We had a large window replaced by Total Home Windows and Doors recently. The crew arrived at 7:30pm even though we were told around 2pm. We were not advised of this delay and were about to go out for dinner when the crew showed up at the door. We assumed the installation was cancelled since it was a no show at the time we were promised. Anyway, the installation proceeded. The window looked good but the workmanship was poor and the crew was careless. The outside pipe for my lawn's sprinkler system was broken either by someone stepping on it or the ladder sitting on it during the window installation. The knob for the hot water radiator air release valve located just below the replacement widow was also smashed and broken off. Also, the clean up at the end of the job was terrible. Dust and chipped stones from the wall were everywhere...on the floor, behind the TV, behind the radiator. We spent a lot of time cleaning up afterward.
It was a mistake to let them start at 7:30pm at night. At that time of the day, I am sure it was already a very long day for these people and they must had done quite a few jobs prior coming to my house. They probably just want to get the last job finished quickly, unfortunately for me, so they can then go home. However, if we did not let them proceed, we would not know when we can get them back again.
The window looks great which why I gave a couple of stars. Other than that, I cannot recommend the company.
I am responding to the Company Response below: Thank you for the response to the complaint I posted, however, I would like to clarify the reason which I rejected the company's offer to fix the damages. It was not because of the "damage being so minimal" but rather I already had someone in line to repair the works at the time when the company contacted me. Also, I did not have the comfort level to have the company coming back to fix the problem properly. I also want to note that it was over a month after my initial complaint and a few weeks after I posted my comments on HomeStars before I was contacted by the company. I do not disagree that it may not be possible to predict the exact time to complete the previous job and on the arrival at the next job. However, being five hours late and also encroaching into your client's dinner period should deserve a courtesy phone call during that day to give an update . As I said in my original post, we assumed the job was cancelled for that day and our family was preparing to go out for dinner when the crew arrived. It was fortunate that we did not cook that night. Imagine trying to eat when the window was being replaced and dust flying everywhere, it would not have been a good experience. I believe the crew was rushing and trying to get the work completed before the night set in and therefore failed to take the necessary precautions to prevent damages.
