I wrote a one star review on this company a few weeks ago due to the lack of communication we had with the sales person. If I had to still deal with that sales person the review would have not changed. But thankfully the project manager took over and got the job done. He was extremely professional due to MANY hiccups that came to us. Sales person messed up, amount of pieces, no communication, etc. When the project manager told us he would be there on Monday even if it was at 4:30 he showed up!
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Dear Ms. Harper (Laro), I apologize for not responding sooner, I did not have your name as shown in our database. I would also like to apologize that we were not able to exceed your expectations. I have reviewed your file and it looks like you first contacted our company on 3/23 at 9:41am. At 9:44am, we sent an email requesting photos of the area of concern, to which we did not receive a reply. At 6:00pm that evening, we sent an email reminder of your appointment time, which was scheduled the following day, 3/24, to which we did not receive a reply. On 3/24 at 6:43pm, we sent an email containing the estimate for the repairs needed to replace your siding. On 3/28 at 10:56am we sent a request for a digital signature to confirm that you wished to proceed. We received your signature on 3/29 at 11:43am. On 3/31, our office manager scheduled our project manager to complete a siding match and material list (as we do with every siding repair). Unfortunately his next open available date/time was not until 4/11. I understand that this length of time was not communicated to you nor was it ideal for you and wish we were able to get to you sooner! This process should have been explained to you and I have addressed that with our sales rep, project manager, and office manager. (I want to assure you that this process is the same for every client, please do not feel that we were driven to action by your initial review!) Once our project manager was able to obtain a siding match, he immediately ordered the siding. It appears that it took another week to receive the materials from our vendor but once we received the notification that the materials were available for pick up, we completed your repair the following day. The best and fastest way to reach us is anytime through email or by calling our office telephone number Monday through Friday, 8am to 5pm. I understand how frustrating it must have been to have to wait 3+ weeks to have your siding replaced and I apologize again that we did not communicate throughout this process more clearly! I am glad that you are happy with the repair!
