Do you have a letter to the editor? editor@theprogress.com

Do you have a letter to the editor? editor@theprogress.com

LETTER: Great customer service needs to be recognized

Two Chilliwack companies stepped up to he plate in a big way

Unfortunately in this day and age, poor customer service seems to be the norm, not the exception. You expect a salesperson to be late, you expect there to be a problem with a company living up to the promises made, you expect the quality of product to not be as good showcased, etc.

I’d like to share a very recent story that restored my faith in good quality service and highlights not one but two established Chilliwack companies, Freedom Homes and Pioneer Building Supplies.

My wife and I built a new home in August 2019. The flooring in the entire house (except for two small bathrooms) was laid with a very nice looking laminate. However, there were problems from the start.

We noticed a few creaks as we walked across the floor throughout the house right after it was put in. We just thought it was the flooring settling. When winter came around, the flooring was all of a sudden very quiet; no more squeaky noises. However when spring 2020 came along, the squeaking was heard again. By the time summer came around, the squeaks were loud, horrible sounding and we couldn’t find a corner of the house that was quiet!

We made a few jokes to ourselves about this in order to keep a good attitude towards the problem. We found it humorous that our eight pound cat could make the floors squeak as if a person was walking by. The other joke, was that there was no need for an alarm system in this house because nobody could break-in without us hearing them.

Here’s where the fantastic customer service begins.

We made the builder, Freedom Homes, aware of the problem in the middle of the summer. Not once did they become defensive, or say it really wasn’t that bad. They came in and did a few tests to find out what could be the issue. My wife and I, always felt that they had our back and best interests in mind, saying “Something will be done about this!” Because of those words we had 100% confidence that the situation would be resolved for us.

Owner, Ryan Anderson of Freedom Homes then got the laminate supplier, our sales rep Paul Bouthillier of Pioneer Building Supplies, involved. After another site visit, the two companies had their own closed door meetings at their office to figure out how to deal with our situation. Even during this meeting stage, the Paul called to keep us posted saying, “We are still working on a solution, but don’t worry something will be done!”. Now that’s good service!

It ended up that the flooring manufacturer went out of business shortly after our purchase. Pioneer Building Supplies and Freedom Homes were left holding the bag. At the end of the day, these two companies came together and installed brand new floor in our home, covering 100% of the expenses to supply and install the new materials.

I know that the COVID-19 virus is getting everyone down these days, but there are some feel good stories out there and this is definitely one of them. It’s my time to openly show appreciation for a job well done and that’s the reason for this letter. A shout out and huge ‘thank you” to Pioneer Building Supplies and Freedom Homes!! You not only did a fantastic job but you restored my faith in good customer service.

5 star Google reviews from me!

Peter Kmyta

Rosedale

• Send your letter to the editor via email to editor@theprogress.com. Please include your first and last name, address, and phone number.

• READ MORE: Chilliwack Progress Letters

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Annette Williams with Chilliwack Learning Society holds up one of the pages of ‘Muncha! Muncha! Muncha!’ by Candace Fleming, the story chosen for the downtown StoryWalk event. (Jenna Hauck/ Chilliwack Progress)
StoryWalk transforms Chilliwack trails, sidewalks into outdoor literacy adventures

Families can read children’s stories together, page by page, as they walk story routes

Chief Justice Christopher Hinkson (Office of the Chief Justice)
Judge questions whether B.C.’s top doctor appreciated right to religious freedom

Lawyer for province says Dr. Henry has outlined the reasons for her orders publicly

Items seized by Chilliwack RCMP and Abbotsford Police during a Feb. 23 traffic stop. (RCMP photo)
Police from Chilliwack and Abbotsford seize drugs in traffic stop

Chilliwack RCMP worked with the Abbotsford PD to seize four kilograms of suspected fentanyl

(Black Press file photo)
Chilliwack RCMP looking for man who tried to grab boy near Robertson elementary school

A man in a parked minivan reached out the driver side window as a young boy passed by

Hope’s station house, moved from its original location along the railroad to 111 Old Hope Princeton Way. (Emelie Peacock/Hope Standard)
Health Minister Adrian Dix looks on as Dr. Bonnie Henry pauses for a moment as she gives her daily media briefing regarding COVID-19 for British Columbia in Victoria, B.C. THE CANADIAN PRESS/Jonathan Hayward
7 additional deaths and 542 new COVID-19 cases in B.C.

Provincial health officials reported 18 new COVID-19 cases linked to variants of concern

The City of Vancouver estimates there are 3,500 Canada geese in the city right now, and that number is growing. (Bruce Hogarth)
Help tame Vancouver’s Canada goose population by reporting nests: park officials

The city is asking residents to be on the lookout so staff can remove nests or addle eggs

A sample of guns seized at the Pacific Highway border crossing from the U.S. into B.C. in 2014. Guns smuggled from the U.S. are used in criminal activity, often associated with drug gangs. (Canada Border Service Agency)
B.C. moves to seize vehicles transporting illegal firearms

Bill bans sale of imitation or BB guns to young people

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

BC Housing minister David Eby is concerned that Penticton council’s decision to close a local homeless shelter will result in a “tent city” similar to this one in Everett, Wa. (Olivia Vanni / Black Press file)
‘Disappointed and baffled’ B.C. housing minister warns of tent city in Penticton

Penticton council’s decision to close a local homeless shelter could create tent city, says David Eby

Photo: Surrey RCMP
Surrey RCMP arrests two boys, age 16, during dial-a-dope investigation in Whalley

Sergeant Elenore Sturko said one boy is ‘alleged to have been in possession of a loaded handgun at the time of his arrest’

A recently published study out of UBC has found a link between life satisfaction levels and overall health. (Pixabay)
Satisfied with life? It’s likely you’re healthier for it: UBC study

UBC psychologists have found those more satisfied with their life have a 26% reduced risk of dying

A vial of some of the first 500,000 of the two million AstraZeneca COVID-19 vaccine doses that Canada has secured through a deal with the Serum Institute of India in partnership with Verity Pharma at a facility in Milton, Ont., on Wednesday, March 3, 2021. THE CANADIAN PRESS/Carlos Osorio - POOL
Federal panel recommends 4-month gap between COVID vaccine doses due to limited supply

The recommendation applies to all COVID-19 vaccines currently approved in Canada

Emergency crews are on scene at Walnut Grove Secondary School after a report of a bomb threat at Walnut Grove Secondary School on March 3, 2021. The school was safely evacuated. (Shane MacKichan/Special to Langley Advance Times)
UPDATE: Bomb threat forces evacuation of Langley high school

Police asked the public to avoid 88th Avenue and Walnut Grove Drive

Most Read