EDIT: THE COMPANY POSTED A RESPONSE TO MY REVIEW PRETENDING THEY HADN'T SPOKEN TO ME YET ABOUT THE PROBLEMS. I SPOKE WITH THE OWNER MORE THAN ONCE AND HE TOLD ME HE WOULDN'T DO ANYTHING BECAUSE HE DIDN'T WANT TO LOSE MONEY FIXING HIS MISTAKE. HE SAID I SHOULD JUST 'GO POST A BAD REVIEW, NO ONE WILL BELIEVE IT'.
Unfortunately I had a terrible experience with this company. I called and got a call center in the US. They said that their process was to charge $68 for someone to come and assess the scope of work. I tried to explain that it was a very specific dryer vent installation on a second floor of a tall home, and that I felt comfortable proceeding if I was able to speak with the technician in advance to share the specs of the unit and the location we were installing. The call center person in the US told me that somebody would call me back days before the installation. Nobody called me. On the day the installer was supposed to show up I called again to the call center and said it was urgent that I speak to a technician before the installation because there were specific things to discuss about the job. Finally I got a call from the owner of the company in Toronto, but by that time it was too late. The installer was already at my house and had cut a hole through the wall in the wrong place. The company claimed that I agreed to the location of the vent by virtue of agreeing to the price quote that was given verbally to my husband. This made no logical sense. I said obviously a price quote is different from verifying the specs of the unit that you're installing. So they had to cut another hole for the specific unit that we were installing and the tight location for the installation. I was shocked to receive the final bill showing they charged me for two holes when the first one was their mistake. Then I said 'now I have a hole to the outside of my house how does that get repaired', and they told us to spray foam it. Now I have to pay for siding people to come and repair the first hole that was drilled without our approval. Hire this company if you want a bunch of holes in your house, if not stay away! The owner told me he didn't want to be out of pocket on the job so he refused to compensate me the damages we're out of pocket for- the cost he charged for the second hole and the repair to the exterior siding. He scoffed and said that if I posted a bad review nobody would believe me because they only have good reviews. I'm expecting that he's the type of guy that will respond with dishonesty instead of just owning that a mistake was made and compensating me. I'm not even asking for a full refund! I'm just asking to not pay for the hole that was drilled by mistake and for my siding to be repaired. I feel that that's very reasonable.
- Approximate cost of services:
- $1,400.00
- Company Response
Julie, thank you for sharing your recent experience with us. We are sorry to hear that you didn’t feel completely satisfied with the services you were provided. Your husband authorized the work order and your contractor showed our dryer vent technician where to drill the hole. Your husband then requested, and authorized a second dryer vent hole to be drilled a few inches below the first hole. The second hole was not necessary since the dryer transition isn't ridged, and it is flexible enough to move in any direction to connect to the back of the dryer. Either way, we truly care about your feedback and we work very hard to provide quality service. All work we do is covered by our parent companies 90 day done right guarantee. With our guarantee we can either return to remedy the work, or issue a refund. As a franchisee we cannot redo the work which was authorized, and provide a refund. Your understanding is appreciated. Please contact us, so we can work to resolve any issues. Please call our office at (647) 670-0099 and ask for Vik – General Manager. Thank you.
Dryer Vent Wizard of East York and The Beaches
(647) 499-5874
www.eastyorkdryervent.com