Oh I would LOOOOOVE to fill out a survey after that!
I'm currently waiting for Craftsmen Home Improvement to call me back to see if I want to have a sign put in my front yard advertising that they did some home improvements. Having the sign in the front yard between certain dates will enter us into a drawing for cash prizes or a cruise. I told them I had to talk to DH before I could commit, but they haven't called me back yet. DH didn't want to, until I pointed out that they really, really don't want to put a sign in our yard, because I'll tell our tale to anyone who asks
We had them replace a shower stall - we stripped the old one down the studs and prepped it for them to do the install.
1. They showed up with green board instead of the purple board that was called for in the contract. We made them find an equivalent to purple board (both mold and mildew resistant) which was the first delay.
2. They then installed the replacement (DENS? board) backward. DH made them take it back out and install the clearly labelled boards correctly.
3. Then they couldn't install the vinyl shower panels because we're not putting the panels up over an existing tub/shower wall, so there isn't a "frame" into which they can slide the edges. We just have flat drywall, and the installer doesn't know how to install it to hide the unfinished edge. So there's a week+ delay to figure out that DH will create a rabbit and slot in the drywall into which the edge can be positioned. All this after we had specifically asked our salesman how they panels would be finished on the edge, and he said they would just wrap around.
4. Then the installer said that with the way our shower was and how they were now installing the panels, we couldn't do the simple corner shelves - we had to get big ugly corner ones that ran the entire height of the shower. Because he couldn't guarantee that things would line up properly in the corners. Then they wanted us to pay the extra money for those shelf units - they lost that argument.
5. Then the subcontractor they used for the shower door (A-Service Glass) botched the install by rushing through it, then they wouldn't fix it - they just took the unit out and refunded our money. But they also left all the caulk behind, which we had to scrape off before we installed a door that we bought at Home Depot.
So Craftsmen, you really want me to put that sign in my yard and tell potential customers all about our experience? Yeah, I'd be happy to do that!