I should have known there would be a problem when we checked the Web site and it said they were open Saturdays. We made the trek out to the other end of Toronto, only to find that the Saturday of the May long weekend - they were closed. No mention of it on the Web site. I was told that had I called, I would have known!
We ordered the door and were told it would take 3-4 weeks before the door would be ready to be installed. After 4 weeks, I followed up and was told it would be 5 weeks - no reason given for the delay. At 5 weeks, no one called me, so I followed up and was told it would be 6 weeks, and that there had been a problem with the Shower Guard application and that it should be ready the following week. No one bothered to take the initiative to call me and let me know. At 6 weeks, again no one called me, so I called yet again and was told it would be the following week - and that they would call me. When I hadn't received a call by mid-week, I had my husband call them. Finally, they responded and scheduled a date for the end of the week. When they discovered we were planning to go on vacation, they even suggested it could wait until we came back, because they were short a couple of installers. When i balked, they agreed to install on the Friday before we left. Finally, the door was installed.
The only good thing I have to say is that the installer did a good job and was very polite.
Interestingly, it took no more than an hour following installation for them to call me for my VISA to ensure they got the payment before I left for vacation - clearly a business that has its priorities straight.
I had searched for a company through Homestars and settled on this one because of the great reviews. The fact that I had to keep calling them, and that the delays were not explained or were poorly explained, and that nothing really happened until my husband did the calling, left me cold. As someone who teaches marketing, I can assure you that this will be an example in my classes of how NOT to serve a customer.
- Approximate cost of services:
- $1,100.00
- Company Response
I apologize for such poor service ..... it is a something I will investigate and try to ensure is not repeated. We did have some issues with a supplier and I do believe this is related but matters since resoved. Thanks for your patience and I trust the final product meets expectations despite the poor delivery. Please call me directly if you have any further difficulties. Tony