Hi Bob, thank you for your feedback. We're sorry you felt our initial response wasn't up to the standard you expected. As a busy installation business, we're often out on site quoting, fitting, and manufacturing, but we always aim to respond as quickly as possible, in this case we responded within 2 days.
The figure mentioned was a rough ballpark based on the curved specification you described, a more complex job requiring additional time, templating and precision with design. We would never expect a customer to commit based on that alone, which is why we always follow up with a proper on site survey and formal quote, however this wasn't something you wished to proceed with just a thumb up no further questions however it is hard to discuss this via text/ email best to call us if you want further clarification, we are always happy for a call 😀 We appreciate your point that you may well have been happy to proceed with a site visit and we apologise if that wasn’t made clearer in our follow up. We would always welcome a proper on site survey and formal quote, and that offer very much remains open.
As a new and growing business, we work incredibly hard and take great pride in what we do. We genuinely enjoy helping our customers and always aim to please, which is why feedback like this drives us to keep improving our communication at every stage.
We do feel it is a little unfair to leave a 1 star review based solely on an initial message, before any site visit or formal quote has taken place. We’d also gently point out that communication via text can sometimes lack the context a quick phone call provides. We are always happy to chat and would never leave a customer feeling unheard.
As you can see from our many reviews, Shane is known for being professional, friendly, and thorough. The offer to come out and quote properly still stands. We wish you all the best whatever you decide.
