Window installation. Accidents Happen - but Customer satisfaction maintained
Replaced 7 windows with energy-efficient replacements.
I started the process back in Nov 2021 knowing there will be a long wait due to supply chain issues through covid. To my surprise, the install was ready to go by March 2022. Windows installed were triple-pane windows for the purpose of the Greener Homes Rebate. Julian, the estimator/sales person was great in discussing my various options to replace the windows I wanted upgraded (7 in total).
I'm very happy with the quality of the windows and are a notable upgrade from my previous ones.
The install went smoothly EXCEPT for some accidental damage that was done to my hardwood stairs. One of the installers slipped on their dropsheet while traversing the stairs with some debris and unfortunately dropped it on the stairs, gouging the wood in a few places on one of the steps. I was quite dismayed by this as these were custom stairs installed by myself when redoing the home a few years ago and would not be an easy repair and one that would likely not be able to be repaired perfectly / would always be noticeable in the future.
While I understand accidents happen, they should not be to the detriment of the homeowner. I spoke with the management of the company who were extremely apologetic and emphasized that damage rarely happens. They were willing to discuss options with me to remedy the situation and did not try to 'pass the buck' or avoid accepting responsibility.
I am happy to report that we were able to work out a solution amicably and they were very willing to accommodate my preferences in how to approach the repair of the damages, showing an extremely high level of customer care and willingness to put the customer first, over their own profits/bottom line.
Do accidents always happen? no -> but I'm happy that in the rare times that it does, there are still companies out there that are willing to accept responsibility and want to maintain a good reputation for their business. Despite what occurred, I would still be confident in obtaining their services again and/or recommending this company to others.
- Approximate cost of services:
- $1.00
- Company Response
Thank you for your honest review. Our installers rarely have accidents and I do apologize again for the mishap, but we are all human and accidents happen. We are a company that takes great pride with the high level of customer service we provide from the first visit to the end of the installation, we always make sure that our customers are happy when we leave, no matter what. I am pleased we got your stairs sorted out to your satisfaction. Enjoy your new windows!