Extremely disappointing process from start to finish
BUYER BEWARE! We read other negative reviews about Lux but we overlooked them because we didn't see any recent ones. This whole process was a nightmare and we truly regret this decision in going with Lux. We felt other people need to be informed when making such a big decision so this is why we are sharing our story. We needed to fight 'tooth and nail' for an irresponsible and inexcusable workmanship and customer service. It was only after when I mentioned the magical 3 letters "BBB" did the manager (Kevin) finally perk up and try to resolve the situation. Kevin would never acknowledge how badly he mis-managed the situation nor apologized until I mentioned BBB. Lux promised that they would complete installation of all 4 windows and 2 doors on July 9. Jackie Zelonka (sales rep) never told us this would be considered a “huge job” and take a week to complete. When Amber Clarke (appointment scheduler) called my husband, she said it would take just “one day” to complete the installation. On July 9, 3 guys showed up and the head installer (Temo) left shortly after arriving saying he had to work on other projects that they behind on. With 2 guys, they did not complete the job and damaged our hardie board siding on the house while changing the windows. They did not seal or insulate or put on the casings for the windows so we couldn’t put up any blinds. Also, there was a strong chemical odour that we had to sleep with. Furthermore, they left gaps between the house exterior siding and the window so rain can potentially seep through and create mold. Upon inspection of the windows, there were gaps between the screen mesh and the window itself thus defeating the purpose of the mesh. We have since learned that the mesh screens were improperly measured and quality control was absent for our windows. The windows should be flush with the wall and house but there are gaps (~1cm), leading to the conclusion that the windows were not measured properly. The solution was to use silicone to seal it up. But even with the silicone, there are gaps and holes once again due to poor workmanship. Even during the final inspection with Mike Little (independent inspector), he saw no problems with the gaps and down-played everything. He did not offer any apology or solution. With respect to customer service, Kevin has been handling the situation ever since I left multiple messages and emails. He was unable to handle his own contractors though. Both Kevin and I couldn’t get a hold of the lead contractor "Temo" to complete the unfinished job. They left my house with gaps in between the windows (~1 cm) and it rained the next day. Lux and the contractor don't seem that concerned about water damage because they said silicone is good enough even though my other windows are flush with the siding. Kevin said all his crews were busy with other jobs and no one could come finish the job until Sunday July 15 thus leaving us for a whole week with no blinds (sun blaring day and night into bedrooms) and the chemical odor. I was flabbergasted by his definition of “customer service” by leaving a customer with incomplete windows for an entire week. Finally with my persistence he got the crew to come back the next day. The contractor was very indignant and believed that there should be gaps. When we showed him our other old windows (that don't have the gaps), he referred us to our warranty. When we explained why we want him to at least do the bare minimum in completing our master bedroom window so we can place the blinds back up, he was in disbelief and yelled at us saying there was “no problem”. We told him his son told us we couldn't put up the blinds because they didn't finish the casing and insulation yet. His response was that his son was an "amateur". Which begs the question why Lux left us with 2 amateur installers who clearly made a lot of errors along the way. The doors were finally installed on Wednesday July 11 after my persistence. They make promises but don't keep them and customer service was non-existent. Nobody would call us back. We had to keep calling with every number and contact possible to get a response.
- Approximate cost of services:
- $10,500.00
- Company Response
I would like to take this opportunity to assure you that your complaint was taken very seriously from the start. Regrettably, you have elected to refuse our offer to resolve the remaining issue which we would have gladly looked after for you. I am confident that the quality of our product and installation will provide years of comfort and enjoyment. You also have the unparalleled Lux Windows Life-time Warranty backing up our products and services. We wish you would have allowed us the opportunity to prove to you that you did in fact pick the right company but I would like to thank you for your review. Kind regards, The Lux Windows Family
