D O N O T U S E T H I S CO M P A N Y We met with the salesman and he was very nice and he sold us new front picture windows and 3 basement windows. The called and book to install windows during the week and we told them it must be on a Saturday-was told they do not install on weekends-salesman never told us or we would have gone elsewhere. Called right back and boked us for a Sat. Very good. they install living room wdws but the glass is 3-4 inches smaller all around.They told us these were more expensive and energy efficient windows. When installing basement windows they only removed outside aluminium sliders and slid new windows in space.On the inside did not remove interior hinges or lock just built a box aroud to hide these. When asked -Oh that is how we do it.After window was installed if blinds were to be put back windows would not open only slide as they sold up the double opening windows that butterfly open inside if you want more air.The other basment window you could only slide because drop ceiling is lower and they would not open either.Salesman was told that we did not want the windows smaller than what we had and he told us they would remove the inside frames to accomadate.no wood was ever removed. We refused to have 3rd basement window install because of this. Next thing the guy that did the measuring shows up and gives us the same bull.Then the Quality control and cash man shows up and tells us the same thing. we talked about the front picture windows and were told these were better. i was looking in the brochure and showed in low profile frames for fixed windows and wide profile for fixed windows to match casement windows. He siad they were both for fixed windows.asked to see contract and the marking was "F" for fixed and because it was not marked low profile this is what we got -the salesman never even offered us a choice and this apparently is the standard. We have since talked to 3 other peolple from this company and they will not change any of the windows too bad that is the way the contract reads they say. they have no clue about CUSTOMER SATISFACTION they just take the mone y and run. Well we will see. i have already told many people and it will not stop even after I get sastifaction my way-I have had windows replaced in the rest of my home from another company without any problems. I should have used them again.If you call this conpany make sure EVERTHING YOU WANT IS IN WRITING and do not assume like we did that and wanted just to upgrade the old windows
- Approximate cost of services:
- $4,700.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Dear Bill,
I would like to thank you for your review of our company and am sorry to hear that your experience with us has been unsatisfactory thus far. I would like to address your complaints in order.
The booking agent was correct to tell you that we do not do Saturday installations. Saturday is our designated measurement and service day. However, if it is a point of contention, we do make an effort to accommodate your availability.
In terms of the glass area, the windows you received were high profile, and do have a thicker frame. These frames are indeed more energy efficient and more expensive.
For installation of the basement windows I would like to say that we cannot install windows on bare concrete. The building code does not allow it. As for the frames, during the demolition process the installer makes an assessment of the existing members. If they are rotten, they are replaced. If they are in good condition, they stay. I cannot confirm about the interior hinges being left on the frames, however, if we do return to install the remaining window for you, we will gladly remove the hinges as well.
The situation with the blinds is not simple, as that is something that needs to be discussed with the sales representative. That is the main reason why your situation has turned out to be quite unusual.
We first came out to see you in June of last year, and gave you a quote which you chose not to pursue at the time. A year later, you asked us to come out again. A different representative came out to see you. The usual consultation procedure includes a walk around during which the rep is able to assess the needs and limitations of your home as well as communicate with you about your needs and wants. As per your request we did not go through this process but simply asked for the previous quote to be re-written. We accommodated this request.
I do understand that the marking “F” is unclear. However, it is an industry standard to mark high profile windows as “F” for fixed, and low profile windows as “P” for picture. Fixed windows are high profile. Picture windows are low profile. Going forward we will be adjusting our processes to make contracts more clear.
Customer satisfaction is very important for us, because it is what our reputation is built on. Usually, our satisfaction rate is very high. Unfortunately we cannot satisfy everyone, no matter how hard we try, but we have never taken money and ran. In fact we will tirelessly attempt to resolve all issues that arise.