***initial review***
I contracted LondonEco Roof back in 2015 to install my roof for a 1700 sqft home in Woodbridge, Ont. I especially told Kham ( the sales rep ) that I want the valleys to have straight cuts and I showed him a picture on how "not to do it". I was assured that yes, that installation i have in the picture is wrong and it will not be like that. I waited and when the crew came I took a day off. They started working and when I saw that they cut the valleys too short, I escalated to Kham. Kham had an inspection coming next day and the old crew was gone and it was replaced with Robert's crew. Robert's crew was very very knowledgeable and you could see that he knows what he is doing. He had the main guy a polish guy who was excellent. In the end the installation was finished but the first fiasco left me with doubts. I had to email a lot to get the warranty and the booklet with discounts for referrals. I used 2 referrals for 2 of my friends that I recommended and I haven't heard from them at all. It is sad that a company would chose to ignore their customers after they got the money. I am still waiting for the referral rebate for 2 other customers and frankly speaking I doubt that this review will make it happen, but i still have hope.
*** Update - Homestars reviews work***
Kham contacted me a couple of days ago , he apologized and he gave me a cheque for the 2 referrals. I would recommend to the company to introduce a post installation email customer satisfaction survey ( 6 months to 1 year after the installation) to ensure that if there are issues that are unresolved, they can pick them up and deal with them in a timely manner. This will avoid the negative reviews due to unresolved issues. As I mentioned, the product is excellent, the second installation crew was great. So good product with good installations, wrapped in good customer service is the recipe for success.
If someone from the company is interested in this suggestion, please get in touch with me (you have my phone number / email on file, postal code is L4H2L7 ). I will be very glad to give you more details on how to increase customer satisfaction through a couple of simple processes that can be implemented without any financial burden.
***** I changed my rating based on the fact that the issues were all resolved *****
Thank you !
Tibi Puscas
- Approximate cost of services:
- $13,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hello Tibi, we are glad that we could get everything smoothed out. It is good to hear that you are satisfied.