Specialty Home Products Inc.

We had one skylight fail in September of 2023. We had a couple bids come out to replace both of them, (They're both old and I'm sure the 2nd one is about to fail anyday.. Plus we want them to match.) Specialty sent us a reasonable invoice, no frills, so we decided to go with them. In order to proceed they required a 50% deposit. We paid that October 3rd. We didn't even get so much as a, "payment received" automated email. I reached out multiple times at that point. All I wanted was some acknowledgement that the 50% deposit was received, the skylights were going to be ordered, a shipping ETA, or an estimated time frame for when we can expect work. Keep in mind, we have an active leak. Over a week later I finally get an answer. I'm frustrated at this point, and I am basically told, "well the skylights aren't in yet and there's a lot of people ahead of you." Nice. I will say though, they did coordinate to have someone come and tarp the leaking skylight at this point. Which still didn't go smoothly. First guy didn't show up when he was slated to come. So someone else came by the following day. We haven't heard a single word from them since then. I guess because I'm not doing a full roof job I don't get the amazing communication I see in the reviews? I finally reached out for an update via email 12/28/23. No reply. Let's chalk it up to the holidays. So I text to the rep 1/2/24. He said he was going to look into it and get back to me asap. Haven't heard back. I am not being unreasonable with my expectations, nor am I trying to be a difficult customer. I would simply love to know if the skylights were even ordered yet. Or, if there's 10 people ahead of us still, at least give me that. Say: we got it, they're ordered, but we can't get you down til February(or whenever). Literally, I would have been fine with that. I could have at least known when to expect something or when I should actually start following up. Something tangible. I don’t like giving a company over a thousand dollars and then being "on standby" for two months now (and counting!) with absolutely no ETA or information at all. Maybe that's not a lot of money, but that's not good customer service, nor do I like my money in limbo. I've never experienced this sort of lack of coordination from a company before. Services haven't been completed yet so three stars for benefit of the doubt.

Specialty windows replaced a failed window for us. They were very efficient and did a great job. We have used specialty over the years for windows, skylights, and roof repairs. I would highly recommend their products and services.