Great initial install, bad follow-up service
The initial quote process was great. The sales rep was useful in explaining my various options and had a quote to me ASAP.
Despite a hiccup, the initial install in February went well. (The hiccup was that the installers phoned to ask if they could come early, then, 30 minutes later when they arrived, they decided it was too icy to work and left - that meant I ran around like a chicken with my head cut off, removing window hardware for no reason.) The windows/doors installed well, the staff were pleasant, etc.
As time went on, I noticed my rear door was getting harder and harder to open. By June, I was having to use my entire body weight to open and close the door. I requested a service call.
Long story short, I started trying to get my service call in June, and just finally got the door fixed on September 25! The shenanigans included:
- 2 no-shows
- Multiple unanswered phone calls
- Emails to the rep and their team lead also resulted in no action
- Attempts to phone/email Home Depot/Peak head office resulted in no responses
It was very frustrating - like talking to a brick wall.
That being said, the fellow (Mike) who showed up to do the service call was fantastic. He fixed the problem with the back door, explained how the initial installation was done poorly, etc.
- An excuse that
- Approximate cost of services:
- $8,000.00
- Company Response
Hello Mau, we greatly appreciate you taking the time to leave a detailed review and allowing us an opportunity to identify what we could have done to improve your experience. We apologize for any delays you experienced in having a service completed to fix your rear door. We will take your review into great consideration and make the necessary improvements. Thank you for your patience and understanding - you can always contact us with any questions and concerns at 1-888-337-6877 or email us at customer_care@peakinstallations.com