My rating is based on a combination of the work performed + the experience I had.
This was for them to install a humidifier that I purchased myself elsewhere. Though everyone I dealt with was nice and seemed good, things didnt go very smoothly. Some of it they couldnt be faulted for. At the moment, Im still awaiting resolution for a pinhole leak in a tube that caused a small flood in my basement that I was lucky enough to notice before it got worse. The humidifier has been switched off since then awaiting a fix.
My low rating is based on the experience I had post-installation trying to get things fixed. The primary complaint I have is theyre just not easily reachable. There is only one main phone number answered by essentially a message taker receptionist who has no access to customer data. They apparently have no way to look you up when you call in. So each time I had to spell out my full name, my address, City, phone number etc. When I struggle to find a few minutes in my workday to call in and I have to spend an unreasonable amount of time just to give my information and not even get to speak to anyone, its a terrible customer experience. In this day and age, it seems very unprofessional and doesnt fit with the rest of the experience I had. I wasnt even able to find an email address I could use to contact them. In most cases, my calls werent returned in a reasonable timeframe and I had to call back again.
However - they were super responsive to respond to my initial inquiry through Homestars and to book my appointment. They do a great job of confirming your appointment by text and reminding you. Logistics experience fell off drastically once the installation was done and I needed post sale support.
In summary - Id feel reasonably comfortable recommending their work but if there are any issues after, the experience was quite poor.
Im awaiting a call back once again as we speak. And Im really hoping the company response back to this isnt to give them a call back at their main number where Id have to leave a message once again and pray for a call back.