I am updating my review due to a personal phone call from Ken Johnston. He apologized for the cancellation of my estimate appointment and for the impact of their policy about having all decision makers present. We had a really good conversation in which he listened to my experience and feedback and asked for suggestions to ensure that this doesn’t happen to other families. I reiterated that while I fully support having a policy that ensures all decision makers are included, in my case, it appeared that they were unable to work with me because my husband couldn’t be present during the estimate and that I would be solely responsible for decision making. I really believe that the intent was not to be harmful, but he took responsibility for the impact and indicated actions he would take to make change. I am incredibly appreciative of this response. It shows professionalism and attention to customer service. I retract my previous poor rating.
I recently called Johnston Masonry for an estimate to have brick front steps and sidewalk put in. They refused to do an estimate with me without my partner present, despite the fact that my partner lives in another city, I am the primary decision maker on our home, and I own the home myself. They wanted to FaceTime my husband into the bid, instead. Their reasoning is that they want both “decision makers” present so they don’t have to do a second bid (I’m assuming when one person disagrees with the other?). Instead of trusting me that I am actually capable of making a decision by myself, I had to have several text conversations and a phone call all to convince them that I am, indeed, able to make decisions about my own home, despite being a married woman. Once they learned I was soliciting multiple bids so that I could compare quality, customer service, and time frame, they indicated that if I was making a decision based on cost, then they might be too expensive for me. I can, in fact, afford home projects, but I include things like customer service and time frame in my choices about companies I work with. I believe a company can have policies like preferring to have both decision makers present for a bid. However, the minute I indicate that I am the primary decision maker and do not need to have my husband present to make my own decisions on my own house, they should have trusted me and moved forward. Instead, I had to present my case to multiple people, be questioned about my finances, and treated as though I am not capable to make decisions on my own. While they never said this is because I am a woman and would probably deny sexism, the implications and impact are clear. I felt mistreated because I happen to be a woman who owns my own home and can afford expensive home projects and my husband trusts me to make decisions on my own. The time spent discussing this could have been used to give me a bid for the project. I will not be working with Johnston Masonry because of their customer service treatment of me, not because I cannot afford their work. I understand that Johnston Masonry is a sought after business and they may be able to afford to lose a customer, but they have also lost the business of the multiple people I will be telling about this experience.