HomeStory of Chicago

Great doors. Not cheap. *Atrocious* customer service. I cannot stress how horrible and slow their customer service is. It took me a year of constant hounding, long numbers of unanswered emails, cancelled installation appointments, wrong doors, etc, before they finally finished the job. I'm still missing the correct door hardware for my master bath, but, after months more of unanswered emails and excuses, I've pretty much given up. Buyer beware.

Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: Walter ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We were dismayed to hear of the complaint, and the issue has already resolvedWe have a very high customer satisfaction rate, based on
customer self-reported reviews (93% satisfied) and an industry award that we have recently received, putting us in the top 5% for "Superior Service"
Unfortunately there was a damaged door, and we re-ordered it actually on 7/6/15, so we're not sure what the customer is referring to about the 7/discussionWe do not have responsible control over a door being delivered damaged to us, but remedied as quickly as we couldAdmittedly the issue occurred during our peak busy season, but we moved to resolve quicklyOnce the replacement door came in we contacted the client to arrange a quick resolution, and, importantly, the client indicated they are now happyWe always were responsive and gave the customer as much information as we knew regarding the delivery and installation of the door, but sometimes there are delays out of our controlUnfortunately, at the end, the customer called when we were not open and they then filed a complaint before we could respond
We apologized, and further apologize for their dissatisfaction, but based on the happy resolution we urge that the complaint be removedThank you
Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not heard anything from anyone at HomestoryI filed this complaint not my husbandSomeone did speak with my husband and asked him to speak with me about removing this complaintI have clearly stated that I want a written apologyNo one has contacted meNo calls, no letter, nothingI do not know who you are referring to as "Now Happy"
The 7/discussion I am referring to was with JackI sent an e-mail asking for status update
I understand that you do not have control over a damaged door coming in but neither does the paying customerFrom 7/1/date of install to 10/2/we only received one call from HomestoryThat call was on the DOS for re install in early August, all to tell us that the second door was damaged as wellThe communication was always on our endOnce again Homestory is not communicatingI filed this complaint, it is me who Homestory needs to speak with, not my husbandFurthermore my husband told Homestory that they should contact me not him
I am not sure what you are referring to that "the customer called when we were closed." I do not know what that even has to do with waiting for five months for a doorI have never dealt with a company with such poor communication skills

Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: Walter ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We were dismayed to hear of the complaint, and the issue has already resolved We have a very high customer satisfaction rate, based on
customer self-reported reviews (93% satisfied) and an industry award that we have recently received, putting us in the top 5% for "Superior Service"
Unfortunately there was a damaged door, and we re-ordered it actually on 7/6/15, so we're not sure what the customer is referring to about the 7/discussion We do not have responsible control over a door being delivered damaged to us, but remedied as quickly as we could Admittedly the issue occurred during our peak busy season, but we moved to resolve quickly Once the replacement door came in we contacted the client to arrange a quick resolution, and, importantly, the client indicated they are now happy We always were responsive and gave the customer as much information as we knew regarding the delivery and installation of the door, but sometimes there are delays out of our control Unfortunately, at the end, the customer called when we were not open and they then filed a complaint before we could respond
We apologized, and further apologize for their dissatisfaction, but based on the happy resolution we urge that the complaint be removed Thank you
Initial Consumer Rebuttal /* (3000, 8, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not heard anything from anyone at HomestoryI filed this complaint not my husbandSomeone did speak with my husband and asked him to speak with me about removing this complaintI have clearly stated that I want a written apologyNo one has contacted meNo calls, no letter, nothingI do not know who you are referring to as "Now Happy"
The 7/discussion I am referring to was with JackI sent an e-mail asking for status update
I understand that you do not have control over a damaged door coming in but neither does the paying customerFrom 7/1/date of install to 10/2/we only received one call from HomestoryThat call was on the DOS for re install in early August, all to tell us that the second door was damaged as wellThe communication was always on our endOnce again Homestory is not communicatingI filed this complaint, it is me who Homestory needs to speak with, not my husbandFurthermore my husband told Homestory that they should contact me not him
I am not sure what you are referring to that "the customer called when we were closed." I do not know what that even has to do with waiting for five months for a doorI have never dealt with a company with such poor communication skills