Trying to follow up with the company (staff and owner), and get projects underway is where issues arose.
After receiving the quote, I followed up with a call, left a message and an email. Not hearing from Chris for about a week; unlike the general population I had an ace in the hole...my mother had a long time good acquaintance with the owner, Rich. She connected with Rich directly in hopes to discover why there was a lack of contact and correspondence from Chris. Rich personally reassured my mother not to worry, apologized, and he would make sure she was taken care. He also suggested a better cost for the storefront by using residential materials as an option. Soon after, Rich assigned a new sales rep, Mark. Within days Mark came out to our job site to discuss not only the storefront, but also potentially replacing the windows too. He met my mother, they discussed all the details, Mark took measurements and said he would get us a quote.
The next few weeks were painstaking...Once again, after a week gone by, not hearing from our "new" sales rep, we attempted to contact Mark. Much like Chris, Mark too has issues returning phones calls, email correspondence and fails to show up to scheduled appointments. When he finally came out a second time to go over the storefront and window options, he acted as if he needed to start from the very beginning. Almost belligerent and disoriented - as if he didn't know what was going on or what he was doing. Stumbling and processing his thoughts very slowly - it was a challenge for him to measure window openings (twice), or manage simple communication. It was clearly explained "again" (face to face) what our exact requests were and by showing him detailed drawings. Mark took his notes again, along with our requests and reassured a quote soon. To give him the benefit of the patience...a few days later, he materialized a new quote after four weeks from our initial quote by Chris. Marks' quote was wrong. It was a complete disregard to the original parameters, furthermore the storefront was more expensive at 3500.00. Obvious unclear and the lack of disregard or direction put forth as a precedent from Rich. Mark, manifested odd measurements, confusing alterations, inflated costs and even fabricated a dysfunctional door system for a person to pass thru a two foot wide door.
After sifting thru the mental fatigue brought on by Flower city and its employees... we decided to make it much easier by simply going with the original quote from Chris. After discovering and forwarding the original quote from Chris; Mark made excuses saying the original quote was not accurate and did not include doors. But the email had correspondence to Chris and a drawing to verify doors, along with an inquiry for which type of door handles to use. Marks accusation proved false. Someone could say Flower City was caught with its pants around their ankles by attempting to put one over on a consumer; trying to gouge a customer with an inflated business mark up; or moreover...they just don't know what they are doing.
Finally, my mother once again called Rich to share and explain unexpected and misleading costs; and what our customer service experience was like with Mark. Rich was dismissive and simply said that he was pulling the plug on the project. What is baffling about this business owner; is his action. His company put us thru four weeks of aggravation and he could at the very least offered some options for resolve. Instead: No options, No Service, Equals No friend!
Confident we will find a better and fair competitor soon. Do your research to locate a professional, knowledgeable company. Obviously there is not a guarantee an owner of a company can or will do the right thing to aid a customer or former friend. Dinosaur Entrepreneurs should take a refresher course in customer service.