Nice that you're looking into it, but it always irks me a bit when seeing that companies only really react when people complain online about it (and the complaint receives traction).
I had a request for my buildings management which they declined for over a year, stating that they wouldn't do it and I should solve it myself. After a year I wrote them a 3 star review on Google stating "Good people and no big issues, except [explaining my issue]".
I received a phone call the day after, they proposed a solution to my issue and now it's all good. But, only after I gave a not so perfect, public review on Google.
I had a request for my buildings management which they declined for over a year, stating that they wouldn't do it and I should solve it myself. After a year I wrote them a 3 star review on Google stating "Good people and no big issues, except [explaining my issue]".
I received a phone call the day after, they proposed a solution to my issue and now it's all good. But, only after I gave a not so perfect, public review on Google.