Job review from John in Freeport, ME 04032 on 01/07/24

For me the good news is during the two recent storm events the basement was dry and ultimately this is what counts. My sub five rating centers on communication and follow up , a couple of items: (1) It became apparent that there was no intention to bury the sump discharge lines based on the December installation date. I should have been told this prior to installation rather than having to chase an answer down and receive conflicting reason. I'm OK with the crew returning in the spring to complete the job but there should never have been a questions. (2) One of the two SaniDry Sedona units installed has failed less than a month after installation is going to take three week before anyone is going to service the unit, seems excessive for such a new installation. (3) On the initial start day there was confusion on the installation of the Smart Jack as to the placement and number. This was clearly outlined in the proposal and should not have been a question. (4) It took multiple email to get the last of the clean up completed. I thinks one of causes of the back and forth is that I do not live at the service address and this necessitated a three party communication dynamic. TC Hafford / on site resident / the customer. I got the sense this was not a normal dynamic for your jobs. In the end expectations were met.

My concern here is that calls and emails were not able to be resolved at initial contact.. My general impression was the representative role, besides insuring customer pre-installation work is completed, was to act as an interface into the organization. I never felt there was one project manager responsible to the job.

The on site sales visit was excellent and was to a large degree why I signed with TC Hafford over other proposals. The problem I have here is once the sale was closed the salesperson disappeared . In subsequent emails / calls when I tried to follow up on issues I never heard a word or had a response ( yes or no ). I now understand this is your organizational structure but again underscores my project manager comment above.

The on site folks were great and the finish job reflects that.

in the end the clean up process was done to 100% satisfaction, it did however take a couple of email to get this done. Also, as an aside clean would have been easier for you had the cement crew not spilled cement into the slab water guard.