My name is Leanne Roth and I m the Business Develo...

My name is Leanne Roth and I m the Business Development Manager at Action Glass Inc., and the glass company who provides service to The Residences at West - a property managed by Tribe. Last year we attended to provide an emergency call and we'd like to provide some of the back ground on this job. We received a request to attend on an emergency call out on Monday July 2nd. The area was cleaned up, measurements secured to order a new piece of frosted glass and observations made as to how this particular railing glass replacement would have to be done.

The product needed for this job was sourced and a quote submitted and approved by the property manager on July 6th. The order was placed next business day. During high season, it is not unreasonable to expect manufacturing and delivery of product to take up to and at times, more than 10 to 14 business days. Once we received the unit, it was inspected and then the work order was given to our dispatch team to schedule the final installation, this is generally done in the order product is received. The installation of this particular railing glass was not a straight forward process and required coordinating with the building to get access to the roof for our team to be able to complete the job with what is referred to as a "bosun chair drop". This is also work that is weather dependent to ensure the safety of the technician that is on the side of the building.

Our dispatcher left a message on August 7th and an appointment was scheduled however had to be cancelled due to a serious injury sustained by one of our chair drop staff. This unfortunately, was not the only job that was affected by the injury. Once our technician received the all clear to return to work, our dispatcher reached out and left message(s) for the onsite contact and also spoke with yourself as well as the concierge. We spoke with the onsite contact, the installation was set and completed on October 3.

Action Glass Inc., works with Tribe on many projects through-out the Lower Mainland and have built a great relationship with the property managers, the onsite managers and the residents that they work with. It has been our experience that the Tribe Team has always addressed issues in a timely and caring manner for all involved. We regret that the time line was not ideal for this particular customer and more importantly, their tenant however there were factors that were outside the control of Tribe Management and Action Glass Inc. Tribe was kind enough to provide us with the feedback on this particular job which allowed us to evaluate various processes that required amending to ensure that we are better able to serve our customers and management companies.

We look forward to continuing to work with Tribe Management and their team of professional, courteous and caring team who go above and beyond to get their customers looked after. Thank you Tribe for putting your trust in our team!