- Phone: (907) 522-3020
79 ratings.based on
What our customers think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
Per our follow up phone conversation, we apologize for any miscommunication. I did talk with our technician, Tevita, and he said he did tell you there was a "possibility it could be done by the time your guests arrived, but no guarantee" . He is very sorry and said he was not intentionally trying to promise something we can't deliver. We have a handout that is being giving to all our mitigation customers in the beginning of a loss to explain how the mitigation and repair process works and the timeframe.
We are sorry you are not happy with the product. We reached out to our flooring vendor and this is his response: "I am sorry to hear we have an un-satisfied customer. I was the tile contractor as well as the sheet vinyl and carpet contractor for this project. The tile was already on site and was bought by homeowners months before start date. The homeowner requested a carpet estimate, as she wanted to update the house before she put it on the market to sell. I personally drove out to her house with samples and went through her options. She requested that we go with a cost effective carpet that would hold up 10 years. I showed her two samples that would be cost effective and explained that if we went with a more durable carpet, (which we have many) that the cost would go up. She decided that she was just going to go with the less expensive builders grade carpet(10 year warranty), because it was her intention to get the house on the market within the next couple years anyways. I don’t believe that this should reflect negatively on service master or Aurora Flooring. Krys was a wonderful, great to work with customer during the construction process."
We always appreciate constructive feedback and appreciate you bringing this to our attention and allowing us an opportunity to respond. Please feel free to contact us with any concerns or questions you may have.
Thank you so much for the constructive feedback. I'm sorry you interpreted my project managers words as a negative commentary. He was trying to convey that we could not get all of your repairs done as quickly as you had requested and wanted you to know there were other options if you weren't satisfied with our timeline. We did our very best to accommodate your schedule and try to get the repairs done as quickly as possible. It is difficult when there are changes to the original scope of work as was the case with your job including coordination of multiple trades (plumber, drywall, etc) and still trying to keep things on schedule. We hope that you were satisfied with the work.