Ultimate Installz

I hired Ultimate Installz to install some Nana Wall doors. They were recommended by the sales people for Nana wall. I’d give Ultimate 1-​star if it weren’t for the final product; the installation was excellent and beautiful. On that front I can state a quality job. Their customer service, however, was less than steller, as evidenced by my experience of paying $ 500 for them to unload the product when delivered. It was a big mess, with horrible project management and a huge lack of accountability on their end to take any responsibility or see that they may have provided a stressful experience. I paid $ 500 for someone to be there between 10am –2pm for unload. No one showed up. After numerous calls from me and my wife, we were finally told the «guys are on their way.» They arrived at approximately 1:40pm, with the delivery guy waiting over 20 minutes (my wife had to strong arm him into staying). I brought this to their attention and stated I’d like a reasonable conversation and consideration for a discount. What I received were two office managers defending the behavior and making it seem like they did me a favor, a «courtesy,» by charging me $ 500 to track them down and barely make the off-​load. «We had to take guys off another job,» they stated. «We were there by 2,» they reminded me. Yes, you were. And the experience was awful and stressful, with no prior notice that it would be this way. So if you don’t mind the stress, the actual work is great. But don’t hold your breath on feeling confident it will all go smoothly. Use someone else if you want customer service.
Updated!!! ¹¹⁄₂₀ to reflect resolution:
I upped my review from 1 to 4 stars for two reasons:
1-​the final product was, again, excellent.
2-​after getting nowhere yesterday regarding my unhappiness with off-​load fee, I received an email today that the issue was further discussed and I was being refunded 50% of the fee.
I’ve heard very nice things about the owner, Jayson, from my contractor and door salesperson. I imagine he may have been part of that decision. So, thank you for hearing my frustrations and being reasonable in the end. Glad to report issue was resolved.

Jason and his team have been amazing. They were very helpful through out the entire process of selecting, purchasing and installing my 5 panel glass doors. Phoebe was our lead coordinator and she was very impressive with her follow up and attention to details. The install crew was very professional and the final product looks amazing! I highly recommend Ultimate Installz.