I contacted several companies to install two sets of Patio Doors at my home. I met with Dan Crothers of Beverly Hills on two occasions, and decided to go with them, due to their commitment on delivery and installation. Beverly Hills was, by no means the cheapest quote (over $14,000.00), but I chose them, based on the fact that they promised to have the work completed within 6 weeks. The work needs to be completed by the end of July, as I am expecting company for one month, then will be away for a further 6 weeks.
I signed the contract based on good faith. My contract was sign May 25th and I was just advised this week via a phone message, that the work MAY be completed by the end of August – 14 weeks later. It took Beverly Hills one month to come back to my house to re-measure, as they could not get anyone to come to the Toronto area to do this. They told me that this would be done within 10 days of my order, so when they were not calling, I knew there was a problem. I have left 7 messages for the sales person (Dan Crothers) to call me back, and have NEVER received a call back. The sales person was very quick to take my order and my deposit, and run out of my house.
Beverly Hills was very quick in advising that they have had record sales and the fact that they are very short staffed. I have given Beverly Hills until the end of July (full 9 weeks as stated on their contract) to have these doors installed, or have demanded a full refund if they can not keep t
- Company Response
BHHI did sincerely attempt to meet Mr. Vinet’s timelines but because of a number of factors it was impossible and when we recognized this early on, Mr. Vinet was informed.
It is our procedure to have a technician out to the customer’s home to remeasure and double check the representative’s calculations within 2 weeks time.
On June 8th Mr. Vinet was offered a morning appointment June 11th to remeasure but he was adamant that the appointment must be after 6:30 p.m. This is without a doubt the busiest time of year and we could not honour that time slot until June 25th. At that time Mr. Vinet was informed that this would surely make it impossible for us to meet the rush delivery date.
On June 28th, after the remeasure was completed on June 25 and the order was placed for 2 sets of steel garden doors – customized with beveled glass, caming and colour options, Mr. Vinet was called to inform him that the manufacturer could not complete the order until the end of August. We had a late start when the recheck was held up for a month and the custom paint for the doors could not be done in the clients requested time frame.
In our information sheet entitled, “You’ve made a purchase from BHHI – Now What?” that Mr. Vinet would have received on signing the contract, it is stated:
“Delivery Date… Approximately 6 weeks after your final measurement… We have to let you know that there’s stuff that could delay your delivery – like changes to the original contract, foul weather, or more difficult custom colours or designs. There have even been boom times in the construction industry when we suffered a labour shortage…”
According to our records Mr. Vinet did in fact speak many times with our Customer Care representatives, his sales rep and our Sales Manager. If messages to the rep went unanswered because he was out of the office, other staff would answer the client’s inquiries.
Mr. Vinet was offered some compensation for the delay but he did not want construction at his home in August (the project required knocking out brick wall) and he would be away all of September.
Since the delay was unacceptable to the customer and we could not complete the project in the contracted time, we have honoured Mr. Vinet’s request for a full refund. We can only hope that when the client has time available for the project he will give BHHI another opportunity to prove the quality of our products and installation.