I had Indigo do an estimate for a simple drywall job based on their many good reviews. Our intake with Jose, and getting the estimate done with Aaron, were positive experiences--they were prompt, thorough, and professional. I was also initially impressed with the slickness of their CRM software, automated documents, etc., especially compared to the back-of-the-envelope style of other contractors whom we were getting estimates from.
We hired Indigo for the job for all of the above reasons, but were disappointed in the execution. Their communications quickly became mostly automated and sometimes redundant--Jesus and Robert both sent me essentially the same form email at different times telling me to expect another form email from their CRM. It said our Project Manager would be identified there and we should use that thread as our primary means of communication. However, we never heard directly from our PM, Ana. Jose set up the communication thread, and Estefania was the one to respond when we reached out. And supposedly their entire team got all our communications anyway--so why bother with a PM at all?
We had to reach out the day before to find out what time they'd be arriving, as we were never told an arrival time. When the worker did arrive, he said he could finish in one day as opposed to the two we were told to expect. This seemed like good news, but after he left we found a lot that needed fixing, starting with large swaths of smooth mud that was supposed to be textured. Luckily it was still damp and I was able to use a toothpick to slowly pick out multiple square feet of "texture" to match the rest, but I shouldn't have had to do that. Days later when we went to re-install the 11 outlets in the work area, we found huge gobs of mud dried in and around almost all the outlet boxes, and glopped up on the undersides of our cabinets. We spent a couple hours with a Dremel drilling away dried mud before we could proceed. That night we also noticed splatters of dried mud all over the inside of the kitchen windows around the work area, and on adjacent walls, from the texturing process.
If we'd had any idea at the start how much clean-up work would be needed, we'd have had Indigo come back out and finish the job properly instead of doing it all ourselves. As it was we basically paid for 2 days of labor (though the invoice was not itemized, the job was supposed to take that long, and there were very few materials needed) and ended up doing the 2nd day ourselves.
If I hadn't had so many automated emails from their CRM to dig through, I wouldn't have lost the "main" communication thread I was supposed to use to contact them (which didn't even say "Indigo" in it, anywhere, so it never came up in my email searches). If I'd had one single human point of contact, I'd've known who to reach out to to discuss the issues. There's no reason I should have had to deal with 7 individual people and two automated software programs for a simple drywall repair.
After that I got several automated emails and texts (this time from Chenelle) asking for final payment, so I finally just paid and left comments expressing my unhappiness. No human ever responded, but about a week later got an automated follow-up asking for feedback, so once again I submitted commentary.
I'm not a fan of automation at the expense of relationships, or of speed at the expense of quality. I would like to think Indigo is maybe just having growing pains adjusting to new software, but overall it was not conducive to communication, and combined with the worker's sloppy job, not a positive experience.
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