In short: Great service if you are a “potential customer” but as an existing customer worst after sales service I have experienced. Products are good, but don’t expect them to honor the warranty.
THE GOOD:
In May 2014 I had purchased a set of boards and accessories. Steve called me and setup a consultation in a short time. I met with Steve and the carpenter Andrew. They were very professional and the install was swift and well done. I bought some extra accessories and I was happy with the quality of the products. Shortly after I received a call from Steve to see how I liked the products, I told him I am quite satisfied, in fact, I even asked the team to come back (July 2014) and install some extra panel to cover the other side of my garage. All was good until the bike hooks that I purchased along with a piece of the walltek board actually detached from my wall, and the bikes that were hanging on them just fell off.
On June 10 2015, I emailed walltek with a few pictures and had requested someone to come take a look and fix it. Ben Mackenzie, the director called me back and we scheduled a meeting 2 days later. I was quite impressed with my experience with the company till this point. On the day of the meeting, I had to cancel the appointment last minute because I had to bring my kid to the emergency. Ben said that he understood and agreed that we could reschedule at a later date. Little did I know this was the begging of my horrible experience.
THE BAD:
I had called Ben back to reschedule, but ben was reluctant to come again. He repeatedly stated that I had cost him a “potential job” that day by not showing up. He said that he would only come out to my area only if there was another “job” that takes him to my house. I explained to him that I canceled because of an emergency and I hope he would come to my area soon.
3 months later I called him again and asked him to honor his “10-year warranty” he promised and advertised. Again, he blamed me for costing him his business that day by not showing up. I had called him 2 other times after that a few months apart. In our last phone call in December (6 months with no service). I told him that it seems to me like only “potential” clients are worth his time and efforts, but existing customers who had paid (over a thousand dollars) are not considered worth his efforts. Frustrated, I suggested that if it would cost too much of his time/efforts to come to surrey, then I am willing to hire a contractor on his behalf to fix the wall. In which, Ben refused to talk to me anymore and hung up on me.
Recommendations:
I have never experience a “warranty service” as provided by Walltek. At the time of writing this review, it has been over 8 months and Walltek still has not honored their “10 year warranty”. According to Ben the director, “they have not received any business that takes them to my area (surrey)”. I have recommended them to many friends, but after this, they have lost me as a customer. PLEASE BE CAUTIOUS OF THIS COMPANY because if this is Walltek they do warranty service you may be on your own!!
