our error, we offered an additional discount to the customer as a courtesy. When the work was completed, the customer told the tech she was pleased after the walk through. The general manager called to follow up and was told she was pleased with the work. We apologized again and the customer said ?It?s ok. S**t happens?. We find it unfortunate to be reviewed poorly based on a misunderstanding that we made every effort to compensate the customer for along with performing work they are happy with.