I had Skylights Unlimited come to my home for an estimate on a skylight replacement, both Velux products. The owner measured the opening and proceeded to recommend a product from the Velux line. A quote was subsequently generated and agreed upon. The product was installed but several problems ensued. The screen could not be removed and therefore I could not access the blinds nor the window for cleaning. Furthermore, in the event of a power failure, I could not manually remove the chain without cutting through the screen. The owner would not take responsibility for the problem and so I finally approached Velux. Velux hired a contractor at their own expense to install a track for a replacement screen that properly fit the existing tunnel. Three and a half years later, the problem has finally been rectified thanks to Velux.
- Approximate cost of services:
- $3,500.00
- Company Response
Keith,
I can appreciate your frustration with this situation. I believe there are a few other details that need to be mentioned to truly tell this story.When you asked us to replace your skylight our inspection revealed that only one model from the Velux brand (that you specifically requested) would suit the roof pitch and sizing of your existing skylight tunnel. Unfortunately, this skylight, being a little larger than the old one, has an insect screen a little larger than the current skylight opening. Our mistake was that this did not occur to us at the time of inspection and we didn’t mention it to you. That was my mistake, but it was the only skylight that would suit your application and therefore, the only skylight that I could have recommend.
During the installation process our installers did mention this issue to you and of course, being in mid-process you and our team wanted to keep moving forward, despite the issue and you happily paid for the job done when it was completed. When you contacted me much later with the questions about removing the blind to be able to access the skylight in case of emergency, I offered to replace the insect screen at my own cost, should that need ever occur. But that was not acceptable to you. You felt that even though this was the skylight that you requested, we should pay for the cost of making a custom screen and application. This issue with the screen would have happened in any case, and yet you felt that we had to pay for this and that’s what I felt was unfair.
Subsequently, I visited your home with the President of Velux to find a solution for this issue. In seeing how you and I could not come to a meeting of the minds, Velux offered to deal with the issue themselves to avoid further conflict.In truth, Velux and Skylights Unlimited have worked together for over 26 years and we have both helped each other in resolutions of such issues. It is unfortunate that you feel I did not fulfill my obligations, but I am glad your problem has been resolved and hope you enjoy the benefits of a well installed Velux skylight. Denis, Skylights Unlimited