Buss & Sons came out to our home about eight weeks ago to provide a quote on repairing/replacing a broken window in a bedroom. They send replacement was the best option, and they measured the window and took down all the info they needed to send a quote. A few days later, the quote arrived and we hired Buss & Sons.
They said that they would order the window (an Anderson window), and that it would be here in three weeks.
When the window arrived, they called and scheduled a time to install it. One of us had to take off of work to be onsite to let them in to replace the window. However, not long before they were set to arrive to install the window, we got a call from Buss & Sons: apparently, the wrong window came in. They assured us that they did everything right, it was simply an error with their supplier. They didn't end up coming out that day, apologized for the inconvenience and offered a small discount for the trouble, re-ordered the window, and it would be another three weeks before it would arrive for installation
Well, last week, they called: the new window was in and they scheduled a time to install it. One of us, again, had to take off of work to be onsite. Two guys from Buss & Sons showed up in a very timely fashion, and went into the bedroom to install the window. Minutes later, they came out to inform us that they, again, had the wrong window come in. They would not be able to install that day after all. The installation guys look embarrassed, and let us know we'd get a call from the owner later that afternoon. It was a Friday, and we did not hear back from Buss & Sons.
We figured we'd hear from them first thing on Monday, but no. That wasn't the case either. We had to call them (which is really poor customer service from my vantage point), and when they finally returned a call, we were informed they had a death in the family, but the window had been re-ordered. While I'm very sorry for their loss, if they had time to call and order the window, why didn't they have time to call and follow-up with their customer, who eight weeks later, still did NOT have the correct window they ordered installed?
It was during this call that Buss & Sons informed us that all of these issues with the window was not their fault - it was their supplier's fault. There's been a lot of turn-over at their supplier, and things are not going as smoothly as they once did.
Here's the thing Buss & Sons did not seem to get: we didn't do business with their supplier, we did business with Buss & Sons. And if, as a company, Buss & Sons, wishes to do business with a sub-par (by their own description) supplier, than that's a reflection of Buss & Sons and the quality of business they wish to do. And if the supplier is so bad, when the first window came in incorrect, why weren't we informed then that their supplier is no longer able to provide dependable service when windows are ordered? If Buss & Sons have identified how horrible this supplier is, why aren't they working to discontinue that relationship and find a new supplier to work with?
Bottom-line: we cancelled our order. It was an overall unfortunate experience, and the way Buss & Sons handled communication/customer service in regards to the second wrong window was completely unsatisfactory. We would not do business with them again. read more