We hired Stone Selex (Mississauga location) to put stone wall facing in our cottage. We had used them before with a similar "mixed feeling" experience but was hard pressed to find a contractor that would install the product. We were pleased, on both occasions, that the Mississauga store arranged both transporting the product to the work site and providing the installers. And we were amazingly pleased with the end result and the installers themselves (polite, didn't track dirt, cleaned up area after installation). Our concerns both times was the Project Manager we dealt with. Lucas. On the first occasion (2010) he send the installers with no corner pieces (forgetting that the stone fireplace installation had all sorts of corners) and they had to piece together a solution on site. This resulted in them running short of product so we cut down on the area we were to have covered. They also were not aware that a stone hearth was to be built. The installers brought the stone for the hearth but did not have the wood to create the "step" up off the floor. We had to go to the lumber yard to get wood (at our expense) for that part.
On this last installation, after picking a specific date for the installation of the wall (more than one month in advance), we also verified the date that same week with Lucas. We were told it was confirmed. On the day of the installation (they were to arrive around 9am) we got a call from Lucas at 930 saying the installers were stuck on the highway with a broken down car. I advised that, despite the unfortunately scenario, no other day would do and that I would await to hear what Lucas had planned (rental van?) to get the installers and their product to the cottage. He did not seem to see my side of things and said he would "see if the installers wanted to do that" and asked if they could stay over if the project ran late, to which we said yes. I called Lucas again at 12pm and found that he was out for lunch. I called him again at 1230 and he said "they are not coming". I was upset and indicated to Lucas this was not acceptable. He spoke to me in a very derogatory way, using my name repeatedly in a manner in which someone would scold a child. He told me that the installers "didn't feel like coming out today, after the breakdown and would try for tomorrow". With no other choice, I accepted and asked about whether there would be any consideration on the bill, given the inconvenience and the fact that the whole project was only committed to if we could have it on that certain day. I must say he became very rude at that point (more so than he already was) and said that maybe this wasn't going to work and maybe they wouldn't come at all. I said that as a Project Manager he needs to have contingency plans in place. He kept saying that our cottage was 2 hours away---something irrelevant as that had already been factored into the cost of installation. The cottage hadn't moved in the time since we placed the order. Finally, I got off the phone (one can only take so much negative back talk when paying $2400) and expected to see the crew the next day at 9am. The crew arrived at 940am and it only took them 5 hours. When I inquired to the installers about the previous day ("sorry to hear that your car broke down") they had no idea what I was talking about. They said they hadn't been scheduled for Friday and always knew they were coming on Saturday.
I can handle unexpected issues, as can any consumer, but I was not pleased at the way I was disrespected or the manner in which my concerns were immediately discounted.
