Hello Wayne, thank you for the discussion we had on the phone last week regarding this review.
There is a saying that “there is no such thing as too much business” but unfortunately that isn’t true. The demand for Phantom Screens in Ontario has been unprecedented this season. Further, with the severe rainfall Ontario experienced in 2017, many of our scheduled measurements and installations had to be delayed or re-scheduled for reasons well beyond our control. The lasting impact of severe rainfall and the plethora of inquiries had a ripple effect of putting much of our field team behind, even into August.
When re-scheduling happens or our response time is exceptionally long, even on beautiful, sunny days, it is hard for the customer to grasp the fact that rain played a part in these circumstances. But that was certainly the case. Every one of our hard-working team members has been performing at capacity, and we still can’t keep up to the demand for the best quality retractable screens in the province.
Further, it’s sad that Home Depot didn’t return calls or follow up with you, but – once again – that is something completely out of our control. Your review said “home Depot, another poor service rating as they never ever followed up! I had to keep calling them!!!” I trust that anyone reading this review can understand that we have no control over the performance of Home Depot, or over your decision to allow your frustration with them to influence your perception of our business.
Customer Service is our number one priority at Ontario Screen Systems Inc. We take pride in having served Ontario since 1994, in having professionally installed more than 100,000 retractable screens in the province, and in treating each customer experience with excellence. As you can see from the very long history of 10/10 reviews on this site, our customers experience this excellence in Customer Service the majority of the time.
We’re disappointed that you opted not to go ahead with the screen installation we extended to you when we called, even with the consideration we offered for the inconvenience you experienced. We certainly don’t profess to be perfect, but we try hard to make things right for anyone whose experience is less than perfect. Unfortunately, we will be able to do that.
However, it is our hope that those reading your review – and our response to it – can see past your frustration with Home Depot and rain delays and judge us fairly on our true performance. Thank you.