I've been dealing with a company I hired to perform a personal job (install a product on my property) for over a year ago. It's been an incredibly frustrating experience; fraught with delays, lack of oversight and communication, and general all-around (to me, anyways) incompetence.
The quote they provided gave a delivery date of June, last year. That didn't happen; the salesperson had ballparked September, so I wasn't expecting the delivery date to be that strict. But September rolls around, and still no communication from the company. Following up with them, all I get is, "Yes, we're super busy, sorry, it'll take a while, apologies for the delay."
I've been getting progressively more frustrated as time rolled on, as the only communication received were invoices, and more apologies for delays.
Things came to a head last month, when it started looking up, and installation was beginning. A couple days later, I received a stop work notice, which I followed up with, both with the local government and the company. Turns out, they had completely missed the permits. The company resolved the issue and waited for the permits to be issued, promising to keep me in the loop. At this point, we were over a year past the quoted delivery date. I've been making it very clear to their customer service rep that I've been getting frustrated at the delays and I wanted the project done.
Imagine my surprise when I come home last week, and the majority of the project is complete. No communication from the company. I followed up with them yesterday, asking what happened, and where we were at. As usual, I got, "Yep, sorry, thought I had told you, my apologies, but it'll take another couple weeks to have our guy inspect it and get it done."
Tired of all the runaround, today I finally made it absolutely clear to the company that the project must be completed now, and that I would brook no further delays. It was a very strongly worded email, threatened to cancel the project entirely, lots of complaining about communication and inability to complete, etc., etc.
I got a call just a little after that email, informing me that their inspector was on-site and inspecting the installation. Problem solved, it seems.
So, I got what I wanted, but I feel a little bad that I had to be a very squeaky wheel and threaten to cancel before they would move on completion.
I feel like I could have handled this interaction better, but I'm not exactly sure how, as trying to be reasonable and patient just resulted in more and more delays. Only when I resorted to cancellation did anything happen.
Is there a better way I could have interacted with them, still getting what I want, without needing to resort to the nuclear option?