Please be aware!!! The total order amount was around $60k and we had an issue with windows opening right after the installation. That means that they sold windows with defects, we called the company and they promised to came but no one showed up and after the complaint, they ensured us that they've been at our place and no one was home. By the way, it was complementary service and they would be happy to arrange for a paid service. Their service charge is $125 to show up plus $75 per hour plus mileage. And they want us to provide a Visa or MasterCard number prior to them arranging an appointment. We are very disappointed with the service and don't understand why we have to pay for factory defects to be fixed, we should be better served for that money we paid to this company. I would not recommend this company to anyone and I'm warning you, once they got your money,they'll start to play games.
- Approximate cost of services:
- $60.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
We have been in business for almost 30 years and this customer ranks as one of the most unreasonable.
We scheduled a service call and showed up but the customer was not there. He failed to follow up for months and months and now wants another service call for free. There is a cost associated with sending people out. We did not charge for the first visit. We stated clearly that there would be no cost if the problems were found to be warranty related.
We charge $125 for a service call to his home (almost 2 hours round trip)to determine if the issues are warranty or not. This is not unreasonable, especially since we only supplied the products. The customer took care of his own installation.
Reasonable people do not use threats. He threatened us with a negative review with Homestars if we did not react by a certain date.
All we asked for was a deposit (on Visa or MasterCard)for the service call and clearly stated that if the problems were warranty related he would not be charged.