I have a lovely new home. I carefully researched windows and decided on fiberglass frames. I chose Fibertec windows because they were the only pulltruded fiberglass window manufacture who would return my phone calls (the one in Ohio never called back despire repeated attempts), and their product looked superior. Steven, our salesperson, was wonderful. However, I have had the most terrible time with customer service you could imagine. One window needed to be fixed, and it took them 18 months to finally fix it (and I was working with them to rectify the sitation this entire time). I also purchased Fibertec exterior doors. The 8' doors have the multi-point locking system on them, for which I paid additional money at the advice of Steven. They do not function correctly, and after MANY months of talking to them about this situation, it was discovered that a significant part was not correctly installed by the company (they blamed our installation at first; we asserted and it was confirmed by the locking system manufacture that this is not true). I took the matter to the BBB, but they can only do so much. When we first installed the doors, one would not open and one would not shut. When the temps dipped below 10 degrees and they had still not had someone come out to look at the doors, I finally paid someone to fix the situation. They were the ones who first discovered the faulty functioning of the locking system, and I had to pay $250+ for the partial repair. No re-imbursement for that expense has been sent. Just this week I finally received the "parts" that were supposedly manufactured specifically for my doors. I opened the package half an hour ago and discovered that these parts do not fit ANYWHERE on my doors. I took pictures and am sending them to the office now. I have worked with these people for over two years to get this situation fixed, and I am deeply disappointed. They expect me to fix this problem myself with the parts they have sent, and the parts are not even the correct ones. They simply need to get a professional out here to get this right.
If you have no problems at all with your installation or finished product, you will likely be pleased with your windows. However, if anything needs fixing, you will be very displeased with the customer service. Valentia has been kind, and has attempted to be helpful, but no one there seems to care enough to get this job done correctly.
I have an email trail and photos to confirm the issues described above if anyone is interested.
I just spoke with Colin, who has assured me that they will do what it takes to get this problem fixed. I will be happy to write an update and a better review if indeed this is the case. This has gone on for far too long, and I cannot keep silent about the lack of customer service any longer.
