We had a number of projects planned/completed with this company, and appreciated the effort and attention from the first representative with whom we worked Given the breadth of the work, we divided everything into four separate projects over monthsThe first two projects were completed flawlessly without incident (multiple window installations) Unfortunately, the original representative retired or left the company and the remaining projects were started with an other representative (David P) There was an appreciable decrease in quality of care Every time David said he would follow up with us with more information, updates on an order, etc he would miss his deadline I would call his office a few days later and every time I was met with "we were just about to call you." Seems like a heck of a coincidence that each time I called (a few days after they said they would get back to us), they were just about to call usOur biggest disappointment was around the installation of a patio door- promised to be completed by a set date We were told that we would be called as soon as the doors arrived in their warehouse After missing the promised date, and only a week from the promised deadline of completion, I called for an update and they said "they were just about to call me- the doors just arrived." Once the doors were installed, we noticed that the room was much colder than expected, and ultimately, we noticed that they were installed wrong At the base and top of the doors, we noticed that one could pass a pen through openings from the exterior into the house This was a MAJOR fail They failed to properly install the doors in a manner that left wide openings at the top and bottoms of the doors I called and asked them to come out as soon as possible to fix this- they were appropriately surprised, shocked and embarrassed by their mistake They came over the next day and were very apologetic I was willing to give them benefit of doubt, and they promised to re-order a missing part, and would return immediately to repairAfter a few days went by, I called to get an update on the missing part (hoping to remove the towels and socks we used to cover the openings in the door) They were just about to call me, and they will call back soon to schedule a time to fix the doorThis took too long, and they failed to show a sense of pride in their work They were too slow to repair a mistake that they admitted may have been their faultI am still not entirely sure if they repaired the door properlyNeedless to say, we did not ask them to come back for the final project
Initial Business Response /* (1000, 8, 2015/02/04) */
Contact Name and Title: *** Install Manag
Contact Phone: ***
Contact Email: ***
On January 30, myself, another Kent representitive, and an *** rep wents to ***'s to see what the issues were
*** walked us through the house showing us what he would like fixedThe *** rep is going back on February 6, to install new weather stripping around the front and rear entrence doors, *** and I spoke about when to install the two new thermopanes and caulk*** thought we should wait until warmer weather around April or May and I agreedI have an alert set for April frist to call *** and setup a date for the install
***
Install Sales Manager
Kent Building Supplies
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was Very Pleased that *** and his Crew were here to finally see my True Concerns.*** Rep unable to make it today due to the weather - understoodNo mention was made to Replace my Damaged front doorThis is a concern to forget such
All else, I can only say - Thank you *** for all your efforts
The only reason I ticked " not Accept" is because my front door replacement was not brought to your attention
I am sure *** will understand what I mean
Maybe an oversight
Please proceed with all Promises and Intentions to the Folks at Kents
Thanks to all Involved
Final Business Response /* (4000, 12, 2015/02/12) */
*** and I had discussed the front door and agreed that the front entry door slab will be replaced when we do the thermosI did however forget to put it in my first response but this will also be taken care of in the spring
We had a number of projects planned/completed with this company, and appreciated the effort and attention from the first representative with whom we worked. Given the breadth of the work, we divided everything into four separate projects over 18 months.
The first two projects were completed flawlessly without incident (multiple window installations). Unfortunately, the original representative retired or left the company and the remaining projects were started with an other representative (David P). There was an appreciable decrease in quality of care. Every time David said he would follow up with us with more information, updates on an order, etc. he would miss his deadline. I would call his office a few days later and every time I was met with "we were just about to call you." Seems like a heck of a coincidence that each time I called (a few days after they said they would get back to us), they were just about to call us.
Our biggest disappointment was around the installation of a patio door- promised to be completed by a set date. We were told that we would be called as soon as the doors arrived in their warehouse. After missing the promised date, and only a week from the promised deadline of completion, I called for an update and they said "they were just about to call me- the doors just arrived."
Once the doors were installed, we noticed that the room was much colder than expected, and ultimately, we noticed that they were installed wrong. At the base and top of the doors, we noticed that one could pass a pen through openings from the exterior into the house. This was a MAJOR fail. They failed to properly install the doors in a manner that left wide openings at the top and bottoms of the doors. I called and asked them to come out as soon as possible to fix this- they were appropriately surprised, shocked and embarrassed by their mistake. They came over the next day and were very apologetic. I was willing to give them benefit of doubt, and they promised to re-order a missing part, and would return immediately to repair.
After a few days went by, I called to get an update on the missing part (hoping to remove the towels and socks we used to cover the openings in the door)... They were just about to call me, and they will call back soon to schedule a time to fix the door.
This took too long, and they failed to show a sense of pride in their work. They were too slow to repair a mistake that they admitted may have been their fault.
I am still not entirely sure if they repaired the door properly.
Needless to say, we did not ask them to come back for the final project.
We had a number of projects planned/completed with this company, and appreciated the effort and attention from the first representative with whom we worked Given the breadth of the work, we divided everything into four separate projects over monthsThe first two projects were completed flawlessly without incident (multiple window installations) Unfortunately, the original representative retired or left the company and the remaining projects were started with an other representative (David P) There was an appreciable decrease in quality of care Every time David said he would follow up with us with more information, updates on an order, etc he would miss his deadline I would call his office a few days later and every time I was met with "we were just about to call you." Seems like a heck of a coincidence that each time I called (a few days after they said they would get back to us), they were just about to call usOur biggest disappointment was around the installation of a patio door- promised to be completed by a set date We were told that we would be called as soon as the doors arrived in their warehouse After missing the promised date, and only a week from the promised deadline of completion, I called for an update and they said "they were just about to call me- the doors just arrived." Once the doors were installed, we noticed that the room was much colder than expected, and ultimately, we noticed that they were installed wrong At the base and top of the doors, we noticed that one could pass a pen through openings from the exterior into the house This was a MAJOR fail They failed to properly install the doors in a manner that left wide openings at the top and bottoms of the doors I called and asked them to come out as soon as possible to fix this- they were appropriately surprised, shocked and embarrassed by their mistake They came over the next day and were very apologetic I was willing to give them benefit of doubt, and they promised to re-order a missing part, and would return immediately to repairAfter a few days went by, I called to get an update on the missing part (hoping to remove the towels and socks we used to cover the openings in the door) They were just about to call me, and they will call back soon to schedule a time to fix the doorThis took too long, and they failed to show a sense of pride in their work They were too slow to repair a mistake that they admitted may have been their faultI am still not entirely sure if they repaired the door properlyNeedless to say, we did not ask them to come back for the final project
Initial Business Response /* (1000, 8, 2015/02/04) */
Contact Name and Title: *** Install Manag
Contact Phone: ***
Contact Email: ***
On January 30, myself, another Kent representitive, and an *** rep wents to ***'s to see what the issues were
*** walked us through the house showing us what he would like fixedThe *** rep is going back on February 6, to install new weather stripping around the front and rear entrence doors, *** and I spoke about when to install the two new thermopanes and caulk*** thought we should wait until warmer weather around April or May and I agreedI have an alert set for April frist to call *** and setup a date for the install
***
Install Sales Manager
Kent Building Supplies
Initial Consumer Rebuttal /* (3000, 10, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was Very Pleased that *** and his Crew were here to finally see my True Concerns.*** Rep unable to make it today due to the weather - understoodNo mention was made to Replace my Damaged front doorThis is a concern to forget such
All else, I can only say - Thank you *** for all your efforts
The only reason I ticked " not Accept" is because my front door replacement was not brought to your attention
I am sure *** will understand what I mean
Maybe an oversight
Please proceed with all Promises and Intentions to the Folks at Kents
Thanks to all Involved
Final Business Response /* (4000, 12, 2015/02/12) */
*** and I had discussed the front door and agreed that the front entry door slab will be replaced when we do the thermosI did however forget to put it in my first response but this will also be taken care of in the spring
We had a number of projects planned/completed with this company, and appreciated the effort and attention from the first representative with whom we worked. Given the breadth of the work, we divided everything into four separate projects over 18 months.
The first two projects were completed flawlessly without incident (multiple window installations). Unfortunately, the original representative retired or left the company and the remaining projects were started with an other representative (David P). There was an appreciable decrease in quality of care. Every time David said he would follow up with us with more information, updates on an order, etc. he would miss his deadline. I would call his office a few days later and every time I was met with "we were just about to call you." Seems like a heck of a coincidence that each time I called (a few days after they said they would get back to us), they were just about to call us.
Our biggest disappointment was around the installation of a patio door- promised to be completed by a set date. We were told that we would be called as soon as the doors arrived in their warehouse. After missing the promised date, and only a week from the promised deadline of completion, I called for an update and they said "they were just about to call me- the doors just arrived."
Once the doors were installed, we noticed that the room was much colder than expected, and ultimately, we noticed that they were installed wrong. At the base and top of the doors, we noticed that one could pass a pen through openings from the exterior into the house. This was a MAJOR fail. They failed to properly install the doors in a manner that left wide openings at the top and bottoms of the doors. I called and asked them to come out as soon as possible to fix this- they were appropriately surprised, shocked and embarrassed by their mistake. They came over the next day and were very apologetic. I was willing to give them benefit of doubt, and they promised to re-order a missing part, and would return immediately to repair.
After a few days went by, I called to get an update on the missing part (hoping to remove the towels and socks we used to cover the openings in the door)... They were just about to call me, and they will call back soon to schedule a time to fix the door.
This took too long, and they failed to show a sense of pride in their work. They were too slow to repair a mistake that they admitted may have been their fault.
I am still not entirely sure if they repaired the door properly.
Needless to say, we did not ask them to come back for the final project.