Initial contact with Eddie was quick. We got someone on site to take measurements for a new shower glass door the next day and a quote for the work the following day. However, Eddie was quick to assume that we wanted the minimum set up; options of color and hardware were not provided. I had to ask for the shower glass to have a pull handle instead of the standard puck that would have been installed had I not asked. After details were clarified, a 50% payment was requested 4 days after initial contact.
After payment, it felt like Eddie was ghosting me. He was unresponsive to Yelp messages that were marked as 'read' and did not provide updates on delivery or installation dates unless I asked. A typical pattern would be Eddie telling me that he'd update me by the end of the week, only to tell me that he'd update me the following Monday. When a date was scheduled, Eddie would push it back further. Eddie did not provide me with reasons for the setbacks; I had to ask what the reason for the delay was and only then was a reason provided. Three weeks from the initial payment had passed when I requested a refund and cancellation of the order, to which I was advised by Eddie that payment is not refundable. This was not explained at the time of payment nor did we receive anything in writing that states a non refundable agreement. While some of the setbacks and delays were understandable, the lack of communication is inexcusable.
28 days passed between payment and installation. After installation, it was noticed that two pieces of hardware did not match the color of the rest of the hardware. Eddie told me that I would have to contact him to request replacement parts. I reached out 13 days after installation for replacement parts and was asked to contact him back in a month and a half due to a back order. When I contacted Eddie again after a month and a half, he gave me the same pattern as before for follow up: he said he'd let me know the following Monday (he didn't), then he said by end of business the next day (he didn't), then he said a 5-7 business day turnaround, only to tell me two days later that I have been put on a 2-3 month waiting list for the individual parts. We'll see if the parts actually come in by the estimation given of mid June / early July, which will be 6 months after installation and 7 months after initial contact.
TLDR: The glass, hardware, and installation look alright (you get what you pay for), however communication and service was incredibly poor. As a customer, I initiated more communication and prompted follow up more times than I should have. The business should be providing the consumer with updates without the consumer having to ask, and should be taking ownership for a project that is clearly not finished. Eddie takes no accountability whatsoever. For that reason I will not be recommending this business to anyone.