Initial Business Response /* (1000, 5, 2015/05/01) */
We sent a consultant to this customer's home to estimate the materials and labour needed to remove her existing ceiling, add a new suspended ceiling, insulate the floor joists and install potlights throughoutThe customer accepted our
quotation for the scope of work and provided her deposit on February
We started the job February and our installer hurt his back resulting in missed daysWhile removing the strapping from the old ceiling, he accidently cut a water line which was taken care of immediately including using a moisture meter to ensure all materials were dry
The customer failed to mention in their complaint that they went on vacation so we could not work on the job from February - March *** Aside from the vacation, the customer continually added electrical work to be done that was not part of the initial scope*** We have been very accommodating to this customerWe have added new switches, changed the zoning for her lights and added electrical for a new task lighting area over their work space (all of which were not part of the original scope)The "unresolved" electrical issue was not part of the contracted scope, nor was it mentioned to any of our representatives
*** *** She sent an email on April that read: "The electrician finished the job last nightHe corrected the situation whereby not all the lights were coming on and was easily able to access the bedroom panel without cutting anything and installed the 3-way switchI do believe we are donePlease provide the remaining invoice so I can make the final paymentWe are hoping you will consider a discount for the delays and the flood." As requested, we provided a $discount and the customer paid the invoice
We have completed the contracted scope plus many additional changes the customer made along the wayWe will have the electrician do a final walk through to ensure the work he did is satisfactory, but we will not be completing any new work that she wants done
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told the job would take one week and did inform the company that we needed it done before we went on vacation, which gave them over two weeks to completeThis was not a surpriseEven with two weeks vacation, they started mid-Feb and finished mid-AprilI do feel that asking for a discount for the extensive delay and flood was not unreasonableThe amount they offered was their suggestion which was acceptedThe scope of work was included in the original quote and no extra electrical work was addedOn the last day, we "thought" everything was fine until we found something wrong in the bedroom switch the next day.*** I gave praise where warranted and addressed concerns as they arose
Final Business Response /* (4000, 14, 2015/05/28) */
The main room was previously switched in three zonesThe customer asked for one switch to operate all three zones which was completedOur Electrician has agreed to go back and look over the work which has been scheduled for Friday, May in the PM with the customer
Being a do it yourselfer I found my experience with the ceiling Center to be very positive right from the startAny questions that I had regarding installation were answered with knowledge and terminology that was understandable by the none professionalThe company was up front about their return policy and restocking feeJeff our sales person was very personable and reacted quickly to any questions posed himAll in all it was a very pleasant experience to deal with Jeff and the Ceiling CenterI would certainly deal with this company and recommend to anyone who is planning on doing this type of project
Initial Business Response /* (1000, 5, 2015/03/05) */
I spoke with *** on February over the phone regarding her basement ceilingI gave her the rough quote of $+ GST for the space she mentioned but we always do a site visit to give a firm quoteWe sent our consultant out to
measure the space February *** was insistent on getting this project completed ASAP because they are selling their home, so our consultant rushed the paperwork to me to complete the quotationThe final quote amount came to $which was less than the rough quote provided earlierShe then asked about adding lighting to the space so I suggested LED potlights, revised the quote to $+ GST at which point she agreed to the quotationWe shuffled our schedule to accommodate installing their ceiling on the following Monday again because of ***'s rush on the project*** approved the installation date and gave me her credit card for the 50% deposit required to hold the date and materials
*** called back after this to discuss the potlights furtherShe explicitly said that her husband thought the potlights we too expensive and wanted to know if we had another optionShe did not mention putting the project on hold or cancelling the installationI began working out an alternative to the lighting while our Purchaser ordered the ceiling product necessary and ran the depositI called *** back with an alternative to the lighting at $+ GSTShe said she would talk with her husband and call me backThe next day I called *** to see if they wanted to proceed with the potlights because they would need to be ordered in as wellAt this time *** said her husband decided it was too expensive and they wanted to cancel (a full day after the job was approved and the deposit was made)I told *** that the product had been ordered already and the deposit was made for the jobAt this point she told me to call her husband
I called *** to explain the situation and was met with a very negative attitude*** said they were going to install the ceiling themselves to save moneyI suggested they purchase the materials from us since we already ordered the materials for their job and because we are cheaper than the big box storesThis would use up the deposit made and they would have the exact amount of materials necessary to complete their jobHe refused this idea and asked for a refundI agreed to refund the money but would hold back the percentage charged to our company because of the credit card processing feesThis seems fair considering they changed their minds after agreeing to the job and providing their deposit*** became very confrontational and demanded we refund him the full amountI refused to refund the full amount because we should not be paying for a communication error between husband and wife
Initial Consumer Rebuttal /* (3000, 7, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a full week later and there is still no refundMaybe my wife wasn't clear enough when she spoke with *** and told him to put the job on hold for nowOr maybe he just heard what he wanted to hear because he wanted the sale, but the fact is he ran the card two hours after he was told to put the job on holdAs I write this, it's been seven days since I spoke with them and I still have not received a refund on my cardIt looks like I'm going to have to deal with *** on this matter***
The Ceiling Centre was very helpfulThey got back to me with product information in a very reasonable time frameThey were knowledgeable and the prices were fair
I also must say the solatube product is very good, especially compared with other products that are similar It is a nice store.I would recommend it
Had immediate response for a ceiling centre solutube installation. The appointment was made and the gentlemen that did the install was ontime and did his job. What was not a good experience is after the sale. I informed the saleman that I didn't like the lense color the very next day after install. The response what that he wanted me to wait a week and then see if I wanted to change the lense. I think I know what I want but I appeased him and waited the week. Called left a message with no response. Then sent to 2 mails with now response. I had to go into the store today to get me own lense. Oh and yes they charged me for it. So not only did I pay full retail for the install and full retail for the lense I got less than mediocre customers service.
The reason I am writing this is that I hope that this causes them a sale. People we have to stand for something with these companies in Alberta are charging us full retail. We should have in Alberta a 3 tiered pay system for service we hire out. At the end of the service we should decided with the company if we received great service for the full retail money we paid or maybe pay them a little less for the poor customer we have received or not received in this case. Had they made this right with me I would not be writing this. But they didn't they decided that the 15.75 that I gave them today was ok.
Giving them a out of
Customer service was fabulous
Install was quick and effieciant
Looks awesome what a difference it made
Initial Business Response /* (1000, 5, 2015/05/01) */
We sent a consultant to this customer's home to estimate the materials and labour needed to remove her existing ceiling, add a new suspended ceiling, insulate the floor joists and install potlights throughoutThe customer accepted our
quotation for the scope of work and provided her deposit on February
We started the job February and our installer hurt his back resulting in missed daysWhile removing the strapping from the old ceiling, he accidently cut a water line which was taken care of immediately including using a moisture meter to ensure all materials were dry
The customer failed to mention in their complaint that they went on vacation so we could not work on the job from February - March *** Aside from the vacation, the customer continually added electrical work to be done that was not part of the initial scope*** We have been very accommodating to this customerWe have added new switches, changed the zoning for her lights and added electrical for a new task lighting area over their work space (all of which were not part of the original scope)The "unresolved" electrical issue was not part of the contracted scope, nor was it mentioned to any of our representatives
*** *** She sent an email on April that read: "The electrician finished the job last nightHe corrected the situation whereby not all the lights were coming on and was easily able to access the bedroom panel without cutting anything and installed the 3-way switchI do believe we are donePlease provide the remaining invoice so I can make the final paymentWe are hoping you will consider a discount for the delays and the flood." As requested, we provided a $discount and the customer paid the invoice
We have completed the contracted scope plus many additional changes the customer made along the wayWe will have the electrician do a final walk through to ensure the work he did is satisfactory, but we will not be completing any new work that she wants done
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told the job would take one week and did inform the company that we needed it done before we went on vacation, which gave them over two weeks to completeThis was not a surpriseEven with two weeks vacation, they started mid-Feb and finished mid-AprilI do feel that asking for a discount for the extensive delay and flood was not unreasonableThe amount they offered was their suggestion which was acceptedThe scope of work was included in the original quote and no extra electrical work was addedOn the last day, we "thought" everything was fine until we found something wrong in the bedroom switch the next day.*** I gave praise where warranted and addressed concerns as they arose
Final Business Response /* (4000, 14, 2015/05/28) */
The main room was previously switched in three zonesThe customer asked for one switch to operate all three zones which was completedOur Electrician has agreed to go back and look over the work which has been scheduled for Friday, May in the PM with the customer
Being a do it yourselfer I found my experience with the ceiling Center to be very positive right from the startAny questions that I had regarding installation were answered with knowledge and terminology that was understandable by the none professionalThe company was up front about their return policy and restocking feeJeff our sales person was very personable and reacted quickly to any questions posed himAll in all it was a very pleasant experience to deal with Jeff and the Ceiling CenterI would certainly deal with this company and recommend to anyone who is planning on doing this type of project
Initial Business Response /* (1000, 5, 2015/03/05) */
I spoke with *** on February over the phone regarding her basement ceilingI gave her the rough quote of $+ GST for the space she mentioned but we always do a site visit to give a firm quoteWe sent our consultant out to
measure the space February *** was insistent on getting this project completed ASAP because they are selling their home, so our consultant rushed the paperwork to me to complete the quotationThe final quote amount came to $which was less than the rough quote provided earlierShe then asked about adding lighting to the space so I suggested LED potlights, revised the quote to $+ GST at which point she agreed to the quotationWe shuffled our schedule to accommodate installing their ceiling on the following Monday again because of ***'s rush on the project*** approved the installation date and gave me her credit card for the 50% deposit required to hold the date and materials
*** called back after this to discuss the potlights furtherShe explicitly said that her husband thought the potlights we too expensive and wanted to know if we had another optionShe did not mention putting the project on hold or cancelling the installationI began working out an alternative to the lighting while our Purchaser ordered the ceiling product necessary and ran the depositI called *** back with an alternative to the lighting at $+ GSTShe said she would talk with her husband and call me backThe next day I called *** to see if they wanted to proceed with the potlights because they would need to be ordered in as wellAt this time *** said her husband decided it was too expensive and they wanted to cancel (a full day after the job was approved and the deposit was made)I told *** that the product had been ordered already and the deposit was made for the jobAt this point she told me to call her husband
I called *** to explain the situation and was met with a very negative attitude*** said they were going to install the ceiling themselves to save moneyI suggested they purchase the materials from us since we already ordered the materials for their job and because we are cheaper than the big box storesThis would use up the deposit made and they would have the exact amount of materials necessary to complete their jobHe refused this idea and asked for a refundI agreed to refund the money but would hold back the percentage charged to our company because of the credit card processing feesThis seems fair considering they changed their minds after agreeing to the job and providing their deposit*** became very confrontational and demanded we refund him the full amountI refused to refund the full amount because we should not be paying for a communication error between husband and wife
Initial Consumer Rebuttal /* (3000, 7, 2015/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is a full week later and there is still no refundMaybe my wife wasn't clear enough when she spoke with *** and told him to put the job on hold for nowOr maybe he just heard what he wanted to hear because he wanted the sale, but the fact is he ran the card two hours after he was told to put the job on holdAs I write this, it's been seven days since I spoke with them and I still have not received a refund on my cardIt looks like I'm going to have to deal with *** on this matter***
The Ceiling Centre was very helpfulThey got back to me with product information in a very reasonable time frameThey were knowledgeable and the prices were fair
I also must say the solatube product is very good, especially compared with other products that are similar It is a nice store.I would recommend it
NO COMPLAINTS
Had immediate response for a ceiling centre solutube installation. The appointment was made and the gentlemen that did the install was ontime and did his job. What was not a good experience is after the sale. I informed the saleman that I didn't like the lense color the very next day after install. The response what that he wanted me to wait a week and then see if I wanted to change the lense. I think I know what I want but I appeased him and waited the week. Called left a message with no response. Then sent to 2 mails with now response. I had to go into the store today to get me own lense. Oh and yes they charged me for it. So not only did I pay full retail for the install and full retail for the lense I got less than mediocre customers service.
The reason I am writing this is that I hope that this causes them a sale. People we have to stand for something with these companies in Alberta are charging us full retail. We should have in Alberta a 3 tiered pay system for service we hire out. At the end of the service we should decided with the company if we received great service for the full retail money we paid or maybe pay them a little less for the poor customer we have received or not received in this case. Had they made this right with me I would not be writing this. But they didn't they decided that the 15.75 that I gave them today was ok.