Update:
It took a negative review, and a complaint to the Better Business Bureau to receive the kind of quality work and service that we paid for and expected from a company with 10 star reviews. Once the owner had seen the review i wrote on Homestars he called to make things right. This was after telling him repeatedly that the work his installer had initially done was garbage. I spent 15 minutes on the phone arguing with Yuri, being chastised as to why i didn't let him know we weren't satisfied. And accused of "making stuff up" in my review ( i had used the wrong word for window capping and mistakenly called it casing). He repeatedly told me we were the only customers he has ever had that were unsatisfied. I am particularly displeased with how this has been made out to be our fault the entire process. Even though his employees agreed the work looked terrible, was not done correctly, and was certainly not done to their standards. We are not picky people, but when you are paying for work to be done on your home you expect it to be done correctly.
He sent out a couple of employees to check the work this week. They agreed that it was horrible, so made arrangements to come back later in the week to fix it. We were also informed that the original installer no longer works for Vinyl Window Pro.
Once the new installers arrived they made quick work of fixing the mess. It looks great now! They took off the old caulking and put on nice straight new caulking. Put new molding around our upstairs window and fixed the siding outside (which, as it turns out was also missing some of it's components that were never installed the first time).
We called Yuri after the work was done to let him know his guys had done a really great job and everything now looked the way it was supposed to. We agreed to update our review on Homestars. His employees left our place at 6:30PM
Fast forward to this morning... I get a woken up by a phone call just after 9AM from Yuri, wondering why i haven't been online to fix my review yet. This is completely unprofessional for a business owner to be doing! It took Vinyl Window Pro nearly a month to make our windows look right and now i am being hounded into leaving positive feedback. I have never been treated so poorly by a business before. Never been yelled at by a business owner and made to feel like my opinion is wrong because everyone else they have worked for has had glowing reviews. The fact of the matter is... this has not been an enjoyable experience. It has been stressful and drawn out.
I have adjusted my star rating for this company now that the work has been fixed.
Old review:
I will say the windows that were installed are great! However, the customer service and the finishing work are complete trash!
My husband and i booked to have 2 of our living room windows completely replaced, 2 windows to have the capping done (so that they all looked the same), and our upstairs bedroom window replaced (with vertical vinyl siding to be installed on the outside of the house)
The installer came by to measure and that was trouble straight from the get-go. He refused to measure one of the windows in the living room, assuming they were all the exact measurements. He then proceeded to bicker with his wife in Georgian so that my husband and i were left out of the conversation. I politely asked if we could please all speak English so that we were all on the same page. They were just plain rude after that.
Fast forward to installation day. The installer didn't bother to read the work order and had not brought any of the siding that he required to finish the job. My husband had to stand on the front lawn and argue with this man (who barely speaks English) that the siding was required. Finally the installer talked to his boss who sent him to the local hardware store to get the materials he required.
The 2 windows in the living room went in no problem, they look great! The window upstairs also looks good! However, the installer proceeded to gouge the heck out of the molding around that window and did not replace it. I will have to repaint the whole thing.
He started installing the siding, i went out to check, only to find he was putting it in horizontally. I had to get him to take it all off and start again putting it on vertically. Again, this is on the contract!
The casing was taking longer than expected on the 2 front windows, so the installer had to come back in a couple of days. The casing looks great, but his caulking is horrendous! It looks like a preschooler could have done a better job. This is the very front of our house and looks like a complete eye sore. It is messy and not straight in the least. I called Yuri to complain about it and the mess the installer had left all over our roof and yard. He sent the installer back the next day.
An argument ensued between the installer and Yuri, on the phone. I was then passed the phone. The snow was to blame for the mess everywhere (it's so bad we will have to go up on the roof in the spring and clean off the debris so that no one steps on sharp metal bits). Old caulking was to blame for the mess that is now all over my front windows. I'm sorry, if you were making these windows look "beautiful" and "the same of the others" (Vinyl Window Pro's words and promise) then wouldn't you simply scrape off some of the old caulking before you applied a new layer?
