J H
2/5
I am not one to ever leave a review or write something negatively on a public forum, but after my experience with EMG I thought it was important to share my experience so anyone looking at booking this company doesn't go through what we went through.
I wish I had of scrolled down and read some of the earlier comments before engaging this company to do the work I needed done, because I experienced some of the exact same issues. To be clear and fair I am happy with the end product, however, the process to get there was extremely disappointing and became stressful at times.
- Multiple cancellations ( 3 times) on the morning the job had been scheduled in. This in itself was extremely unprofessional as I had other tradesmen ie plumbers etc locked in on these to days to coordinate with jobs that needed to be done at the same time as the instal to make the whole process run smoothly. Because the cancellations were on the day of the job, not even 24 hours notice, I had to pay these tradesmen for the cancellation so I was hundreds of dollars out of pocket. Not to mention the multiple days off work I had to take to be here with the installers, plus the the time we had flown back from holidays 2 days early for the second time the installation had been booked in as we were told they were really busy and we didn't want any more delays. I was so understanding for the first few cancellations and then on the 3rd time, it became utterly ridiculous. At this stage I was sure I had been ripped off and this company had just taken my money ( a 60% deposit) and I actually got really concerned. To put my frustration and concern into perspective, the first instal date we had locked in was 30th Sept and the job didn't get completed until Early December...
- On the day the installers finally showed up they showed up over an hour and a half later than the agreed start time.
- We had issues with the installation, a few measurements were off, which is fine, these things can happen and once again I was undestanding . However, the way it was dealt with was highly unprofessional and unhelpful. The owner Sam demanded the rest of the payment for the job before it had been completed and the mistakes with installation were rectified. He was threatening legal action to get me to pay. The follow up communication to get him to come back and fix the mistakes was very irrational and poor not only on the phone but also via email. There were lengthy emails from "Management", "Dora" and "Veronica" but Sam would obliviously go from writing in 3rd to 1st person so it was very obvious he was behind all the correspondence.
I am an extremely understanding and patient person, however, my dealing with this company was one of the worst I've had.
Once again, to be fair the final product ( minus the mistake with the measurements in the stone, which was eventually fixed) is great but the process to book in the appointment followed by the multiple same day cancellations and poor communication was extremely disappointing and made dealing with the company very stressful.
And to give credit where credit is due; The actual installers and workmen were lovely. The owner Sam really needs to work on his communication skills and strive to be solution based with his clients and manage his time and bookings more efficiently.
I hope EMG read this comment and take on the feedback in order to provide better customer service to future clients. I am a huge supporter of small Aussie business's and I didn't want to leave this comment on here but its important as a business, no matter how big or small, to be provided constructive feedback when there has been a bad experience in hopes that no one else has to go through the same thing.
The worst part is, I could never recommend this service to anyone purely based on my customer service experience. Which is a shame because of the good work the tradesmen working for Sam put in.
