Poor Service - clientele legal

’m disappointed with the service I received—it seems the level of professionalism largely depends on who takes your call and handles your case.

I initially contacted the firm for assistance with a sensitive labour matter. Unfortunately, the experience was far from what I expected. There was poor follow-up, and at one point, a young attorney even put the phone down on me. It felt dismissive and unprofessional.

After expressing my intention to cancel my membership, I received a call from someone who seemed more focused on retaining me as a paying client than actually hearing my concerns. While the individual was clearly a skilled salesperson, they weren’t a great listener, and I felt that my issue was not being taken seriously.

Eventually, a senior representative reached out, and things began to improve. He assured me that I would be contacted by a more experienced attorney as that was my request which did happen, although not the same day as promised. When I finally did speak with her, we agreed she would call back later that same day at 14:00. That follow-up call came nearly two weeks later.

I was told (by the experienced attorney) this delay was due to technical issues, including phone line problems, which prevented them from calling or even sending an email or message. However, when I phoned the company to ask about this, I was told the lines had been down—but only for calls, not emails or WhatsApp messages. This inconsistency made me question their reliability.

I then asked if I could schedule an appointment, as I was referred specifically to her as attorney and wanted to speak with her directly. I was told that appointments aren't made and that I would need to wait until she’s available—even if she’s already consulting. I explained that, like her, I also have professional responsibilities, and I cannot be away from work for long periods unless I take leave. I also inquired whether Saturday consultations were possible and was told they are not.

At this point, I’m left asking: how can I trust this company to represent me in a serious labour matter when the relationship begins with poor communication, missed commitments, and an apparent lack of respect for clients’ time?