I posted this review OVER 2 MONTHS AGO and am STILL waitiing for the replacement of the 7 windows. No word from the company at all unless I call and then continue to get the run around about the "supplier" issues and back ordering!! How can this at all be good business practice? Why do I not receive the same professional courtesy as the other customers? Poor business practice!
I am writing this review based on my overall window installation experience that occurred on May 16 and 17, 2018 with GreenFox.
I first met with salesman Peter ****** on March 12, 2018 and we signed a contract for the 14 windows and 1 door installation. I was told over and over how the company had the best rating on the HomeStar site for several years running.
The 2 man crew showed up at my house May 16 and 17 and proceeded to start to remove old windows without unloading the new ones and checking that they were correct and working. I was there to look at each new window once they unloaded them from the truck and through this process discovered that 4 of the windows were defects - not working properly, one was broken and 2 had been ordered incorrectly which GreenFox admitted to. The company policy is to NOT install broken, non working windows, yet these 7 defects were installed over the next 2 days. Each time I identified the concern but they said we have already taken out the old ones and have to install - which is absolutely contrary to their “policies.” My concerns were ignored and they continued to remove old windows prior to checking the new ones. I called the office the first day when this started to occur and was assured by Sarah that this is NOT standard practice, yet here I was in the middle of having defective windows installed when I am paying for brand new functional windows.
Sarah then relayed my concerns to Jerry ******** the project manager. He then called me and we had a discussion about the work. He advised me that GreenFox doesn’t amend their policies based on what customers give for feedback. He said that they have their standards and customers do not tell them what to do or adjust their business practice/policies based on what customers say. This was completely inappropriate and disrespectful. He continued to say to me “are you done yet, are you done yet” over and over as I was telling him the concerns with the defective windows being installed. I also left a message with my salesman Peter, whom I never heard a word from, even though he assured me when we signed the contract that he would be periodically checking in during the installation to observe the work and that if I had any concerns whatsoever to get in touch with him. Peter never came on site during the installation and he did NOT return my call.
Jerry then returned to my home on May 18th to do the final inspection and I identified the concerns with the 7 windows. He felt it was no “big deal” and that it could be corrected and that there was a lifetime warranty. This is not satisfactory. I am paying for BRAND NEW FUNCTIONAL windows - not defects that need to be fixed. He insisted that I pay in FULL or it would delay fixing the 7 windows. I felt threatened and bullied in my own home.
I was then contacted by Sarah from Greenfox on Monday regarding all the defects with my windows. She told me that Jerry was no longer employed with GreenFox. She was reviewing his final inspection report with me and I asked that a new project manager come out to assess and see all the concerns. Mike from GreenFox met with me on May 29th. Mike was professional and knowledgeable and acknowledged the defects/errors and validated my concerns. I have been contacted since and have been told that “replacement” glass for the windows, etc has been ordered.
So to recap: 7 out of the 14 windows are defects and/or errors in ordering – which is 50% of my overall order: 4 are factory defects; 1 was installed broken and 2 were ordered incorrectly.
I proceeded to follow up formally with GreenFox and sent an email to those involved, including Ron ***********, who is the Manager of Public Relations for GreenFox. My questions to him were: Why are the window orders not checked when you receive them for accuracy and function? Why are they loaded onto trucks for the installers without first checking that they are completely functional and correct? Old windows are removed before first checking to see that the new ones are correct and functional. I also indicated that I paid full price for 14 windows and 1 door – of which 7 windows are defects / errors that require “fixing.” This is 50% of my order. I requested a partial refund for my overall order as those 7 windows are no longer classified as BRAND NEW FUNCTIONAL windows but are going to “fixed”. Exchanging glass in them does not now qualify as a brand new sealed functional window unit from the factory – but a factory defect/error that is being corrected.
I have not heard a word from Ron. I am still in the middle of waiting for the windows to be fixed! I went to GreenFox directly first with these concerns to see how the company would handle it. I chose GreenFox because of the ratings I had seen on the Home Stars site but as you can see, I have not experienced that kind of service. Ironically on the BBB site I saw a review quite similar to my experience. I understand that they addressed the project manager concern but that in NO way accounts for the 7 defective/incorrect windows! If GreenFox stands behind their rating on this site - they should acknowledge and validate my concerns and show “good faith” in business practice by supporting my request for a partial refund. To date not a word from the manager Ron regarding my concerns or request.
Hayley
