Beverley Hills Home Improvements

WROTE A LETTER TO THE OWNER OF THE COMPANY AS WAS REQUESTED BY AN EMPLOYEE OF THE COMPANY TO DO THIS - SO WE DID IN JANUARY 2016 AND STILL HE HAS NOT RESPONDED.

HERE IS THE LETTER:

Attention: Owner, Beverley Hills Home Improvements

Dear Sir,

It is with regret that I write you this letter to express our extreme disappointment and upset with the service we received from Beverley Hills Home Improvements, and our frustration with our order.

I have spoken with Annette and she recommended I write a letter...therefore to the best of my abilities and remembrance...I will do so in chronological order.

I researched your company and compared it to others and made the call of inquiring back in September 2015. We arranged for "Name" to visit us on September 19th, where we spent over three hours with him going over our needs and making a decision to move forward with Beverley Hills Home Improvements for our front door with one side window panel, and our recreation room sliding door. We were told that installation would be within 8-12 weeks bringing us into the beginning of November.

At that time we also discussed with him that we are needing to do our home windows at some point in time in 2016 as well, so we would be interested in that, but at a later date.

We made our selections and him advised us that within the first two weeks we would receive a phone call to set up a time for someone to come and take the appropriate measurements. We waited for the two weeks and then not hearing from anyone, I decided to call and follow up directly on Thursday, September 30 of the second week and spoke with (name left out), but please note, I had to call myself. She then called me back on October 2 to confirm that (Name left out) would be coming on October 7 to take the measurements. I took the day off of work to be available for this and at the time of him taking the measurements, I told him that I was told that I could only put one glass panel and the door and not two glass panels by one of their employees - the sales associate because he said they would not fit properly. Please note that I originally had two side glass panels. The measurement person could not understand that and told me I could easily have two side glass panels on either side of the door and it would actually look better and I totally agreed. So I approved it and he measured accordingly and added the new side panel to the order. He told me he would put the change in the order in and it would be processed and that the sales associate would give me a call.

On October 9, I had not heard from anyone so decided to call and I left a message for the sales associate directly on his personal work phone. I did not receive a call back, so I then called the office and the office assistant said he would have to follow up with me directly and she would leave him another message. I still did not hear from the sales associate and on October 14 I called him again to make sure he received the new order. He told me that they have a process in place and that he had not received the paperwork, so he would follow up but not to worry because he had a good process in place and he would get the paperwork. He told me that it was another $1,000 for the extra panel. I just agreed and kept going. At this time, my worry began even more because I started to lose faith in the system, as I was carrying all the follow ups on my shoulders.

No one could tell me when the doors would be installed and finally I left a message for a manager to get back to me. (I cannot give you the date for this call - sorry), but I did receive a call back on Nov 3 from one of the managers. I explained the whole situation to him and wanted to know a date for installation and he told me that there was a problem in the paper work and we would not get our doors installed now until December 21. Well you can imagine the frustration as this point for my husband and I. We were on the phone for a long period of time and he tried to compensate me with a $100 Keg gift card, which I told him I am not complaining to get a Keg gift and I never did receive it anyways. I told him that I ordered the doors in September and that this was not appropriate. He told me that the company was still within the policy of the number of weeks because I told him I wanted to pull out of the contract, and requested my down payment back and just end the relationship. He told me I cannot do that. Both my husband and I were very disappointed and frustrated that we were not getting our doors until November 21. On November 17, I called to follow up as we did not hear from anyone again, and now I was told that we would not get our front doors until December 21. Well, again you can imagine our frustration and disappointment. We wanted out of this agreement and just wanted to end our relationship. The manager then promised that the sliding doors would be in and they could at least have them installed and then when the front doors arrive in December he would do those. What could we do when we are told we have no way out of the agreement? We did want out at that time and he said no. The frustration after delay upon delay, and excuses was too much.

On November 17, I had to call again myself about the sliding doors. Either my husband, or I had to take a day off work to stay home, so I had to keep calling to get some advance notice of installation dates. It was arranged that the sliding door would be installed on November 24 and two installers came and did the installation. I must say that they were wonderful to deal with and the one was very kind and polite, as well as the other, but the first installer has a real gentle spirit and has a natural way of exhibiting excellent customer service. I wanted to ensure I got them again for the front door installation, but unfortunately they were not available as I understand he had an addition to the family. An excellent team indeed!!

The sliding door was installed and is lovely...however, the pain and aggravation and time... was not worth it to be honest.

I was told from the office assistant that she would call me either way once she buttoned down the installation date for the front doors scheduled for December 21 or so.

I again called to follow up on December 15 and was told that the door could be installed on Friday, December 18. So, I made arrangements to take the day off and be home as we really wanted this to finally be done before Christmas. Then, to my surprise again.... I get a call from Darlene on that very Friday morning of December 18 at 8:00 am in the morning with the news that the installers will not be coming. My husband and I were furious at this point, and vocalized our disappointment again. It was at this point that the office coordinator did the best she could by referring us to another manager as the first manager was not around and we got a call back from now - a second manager (just keeping names out).

Well, this was even more unpleasant than the first manager offering us a Keg card as compensation.

I told the second manager that I took the day off work again, and that this has now become totally unacceptable and now it has gone beyond the boundaries of the so called policy and we just wanted to cancel the order entirely and get out of this unbelievable situation. He began to share with me that there were problems with the home the installers were at the day before and on and on about those problems. At this point, my husband and I have much compassion for people, but we really did not care nor what to hear about it as we had been through enough of our own problems with Beverley Hills Homes. Both my husband, Todd and I spoke to the second manager and told him we want out! He said we cannot get out of this as the doors are ordered and done and that once we get them we will be happy with them. We did not care about that at that time. We invested a lot of money and expected an good end result of top quality doors. When you pay this kind of money, you expect it, so this is certainly not what we wanted to hear. He told us we would have to wait until after the weekend two days before Christmas to get it done, and my husband said it was not acceptable and since we cannot get out of the deal he should make arrangements to compensate us and to get someone to install on the Saturday, December 19. We told him we are not the kind of people that look to get recompensed but we are at a point of complete despair and we told him that we feel as if we are locked in prison and there is no way out of this. The second manager told us that he knows we are good people because he spoke to one of the installers about us and asked him about us. Can you imagine your manager telling us such a thing, regardless if that is what you do or not, you certainly don't say that to your irate customers - that you have investigated them per say.

Well, he said he would see what he could do and then he called us back to say he would be sending a crew first thing on Saturday morning. We asked about recompensing and he got a bit upset in his tone and said he would have to speak to the owner, but he never called us, nor have we ever heard back from him to even follow up after such another frustrating experience.

So the installer came the following day which was Saturday, and they were again an excellent team. However, after almost 4 months of waiting, there was a cracked glasslite panel and the brick mould was missing. The only reason that was noticed is because I noticed the space between that area and then the installer said, "oh yes, there should have been another piece to this". He was also surprised it was missing.

Again, such frustration, not with the installers at all, but with the entire situation. We have a phantom door, and they were not able to put that back on because of the missing moulds, however we do want it to match so may have to order a new one.

We never heard back from the first manager or the second manager from Beverley Hills Homes.

I actually called back yet again on December 22 to see whether it was duly noted that there was a crack in our glass and about the missing moulds and the coordinator said that service would be contacting me. And they did. The service department contacted me and I had an opportunity to finally explain the entire situation from beginning to now, and the frustration and dissatisfaction that we experienced. And again, we will have to take another day off work for the installers to come back and replace the panel and install the moulds.... and it is now January 2016 and we ordered all of this back in September of 2015. Truly unacceptable!

I have tried to explain this situation to the best of my notes and recollection, but I do believe you can understand our situation and how it elevated to this point of a letter.

Sir, my husband and I are completely dissatisfied with the level of customer service we received, however, we can say that your products are beautiful. We do love the look and design of the front door and the sliding door, but if we had to do this all over again, we would never use Beverley Hills, nor would we ever recommend your company. It is regretful, and we are very sorry, but we have been left with such disappointments and the lack of customer service and integrity exhibited by your two managers is very disheartening and does not uphold to the name and reputation that you have built up over the 41 years of business. We do understand things happen, and there are delays, etc., but this experience was truly extraordinary, and above and beyond what any customer could endure.

We are honest, good people, and we uphold the utmost of integrity and honour and we do expect the same in return... so we will just take this as a very disappointing bad experience. We hope that you will assist us with getting the work completed with the replacement of the glass panel and the moulds and the reinstallation of the phantom door.

Thank you so much for your time and all the best for 2016.

_____

So here it is now February 2016 and we still have not heard one word from our letter to the owner of Beverley Hills Homes. Also, our front door is still needing the side panel replaced because of the cracked glass and there are drafts in the door that need fixing as well. They are scheduled to come tomorrow...February 17-2016 to fix all of this......but, still no response from the owner - or anyone for that matter from Beverley Hills Homes.

We do not recommend this company at all for their lack of attention to customer service and to satisfied customers. A terrible experience indeed.... and we are still living it unfortunately.