My mom, who is a senior, was trying to have her patio door glass replaced from Equibilt as they were the initial installers of the doors as well as replaced the glass prior. She also needed the closers on the dining room windows replaced under lifetime warranty.
Firstly, they denied the lifetime warranty on the window parts and had nothing in their files until Mom provided her copy of the original invoice. Many phone calls and messages were left for the women in service (Karen) with none of them being returned. Neither a quote nor warranty work were addressed for several months.
I called on my Mom's behalf and someone else was able too find some of the paperwork and sent it.
The warranty parts were ordered by the company and were supposed to be delivered but never were. So, Mom went to pick them up and they were the wrong ones. The company refused to order the proper ones and gave Mom the name of a place to get them where they would cost her approximately $65 per closer. They would not install either.
Turns out their original quote on the patio window replacement were not correct from the original invoice. The original quote was now revised to several hundred dollars more.
We ended up hiring another company who came out, looked and quoted the job. They supplied and installed said patio windows in less than 2 weeks. They also supplied and installed the proper closer at the same time.
A disastrous experience from start to finish. Customer service is unfortunately not a priority with this company. The company needs to focus on responding to customer phone calls and emails in a timely fashion and "doing what they say" in their advertisements. From the time I placed to the order to when the last retractable screen was finally installed, four months had gone by. I took time off from work on four separate occasions only to be told that the screen that they brought was not the right product/size. First cold spell and my back door is leaking around the glass insert. I would not recommend this company to anyone as they do not stand behind their products and their customer service staff are rude and dismissive.