BHI Home Improvements

Service Provider Response

It is very disappointing to hear this review statement. It compels us to respond and clear up all of the inaccuracies. We went above and beyond, bending over backwards to continually stay in good standing and achieve our goal of making sure EVERY customer is satisfied. First of all, the shower doors in question were purchased and provided by the homeowner. We had absolutely no dealings with the doors other than installation. The fact that you find out AFTER the doors were installed that one was ordered incorrectly has nothing to do with the installation. We installed the doors that were provided. The doors were also installed EXACTLY to the manufacturers specifications. There was no other way the doors could possibly be installed. It is a standard generic type sliding glass doors on a roller system. Homeowner was also told after installation that we would follow up with additional sealant on the interior within two weeks exactly per manufacturers recommendations to address any shrinking or separation that can initially occur immediately after installation. If the doors were removed and reinstalled it's truly a shame because this was a beautiful installation. It's just ashame that it was found out after the fact the one door was purchased incorrectly. Which again, we had no dealings with at all. Several contractors and suppliers were used before we were hired and we heard all the horror stories of each contractor and vendor that had previously been involved. Every single one of them "took advantage of her", "didn't do their job properly", and so on. Which is now the same being said of our company. The shower we were hired to install, (which again we did not order or supply this item) was the wrong size shower. The next shower unit she ordered came in damaged and was returned as well. I personally accompanied the homeowner to Menards, (her choice of vendor to purchase the shower from) and I personally took several boxes of this huge shower unit, opened and inspected every square inch of the units ensuring not one scratch was in the fiberglass. After inspecting several units and two hours later I found a unit almost flawless. Again, I went above and beyond taking this extra time to accompany the homeowner to the vendor and finding the "perfect" unit. Now, all of this is now several days past the original start date, which indeed we did start that day. But with all of the problems with the units the homeowner had purchased, it's gone several days past the length of time it should've took to install the original unit. In the meantime, other projects that had been previously scheduled had to continue to be started and kept on schedule, all while continuing to find the perfect shower unit and rearranging our schedules each and every day to ensure we could continue to install the shower while keeping all other commitments. Everything on this job actually went very very smooth and well other then constantly having the wrong parts the homeowner ordered, listening to horror stories of all previous contractors, and continually calming her down while being so upset she was crying because she had ordered the wrong units. In our past we have literally had thousands and thousands of customers. Every now and then we do run into that one that is impossible to please that knows more then us being the professionals. As the owner of the company I've personally tried numerous times to contact her and just talk through the situation and also retrieve the tools that she refuses to give back to us. After three to four messages I've received no return phone call. She also will not accept that The person she's calling, which was her sales guy, is not the owner of the company. He is no longer with the company yet she refuses to return my phone calls. We can honestly say we tried on this one very very hard and were sad and very sorry to have it end this way. We will continue to strive for excellence in every project we have a hand in.