Extremely disappointing experience... Kaufmann's came highly recommended to me, which is why this was such a let down. Communication was really, really bad. Almost comical. And management did not care or attempt to make it right. Below is an exact timeline of my experience with Kauffman's. No exaggerations, just as it happened:
1. I paid a 50% deposit on our garage doors in mid October of 2020.
2. I could not get an email back from the person who sold me the doors regarding when our install date was... Communication completely dropped off the map.
3. Finally, one month later (mid Nov 2020) I'm told that the doors will be installed January 14th 2021 at the latest. Also, if there are any cancellations he will let me know, and we can reschedule the install to an earlier date.
4. With zero warning or communication, I get a call one morning in early January (not the install date) from the guys who are installing my garage doors. They are on their way to my house. I had to cancel two meetings in order to make myself available. Lost about half a day of billable hours...
5. Install goes fine. I ask for the second invoice, and the install guys tell me it will be sent to me. Weeks go by and no invoice via email or post.
6. At this point I figure: since this company is too poor at communication to inform me that my install date has changed AND too unorganized to send me the second invoice, then it's not my job to remind them...
7. Fast forward to March 1st, 2022 (15 months later). I get a call from an accountant at Kaufmann's about the second invoice.
8. I relay my experience to the accountant and ask to speak to someone in management about it.... (Not to chew them out or get mad, just to get an explanation). A week goes by, no one gets in touch with me. I follow up and Im told that I will be someones first priority the next business day... but no one gets in touch. I follow up again and Im told that someone tried to call but my voicemail box was full... However, I have no missed calls and my voicemail box is not full.
9. Finally, one full month after I asked to speak to management, I get a call. In summary, this person confirmed that no call had been made to me and no voicemail had been left, apologized for all of the lapses in communication and told me they had failed me as a customer.
10. I told this person that I really wanted to remain a Kaufmann's customer, but at this point, the only thing that would likely keep me as a customer would be a partial discount or refund on past or future doors. I was told that only the owner had the ability to extend a discount and that he was aware of my experience. I was told that if he wanted to resolve it with a discount he would be in touch within the week... Unfortunately I never heard from him.
So, I just paid my second invoice from 16 months ago (that was never sent me), and unfortunately I can't imagine using Kaufmann's again. Which is such a bummer because my wife and I have plans to build a detached two car garage this summer! They had every opportunity to keep me as a customer, but in the end, it really just seemed like no one at Kaufmann's cared. read more
