I have contracted Beverley Hills to replace 3 windows into casement windows. I have Ken the sales reps to come in to do the estimate. When you get a sales rep from any company, you have to be careful about what they said because they came to sale not to tell you the whole story. Once we have the contract drafted, there is an installation serving people came in to do the detailed measurement. This person did a very detailed job and was the best informed person I have ever talked to in Beverley Hills. After a month or so waiting for my windows, I finally got it installed. On the installation day, there are 2 sub-contractor came. Since Beverley Hills emphases their installer’s credentials of Window Wise Certification, I asked one of the guys whether he is a Window Wise Certified people. He mumbled a little and told me that both of them are Window Wise Certified. I am a little sceptical about his answer and so I called Beverley Hills to confirm. Out of my surprise, customer service rep (John) told me that they DO NOT have any records on hand whether my installer is certified. Rather, he told me to ask the installer myself for their certification proof. I asked the team lead, and he showed me an expired ID (expired) for 2 months. Also, his helper was not honest to me in the beginning because only the team lead is certified. So I called back Beverley Hills to confirm again. I got the same customer service rep again, and he told me that it is still fine with expired ID as there is a great chance that the installer is waiting for the new ID. I am surprised and disappointed of how Beverley Hills treated this matter lightly. They DO NOT make sure their installer is certified but rather rely on the customer to do their work. The rep even compare that to when I find a job which requires a driver’s license, the employer would expect the applicant has it if they told the potential employer he/she have it. When I asked for an inspection after the work is done, John said I have to pay it to have it inspect as there is no need. Another thing you have to watch out is the care of the premises from the workers. The team lead is still fine but the helper....he dented a few of my walls and he is pretty rough when uninstalling the windows or doing small jobs. He is a careless person. I was even watching him doing it but again...do not have much faith in him. Eventually they have finished their work and patched the holes. The next day after the installation, I got a call from the manager applogizing about John's behaviour. He offered to have the work inspected for free. I am not sure whether it is because he heard my recording or because I sent a query to Window Wise on the day of installation. This makes me feel better.
- Approximate cost of services:
- $4,000.00
- What could this company do to improve their services?
- The customer service reps should provide more assistance to their customers. I felt I was left alone to deal with the contractor. Please do not make assumptions especially in terms of the certification. It is good that eventually the manager really take the initiative to fix the problem. But would it be better to get things done right the first place rather than keep fixing it afterwards?
- Any advice to offer fellow homeowners facing a similar project?
- In the contract, Beverley Hills is not responsible for reconnecting your alarm system or painting the trim (if you ask for wood trim). So make sure read and re-read the contract prior to signing for one.
- Company Response
Stephanie: First of all, thank you for bringing this matter to our attention. Beverley Hills is very proud of their long standing record with Window Wise and have performed more installations under the Window Wise Program than our next 2 competitors combined! I wanted to clear up this error in communication. All our Lead installers are certified under the Window Wise Program. Renewal ID cards are sent by S.A.W.D.A.C. to our head office and not directly to each installer. Sometimes, it takes a while to meet up with the guys and give them their updated certification cards (which was evident in your case), but that in no way implies that they are not qualified to perform to the highest standards of quality and workmanship, as was evidenced in the end result of the work performed on your home, and the fact that our service representative made a special trip to your home to double check and confirm “a job well done”. We take all customer comments very seriously, and your input will ensure everyone receives their current Window Wise ID in a timely fashion. Thank you again Stephanie for your comments and business and look forward to providing additional products and services in the future.
Kindest regards,
Richard Mori
Manager – Business Development
Beverley Hills Home Improvements