The screen latch mechanism failed after one season of use. I called for repair service and was told it would take 2-3 weeks before I would receive service. After 3 weeks I called the company again as I'd heard nothing back. They scheduled a service appointment for the following week. On the day of the service the technician did not show up in the appointment window time. I called the company and they said they would call the technician and call me back with an eta. No one called me back so I called the company again and was told the technician did not answer his phone!!! Seriously? I was then told the technician could be there later that day or a rescheduled appointment could be made. I'd taken a day off for this and they expected me to take another day to sit at home and wait for a repair technician to MAYBE show up! At 4 pm I called the company and was told the technician would arrive by 7 pm. The technician finally arrived at 6:30 and fixed the door.
Be forewarned this company has serious issues. They do not respect their customers or their staff.
- Company Response
Thank you for your feedback and for taking the time to speak with Holly on the phone yesterday.
First and foremost, please accept our apologies for the delays you experienced, both the delay in hearing from us and the delay with our technician’s arrival at your home. This is absolutely not indicative of the service we provide. Our customers deserve excellence, and we strive to achieve that.
Further, when delays happen, it’s important that we communicate well with our customers, and that didn’t happen in your case. Our installer was installing for another customer when Candice tried to reach him, and he therefore didn’t answer his phone. Subsequent follow up, both with him and with you, should have happened promptly regardless.
We trust that after speaking with Holly on the phone, you can better understand that our company is deeply committed to our customers, and that each of our team members is tremendously valued. We take pride in having served Ontario since 1994, in having professionally installed more than 100,000 retractable screens in the province, and in striving to treat each customer with excellence. As you can see from the very long history of 10/10 reviews on this site, our customers experience this excellence in Customer Service the majority of the time.
We look forward to having an opportunity in the future to extend outstanding customer service to you.