Been thinking of posting this for awhile now. Now think it's time.  I'm doing it with an aliases as I'm not going to publicly identify the agency and don't want any of my reviews to lead anyone to them.  

Over the past couple of months I've sent an email to a local agency owner with 2 complaints and a PM with a compliment/question. In neither instance did I get a response.

In both cases, the correspondence on my part was not hateful or demanding.  I was simply trying to let the owner know of a couple of failures on the part of one of his employees, (not a provider).  The PM was a compliment with an associated question.

The reason I'm posting this now is that I have recently seen on here a comment by someone else of similar non responsiveness and a good friend of mine to whom I recommended the agency indicated a similar lack of a promised return call from the owner.

I've used you for almost 2 years, but might think twice in the future.

This post is meant only to remind those of you in the business of agency ownership that your reputation is your best source of business and referrals.  Protect it with great customer service.