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| - OH MY GOODNESS - Never have I dealt with a company whose communication among themselves and with their customer is poorer. I sent a request for contact on their website because of a warranty issue with a sliding door tract. and a few days later I received an email requesting a photo. I sent the photo. I heard nothing more for a week so I called. The person who eventually returned my call said she has no idea what happens to the website communication or who manages that so she asked that I send the photo again. Then she determined that she was the wrong person to address the issue, and forwarded the photo to Alan Easley with a request that he contact me. I did not hear back from him so I followed up myself, and he asked for some additional information from my builder. I responded immediately in a return email, but did not hear back from him again, so I contacted him myself yet again the following week. Alan claimed he had no photo of the warped track, so I sent it a THIRD time, by forwarding the first email to him that contained the picture he claimed not to have. Is it ineptitude or laziness on his part? Who cares? - his customer service skills are non existent.
Alan had a woman named Bonnie contact me to schedule an appointment. I returned her call but reached her voicemail. In my message I asked her to call me back on my home phone instead of my cell. Did she? Of course not. She called me on my cell, had no idea who I was as she addressed me by a different name and did not have my correct address - so clearly she thought she was speaking to someone else. Had Alan provided her with the photo of the warped track? No - he told her he didn't have it. Sigh. If it was not for the fact that my builder had used this company I would NEVER have anything to do with them.
It will be interesting to see if they show up when they are supposed to or if that communication will fail as well.
So Cascade did show up but they had ordered the wrong part. Again trying to reach Alan Easley was a wasted effort. He would not return my calls. His manager, Kristen, was much more responsive. She apologized and had the warped part manufactured immediately, and offered to have it installed whenever I said so. She was awesome, and so was the tech who showed up to do the replacement installation. But now I'm laughing because no sooner did the tech pull away after completing the job than my phone rang. It was someone from Cascade calling to schedule the installation.
Talk about a company that needs to get its act together. What a bunch of chickens running around with their heads cut off. Proceed with caution, or better yet, proceed with a different company.
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