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Insulation reviews in Cabot

  • B
    Southern Insulation & Supply
    First, I tried contacting the Southern Gutters and insulation by email.  I waited two weeks and no response.  I wouldn't recommend this way of contact with Southern.
    I then called to set up the appointment and the salesman quickly called me back and scheduled me in for a quote.  He was very punctual, courteous and professional.  He was up front about what they could do and couldn't and answered all my questions.  He remained in constant communication with me and the most I ever had to wait for a call back was 30 minutes due to him being with another customer.  He would set up times he would get back with me, for a quote or question, and always delivered answers on time.
    Once the quote was accepted, the scheduling was to occur.  After two days, the office had yet to contact me for scheduling. So I contacted the office, on the second day around 2:00 in the afternoon, to see what was the hold up.  There was no answer and I left a message.  I believe they called me the next day to schedule the work to be done.
    The crew showed up at 9:00 to perform the work.  I never received a phone call to let me know they were on their way or to verify the appointment. I understand some people may not care about this, but to me, this is a professional courtesy.  Also, I was not at the house, but our nanny was.  I would have liked to have been in the loop on what was going on.  Once again, I believe this to be a professional courtesy.
    The crew told our nanny they wouldn't be able to finish that day and would come back on Saturday or Monday. They left around 3:00.  The nanny was told they did not bring enough material to finish the job.  Being labor day weekend, I felt strongly they would not be back on either day and I was correct.  They showed up Tuesday.  At this point I was a little frustrated, because I have yet to be contacted via phone and did not understand why they would have not had enough material to finish the job when it was measured during the time of the quote.  All the information I have received at this point was through the nanny.
    Tuesday, my wife called up there early in the morning.  She was connected with their answering service and she described the answering service as being rude.  The operator seemed "put out" she had to leave a message with Southern about when the crew was coming back.  My wife described her as, "...not seeming to like her job".  I know this is a judgement, but it irritated my wife.  Not much longer, one of the office representatives called back my wife to inform us the crew would be back sometime that day.  At this point, I believed Southern to be a very average company due to their communication and work processes.
    The crew came out, once again without notifying me of when they would be there, and finished up the job.  I was at work and did not know they would be there, and was unable to pay, we had the check available on the counter.  The office person contacted my wife and told her they finished but no one was there to pay for the job.  My wife informed her we had a check available and the office lady tried to contact the crew to go back, but at this point they were to far away to go back.  I need to make it clear, this office worker was very kind through this whole process.  She worked with us to be able to pay over the phone which I did about an hour later.  However, this could have been avoided with a phone call telling us they were on their way or that they arrived to the job site.
    When I called to pay, I talked to someone, possibly the service manager, and he apologized and told me the reason they did not finish the gutters was due to the previous gutter installation using some sort of offset. Rather than trying to improvise, they decided to wait until the following week to finish the job correctly.  This greatly improved my initial reaction of Southern being just an "average" company.  I appreciated it being done the correct way, verses the easy and quick way.
    My take away:
    • The sales rep is good and prompt.  He stays in communication.
    • The gutters look good and they picked up any mess created.  They were thorough and did the job right.
    • There is a communication break down in their work flow once the quote is to be submitted.
    • They need to develop a better communication protocol.  Once they do this, Southern will be a very excellent company.
    They need to maybe rethink their answering service.  The customer care the answering service gives is not the same quality as the Southern employees give and reflects poorly on Southern gutters.
    I feel they need to work on their communication to be a 5 star company, but I would gladly rate them as a 4 star and would probably use them again.  If they communicated with me throughout this process, I would have not had the initial negative reaction towards them as I did.  If you use them, you will have to probably initiate all contact and if that bothers you, you may want to consider someone else until they fix their lack of communication with their customers.  
    I would still recommend them to a friend or family member though.
    - Tim M.
  • A
    AD Roofing LLC
    It went very well I would recommend them highly.
    - Dewayne E.
  • A
    Exteriors And Moore
    Over all the work  and the workers were super. They cleaned up after themself, left no trash laying around. We were very pleased with them.
    - Elizabeth E.
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Insulation Contractors in Cabot

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