Best Dutch Door Installation in Phoenix AZ
Deck & Railing Contractor
So far not impressed. Adam our sales rep was very knowledgeable and friendly. We started off on a high note and after paying for our door 100% upfront we were extremely excited. We signed the contract on 5/4/17 and were told it would be three or four days to receive our CAD drawings to approve. We received them on 5/12/17 and approved them right away. We were told they would call to schedule the install in 2 - 3 weeks. On 5/31/17 we still hadn't heard back so we emailed the Builder Services department and they said they could schedule the install on 6/14/17. It makes me wonder how long this would have taken if we hadn't contacted them. The install date was further out than we wanted for a pre-manufactured door but they told us 4 - 5 weeks total and this was only slightly longer so no big deal.
The day before the install we still had no communication and were getting nervous since most companies want to make sure the homeowner remembers their install date and that someone is going to be there. Also confirming the time window is nice. I get a reminder call the day before from my Barber. It seems like doing the same for a $3,000 front door would make sense. My husband reached out to Adam who was out of the office but gave him a number to call. He called and left a voicemail in the morning. No one responded. So I called the store who directed me to their install coordinator. She told me I was on the schedule for the next day and that the tech would be there around 9am. She also told me that they don't confirm with clients in advance. Before calling I had also sent an email to Builder Services again and Jamie informed me that the tech would be here between 10am and 12pm.
Experience has taught me that when YOU have to do all of the digging to get info from a contractor, it's not going to happen. But they assured us everything was set and the tech would call us when they were on the way. Since of course we had already taken time off work to be home and also setup another contractor to maximize our day off we kept the appointment. As predicted, the tech called in the morning about 8:30am to let us know that the glass was damaged and they could install the door with a wood barrier (it's going to be record high temps in the next few days) or reschedule the install when the glass arrives in the next week. Which of course we will probably have to follow up on ourselves since communication is seriously lacking at this company (with the exception of Adam the sales rep).
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We might bump up the rating depending on how the experience goes from here but our experience so far tells me not to get my hopes up. So if the glass takes another week to arrive and then we have to get BACK on their installation schedule our 4 - 5 week timeline is now at 6 - 8 weeks. And this isn't even a fully custom door. Had there been a proper QC process in place they might have noticed the defect in the glass BEFORE our install date and avoided a lot of heartache. But since we got not call before and other reviews stating the same thing, I don't think that the glass had a defect, I don't think the glass was ready and they are telling lies at the last minute to cover their tracks.
UPDATE ---------------------
Just got a call from the owner Tim. He was excellent on the phone and actually took the time to listen to the issues, took ownership and told me what he was going to do to fix it. It's amazing what just a little contact with a human being instead of voicemail will do. We are back on track and feeling much better about things moving forward. I feel confident that Tim will be there to fall back on if any other issues arise. At the end of the day I just want a company who is willing to stand behind their product and not run away from issues. Thanks Tim.
The day before the install we still had no communication and were getting nervous since most companies want to make sure the homeowner remembers their install date and that someone is going to be there. Also confirming the time window is nice. I get a reminder call the day before from my Barber. It seems like doing the same for a $3,000 front door would make sense. My husband reached out to Adam who was out of the office but gave him a number to call. He called and left a voicemail in the morning. No one responded. So I called the store who directed me to their install coordinator. She told me I was on the schedule for the next day and that the tech would be there around 9am. She also told me that they don't confirm with clients in advance. Before calling I had also sent an email to Builder Services again and Jamie informed me that the tech would be here between 10am and 12pm.
Experience has taught me that when YOU have to do all of the digging to get info from a contractor, it's not going to happen. But they assured us everything was set and the tech would call us when they were on the way. Since of course we had already taken time off work to be home and also setup another contractor to maximize our day off we kept the appointment. As predicted, the tech called in the morning about 8:30am to let us know that the glass was damaged and they could install the door with a wood barrier (it's going to be record high temps in the next few days) or reschedule the install when the glass arrives in the next week. Which of course we will probably have to follow up on ourselves since communication is seriously lacking at this company (with the exception of Adam the sales rep).
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We might bump up the rating depending on how the experience goes from here but our experience so far tells me not to get my hopes up. So if the glass takes another week to arrive and then we have to get BACK on their installation schedule our 4 - 5 week timeline is now at 6 - 8 weeks. And this isn't even a fully custom door. Had there been a proper QC process in place they might have noticed the defect in the glass BEFORE our install date and avoided a lot of heartache. But since we got not call before and other reviews stating the same thing, I don't think that the glass had a defect, I don't think the glass was ready and they are telling lies at the last minute to cover their tracks.
UPDATE ---------------------
Just got a call from the owner Tim. He was excellent on the phone and actually took the time to listen to the issues, took ownership and told me what he was going to do to fix it. It's amazing what just a little contact with a human being instead of voicemail will do. We are back on track and feeling much better about things moving forward. I feel confident that Tim will be there to fall back on if any other issues arise. At the end of the day I just want a company who is willing to stand behind their product and not run away from issues. Thanks Tim.
1415 N Mondel Dr Gilbert, AZ 85233