Below is an excerpt from an email I sent to Brian the salesperson about a month after the install. It's worth noting that he never responded.
I noticed a couple of things around the house. One of my exterior lights by the garage was damaged during the install. The fixture was almost entirely pulled out from the base and the securing screws were bent. I had to remove a climbing Hydrangea plant as the trellis and the plant were damaged during the install. As the downspout was moved during the install the plant has nothing to secure itself to. Initially, I tried to save the plant but as it was unsecured I had to take all of it down. I had suggested not replacing the downspout if it was going effect the health of the plant. Also, while raking and cleaning up we found some nails and metal scraps around the house.
My other comment pertains to the level of customer service we received. For over a week I had my installs delayed and had to pester the office to finally get them to come out. Yes we had some rain days but there were other days the install could have been completed but were not. I also had to reach out to both the office and Brian in order to get things going. A couple of weeks after the install the office called me and left a message stating that I needed to pay my bill but I had already paid it on the day of the install. Not a big deal, but I did find it annoying. It also would have been nice if Brian or someone from the office had followed up after the install to confirm that I was happy with the install.
Although I’m relatively satisfied with the end product I’m not sure that I would ever be a repeat customer nor be in a position to recommend their services.
- Approximate cost of services:
- $2,300.00
- Company Response
Thank you for your feedback which is important to us and used as part of our efforts to continually improve our services. This past year has been especially difficult with closures and restrictions due to the pandemic. Please accept our apologies for the lack of communication. Our sales rep was not available for several weeks due to a medical issue. We do our best to ensure we work around plants, shrubs, trees, and other obstacles, however, in certain situations access or weather can affect our ability to avoid contact with existing plants. With regards to the damaged light fixture, we would be happy to replace the damaged fixture. Our crews do a clean up at the end of every job however smaller debris such as screws may not be easy to spot. Fall season installs due to changes in weather can lead to frequent scheduling changes which is one of the reasons why we did not take any deposit to confirm your project.
Thank you again for your business and taking the time to provide us with valuable feedback.