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Update: Rating was lowered from 2 stars to 1 star due to false statements in the business’s reply. Each claim in the response is contradicted by the screenshots of our full conversation, which were posted in full for transparency. 1. There was no “full day notice” provided regarding arrival time. I asked the morning of the appointment what time you would be arriving, and only then was a 1–3 PM window confirmed (as shown by the timestamps). 2. You never requested the tenant’s contact information. I have always been the sole point of contact on every property you’ve worked on for us, and this had never been raised as an issue previously. 3. You messaged that you were on your way and later wrote that a police matter came up and that you would be late. After that update, the person who had been at the house left, but I was still prepared to provide access remotely, as agreed and done on prior visits. 4. Upon arrival, you sent one text message and did not place a phone call. Once I saw the message, I called and texted back immediately and attempted multiple follow-up calls, which were not answered. A brief call at the time would have allowed immediate remote access. 5. I did not expect you to return after leaving. I simply asked whether you were still nearby and available later that day, as access could have been provided right away. 6. Remote access has consistently been the standard process across multiple properties we’ve worked on together, including this one. This was acknowledged during the first visit (“sounds good”), and no issue with this process had been raised before. The public reply does not acknowledge the documented facts and does not reflect what occurred. ————————— Original review: We reached out about three weeks ago due to a leaking dishwasher. Brion came out and, per his own invoice, the repair consisted of simply tightening the water line. He stated that if the hose needed replacement later, the $100 fee charged ($60 trip and $40 labor) would go toward that replacement, while suggesting that installers usually consider hand-tightening “good enough.” Three weeks later, the dishwasher began leaking again. Brion scheduled a return visit for the next day between 1–3 PM. He mentioned he had a police matter come up and would be late, but still arrived within the scheduled window. He sent one text message at 2:34 PM stating that he was outside and that no one was answering the door. Unfortunately, I missed that text and only saw it about 35 minutes later. As soon as I did, I immediately called and texted him back. I was supposed to give him access remotely—exactly how we handled access during the first visit—but he did not attempt to call even once. I explained that I had missed the text and asked whether he was still nearby and able to come back. He ignored all calls and messages for the remainder of that day and the following day. When he eventually responded, the tone was extremely hostile. He stated that he was “not inclined to work with us,” accused us of wasting his time, and demanded $150/hour to return. This was especially confusing given that the entire situation could have been resolved in under 30 seconds with a simple phone call, allowing access to be provided immediately and avoiding any waiting altogether. What made this especially disappointing is that we had worked with him multiple times across different properties and had always trusted and appreciated his work. His response was unnecessarily aggressive, unprofessional, and dismissive—particularly given that no effort was made to call or help resolve the situation at the time. Between the incomplete initial repair and the way this follow-up was handled, we will unfortunately not be using his services again, despite having several additional jobs planned and having trusted him in the past. —————— Note: The timestamps shown in the attached screenshots reflect a time zone difference, as I am currently traveling. The actual timing of the conversation was approximately 8 hours earlier (Austin local time).
