From Michael McDaniel.
Atlantic Weatherproof Systems, LLC
This review is based on customer service only.
I contacted Atlantic on 28 Sept to get a quote on a ridgeline cover replacement. Randy called me back and gave me an over the phone estimate. We agreed to meet at my house on 29 Sept at 11:00 to sign the contract. 11:00 on the 29th came and went, I called the office, no answer, I called Randy, no answer. Randy did call me back at 11:19, I let him know who I was and why I had called. Randy apologized for not meeting me but he was headed out of town on a mini vacation. Randy assured me someone would show up on 30 Sept to complete the work we agreed upon.
The 30th came and went, no one showed up to complete the work, and no one called to explain why. I called the office on the 1st Oct and left a message asking for a return call and an explanation.
On 2nd Oct, I called the office and explained what happened. Randy called me at 10:38, apologized, told me he wasn't aware the job did not get completed on the 30th but assured me someone would be at my house today (02 Oct) at 1:00 to complete the job. No one arrived at 1:00 or 2:00, but I did get a call at 2:58 from an employee telling me he was on the way to pick up the parts and he would be to my house in 30 to 40 minutes. I hung up and called Randy, told him I no longer needed his services and explained in detail why. Randy hung up on me. I called the office, explained what has occurred and asked the receptionist to please call Randy and have him tell the employee not to show up at my house. I also told her I would be leaving a negative review on social media based on customer service and not on the quality of the work, as mine was never completed. The receptionist repeatedly apologized profusely, telling me this was not the way they did business. I told her she had no reason to apologize as she did nothing wrong. I was not harsh, I did not curse, nor raise my voice during this entire conversation.
Approximately 5 minutes later I received a phone call from the employee trying to get me to change my mind. I refused. Approximately 5 minutes after that, Randy called me back and accused me of "balling out" his receptionist and making her cry. I told Randy exactly what I said, how I said it, and why I said it, to his receptionist. Randy then attempted to shift the conversation to why he was out of town, who failed to show up on Saturday to complete the job, and he should have told me 3:00 instead of 1:00 today. They were all great excuses but in the end they were excuses. Randy's lack of customer service and employee problems is not my problem. It is a company problem not a customer problem. I called him to do a job based on the reviews for his company. Randy and his company repeatedly failed to make appointments when scheduled, no show to complete work, and then try to shift the blame to me. This is why I refused to continue to do business with Randy and his company. A systematic failure in all areas in his customer service.
Again, this review is based Entirely on customer service Not work completed as no work was ever completed.
Today, 03 Oct 17, I just received this text message from Randy, the owner, even after telling me "We have nothing further to discuss":
" Our family thanks you for your review. We work hard everyday and I tried to squeeze you in with my long backlog of work and because timing didn't work out you feel you need to try to ruin me. Thanks again. Good thing I have so many review that say my customer service is excellent that yours won't matter. Thanks again good luck getting the work done." I have nothing further to add and will let Randy's response speak for itself.
