I had the worst and most frustrating experience with this company. I will let you judge for yourself whether you would consider working with them.
I live in an apartment building. My balcony door exploded one night weekend of Oct 7/8, 2017. Strata council emergency department got a guy to come and assess it that night. He came again 2 days later to clean up the explosion as well as to take measurements for replacement.
A week later I still haven't heard from anyone calling me to update whether the order has come in and when theyll come to replace. I called. They said they would call back. No calls. I called again a few days later. They reported that somehow the order was not on their delivery truck and they're not sure why. Another week goes by. No updates. I called. They have re ordered the glass but not sure when it'll come.
Every time I called for an update they said they would call me back. No call backs. Frustrated, I emailed strata agent to ask for help since they are paying for the repairs. Apparently the order broke on arrival and that a new one was on its way (why couldnt they have told me that and give me some info to set my expectations about time frame?) and that someone will contact me that very day to set up apptmt for fixing it. I purposely didn't call them just to see if they would keep their word. Lo and behold, a week later and still no calls. I called them AGAIN. Was told I was on their list to call back. I said, "No, I'll hold until I can get an answer, because you guys have said you would call back and never did". The lady insisted that I was def on list to be called and they will by the end of day.
I got the call. We set up an apptmt for a week and a half later. I waited at home. Appointment time came and gone. No one came. I called them. They were apologetic because apparently the appointment was never sent in. A new apptmt set up for a week later. 2 guys came. The measurements were all wrong. Glass will not fit. Also they cannot simply bring glass into apartment because of the way apartmt is set up. Need to order a crane of some sort. Need 4 guys. 2 on the outside and 2 on the inside. Back to the drawing board. New glass needs to be ordered. New appointmt needs to be made. 4 guys came. Ended up not needing to use crane. Instead needed to repel from the roof. Finally all done on Dec 15th, 2017.
If you felt my review was long winded, it is because the process felt like it. The most frustrating part was the lack of follow up and constant broken promises about calling me back. It was better towards the end and the guys who came were knowledgeable and friendly (minus the guy who couldnt do the proper measurement of a balcony door) but my god, the reception and the people at the office...
I work in customer service. I KNOW that sometimes things fall through the cracks but repeatedly like I had experienced is unacceptable. Their website says they do big jobs like Cactus Club downtown, which makes me wonder if I am down on the bottom of the priority list because I am a little guy with a small job for them to do. I have no words to convey to you my disappointment and frustration with this experience. read more
