I hired Fenex to replace all the windows and the front door in my home. At first the sales team was polite, respectful and helpful. They had a beautiful showroom which was impressive compared to some other companies. But it was all smoke and mirrors. After waiting for 9 months to have my windows installed (thanks to covid delays) I was extremely disappointed with the window trim and finishing.
The cuts were messy and lined up poorly and the patching and caulking was so incredibly sloppy it looked like it was done by a toddler. I had to make several requests to have it fixed properly, no less than 5 return visits and failed attempts to address the issue, each time I was told things like "thats just how it is" and "it looks fine to me", "you just need to sand first and then paint over it", "hire a painter to fix it" and then their senior service guy saying wow, "I don't know why they did such a poor job, must have been having a bad day" and "I did the best I could *shrug*". Also, the kitchen window wasn't installed well so there are weird gaps in the corners due to things not being installed straight or level. They tried to fill the gaps with a clumpy mess of caulking.
Finally the Owner, came out with the installation guy, Serge While walking through the issues Serge denied, made excuses and was super rude. He commented on my baseboards not being done (not relevant) and muttered to the owner "you'd think shed be grateful". The Owner agreed with me though and said he'd have it fixed. Two weeks passed and I heard nothing. When I followed up he told me he was sending a separate company to fix it and someone from that company would call. When the new guy came I went over all the issues with him. He made an appointment for one of his guys to come fix all the issues and suggested I have him paint it as well. I agreed to pay the extra money to have the trim painted, while the repairs were being covered by Fenex. However, this person only ended up painting over all the damage, he didn't repair anything. So now the damage will be more difficult to repair.
So after months and months of back and forth, poor communication and unreturned emails, at least 7 return visits to my home by various people, epic levels of disrespect and gaslighting, and extra few hundred dollars out of my pocket, I still have crappy looking trim and an uneven kitchen window and will either have to live with it or pay even more to another contractor to fix it properly. And if it's this bad on the outside I shudder to think if theres more issues lurking behind the trim that I cant see.
Through all of this, not a single apology from Fenex. As a single female homeowner I've grown sick and tired of being treated like garbage by trades people who try to trick me into thinking I'm being unreasonable because "that's just how it is" so they don't have to take responsibility for their poor workmanship.
I wish I had rehired the company that did my basement windows. They did a much better/cleaner job without any of the hassle.
When my flooring job went badly due to an inexperienced crew, the company immediately agreed to pull it all out, fix the issues and replace it at no extra cost to me. No hassle, no back and forth, no denial and gaslighting, just great customer service. Thats how its supposed to be done.