On June 28th we signed a contract to install a 5ft patio door with a transom. The quote was $3,100.00 for installation and brick knockout. We were told that this included clean up. When they came for the offical measurement, we were told that we did not need a transom and our sales person would call with a new figure. We already paid a $1,500.00 deposit. When the salesperson called he advised that we would get a credit for $200.00 however there would be an additional cost of $450.00 for brick removal. When I inquired how we were getting charged extra to remove the bricks from our house when that was suppose to be included in the original quote the salesperson said "because they have to carry pales of bricks through the house to the truck". This extra work was suppose to justify $450.00. The head of customer service spoke to both my husband & myself in a condescending manner, he was rude & unhelpful. The only option was to remove our own bricks & not have to pay the ADDITIONAL $450.00, but now we would be left with a huge mess at our place & would be responsible for clean up, so clearly that is not included in the original quote. We were told we would get the patio door in 4-6 weeks. By Tuesday it will have been 8 weeks. On Monday we called to see when the door would be installed & was told MAYBE in the 1st 2 weeks of Sep.07. We tried to cancel our order today & was advised that we could not cancel our order!! I WOULD NOT REFER THIS COMPANY TO ANYONE.
- Approximate cost of services:
- $1.00
- Company Response
A re-measure is always done to be sure that everything the client wants done can be done and to confirm the sales consultant’s estimate. Consultants try their best but sometimes things are missed or overlooked on first estimation.
On this project it wasn’t actually a case of not needing a transom but that a transom would not fit in the space available. Because it could not physically be done, the client was credited $200.
In the same manner that our Recheck Specialists sometimes discover installations that are impossible or unnecessary (like this client’s transom) and we have to reduce the contract cost, it also happens that they discover additional construction complications that the sales consultant did not take into account. In this specific incidence the home is a row house without access to the rear yard and the wall knock-out was on the second floor. Tedious, removal of a few bricks at a time through the house and down a flight of stairs to the front would make this project much more time-consuming than originally anticipated. Tradespeople must be paid fairly for their time. The best and most skilled wouldn’t work for us long if they weren’t.
It is important to note that when the client was upset with the extra charge, the product had yet to be ordered from the manufacturer and she was given an opportunity to cancel but she chose not to and the order was placed.
Every BHHI written contract clearly states in bold writing, in large font, in a bordered text box: Estimated Delivery 6 to 9 weeks and the client was, in fact offered a September 5 installation date. At that point, with staff hours already spent and product now delivered and waiting in our warehouse the client stated her wish to cancel and was, understandably, told it was too late.
At this point we have realized that, even though she has not had a chance to see our quality of work, our products or take advantage of our service and warranties, we cannot please this customer and will cancel her home improvement project.