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"Great company"

"BLUF: Quality of work is superb, administrative management/communication atrocious. For cost, would expect a seamless experience. Background: My wife moved into a house made in 1969 with a fair amount of work necessary to really modernize the house. It was by luck, while at a farmers market we would run into Bordner. The two girls at the farmers market, gave minimal information but scheduled the follow up with a professional to do measurements and give the shpeal. We asked for a consultation for a front door/side window project. Official Consultation: The rep showed up on time and went through the entirety of customization, quality, etc etc. He was very professional. He did some basic measurements and we agreed on two side panes and the main door. The project was quoted roughly 8,000 dollars. At the end of the consultation they had a cheesy free vacation deal that felt a little scammy/time share based so we just ignored that. We were told it would take roughly 2-3 months for the door to be made and to expect an install date at the end of November. Communication: No communication gain to until 1. About a month in when we were told the door width was too small and to change the design--we agreed as the house has many quarks such as this but, would have been nice to know that earlier on... Next Communication 2. About another month goes by and we are hearing nothing, so we call and the person who picks up no longer works for the company? He gives us numbers that go to random people not affiliated with the business. We reach out to the general Bordner phone line and are told someone will get back to us Sometime later it is communicated to us that the rep we spoke with screwed up and that we needed new measurements. Jerry the owner comes to our house to redo the measurements--cool, shows some level of care. Following Communications After this the project is delayed and it requires me emailing Jerry to get any sort of update on the project. The door is delayed due to a "defect" at the factory. Then finally we have a scheduled install date of January 2nd, then the installer is sick. I understand people get sick but, I would think the company would reschedule someone else as we've already at this point been delayed, rescheduled, and hassled. The next install date, it's too cold. The finally install on 1/24/24--roughly 2 months delayed. Project: The installer called prior to the install gave an Estimated Time of Arrival. Very professional kept the work site clean. Good deconstruction of old material and high quality install of the product. Worked with us with a couple of hurdles. Slightly, standoff-ish but, I am not paying the guy to be my friend or make conversation--he loved my son though and hell that means the most to me haha. The door install at this time appears to be of high quality and no issue. There were a few blemishes on the siding--which I am resentful for because I had to wait so long--but I place no blame on the installer for this. Overall impression: The end goal was accomplished, but for 8,000 dollars for a front door, frame, side pane install I would expect better customer service, project management, and communication. I am not running their business nor do I wish to, but they are likely making decent margins on every install so it's not like it's a general contractor doing everything on their own. I would not recommend the company in the future, simply based on the cost and the headache I had to manage. If the company was more affordable with the headaches it would be understandable or if the cost was the same and the company was as easy as order and install cool fine, I am will to pay for that. It felt like I was on my way to becoming an employee with having to continually communicate."

"Keep up the good work."

"Yes, though there were some bumps and burps along the way. He was the only plumber to respond to my emergency leak calls, though he lives in the next county. There was some trouble getting parts in my small town and I was without water for several days. Anyway, I now have running water again! I never thought I would ever look forward so much to doing laundry. 🙂"

"I will be using them on some other projects around the house. They were prompt and on time and explained the job and what they were doing to accomplish the install"