Published on November 2, 2023 By: Dan Kern – Owner Ace Handyman Services Fox Valley
We just had a customer call in and share a story about an experience she had with a big box retailer which will remain nameless. The big box retailers are motivated by selling products and not necessarily the installation services required.
The customer went to the retailer to purchase two storm doors to replace existing ones that are old and not working as they should. The retailer scheduled an installer from their “system” to come out and measure the openings for the doors to be purchased and installed. The cost to the customer was $40 for the measurement which she said she gladly paid. It was less than she was quoted elsewhere. More on that in a minute.
The originally scheduled installer sub-contracted the measurement appointment to a second installer. Then that installer sub-contracted to another third installer. This third installer called the customer and scheduled an appointment for 6:00-6:30 am on the appointed day. Rather than showing up at the appointed time, the installer showed up at 2 pm that afternoon. If you lost count, yes, that was three contractors who touched this task of measuring and installing storm doors that was arranged by the big box retailer.
Unbelievably, things don’t get better. When the third contractor eventually showed, he was “hard to understand” and refused to provide his last name or the company he represents. Needless to say, the customer was very concerned about what was going on. She contacted the retailer who then also would not give her the name of the installer or the name of the company he works for. Their excuse was that it was subcontracted out and they don’t share that information. They honestly probably had no clue who it was, nor did they seem to really care.
Sadly, this story is not unique. We have heard similar stories in the 3+ years we have been serving the Fox Valley. We have seen retailers sell appliances that require modifications to installations and their installer would walk away as it wasn’t a simple plug and play.
We had a customer last holiday season purchase new appliances and when the duct work for a range didn’t match up exactly, they left the young family without the ability to cook. They explained the installation wasn’t a simple replacement and would not do the work. This customer is also part of a networking group I am a part of. He called me and we were able to quickly address the issue, do the installation and get them ready to host their family for the holidays.
This strikes me as an important lesson for other homeowners as their projects are rushed to be done before the holidays and the heart of winter is upon us.
Do you know who you are hiring to do that work around your house?
Clearly, the customer above had no clue who she was hiring. She thought she was scheduling someone vetted and approved by the retailer. Not even close! The customer stated to our Office Manager Kathy that the third subcontractor that showed up at her house could have been a serial killer for all she knew. Not only was she concerned about her family’s safety, she then had to consider, does this contractor even have the skills to do the installation correctly. Who would she call if it wasn’t. Would the big box store warranty the work?
To make matters even worse the retailer seemingly had little concern about the installer and was only concerned about whether she was buying the doors as well as some exterior lights.
The customer was not going to use that contractor to install her new doors.
The customer then called Ace Handyman Services Fox Valley. This was actually her second call to us. We had explained to her a week or so ago that we also do measurement appointments. We charge $75 for a consultation appointment. Perhaps she went with the retailer’s installer because we were more money. Perhaps it was just more convenient for her to use the retailer’s installers. 
As the owner of Ace Handyman Services Fox Valley, I often go out and do consultations if I have the time. I will take measurements and I will seek to understand what the customers are looking for as an outcome. I love meeting with and getting to know our customers. It is a valuable opportunity to build closer, hopefully long-term relationships. I also get to hear about what customers are looking for and value from contractors that work around their homes.
We then provide the customer with the door measurements and a guide as to how long it will take our craftsman to complete the job. We will then select the best craftsman from our TEAM of multi-skilled professionals to do the work.
Our customers get notifications of when the jobs are scheduled. We don’t push a 4-hour appointment window. We offer an exact day and time for our craftsman to do the work.
The customers will then get an email and or text with our craftsman’s picture and a brief bio. Our intent is that our customers are introduced virtually to the craftsman that is coming to their home, before they get there.
All our multi-skilled craftsmen are insured, bonded and background checked. It is our promise to customers that they can put trust in Ace Handyman Services Fox Valley and the craftsman we send to their homes are fully vetted and will do the job professionally.
On top of that, we offer a 1-Year Warranty on the work we do.
All of this means that our prices are slightly higher than independent handymen. We believe the peace of mind together with the systems in place to better serve our customers provide value they cannot get elsewhere.
The customer above has now scheduled Ace Handyman Services Fox Valley to come out and install two storm doors and install some exterior lights. We are thankful she came back to us giving us the opportunity to complete the jobs. We are also thankful that she saw the value she is getting to know who is doing the installation, as well as establishing a long-term relationship with someone she can trust will be here when she needs us.
I am proud of the work my Ace Handyman Services Fox Valley TEAM does to delight our customers. The 5-Star Reviews we have received show that we are truly focused on delivering a delightful experience to our customers. We look to build long-term relationships with customers across the communities we live and work in.
Here are a couple of reviews we received in the last couple of days from our customers:
Check out our other reviews on our website at: https://www.acehandymanservices.com/offices/fox-valley
Give Ace Handyman Services Fox Valley a call at: 847-930-5053 the next time you need an installation done of product you purchased at a big box store.
Ace Handyman Services Fox Valley. We bring helpful to your home!