Extremely disappointed in customer service
On August 6th, my husband purchased Mohawk flooring from The Floor StoreThat same day we paid for the flooring in fullWe were told the floors would have to be ordered and would be here by Wednesday August 12th at the absolute latestBy Thursday August 13th we had still not received a phone call that the floors had been delivered so my husband called the storeThey told him that they did not order the floors because we did not put down a depositWhen my husband told them we paid in full they said that they just forgot to order the flooringIt took us calling the store a week later for them to even realize they hadn't ordered the flooringUnacceptableThe manager told us that they would get the flooring here and have it expeditedWe were told it would be here on Monday August 17thThat doesn't sound very expedited to meThey should have had the floors overnighted and had to pay the freight chargesWe were very unhappy that we would be waiting almost another weekThat Monday my husband received a call from the store saying the manufacturer didn't have room on their truck so the floors had not even been shipped yetWhen I called the manager and told him that was unacceptable he said he was sorry but that was out of his handsI understand that it is not their fault that the flooring had not been shipped but it should have been stressed by them to the manufacturer how important it was that the floors be delivered to us no later than MondayThe manager told me that he would call me that afternoon when he got confirmation the floors had been shippedI did not receive a phone call until Tuesday around lunch timeHe said the floors would be in the warehouse on WednesdayWednesday morning around 8:AM my husband received a phone call saying the floors would be delivered to our home by his employees within an hourAt almost 11:AM the floors were finally deliveredIt took whole weeks for the flooring to get deliveredAfter installing the flooring we still had boxes of flooring left overMy husband called the store on August 25th around 12:and asked if they would accept the extra flooringThe employee told him that they would accept the flooring as a return but there would be a 30% restocking feeHe said that was fineWhen he brought the flooring to the store less than minutes later they told him that the flooring could not be returned and they had given the wrong informationGiven the situation and poor customer service I could not believe they would go back on their wordSo unprofessionalI work in the customer service industry and if I give a customer incorrect information I still have to honor my word even if it hurts my companyI have never been more displeased with a companies customer serviceWe were never offered a discount or any compensation at allI am so disappointed in the way the situation was handled and will be sure not to recommend this company to anyone
On May 4th of this year my wife and I met at our home with Carl P[redacted], the salesman for Reno Patio. We spoke with him at length regarding our vision of the pergola we wanted to have built over a round, paving stone deck, emphasizing that we wanted it to have a rounded front to accent the deck. When we questioned him about being able to construct it the way we wanted, he told us that it would be no problem and showed us a photo of a cover done by Reno Patio with a rounded front. We signed a contract with Carl that day and provided him with a substantial deposit (50% of the total price.) On the contract there was a tiny sketch made by Carl. According to our discussions with Carl, a city building permit would not be necessary and Reno Patio would handle all required HOA paperwork and approvals. We would have our cover in place for the summer.
Two weeks later, on May 18th, another employee of Reno Patio came out to our house to make some measurements, presumably to prepare the HOA paperwork and the shop drawings which were to be used to order materials. We reiterated to that employee that the pergola was to have a rounded front to match the deck. He also told us "no problem."
We didn't hear anything from Reno Patio for over a month. When I called the office in late June to check on the status of our order, I was told that they were waiting on a response from the HOA on the plans that had been submitted. I later found out that that the HOA did not even receive the paperwork until July 1st and that was after I had made several calls to Reno Patio's office.
Another month went by with no word and no action by Reno Patio until I made some additional phone calls and threatened to cancel the order. During one of those calls the owner, Rich, told me to go ahead and cancel but that he was going to keep my deposit. Then, all of a sudden, after a call to the state contractor's board, the materials were ordered and the job was scheduled.
When the installation crew showed up they were surprised to find out that the pergola which we thought we had ordered was supposed to have a round front. The materials they had been provided were for a square cover. The crew diligently attempted to make the cover the way we wanted but had to work within the limitations of the materials provided to them. To date, we do not have a cover completed to our satisfaction.
There are major communication issues with this company, beginning with their salesman, Carl P[redacted], who seems to be more interested in making a sale than keeping a customer happy. Their customer service is non-existent. Calls and emails go unanswered and unreturned. Nobody documents or seems to remember conversations. They do not provide working drawings of their proposals for customer approval, which would go a long ways to prevent misunderstandings.
It's now the last week in September and the pergola has not been completed to our satisfaction. There has been absolutely no communications from the Reno Patio office on the subject and my emails to Carl P[redacted] have gone unanswered. To anyone contemplating doing business with Reno Patio, I say "buyer beware!"
Extremely disappointed in customer service
On August 6th, my husband purchased Mohawk flooring from The Floor StoreThat same day we paid for the flooring in fullWe were told the floors would have to be ordered and would be here by Wednesday August 12th at the absolute latestBy Thursday August 13th we had still not received a phone call that the floors had been delivered so my husband called the storeThey told him that they did not order the floors because we did not put down a depositWhen my husband told them we paid in full they said that they just forgot to order the flooringIt took us calling the store a week later for them to even realize they hadn't ordered the flooringUnacceptableThe manager told us that they would get the flooring here and have it expeditedWe were told it would be here on Monday August 17thThat doesn't sound very expedited to meThey should have had the floors overnighted and had to pay the freight chargesWe were very unhappy that we would be waiting almost another weekThat Monday my husband received a call from the store saying the manufacturer didn't have room on their truck so the floors had not even been shipped yetWhen I called the manager and told him that was unacceptable he said he was sorry but that was out of his handsI understand that it is not their fault that the flooring had not been shipped but it should have been stressed by them to the manufacturer how important it was that the floors be delivered to us no later than MondayThe manager told me that he would call me that afternoon when he got confirmation the floors had been shippedI did not receive a phone call until Tuesday around lunch timeHe said the floors would be in the warehouse on WednesdayWednesday morning around 8:AM my husband received a phone call saying the floors would be delivered to our home by his employees within an hourAt almost 11:AM the floors were finally deliveredIt took whole weeks for the flooring to get deliveredAfter installing the flooring we still had boxes of flooring left overMy husband called the store on August 25th around 12:and asked if they would accept the extra flooringThe employee told him that they would accept the flooring as a return but there would be a 30% restocking feeHe said that was fineWhen he brought the flooring to the store less than minutes later they told him that the flooring could not be returned and they had given the wrong informationGiven the situation and poor customer service I could not believe they would go back on their wordSo unprofessionalI work in the customer service industry and if I give a customer incorrect information I still have to honor my word even if it hurts my companyI have never been more displeased with a companies customer serviceWe were never offered a discount or any compensation at allI am so disappointed in the way the situation was handled and will be sure not to recommend this company to anyone
On May 4th of this year my wife and I met at our home with Carl P[redacted], the salesman for Reno Patio. We spoke with him at length regarding our vision of the pergola we wanted to have built over a round, paving stone deck, emphasizing that we wanted it to have a rounded front to accent the deck. When we questioned him about being able to construct it the way we wanted, he told us that it would be no problem and showed us a photo of a cover done by Reno Patio with a rounded front. We signed a contract with Carl that day and provided him with a substantial deposit (50% of the total price.) On the contract there was a tiny sketch made by Carl. According to our discussions with Carl, a city building permit would not be necessary and Reno Patio would handle all required HOA paperwork and approvals. We would have our cover in place for the summer.
Two weeks later, on May 18th, another employee of Reno Patio came out to our house to make some measurements, presumably to prepare the HOA paperwork and the shop drawings which were to be used to order materials. We reiterated to that employee that the pergola was to have a rounded front to match the deck. He also told us "no problem."
We didn't hear anything from Reno Patio for over a month. When I called the office in late June to check on the status of our order, I was told that they were waiting on a response from the HOA on the plans that had been submitted. I later found out that that the HOA did not even receive the paperwork until July 1st and that was after I had made several calls to Reno Patio's office.
Another month went by with no word and no action by Reno Patio until I made some additional phone calls and threatened to cancel the order. During one of those calls the owner, Rich, told me to go ahead and cancel but that he was going to keep my deposit. Then, all of a sudden, after a call to the state contractor's board, the materials were ordered and the job was scheduled.
When the installation crew showed up they were surprised to find out that the pergola which we thought we had ordered was supposed to have a round front. The materials they had been provided were for a square cover. The crew diligently attempted to make the cover the way we wanted but had to work within the limitations of the materials provided to them. To date, we do not have a cover completed to our satisfaction.
There are major communication issues with this company, beginning with their salesman, Carl P[redacted], who seems to be more interested in making a sale than keeping a customer happy. Their customer service is non-existent. Calls and emails go unanswered and unreturned. Nobody documents or seems to remember conversations. They do not provide working drawings of their proposals for customer approval, which would go a long ways to prevent misunderstandings.
It's now the last week in September and the pergola has not been completed to our satisfaction. There has been absolutely no communications from the Reno Patio office on the subject and my emails to Carl P[redacted] have gone unanswered. To anyone contemplating doing business with Reno Patio, I say "buyer beware!"