I had a patio door installed at a reasonable price. I was told by Jamie at the time of the quote that their service was great and that if I had a problem that I was to advise them and they would take care of it. Upon completion I notced a small hole in the screen. I advised Jamie and was forwarded to the company that made the window, they missed three service calls and rescheduled two more calls. I was told that a guy quit, that there was an emergency and then that the screen wasn't in stock. I contacted Jamie on several occasions and was told to tell the company that you have been patient but you want it done, and the latest, that Windows Choice only installs the unit, they don't make them.
So, the promise that is being made at the time of quote...don't believe it. They "talk-the-talk" and that's about it. Pay a little more and get a reputable company that will do what they promise. The last e-mail Jamie sent is textbook on how not to treat a customer.
In reaction to the company response below...the work done by the installers was great, the 1 out of 10 was for the back office support. The promise was for service beyond compare, and pushing off the customer to deal directly with the window factory is not customer service, nor is just replying to e-mails. Service is taking responsibility and being the point of contact for issues, and this was not done, it was handed off to someone else and when they didn't live up to expectations, Window Choice should have at least stepped in. James didn't do me any "favours" when he bid for the work. He competed for a contract I assume he wanted to do, otherwise he could have walked away, which he seems to be doing now. By the way, I was property manager and am now a social housing administrator and have vast experience dealing with trades. I'm not often dissapointed but when I am, they hear about it. Hence this review. Again, the 1 out of 10 was for service not product, James seems to have lost the thrust of the comments.
Please note that since I posted my comments on the reply from Window Choice, James has logged on and changed significant portions of his original reply in an effort to appear more resonable. This puts what I'm writing without proper context. This includes his original comment about "not doing me any more favours" and that "i must be often dissapointed with my contractors". Changing these comments is dishonest and further draws attention to the company's level of integrity. My remarks remain unchanged and perhaps will give the reader a clue as to the original exchange. This reflects so poorly, that I'll now change my rating to a 0. This shows that the company is more interested in damage control than earning a good reputation.
One last comment though, it is true that not many companys warranty the screens, but that warranty is related to rips and tears during use, after the unit was installed, not the fact that the screen was delivered WITH a hole in it.
- Approximate cost of services:
- $3,000.00
- Company Response
Hi Scott, Thanks for the terrible review. I understand that you had problems with the manufacturer who was changing the small screen tear. I admit my patio door supplier has dropped the ball and frankly no one should have to wait through all those re-schedulings. Still, giving a "1" out of 10 because you have a small tear in the bottom of your patio door screen for a service that you don't need to be home for is beyond unfair in my books. If a company is booking times and trying to fix the problem, then that company cares, if the company does not respond then the company does not care. I can't guarantee how long some services will take to complete. Considering that no other company in my industry even warrantees screens I don't know what else I could do here. I'm sorry that you were so disappointed.