| rev:text
| - Some good. Mostly bad.
After a break-in, we hired Kelly's to replace a broken glass door. They came out and measured, and a couple of technicians installed the glass the following week.
The glass was installed improperly and a couple weeks after the the install when coming in from grilling outside, simply closing the door caused the glass to shatter. I closed the door normally without any excessive force, so I knew it had to be a problem with the way the glass was "repaired."
I called the company, but they were pretty confident that it was not an installation issue. We set up an appointment for the following Thursday within a two hour window. About 10 minutes before the end of the window and waiting around for a couple of hours, I received a call telling me that they wouldn't be able to make it that day because of a family emergency with one of the technicians. I was inconvenienced, but I definitely understand that family comes first.
We set up a new appointment and a couple different technicians came out to check it out. To my shock and relief, after looking over the glass and taking out the door, they came to the conclusion that the broken glass was caused by improper installation. I get that accidents happen. They said they would take care of it and that was good enough for me.
About a week later I got a call from the company to schedule an appointment. This time for a Friday between 1-3. My wife made sure she would be home so we could get this issue resolved. Nobody showed. I called the company at 3:15 and I was told that the truck with our glass had broken down and they wouldn't be making it to our house that day. We received no call from them, it took us calling to find this out.
At this point, I was getting kind of tired of excuses. We had been stood up twice already and had suffered through a faulty install that caused a broken door.
We set up a new appointment for Monday between 1-3. Again, my wife made sure she would be home. Again...no show. I called the company again, this time clearly angered. The manager to whom I spoke tried to apologize and said that he really yelled and screamed at his guys for standing us up yet again.
We set up an appointment for the following day in the afternoon. I requested that the technician just call before he heads over since I work close to home and would just meet him, rather than have somebody waiting at the house.
Well, rather than doing that, he just showed up while nobody was there. The only way I knew he was there was because of the security camera at our house that alerted me that a person was there. When I saw who it was I was at lunch but quickly called the company to make sure he would stay until I got there. They assured me he would. I just rushed out of the restaurant where I was eating without finishing my lunch to go meet him.
My wife got there before me because she saw the same thing on the video camera and was closer to home. The technician stuck around but seemed a bit put out that he had to wait 6 minutes for somebody to arrive.
In the end, he installed the new glass well. The door works better now than it did after the first install. I was impressed that the company took responsibility for a mistake when honestly they could have gotten out of it by just denying liability. Everything's fine, but I won't use this company again. There's just no way they can be counted on to show up to an appointment.
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