Great products and sales (Jesse) and passable final result. Horrible communication. Lost a few days of work due to Opal’s lack of communication because you can’t get anyone on the phone. You have to rely on email support. Sloppy on the details. Broke my doorbell but didn’t tell me, left some gaps that let cold air in, lost some parts to my $400 front door hardware , split a piece of molding while installing (clearly visible) but didn’t bother to say anything or fix it and really missed some fini... Read more
Janel, thank you so much for being our wonderful customer, we really value that we got to be your Oswego patio & entry door installer. Really we feel very warm about you and am sorry for your frustrations. You mentioned a lot in your review so I will try to address everything. I am sorry you felt our communication was horrible. To be fair to Opal, we do have 4 people in Naperville dedicated to the phones so if you call between 9-5, you will get a live person (and if by chance you get our vm, we are required by our own cultural rules to call you back right away) and my admin team has reported taking the majority if not all, of your calls. I am still sorry that you felt you were not served, please call my on my direct line 331.472.8816 to tell me more in detail how you felt your calls were not taken. Because you are a teacher (thank you for that) we did try very hard to work with your schedule, remodeling does require homeowner to be home. Doorbell: Your existing doorbell was original/old and when you mentioned that the doorbell was having issues, we did send Jack out to install a new one that you purchased. (As a note, when you replace a new door it is a great time to upgrade to a new doorbell so we have it at the time of installation.) We are sorry that you feel we broke it, we do test existing security systems and doorbells upon our installation. The cold air/gaps that were an issue seemed to us, coming from your floor and we do not deal with flooring but instead we installed small cover pieces and we had confirmation from you that the issue was solved. The split molding piece did come to Opal like that from the manufacture and we did not see it until we unwrapped your packaged door....we did order a new mullion piece from the manufacture and installed this in a timely manor. Your feedback is valuable and we will address what we need to internally to make sure we are always the best we can be. Remodeling is a partnership and we treasure that you are our partner. Thank you again for your trust and business and I would love to add that the Andersen patio door and the Provia entry door that you chose for your home, really are gorgeous!
