Trellidor Milnerton - Unprofessional & Unable to meet expectations

On 20/05/2021, I met with Stefan Dreyer representing Trellidor as well as a Maxidor Sales Agent to quote me on 3 Indoor Slam Lock Security Gates. I immediately decided on Trellidor as a result of Stefan's professionalism & that he was able to issue me the quote before he left as this was done on his Tablet whereas Maxidor needed to write things in a book & then email me the quote before COB that day. I specifically met with Trellidor on 20/05/21 so as to plan ahead, I explained to them that the Property would register on 01/06/2021 & that they need to commence work on 02/06/2021, I paid the Deposit & they agreed to the date.

My ex-wife, whose property it is but I'm the person responsible for the costs, was contacted in the week of 24/05/2021 to confirm the time for 9am on 02/06/2021. Trellidor did not pitch at 9am, I then called Stefan on 02/06/2021@10h20, he was unable to speak & said he'd call me back. He called me back at 10h23 & 10h46 confirming the installation for 1pm that day. The installers only pitched at 2pm on 02/06/2021, they only installed 2 of the 3 gates & the 2 gates installed were Dead Locks, not the Slam Locks that I requested. I then called Stefan at 14h53, he was again not able to speak & said he'd call me back. Stefan called me back at 14h56, I then informed him that what Trellidor has installed was not what I asked for, asked if he was overwhelmed because there was also confusion between the time confirmed, that being 1pm & the installers, who were told 2pm. He also informed me that the 3rd gate was delayed & that would be installed on 04/06/2021. I then visited Trellidor Milnerton's offices that day at 15h20 to meet Stefan in person to find out what was going on because the expectation created did not match the deliverable, I expressed my dissatisfaction & disappointment because I chose Trellidor over Maxidor. Stefan then called Lettani Garner into the office, she's the Receptionist / Admin Person / Makes calls, to confirm the appointment mix up. Lettani then addressed me, I then asked her to adjust her tone because it sounded condescending, her reply to me was: "you need to adjust your tone because of the manner that you're speaking to us, in fact, you need to apologise to us" - she then walked out of the office after saying this. I was shocked at that moment because here was an unhappy & frustrated customer, unhappy, frustrated & angry at Trellidor for dropping the ball & instead of taking responsibility, managing the situation in a professional manner, Lettani Garner attacked & insulted the customer, me. Stefan then took me downstairs to show me the Samples of the Slam Lock vs Dead Lock Gates, I then reiterated my initial request for the Slam Lock Gates, he informed me that he would have to order the Slam Lock Parts. Stefan called me at 15h41 confirming the installation for the 3rd gate for 04/06/2021@1pm. The 3rd gate was successfully installed on 04/06/2021.

Stefan called me on 08/06/2021@13h41 confirming the reinstallation for 11/06/2021@09h30 whereby the 2 Security Gates will be removed from the Property, taken to the Trellidor Milnerton offices in order to remove the Dead Locks & install the Slam Locks then brought back to the Property. The installers did exactly that but then they informed me that the Dead Lock Key Mechanism did not arrive with this specific shipment from Durban & that they would need to come back for a 4th time to do this. At the same time, I pointed out that there was a defect with a part of the gate which they then acknowledged & said that this would be remediated on the same day they sort out the Dead Lock Key Mechanism. The installers called Stefan, put the call on Speaker & informed him of this situation. He then instructed & guided them on what to do for the next time. Stefan called me on 17/06/2021@08h41 requesting a time on 17/06/2021, we confirmed the appointment for 1pm that day, the installers finally finished up.

I did not expect Trellidor to take 4 visits to install 3 Slam Lock Gates, not pitch when they were supposed to, miscommunication between Stefan, his office & installers and for me to be belittled even though Trellidor was in the wrong. This experience was a lesson for me, not to just go with businesses whose Sales People are technically advanced because that doesn't guarantee that they are professional nor does it guarantee that they are able to meet expectations. The installation of Trellidor gates does not come cheap & there's an expectation attached to that cost, one that Trellidor Milnerton failed horribly.