Wonderful on the front end -- giving estimate, completing sale, and finishing installation. Horrible when follow-up servicing was requested.
Over the years I've had all of my windows replaced by JR Hardware, and even several closet doors and a screen door. The interior and screen doors were done in early 2017. I contacted them approximately August 2017 when I thought the screen door started sagging and catching on the bottom. I first visited the shop and spoke to Lindy (Calvin's sister); she took my name and number and said that Calvin would call to schedule the follow-up. When after a week I didn't hear from anyone, I called. This time a male employee said that Lindy wasn't available, but after I explained why I was calling, he took my name and number and said he would pass it along to her. When I again received no call-back, I again called the shop and had the same experience with the male employee who answered the phone -- Lindy not available, I explained situation, he took name and phone number. I never was contacted by Calvin, Lindy, or anyone from JR Hardware. This was three attempts to schedule the repair.
Life interrupted further attempts to have the scraping screen door checked until late October 2017. Again I visited JR Hardware and spoke directly to Lindy. I explained that the screen door was still a problem and that I was requesting a service visit. This time I specifically stated to her that whatever they charged for the service call wasn't an issue; I understood that the fee would be whatever it turned out to be. I just wanted the door repaired. This time she had a male employee write down my name and phone number, after which Lindy again said that Calvin would call me after he checked his schedule. I never received a call from anyone at JR Hardware. After two more call-backs, in which I asked for Lindy, was told she wasn't in, I explained the situation and left my name and number with a male employee, I still did not receive a call-back. Once again this was three attempts to schedule the repair. I patiently made these repeated attempts because Calvin, Lindy, and I all have ties to Hawaii, and I thought (mistakenly!) that that would be a connection that might help to get the service that I was requesting. Obviously, I was wrong about that.
I do not know whether the "roadblock" to my being contacted was Lindy, Calvin, or the employee. All I know for sure was that when I asked for follow-up service, and even made it clear that I expected to pay for it, they did not have the decency to call me. I would have even understood if they contacted me and said that they do sales and installation, but not follow-up repairs. Instead, no call, just empty gestures of being friendly and helpful. Repeating my initial comments: They are fine giving estimates, making the sale, taking your payment, and doing the installation. But my experience after that was that when follow-up service is requested, Lindy and the office employees smile and appear helpful, but that never translated into a call or return visit, much less a repair.
Noticed as I was completing this review that there are other 1-star reviews describing similar "no call-back" experiences. Maybe they are too busy to properly service small individual accounts. Maybe they don't care. Whatever the case, it's sad that they choose to run their business this way. read more