Intermat - Centre de l'Escalier

Cette entreprise existe depuis 20 ans. Excellent accueil et très bonne écoute des besoins. Le budget et la date des travaux ont été respectés. Communications faciles par téléphones ou e-mail la journée même. Installation exécutée en deux jours comme prévue. Nous avons noté un petit problème de craquement et ils sont revenu régler ce problème une semaine plus tard et ce, à notre grande satisfaction.

We ordered six fairly expensive but standard solid maple doors including finishing from Intermat. The process took four months to complete and significantly impacted our schedule. This is a complicated business to deal with partially because they have a complex relationship with a sister company (Intermat doors). One should not have to deal with a salesperson and two order desks. Intermat sells a high end i.e. high price product but has challenges managing quality. They purchase doors from a factory (Milette) but do not seem to understand when a mediocre product is delivered. Without going into technicalities, obvious flaws are blamed on the 'wood' when misuse of tools is the real problem. (It is entirely possible that the fault lies at the factory but that should not be a reason why a customer has to accept an inferior product). After interminable delays and numerous phone calls we just gave up and accepted the flaws. The shame of it is that with a little customer centered management and a better approach to quality this would be a good company. One very positive note, the delivery people i.e. the truck drivers, are really good and go out of their way to please the customer. Some of the people at the order desk are also very knowledgeable, but it takes a lot of effort by the customer to manage an order through the complete process.