Major reno: new gas line, hood vent, ducts, etc.
This is a very difficult review to write… in a nutshell: generally happy with the job done – extremely disappointed and frustrated about the after-sale service, follow-up and call return..i should say NO return call… In details: we bought a house, have to change our water heater, humidifier, install a new lint trap, run a gas line for the kitchen and the BBQ, install new venting for the hood and modify some ducts in the kitchen… Even if they didn’t come as fast as we were hoping, we were satisfy with “the job” – despite an incident with the sales rep that made me lose my mind… (let’s just say that this guy doesn’t know how to speak to customer)…
I had to chase (over 10 calls) Northwood and Gary Landry for weeks to ask for someone to finish the job (hook-up my kitchen gas stove to the line & duct cleaning) – I never get any call back and when I finally reached Mr. Landry, he insist that he never got any messages from me and find phony excuses without apologizing and basically make me feel that I was saying the true or that my complain was not justify…. Some compassion and an apology would had settled this, but Mr. Landry seems to feel that he’s always right…
How do you run a business like that? No matter what kind of exposure you have (i.e.: Mike Holmes), unsatisfied customers will someday catch on you… A simple call return will have settle this – now I already hired someone to take care of the hook up… and will for sure, hire another company to do our duct cleaning… and will NEVER EVER call Northwood again and you know how it works: you’re happy? you tell 10, you’re unhappy… you tell 100…
We dealt with others trades for the last 3 months, and Northwood is the only one where we got aggravated simply because we couldn’t reach and talk to someone in this company who can prove us that they care about our business… The sad part is we are satisfy with the work itself, but the lack of services and the attitude, we can live without for sure… which is a BIG PART of the whole customer experience… don’t you think !
- Approximate cost of services:
- $3,000.00