Having looked through this area, I am quite surprised not to see Van Doc’s name. So here goes with first review for them.
I first got in touch with them in January to make an appointment to go and visit with a view to getting a Hilo roof fitted. This was all simple, and within a week Mrs DaveyB and I arrived at their unit and got to have a good look round.
I was pleased with their attitude and friendliness, and they weren’t trying to shuffle us out of the door after an hour or so. Due to the Hilo offer (free scenic canvas and polished hinges) having only a couple of days to run, I ordered there and then. We gave a rough indication of dates as our calendar is very tight due to sailing events most weekends, with a promise that they would get back to us with a definitive.
Over the next couple of weeks I called/ emailed the office a couple of times to try and sort the date and just kept being told “we’re working on it” by Wendy. As said, because we use the vans most weekends it was imperative that we knew when this was being done, because otherwise we needed to book accommodation, and due to the size of these events, leave it too late and you can’t get a motel room. A little more time passed and I called Wendy again, only to be shouted at down the phone. To say this angered me is an understatement. A roof costs a lot of money and I was not going to be treated in such a way; if a business wants my custom then I need to feel like I am the most important person to them, especially when I had already paid £3800 deposit to secure the Hilo roof.
After sitting on my hands for a few hours, as I was so cross and let’s be honest banging out an angry email is not conducive to getting a logical point across, i emailed Dean. That evening I got a phone call from him. He explained that he was very sorry that i was feeling the way I was and assured me that he would sort it out and that I had not made a mistake in booking to use his company.
A couple of weeks later I heard that Wendy had been sacked, as I was not the only person who had reported issues with her, plus I think so had ballsed up the booking calendar somewhat as well. Now I am not the sort of person to dwell on negatives, and as I have said to @Dean@VanDoc, the mark of a good company is how they put things right when stuff goes wrong (as it inevitably will - let’s be realistic).
The van went in when it was booked for, and came back when it was scheduled to roll out. There have been niggles, but Dean/ Laura have been there at the end of the phone/ email every time. There have been no brush-offs, no denials, just a willingness to resolve the problems.
The roof was originally creaking and whistling when driving. Dean had it back, made a couple of adjustments, whistling stopped and so did the creaking. Unfortunately the creaking returned after about 50 miles of driving, and also I couldn’t collapse the roof, despite literally swinging off the handles.
Laura called up, arranged for it to go back in and they had it for a couple of days. Bit of gas released from the struts, a few other tweeks made and roof is quiet and hopefully is going to stay that way.
Dean and Laura have been very apologetic about these issues, but as I have said to them I expect teething issues, and they have acted exactly as I expect them to do to rectify. I have said it before, and i’ll say it again, the mark of a good company is how they act during the problems, and Van Doc have managed these in the correct manner.
No it has not been plain sailing, but am I happy overall. Yes I am. Love the roof, and I have got a good service and quick / speedy responses to rectify problems. What more can be said.
.
I first got in touch with them in January to make an appointment to go and visit with a view to getting a Hilo roof fitted. This was all simple, and within a week Mrs DaveyB and I arrived at their unit and got to have a good look round.
I was pleased with their attitude and friendliness, and they weren’t trying to shuffle us out of the door after an hour or so. Due to the Hilo offer (free scenic canvas and polished hinges) having only a couple of days to run, I ordered there and then. We gave a rough indication of dates as our calendar is very tight due to sailing events most weekends, with a promise that they would get back to us with a definitive.
Over the next couple of weeks I called/ emailed the office a couple of times to try and sort the date and just kept being told “we’re working on it” by Wendy. As said, because we use the vans most weekends it was imperative that we knew when this was being done, because otherwise we needed to book accommodation, and due to the size of these events, leave it too late and you can’t get a motel room. A little more time passed and I called Wendy again, only to be shouted at down the phone. To say this angered me is an understatement. A roof costs a lot of money and I was not going to be treated in such a way; if a business wants my custom then I need to feel like I am the most important person to them, especially when I had already paid £3800 deposit to secure the Hilo roof.
After sitting on my hands for a few hours, as I was so cross and let’s be honest banging out an angry email is not conducive to getting a logical point across, i emailed Dean. That evening I got a phone call from him. He explained that he was very sorry that i was feeling the way I was and assured me that he would sort it out and that I had not made a mistake in booking to use his company.
A couple of weeks later I heard that Wendy had been sacked, as I was not the only person who had reported issues with her, plus I think so had ballsed up the booking calendar somewhat as well. Now I am not the sort of person to dwell on negatives, and as I have said to @Dean@VanDoc, the mark of a good company is how they put things right when stuff goes wrong (as it inevitably will - let’s be realistic).
The van went in when it was booked for, and came back when it was scheduled to roll out. There have been niggles, but Dean/ Laura have been there at the end of the phone/ email every time. There have been no brush-offs, no denials, just a willingness to resolve the problems.
The roof was originally creaking and whistling when driving. Dean had it back, made a couple of adjustments, whistling stopped and so did the creaking. Unfortunately the creaking returned after about 50 miles of driving, and also I couldn’t collapse the roof, despite literally swinging off the handles.
Laura called up, arranged for it to go back in and they had it for a couple of days. Bit of gas released from the struts, a few other tweeks made and roof is quiet and hopefully is going to stay that way.
Dean and Laura have been very apologetic about these issues, but as I have said to them I expect teething issues, and they have acted exactly as I expect them to do to rectify. I have said it before, and i’ll say it again, the mark of a good company is how they act during the problems, and Van Doc have managed these in the correct manner.
No it has not been plain sailing, but am I happy overall. Yes I am. Love the roof, and I have got a good service and quick / speedy responses to rectify problems. What more can be said.
.
Only ever heard good things about them up till now, maybe they've taken on too much?
