There were several issues with this most recent service. 1. After the service was completed and we reviewed the pictures, videos, audio notes and inspected the hood. We noticed that there were several filters that were not cleaned very well. Pictures were provided to our regional coordinator. No response yet. 2. There was also an audio note from the technicians that stated the exterior fan was not able to be cleaned due to safety concerns and issues, but no further explanation was given. We reached out to our regional coordinator to request these concerns and issues be explained. No response yet. 3. Sales tax was also added to the invoice, but in an odd amount that does not reflect the total invoice. I reached out to ar@nelbud and asked for an explanation and provided our tax exemption certificate so the taxes can be removed and a new invoice can be produced. No response yet.
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As always, the job was done, and I have no critique on the cleanliness of the hood or exhaust. However, the scheduled date/time of service was October 9th at 8pm. The Nelbud techs showed up on October 2nd, at 9:30pm without contacting anyone in regard to rescheduling. After the job was complete, the techs left the gas valve for the stove off, and the power to the convection oven was left off as well. In the past, they have always turned everything back on and made sure everything was up and working before leaving. At 6am on October 3rd, I was called by the kitchen staff, as they were unable to start breakfast service for the assisted living facility residents. I had to go into the kitchen and turn everything back on for them. I emailed PeggySue Acopiado who scheduled the service to see what in the heck happened, and never received a response. We have no problem with rescheduling for earlier dates, but we need to be notified, make arrangements for staff to be present, and have someone there to test everything out when Nelbud leaves. The only staff on site when Nelbud showed up was a single night nurse, and she needs to be available for resident emergencies, she legally cannot leave the nursing station, but was forced to accommodate the unexpected service.
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Service Report stated that they were not able to clean exhaust fans, duct from above, or access panel(s). Comments state they needed a bigger ladder..
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It took forever to get the appointment actually set up and then an extra 2-3 weeks added after they had to reschedule before they actually come out. They didn't do well with clean up, as my team had to come in and deck scrub and re-mop the floors the next day and there are black grease splatters ALL over the back of my building. Mariah Hubert and Casey Crafton have done well as far as communication on the hood cleaning side, but overall the experience has not been great. As far as the grease traps, communications are just not there; I have tried to get with someone to get my grease traps set up to be cleaned over a week ago (mind you tyhe were emptied in September) and still haven't heard back. We will no longer be using the hood cleaning service as we are going to be moving to an automated system. I have used Nelbud in the past with other companies, which is why I suggested and contracted Nelbud for my restaurant. I am truly disappointed in the overall experience and don't know that I would suggest or use in future endeavors. If you have questions, you can reach me Regards
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Overall Experience
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