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Review from Erik L
1 star06/13/2021
Had them do 2 skylights that required custom fabrication work. One was fine and the other had an issue. They fixed the issue but the inside diffuser refused to go back into place. Under warranty, a replacement was ordered....that was 2 months ago. We have called with no response for status update. We get an answering machine, no one calls back. The work was fine, but at this price we expected better service. I feel like the check was cleared and the caring stopped. We get delays these days, but a phone call or email is simple. So now it is summer, none diffused light is pouring into the home and it's a focal beam of heat, so maybe they have stock in an electric company because the A/C is enjoying the new sun spot. This is something simple, imagine if it weren't. This response time and communication is horrible.
Top Hat Chimney and Roofing Response
06/17/2021
Indeed we did not return some of your phone calls. The messages you left were requesting updates on delivery of a part that was delayed by the manufacturer. Our office failed to return your calls as they were relaying the request to the technicians who were assuming that you had at least been told that we don't have any new information. Both the field techs and the office staff thought the other was in direct communication. It was an awful mistake and has given us an opportunity to revise our communication procedures.
Thank you for your patience and feedback.Customer Response
06/21/2021
Thank you for A) owning this mistake and B) making it right. Our fixture was corrected, but I must inform you that the part that was delivered was not the one previously installed; luckily we kept they old diffuser and the techs used that one. Seems minor and I know supply chains are odd but wanted to let you know. Again this issue was handled and we appreciate it.
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