Juni L.

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.