I got to know about this company via homestars.com for rangehood installation. Until I paid for the service the team was great in following up and communication but the moment I paid at 10 pm on that day no call or email after that, I had to call them back multiple times and thats when the salesperson returned my call telling me issues installing hood in our kitchen. Even though I provided all pictures where rangehood should be installed and measurements of everything before making payment. I am being told when I called them back(they never called me) that rangehood installation requires some electrician to come in and check eveyrthing is fine for the technisian to install the hood. I was not able to understand if there was already an old hood installed they had to just come and install new one, why electrician was needed. I asked them to make me speak with the technician as I need to understand what will he check and why is he needed. No one returned my call on this one too. Then I had to call them multiple times to understand why electrician is needed and will that be extra cost to me, no one really confirmed me the extra cost and kept on giving different reasons for the same. Then one of the salesperson while explaining the issue to me tells me that electric wire hole going to hood should be moved up so now reason was new and now I am required to first move the electric wire hole up then call them to install hood. I lost my confidence in these guys and asked them to initiate my refund. The salesperson sent me manual email that fund will be initiated in 24 hours and I will receive refund email within 24 hours. I never received any email I had to call them yesterday as usuall to follow up to ask for my refund, a lady picks and says Meghna(the lady who provided me the quote) is on another call I will ask her to call you back in an hour and gives me status that my refund was not processed due to some technical issue. One more BIG COMMUNICATION GAP here, they keep your money for the service you never took from them for 8-10 days and then give you excuses like these. I have not received any call untill today and I am trying to reach them and guess what now no one picks my call.
I have two concerns here:
1) Why a customer is asked to pay upfront full payment and after making payment you are telling me this is the issue that is the issue. Why was this all not brought up before payment?
2) No communication at all after payment was received from this company on the issue these guys told me I had to follow up multiple times.
3) Its been almost 10 days my refund is not even initiated yet.
Note to Company Owner: I got the hood installed with the same hole and same hood, so your company does not seems to have expertise on installing hood then please do not fool customers and kindly return my money.
- Company Response
We're incredibly sorry that this interaction took so much of your time. We've been wrestling with a new phone system, which is likely at the heart of why it was so hard for you to connect with our team. Generally we're incredibly responsive. It's part of what sets us apart.
In terms of why we ask for credit card authentication up front: we've found this ensures that customers will hold up their part of the bargain, and in return we offer a 100% service guarantee on every job (something you experienced when we refunded you the charge).
The miscommunication you mentioned about "being unable to install the range hood" is unfortunate, and not reflective of the expertise which we have in this space. We install hundreds of these a year, and it looks like our team miscommunicated internally, which is at the root of the issue you experienced.
We'd love to make things right with you. If you have another job you need done around your home down the road, we'd be happy to offer you a credit towards getting it done.
All the best,