We have been in a nightmare the last 5 months. We will give a company every chance to make things right before leaving a critical review. We had our new windows installed in March. Noticed issues before the original installers left. Those issues were brought to their attention at the time & they just shrugged saying there was nothing they could do. We called the company immediately and within a week a manager was sent to look at the job and agreed the quality of install was sub-par. We were thinking great things will move along. 2 weeks go by we don't hear anything. We call repeatedly. We are prevented from speaking to a person who can actually do something by gatekeepers on the phones.
In the meantime as the weather warms we realize 3 of the windows slide open the opposite way to what we ordered. I thought they were installed upside-down.
They finally send a crew to work on the windows and he is given an incomplete picture of the true scope of work. He also believed the windows were ordered wrong and not necessarily upside-down. I think he couldn't imagine a professional installing windows upside-down. So he put in a ticket about that.
He leaves having only worked on two of the 8 windows installed. And they are still not finished. This installer also discovers that there was a shockingly little amount of foam used. He fixed that.
If the foam was insufficient for one window its probably insufficient for all. We continue to call and each time stopped by gatekeepers claiming they will follow up. We finally get a call back from a manager unfortunately we weren't home, she left a message. We call back the next day & didn't receive a call back for another week or 2 & only after we called back to demand to speak to someone.
Also in the meantime we had a heavy rain & the 3 wrong windows leaked! We call back again & this time see some progress. I guess the idea of water damage scared them! This was the end of June. And even though water was coming into our home they still couldn't get anyone on site until July 4th. At this time I also sent them an email of the full list of issues to the 3 names I have because it was clear the notes on the account are incomplete, outdated and in some cases just wrong.
On July 4th we call to find out what time they were expected. First it was between 8am-10am, then 12pm-2pm. Of course once again it's someone else's fault. We are also concerned that no one is understanding the scope of work here. This is a complete reinstall of all windows. At 4:00 pm they finally arrive. They had no idea of the scope of work & their information was incomplete. Now this new installer I had confidence in. He identified that the 3 windows are in fact upside down! We go through our full list of issues- lack of foam, sloppy caulking, missing caulking, incomplete capping on the exterior, unprofessional standard of trim work, popped siding on the exterior of the house, damaged handle and more. He vowed to make it right. He was going to come back July 12th. He was sick (I understand no fault of his) so now we are on our 4th crew. This latest crew again had no real information except some disjointed notes on a file even though I tried to update with an email. To date they have now fixed the upside-down windows. The caulking on most windows. But there is still work to be done including a damaged handle, a damaged screen, and some sloppy trim issues and windows that are noisy or difficult to open. The new date is September 18th. We'll see.
We went with this company because of good reviews and an excellent warranty. Honestly the warranty isn't worth the paper it's printed on because I doubt this company will be around in 25 years to honour it.
There have been no offers of compensation for our frustration & anxiety or for wasting days of our lives waiting for them to arrive or for having water coming into our home. It should not take 6 months, 2 managers, 5 install crews to install 8 windows AND ITS STILL NOT RIGHT!
I want my house to feel like home again.