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Bad customer service
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I found Doug via an app called Thumbtack and solicited an initial bid for two doors to be replaced at my home. While his initial text responses were cordial, when we first spoke on the phone Doug was less than pleased with the $20 or so fee that he was being charged by Thumbtack for the job lead. Whatever, I was willing to overlook his attitude seeing as how I was going to need an entire house of doors installed over the next few months and he would certainly recoup that fee in his labor charges. We proceeded to exchange messages over what type of door I needed and I began scoping out doors at Home Depot, Lowes and Ganahl. While Doug did provide me with the width and swing of the door he never provided me the jamb size which was also needed before I could special order the non-returnable door from Ganahl. Keep in mind, Doug has never physically been to my house to assess the size of the door nor the install, basically all of our communication has been via text at this point. Through this entire process I continued to express concern whether his installation method would correctly fix the unique issue we have with the door installation. A prior contractor removed our old door and flashing to replace termite damaged wood and basically reinstalled our old door with no flashing/waterproofing. I was concerned whether Doug's installation method of the fins caulked to our existing stucco was the correct way to fix our issue or whether we needed to bust out the stucco and install new flashing before installing a new door. As a homeowner I am more concerned with the job being done correctly than the cost and Doug would never give me a direct answer on how the new door should be correctly installed. He kept telling me I was not listening to anything he said (even though he kept tap dancing around the question than directly answering it) and kept telling me how satisfied all his other customers are. Well that's great and all, but I'm sure most of his other customers do not have this specific issue with no flashing/waterproofing being present and he is usually just installing over an existing opening where the flashing is already present. Basically I felt like he was not listening to our specific concerns and more interesting in installing the door how he wanted regardless of the specifics of the job and having never come out to see it in person. He claims he offered to come out and preinspect the job but I was the only person who was initiating this request. He offered to come out and install our exterior door and inspect our interior bathroom door at the same time but never to look at the exterior door to correctly assess the installation nor size of the door I was supposed to order. Basically I was told he was no longer interested in doing the job and "good luck" finding someone else. I sincerely hope Doug posts the entire transcript of our communications in his response. There was definitely a breakdown in communication with him not providing complete information (or answering or responding to our specific concerns about leaks, the manner of his install for our specific situation, jamb size, preinspecting the job, etc. Also with him having an attitude and either misreading or misinterpreting our texts and being condescending for "not listening to a thing he says". Maybe it's his UK attitude, maybe Americans are just stupid or inferior to him, who knows? When I was at the point of ordering the door for him today he basically bailed on the entire job and told me to find someone else, that "I'm out" as he said. Five star customer service Doug, really classy. And please post our conversations in their entirety rather than just what you feel like posting or editing out. Everyone should know how you really respond to your customers. Is our installation a bit more challenging than most? Absolutely! You said you were the best of the best but ended up being just like the rest.
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