Sky Blue Pools A.
Posted
Horrible lost message and lost customers
We had our phones put to them 24/7 to be answered during business hours then going to their voicemail for us after hours. Initially they asked us how we wanted our calls taken who we would like them directed back to. They did have any type of form or format to provide this information so we provided it in a detailed email. Initially in the first couple weeks it started off good then they would constantly change the procedure and calls would go to the wrong person or we would not get the follow up emails and worst of all they DID NOT record or provide us our after hours messages. After 6 WEEKS I was told they discovered they were not recording or keeping them and there was no way to retrieve them! During the 6 weeks I asked multiple times about after hours calls to verify that I was getting them and they were being sent same as the others via email. They continually confirmed everything was good and they were being sent. We were constantly getting calls from our customers saying no one ever called them back, yet we could not locate any income calls or messages. We lost 4 customers due to never getting their messages and not knowing they needed to hear back. Worst part I could believe when I asked our rep how our calls continued to be put to the wrong person and told him how important is was for us to get all of our customers calls he responded with "Do you have anyone else who could answer your phone" What the heck?? I told him if I did I wouldn't need your service company. What a way to run off your own work that you get paid for. Once we discovered this we stopped immediately. They offered a $500 credit for their mistake. $500 doesn't even come close to the amount of income we lost from the 4 customers or the 1 1-star review one of the customers gave us because of no one getting their messages and never getting called back! I WOULD NOT recommend using this company. Your response of our experience does not reflect the standard of service you aim to deliver is not correct because this is what you did. Your internal review should have taken while we continued to have problems not after we lost customers due to your lack of service.
Response from AnswerFirst· Jun 13, 2025
Thank you for taking the time to share your experience. We’re truly sorry for the frustration and disruption this caused your business, and we take full responsibility for the error. We worked closely with your team to customize your account and believed everything was set up correctly, but later discovered that your after-hours voicemail wasn’t recording as it should have been. As soon as the issue came to light, we did everything we could to make it right, but we know that doesn’t undo what happened, and we fully understand your frustration. Please know that your experience does not reflect the standard of service we aim to deliver. This situation has already prompted an internal process review to ensure account setups are properly tested and configured moving forward. Thank you again for your feedback, we appreciate the opportunity to learn from this.