It was a struggle most of the time, primarily due to the large number of people I dealt with during the process. Not including the guys who did the work, there was 7 people in the office who engaged at some point in the process.
Salesman: met him at the Home n Gardens show, he was super prompt for the initial appointment. Spent some time giving overview and checking everything to provide a quote. Had a couple conversations before work started. Only concern was since I had a solar hot water heater he wasn’t sure they could remove, said they could but then said “unfortunately they couldn’t “. This was quite a pain for me to hunt down someone.
Money guy: don’t know his role, but he sent me the invoice, half due immediately. Then called right after emailing to make sure I got it and could pay asap. Invoice said 2% fee for credit card. Initially this freaked me out since it was not disclosed until after I signed the agreement and the agreement was quite one sided to protect them from me, noting a penalty I took as pay now or pay more tomorrow.
CFO: she made a point to say she was CFO and there was not a 2% fee, even thought the bill said it. Did not offer to send a revised bill, leaving me on the hook for pay the 2%.
Another person; I can’t recall he name, was friendly. Reiterated no fee so I gave in and paired the half with a card she said she would send a revised bill, which she did after payment.
Project manager: called to ask if I could accept material delivery 4 days sooner than expected, ok I guess. AT this point i just want it done and over with. Work set to start 2 days early. Caused overlap with other work being done but that’s life. To me this is more of the one sided, what appears to matter to them, is them, not the customer
Supervisor one. Came early on first day of the work. Was polite, checked if I hard questions and asked if I had house paint so they could paint a portion of sheathing they put on. Gave them my gallon of spare house paint. Guess they needed the entire gallon for a few square feet of wood. But, spent 5-10 minutes chatting then vanished. Never saw him again. Had questions later, but no clue who to ask so I climbed onto roof and figured out the answers myself.
Supervisor two. Came late day on second day of work. Asked about the solar panel, was difficult and confusing conversation. I asked if they had the paint, or even the can so I could get more. He seemed indifferent and brushed it off for 10 minutes, until he finally asked his guys and good news, they had it. Far to much of a struggle, if they could have just given back the portion the didn’t use. He did improve, arrived 3rd day and for review. Brought new gallon of paint.
The guys doing the work: they did excellent work, long days, worked hard. Completed the job in 3 days. If I only reviewed them, I would say 5 out of 5. But there was far more office side people involved which knocks it down to 2 out of 5. Price was steep, but there is a lot of office workers needing paid so I see why.
After discussing new tile location, color variation due to age of old and old also discontinued. Chris in office corrected me and said color was the same. He was wrong. Location they chose was in most visible area on back, since it was easiest for them to load from truck to roof. Must give them credit though, after partly installed i contacted them and they corrected the issue, moving to a different location which was much less visible.
Close out, got final invoice from one person in email, then another from a second person in email, both prior to final inspection. Made payment under good faith final inspection would be good.
Makes me think of the 3 key factors. Quality, Price, Speed. You can only have 2 and I got Quilty and Speed. But a high price. The bad part is the below average service, communication, and so many people involved. 20 years from now I will choose a different company, most likely a small individually owned business
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