HORNER MILLWORK CORP

I did not purchase. I originally asked for a rough estimate of cable railing system for interior stairs. The rough pricing provided seemed in line with my budget although it was not very clear and the salesperson was not at all helpful. It took over a month before I got an actual quote and the price was about double what I was expecting. I asked if there were any less expensive contemporary options (did not have to be cable) and was told there were not. In the meantime, I lost a month and am holding up carpet installation for this. This experience was at the Southborough location.

Due to the disastrous customer service which was extremely slow and unresponsive (Bob Strange in particular) it took this disorganized business THREE MONTHS JUST TO PLACE THE ORDER for the door. This is how long it took them just to submit the order to the manufacturer. It does not include the time it took the manufacturer to make the door. Production of the door by manufacturer only took three weeks. Although this was a custom order, that is not the reason it took so long. All in all it only took a few actual days of work on their part to get what they needed (dimensions, specs, calls to the manufacturer, etc) to place the order. But they DRAGGED THEIR FEET FOR MONTHS! Having been the same distributor and same sales rep who sold the original door, you'd think it should be easy and fast for them to order a replacement. The contractor who built my home before I bought it had purchased the original door from Horner Millwork and he warned me that they were extremely slow. He was absolutely right about that. Weeks would go by without any follow up from Bob Strange from Horner Millwork. Finally I called to complain and asked that Bob's supervisor, Dan Laba, take over the order. When I complained about Bob, he simply agreed that it was a bad situation. But Dan didn't improve it any. He was just as slow on finishing the order. After this disastrous performance, all they were willing to do to compensate was knock off a paltry $90 from the total price. I'll never do business again.