Colonial Grand at Inverness Commons
The work Gerber performed was good but even more importantly or at least equally important I scheduled this unit 1045 for the specific time window offered of arrival between 8am and 10am and scheduled unit 3021 for anytime in the morning. But when he arrived he failed to start unit 1045 that was scheduled for 8am and 10am which to my understanding is not the same as just the morning option. I scheduled this unit for 8am and 10am do to time constraints. I would believe that is the reason for even offering that time slot as and option. He did not get started on this unit until almost 1pm and I had to call Brooke to find out why he has not arrived or started this unit being that it was scheduled for that time slot. I had to make my cleaner leave do to her not being able to start work at her scheduled time of 3pm which should of been plenty of time for Gerber to complete the vinyl install even if he started at 10am. Therefore, I had to pay an extra trip fee to my cleaners and the unit was not able to be completed on time for move in.
I would just like to suggest that the installers and who ever sends them out to please pay more attention to the time slots chosen by the customer. I chose that time slot aside from just the morning time slot for the reason I presume it is offered as an option. His workmanship was good and everything else that comes with that. Just the way he managed his schedule really set us back on all of our schedules including other vendors. Also, I do understand his reasoning and that he didn't want to disturb other residents below unit 3021 if he worked late. But, he should have confirmed with me on that decision before proceeding.
What went wrong?
Thank you very much for detailed review of this job and situation Junior, it is greatly appreciated! We spoke with Gerber about your feedback. Please be assured that he understands the importance of the timeframes you select in the order process, and that he will follow the selected timeslots on his work orders. Also, should anything arise during his jobs that will impact the timing of his work, he will communicate with our Customer Care Team so that you can be made aware of the situation. Thank you again for sharing your comments as they give us an opportunity to reinforce the correct procedures with our installation team. We sincerely apologize for negatively impacting your turn.