Evergreen Plumbing & Heating Co., Inc.

I fired Evergreen Plumbing & Heating (EPH) today. Here's why: I have been using EPH for the last few years. I chose them because of their great customer service, not because they were low cost. That seems to have changed. I don't know much about plumbing and heating, but I've been a customer in many places over many years. I called in early June, and set up an appointment for a plumbing repair (non-critical). The original appointment was set for Thursday, June 25, 2020. I received a call from Mike at EPH on my cell phone on the morning of Wednesday June 24, 2020 asking whether I was available for the plumber. I told Mike that the appointment was on the 25th, not the 24th. He told me I was mistaken. Since I was not available on the 24th, I told Mike I would call to re-schedule. I don't agree that I was mistaken, but I couldn't prove otherwise, so I let it go. I called EPH on Friday June 26, 2020 to re-schedule. I spoke with Mike, and we agreed on 9:00 - 12:00 noon on Thursday July 9, 2020. On the morning of Tuesday July 7, 2020 I called EPH to confirm the appointment. The call went right to voice mail. I left a message with my name and number and explained that I wanted to confirm the appointment. I never received a return call. Thursday July 9, 2020 rolled around. I expected a phone call, text message, or email. None of these happened. I did not see a plumber at 9:00. I waited until 10:00 and then called EPH. Sara answered the phone, and I explained that I was expecting a plumber. She did not have an explanation, and suggested that I speak with the service dispatcher. She took my cell phone number, and said the dispatcher would call me right back. I did not receive a return call or see a plumber by 3:30 in the afternoon, so I called EPH again. The call went right to voice mail. I left a message with my name and number and expressed my unhappiness. I received a return call from Mike about five minutes later. Mike said he had been trying to reach my cell phone all day. The number he called was that of an old cell phone. I asked why he didn't call my current cell phone. He said that the old number was what he had on file. I pointed out that he'd called me two weeks earlier on my current cell phone. He then said the old number was the primary number. I asked why he didn't call all of the numbers on file. I didn't really get an answer for that. I admit to being angry by this point. I was not satisfied with Mike's answers, apologies, or lack of effort to retain an existing customer. I said "We're done" and I hung up.