Job review from Melissa in URBANA, IL 61801 on 07/19/20

Initial salesperson did not seem to know what was needed to help us feel confident that Woods could provide a product that would meet our needs. The second salesperson sent out did a great job of explaining our options. Additionally, he stepped in quickly to help us resolve a question about how many beams were actually needed when the installation team was on-site.

The call representative and the Woods site indicated appropriate precautions would be taken with regard to COVID-19. The installation crew was not wearing masks when they arrived and were interacting with us (we had no expectation that they would do so when performing the work, however, they should have been wearing them when interacting with us). Additionally, similar to our last project, the installation team lead was encountering the site for the first time, and, suggested potential issues they might run into and asked questions that were not shared with us before signing the contract. We do not expect the salesperson to know everything, however, perhaps they could take a video of the site and review it with the installation lead before they arrive so concerns and questions can be discussed BEFORE the installation date? Or send the lead out when they're in town at some point before the installation date so they can get their eyes on the site and follow-up with the salesperson and homeowners as needed?

Site was very clean. Note: A basic safety precaution related to COVID-19 would have been to wipe down doorknobs/surfaces touched upon leaving the site each day. Not sure this happened.