I am Steve Hopkins, General Manager of JACK.
We have just been informed today of the feedback that has been listed on this page since August and September 2013, some 6 months after it was placed.
We have been advised, that as we are not paying clients of Yellow Pages, we cannot respond nor do we receive any notification from Yellow Pages about any feedback that may be placed about our company??
First and foremost, I would like to apologise to “kristenh” and “TomasMarin” for your experience. It is at complete odds with the feedback we receive every week and I accept anything we do now maybe a too little, too late for each of you… given the length of time etc. I will endeavour to make contact with each of you and at least discuss the situation.
We do formally and actively seek feedback throughout any project we complete so I am quite disappointed our feedback system didn’t have any concerns bought to our attention at the time but I do accept that as “TomasMarin” is a tenant he may not have had a clear opportunity to give feedback… our current process is directed to the bill payer/property owner.
We obviously appreciate all the positive feedback but also value any negative feedback greatly as we see it as an opportunity to get it right or help keep us on track to become a better company. It was due to general market sentiment about trades people that JACK was created… simply to set a higher standard of service in the trades and we have been successful in that.
JACK started with no clients in 2006 and by turning up on time and doing a good job we grew during a recession to over 4000 clients. Obviously this growth would not be possible without impressing a lot of clients who have then recommended JACK onto their friend, family etc. That work has grown from plumbing and electrical repairs to million dollar renovations and we did recognise mid 2013 the demand for work and quotes was considerably higher than the ‘normal’ growth we had been experiencing, so we added additional support to help but accept we did ‘drop the odd ball’ during that time.
Given the high standards we constantly achieve, the volume of clients that are recommended to us due to the investment we make in our service, it is incredibly disappointing and surprising to see feedback like this recorded against our name hence our reaction today.
There is a lot of great work done everyday by the JACK team and should you have a project in mind be it a minor repair or a large renovation and want to see our work or a genuine stack of positive references (written or verbal) please do not hesitate to contact the team on 0800 111 JACK (0800 111 522) or view our website www.jackofalltrades.co.nz
Thank you for your time
p.s I hope you don't mind but I couldn't submit a 'reply' without a rating so gave JACK 5 stars based on the last 5 references we have received.
I was really unimpressed with the service. I was charged a $250 call out fee on top of the actual fee to stop a water leak around midday on a Saturday - no one ever told me there was such a large fee associated with weekend work. They then proceeded to quote me another huge fee to reconnect the water - which they couldn't do on the same day because they didn't have the right tools. They vaguely said the reconnection would happen a few days later but didn't get around to it. I then cancelled because I got a much cheaper quote elsewhere. The call centre didn't seem to know what was going on at all and really didn't try to help me either. I wouldn't believe the carefully selected positive testimonials on their website.
Very bad service, the call center is terrible. They said quotes will be ready in two weeks but I had to call them in the third week but every time I called them to ask them about how were things going, they invented excuses like they had my phone number wrong, but they could've contacted me by email if that had been the case.
I called them then to see how were the quotes going, and they said that they were in contact with my landlord and they were going to let me know then. I told them that I contacted them in the first place and considering I'm the one that has a water leak from the ceiling every time it rains, I had all the right to be informed. By the way my landlord wasn't contacted by them so I called them again and they finally told me that the quotes were not ready yet but they were going to be sent in one or two days, I'm still waiting after one more week since then.
Two days ago I sent an email to ask them about but they haven't responded.
1/15 Ashfield Rd Wairau Valley Auckland 0627
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