Rfiinstallations

We recently engaged RFI Installers for a door installation project, having been directed to them by Home Depot. Our experience, unfortunately, fell significantly below expectations due to several critical communication and service failures.

Initial Scheduling and Communication Breakdown: Our first attempt to schedule the installation was smooth. However, RFI failed to inform us of potential weather-related delays. On the day of installation, we were abruptly notified just 15 minutes prior to the scheduled time that the appointment had to be postponed due to rain. Advance notice, even the night before, would have saved us a vacation day and the expense of boarding our three dogs.

Repeated Rescheduling Woes: We encountered further disappointment when trying to reschedule. Despite taking additional vacation days and again boarding our pets, we received no communication from RFI when the installers failed to arrive within the promised 9-11 am window. It took numerous attempts to reach out to their team, including the district manager, Bryan, before we were informed at 1 pm that the installer had COVID-19, leading to another cancellation. This late notification, especially when Home Depot's scheduling team was aware of the issue the night before, reflects a stark lack of courtesy and professionalism.

Lack of Customer Service: Across these incidents, RFI's customer service was conspicuously absent. At no point did we feel our time and expenses were valued or respected.

Conclusion: Although we initially planned to replace six exterior doors, our trial with just two has been enough to reconsider. Our experiences with other Home Depot-recommended contractors have been positive, highlighting that RFI's issues are not industry-wide but specific to their operation. RFI urgently needs to improve their communication and customer service to handle projects effectively and respect their clients' commitments.

RFI Installations was contracted by HomeDepot to install my new exterior front door. It is a pre-hung door that was to be a special order because of the width and the Brass hinges request. I purchased in August of 2022 but it took several months to be installed because of the of the special order or so HD told me. They were to remove the existing door, trim and storm door and reinstall all, and drill a hole for the security to run through for the door sensors. The door was installed by Ron. He had the door crooked and off square and plum. The door looked like a reject from "Hee Haw" or an old dilapidated barn ready to be blown over by breeze. I pointed out that not only was the door tilted but the molding, J Channel was curled up. He put the scroll door handle the wrong way but defended the install by saying I picked out the handle that was for left handed people and it couldn't be switched. The hinges are Chrome not Brass. It turns out that HomeDepot lied. They didn't special order the door but got a stock door off if the floor and thought that I wouldn't notice or be fine with. Winter came and my home was freezing from the draft. I'd just had it weatherized so I knew that the was the culprit. I had to duct tape the storm door cracks to keep the condensation from mildewing the new door. I place a thick towel to stop the air from coming under both the storm door and front door. I then duct taped the inside of the door. It was helpful but did completely stop it. I was in constant communications with the store but they denied any problems. I finally reported it to HomeDepot CS. They created a file but the person in charged only listened to the store. RFI sent a supervisor named Paul who introduced himself as the owner (he's not). He saw the J Channel on my livingroom floor, the Chrome hinges, the slanted door frame but tried to pretend that is wasn't as bad as it is. He glued the strips back into the J Channel, sloppily caulked the gaps in the storm door. He criticized the make of my door. I purchased a Pella but he said it was cheap and he preferred Anderson. He didn't report the Chrome hinges in his report. He lead them to believe that there wasn't problems with the door so HD thought that I was lying and wanted something for nothing. After getting no where with the store. I escalated it to HD Customer Service. They took my complaint but didn't take it seriously and after a few months of back and forth, they were going to close the case. I sent the information to the President's Office and the case was reopened by Porsha L. She examined my file, pictures and found credibility. I shared pictures, emails and receipts. The store finally started to cooperate. They ordered replacement of the door. They sent two installers instead of one. It was like Jekyll and Hyde. One was so nice and professional while the the other spoke openly that he would be happy when their company stop doing installs for HD because customers got on his nerves and HD knew nothing about Installations and needed to stick to stick with selling appliances. He was about to install the Brass hinges but said they were the wrong. I volunteered to go get the "right ones". He yelled at me for offering to go get the hinges because he would have to move the truck. I called Diane at the store and told her that the hinges that they told me to get were wrong. She answered, "What is it now?" I told her that he said it needed 4x4 square. I let her speak to him and he confirmed it so she sent an employee to bring them. The door was much better but the hinges didn't work because they were aftermarket and he put the Chrome hinges back on. The trim was still off but better than the first. I was going to hire the company who installed the siding in 2021 (NC Windows Siding and Door) to just remove the door and replace the trim. He came out and saw the and trim and he was angry that they tried to pass the on me. He used a level and even drew a sketch. I called Porchia L while he was here so she could speak directly to him. He told her the door was poorly installed and off. She reopened the case again and called the General Manager (Brian). I'd been trying to get him to come but he refused. He only came this time because he was ready to be done with the whole thing. He came with Senior Supervisor from RFI. The rep from RFI agreed that the trim was off and that they could have swapped the hinges to Brass. I explained what the second installer said. He promised to look into it and said if he was still with the company, he may not be much longer. Brian was the problem. He agreed to replace hinges but nothing more. They sent Paul "the fixer" back. He pretended like he was on my side the entire time and didn't know why they hesitated to place the Brass hinges. I told him that if he'd included that I'm his initial report and told the entire story, it wouldn't have dragged on for nearly 9 months. The aftermarket Brass hinges didn't work as I told him. The door is raised on the hinges side. I ask to keep the gap from coming back, would he just replace the Chrome. He got mad, called the store and they told him to leave it as is. So I am back were I started with the draft. Porchia will not open the case again because she must go on what Brian says. Please heed my warning. Do not let HD do and millwork project or you'll regret it and for goodness sakes, if the installation is done by RFI Installations, cancel the contract and go elsewhere.