My rating is based on a combination of the work performed + the experience I had.
This was for them to install a humidifier that I purchased myself elsewhere. Though everyone I dealt with was nice and seemed good, things didnt go very smoothly. Some of it they couldnt be faulted for. At the moment, Im still awaiting resolution for a pinhole leak in a tube that caused a small flood in my basement that I was lucky enough to notice before it got worse. The humidifier has been switched off since then awaiting a fix.
My low rating is based on the experience I had post-installation trying to get things fixed. The primary complaint I have is theyre just not easily reachable. There is only one main phone number answered by essentially a message taker receptionist who has no access to customer data. They apparently have no way to look you up when you call in. So each time I had to spell out my full name, my address, City, phone number etc. When I struggle to find a few minutes in my workday to call in and I have to spend an unreasonable amount of time just to give my information and not even get to speak to anyone, its a terrible customer experience. In this day and age, it seems very unprofessional and doesnt fit with the rest of the experience I had. I wasnt even able to find an email address I could use to contact them. In most cases, my calls werent returned in a reasonable timeframe and I had to call back again.
However - they were super responsive to respond to my initial inquiry through Homestars and to book my appointment. They do a great job of confirming your appointment by text and reminding you. Logistics experience fell off drastically once the installation was done and I needed post sale support.
In summary - Id feel reasonably comfortable recommending their work but if there are any issues after, the experience was quite poor.
Im awaiting a call back once again as we speak. And Im really hoping the company response back to this isnt to give them a call back at their main number where Id have to leave a message once again and pray for a call back.
- Approximate cost of services:
- $500.00
- Company Response
Thank you for taking the time to share your experience with us. We appreciate your feedback and are sorry to hear that you had a less than satisfactory experience with our post-sale support. We apologize for the inconvenience caused by the pinhole leak in the tube and the difficulty you had in reaching us. We understand that this has caused frustration, and we want to assure you that we are committed to resolving the issue as quickly as possible. Regarding the difficulty in reaching us, we apologize for any inconvenience this may have caused. We are continuously working to improve our customer service, and we appreciate your feedback on this matter. We understand that it can be frustrating to have to provide your information repeatedly, and we apologize for any inconvenience caused. We appreciate your positive feedback on the installation process and the responsiveness of our team to your initial inquiry. We want to ensure that all aspects of our service meet our customers' expectations, and we will take your feedback to heart as we strive to improve our post-sale support. Please contact us at (905) 457-4425 and ask for Brendon so that we can discuss a solution that meets your needs.