Mettler Maintenance Window Cleaning

"Mettler Maintenance strives to be a SUPERIOR service provider in every way. That being said, it is a recognized fact that you cannot please "everybody" all the time, even though it is our goal to have a perfect experience with us every time! In this instance, we gave this customer numerous options to choose from to commit to an appointment. However, a few days after scheduling an appointment the customer called back to re-schedule. This is not unusual, however it did occur during a very, very busy time of the year and our schedule was at maximum capacity for the remaining time left to accomplish service. I had made the customer aware of this immediately and offered the options that were available, INCLUDING REFERRING ANOTHER SERVICE PROVIDER AS WELL AS CALLING EXISTING APPOINTMENTS TO SEE IF SOMEONE WOULD BE WILLING TO TRADE DAYS OR TIMES. After options were presented, customer responded by saying, "Worst case, I will just have you come at the initial time" and " I will ask my.....and get back to you......." We never heard back from customer until 3 days before initial appointment, calling disgruntled to say that WE MISSED OUR APPOINTMENT! Besides being a shock, we were very frustrated, to say the least, that this miscommunication occurred and immediately tried to contact customer by phone, with no response. Meanwhile, we received a disapproving email from the referral party. We responded by explaining the situation more fully and did our best to prove that we handled ourselves as professionals in every way possible. Lastly, without any further communication from customer (i.e.: failure to cancel without notice) we found out from referring party that service was performed by another provider. Despite being disappointed, we graciously waived the late / no show cancellation fee. Hence the above mentioned, we now face a less than perfect review score. It is very displeasing for us to see that even after all that we have tried to accommodate in this matter, we now have a tarnished record. I say "tarnished" because it is extremely important to Mettler Maintenance that ALL of our customers have a %100 satisfied experience with our services. Possibly the only redeeming point for us is this explanation about what occurred, and the fact that service was never rendered. Would it be safe to say that THIS REVIEW IS NOT FROM A CUSTOMER, but from an unsatisfied prospective customer. Either way, we hope that as our reviews accumulate the proof of our great service will prevail. We thank you at this time for giving us the opportunity to explain in detail the background from which the above review reflects. Thank you for the opportunity to serve you, your neighbors, and the San Luis Obispo County community. Eric Mettler - Owner"