Paul H.
This company is a complete disaster
This company is a complete disaster. I highly recommend that you run the other way and find other options. My small project took 6 months to complete, the result of multiple engineering mistakes that required remanufacturing to 8 of the 10 posts in the project. Of course, the issues weren't identified until after the posts had been installed, so there was a great deal of additional labor, all at my expense. In fact, they tried to charge me for the reengineered posts at cost, which I refused to pay and they ultimately acquiesced. When the problem surfaced, I was referred to the engineering department, who were slow to respond and difficult to effectively communicate with. I reached out to the salesperson, Lauren, who refused to take my call, telling the assistant that I had to work with Engineering. Obviously, she is getting many of these calls. At one point they sent out a supervisor, who freely admitted that the engineering group "didn't know what they were doing". This was a project in my own home, but if I were a contractor this would have cost me a fortune in lost labor, and the based on the amount wasted materials from Viewrail I am guessing that this wasn't a profitable job for them either. While the product is nice (but not anything over and above what is advertised) It is shocking to me that they are still in business, based on their service. I only wish I had seen the other reviews here before I decided to use them!
Response from ViewrailJan 3, 2024
Dear Paul, I want to express my sincere apologies for the challenges and frustrations you experienced with our company during your project. Your feedback is incredibly valuable, and I appreciate you bringing these issues to our attention. I am truly sorry for the multiple engineering mistakes that led to the extended timeline of your project. This is not the level of service or quality we strive to provide, and we understand the impact it had on your time and resources. The miscommunication and slow response from our engineering department are unacceptable, and I assure you that we are taking immediate steps to address these issues internally. We are committed to improving our processes to prevent similar situations from occurring in the future. I understand your frustration with the difficulties in reaching your salesperson, Lauren, and I apologize for any inconvenience this caused. We will address this communication breakdown and ensure that our customers receive the support they need from our entire team. Your experience is not reflective of the standard we aim to uphold, and I am genuinely sorry for the disappointment and inconvenience caused. I will forward your review and information to the Northeast regional leadership so that they can assess the situation, they may be reaching out to you directly. Thank you for sharing your feedback, and we hope to have the opportunity to rectify the situation and regain your trust in the future.