FAQ
What does my queue position mean?
It's a lot like taking a number at the deli counter. Every order is important to us, but especially during periods of high volume, we can't get to every order at once. We prioritize our work based on a customer's queue position with the intent of completing each one in turn order.
How is My Position Determined?
Projects enter our work queue when a customer pays their deposit. At that time we we add a number of anticipated weeks to complete based on the project type and current trends to get a target date. That target date is unfortunately not very accurate because a lot can happen in a couple months, but it gives us an idea of when you should be complete compared to everyone else. Queue position is based on that date.
How is the Completion Window Determined?
Our main limiting factor is installation capacity. Depending on the size of a job and whether we have all hands and vehicles on deck, we can average 2-4 installations per day. Therefore the window is calculated from your queue position divided by 2-4 business days and added to today's date.
Why Can't I get a firm installation date / When can I get a firm installation date?
Once an order is 100% complete, we will reach out to ask if you have any scheduling limitations, and then we will build a schedule based on locations in proximity to each other and matching skills of our available field teams. Once the schedule is built, we'll reach out to let you know the day and whether it will be morning, mid-day, or afternoon. You are welcome to be in attendance for installation, but it is usually unnecessary as all of our work is outdoors.
All of our orders are custom-made and can take time to complete. When we begin an order, we generate a target date based on our current trends, however, a lot can happen over the course of a few months from unfortunate injuries to lucky breaks such as having a cache of material already on hand. These variables can throw a target date off by several weeks. For these reasons, we cannot schedule until a product is 100% complete.
I'm at the top of the list. Why aren't I ready for installation?
Installation is not our only limiting factor. Other things can cause a delay, such as holding for permits or waiting on a third party, such as powder coating. Rest assured that if you are at the top of the list and you don't have a scheduling queue next to your name, you are our #1 priority (seriously, we're probably discussing it every day, if not more), and we are doing everything we can to get your order over the finish line.
Why did my queue position increase?
Our prioritization system is generally, but not entirely first in first out. Some projects go in with shorter anticipated lead times than others based on their complexity and urgency which can make them jump the line. For example a service call might go ahead of a recover that we've had for 3 weeks, but it would not go ahead of one that we have had for 5.