Axiom Solutions Reviews (%countItem)
Axiom Solutions Rating
Address: 3700 Osuna Rd NE Ste 501, Albuquerque, New Mexico, United States, 87109-4444
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We contracted for a new front door and one window on 3/9/2020. The window job was excellent. The front door was ordered and a month later was installed. The crew they sent bent and scratched the cladding around the door, tracked caulk on the sidewalk, did not wear gloves or masks. We were told they had to order new cladding and it would take another month. The man in charge then informed us we would have to pay the balance or he would not get paid for his work. We paid all but $750. I made several calls about the sidewalk and they sent a man out to try and clean it. He couldn't. He also took pictures of the damage to the cladding which he failed to do on installation. Three weeks later I called and was told they had the pictures but had no idea which job it was so the cladding was not ordered. We had to wait another month. I kept calling. This business NEVER called us to update or explain what was going on. Finally the last week of June they came to install the new cladding. After they left we noticed they had sliced the weather stripping when installing the new cladding. So they sent another guy out to replace all the weather stripping. The contract says one day completion and it took 3 months. We paid them against my better judgement.
I have since e mailed the owner of the company with my complaint and received no reply. I spoke with a Nancy S in finance on June 29 asking for some compensation. She assured me she would speak with David, the owner, and call me back by 2 PM on June 30th. I've heard nothing. I have called her everyday and left messages to please respond and have had no reply.
We finished the touch up painting ourselves and finally have a door.
We apologize
for the upsetting experience you had with us. We always want our customer to
have outstanding installations and customer experiences. All our jobs take
10-12 weeks to be completed which is part of the contract that is signed by
both the sales representative and the customer to ensure that they get the best
quality install. The purchase of both the window and door was 3/9/20 and the
install for both were done on 5/13/20; that is when we became aware of the
issue of the cladding and we asked our manufacturer to get it FedExed to us so
we could expedite the repair; our construction administrator and our
construction manager were in contact with you through this time. We did
communicate that the manufacturer had to close their facility for a few days
which would cause the cladding to take a little longer than expected. The
cladding was received on 6/15/20 and installed on 6/16/20; we asked for final
payment due to project being completed. We apologize if this came off as a
strong statement when asked for payment, we never wanted to offend you in any
way. A voicemail was left on 6/30/20 that there would be no refund assessed due
to the project being completed in the time frame promised and all the issues
were also addressed and solved for the door. We apologize that there might have
been some miscommunication and we want to ensure that we will have better
communication in the future. We thank you for being a customer and we hope you
enjoy your window and door.
Complaint: ***
I am rejecting this response because: These are NOT the true facts. We have evidence of all the faulty work, employees being fired because of their bad work and "threat". I did all the calling, no one called us about ANYTHING. I'm offended that this company thinks they can ignore people, make false statements and presume it will all go away. We were lied to and ignored !!
Regards,
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
We purchased replacement windows for or home in August. We were told that they would put our windows up in the first part of October. All follow up phone calls have began with us because their communication is horrible. After calling and stating we no longer wanted these windows, they said they would work on this after giving us a handful of excuses. Well they called and said they would be out December 2 2019 to put in our windows. We called them this morning (Dec 2, 2019) to confirm their appt time since they did not call us with a time- and guess what??? They are not coming!! When we asked to speak with someone they said they were all in a meeting. We have had it with this company and NO longer want to deal with them. They have been unprofessional ever since they received our money. We feel we have been taken advantage of. Please help us resolve this matter.
Hello Mr. and Mrs.,
I very much appreciate your feedback. No one should feel that a company they are working with is taking advantage of them. Let me assure you, please, that we never intend to take advantage of anyone. I find that lack of communication is often the catalyst for this feeling. To that point, we have had some difficulty with staffing turnover, which always complicates the process. To make matters more difficult, our installation/service office has been plagued with a non-functioning phone system that neither our internet provider nor our networking company can seem to repair. Our primary call center has been relaying messages via email to our installation/service office, and personal cell phones are being utilized for outbound calls to schedule installs and update customers.
I sincerely apologize for the frustration you're feeling. Although we feel that we now have the right staff in the right places, our phone systems are still not functioning.
As I understand, we have your installation scheduled for the 2nd of January. I am absolutely confident that once your windows have been installed by our excellent installation team, that you will be happy with your purchase.
Best,
Glenn S. - General Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards