6 month delay on windows, then company cancels my order
I will let readers judge the "service" that I received from this company.
When the salesman first came out he was all friendly and smiles and due to reviews and their good reputation, I placed an order for $12000 worth of windows and doors for a siding and window renovation project and was assured multiple times by the salesman that they had a 6-8 week turnaround. Accordingly, I make arrangements with my contractors. About 2 months later, I get an email saying that the window glazes would have to be a different type to suit city bylaws. That's fine, but now they push the delivery date to 7-9 weeks from this point!
My contractor and I try and get answers and receive no calls back or emails from them for two further weeks!
Then I receive an email pushing the delivery date back a further 8 weeks on top of that! Basically to 6 months from when I had put down my deposit. No explanation offered, nor apology, nor offer of compensation.
Obviously, we are pretty upset by this, and the MOST bizarre thing happens the next day. I get an email saying they are going to refund me and don't want my business.
This is an absolutely true story....so yeah, pretty much I would never ever recommend them and am still considering my legal options.
- Approximate cost of services:
- $12,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Thank you for taking the time to tell us about your experience. It was not our intention to under communicate with you throughout the process and have taken this matter seriously as we take pride in our local manufacturing and dedication to quality products and services. As you mentioned, the change in glazing would have been to ensure that your windows met city bylaws or code standards. It would have been irresponsible for us to provide windows that would not meet these standards.
We understand your frustrations and concerns and your experience with us was not as expected. The delays in your window order were due to a number of factors and we are sorry you feel you were not being heard and we understand how frustrating delays can be. We are concerned that you did not feel our communication on your order was satisfactory and will be investigating how we could have served you better in this area. We are sorry that our relationship with you had to come to a close as it did but due to factors with your order we felt this was the best course of action for both you and us. Your feedback is valuable to us and we wish you the best with your new construction project.
Thanks, Candice – Customer Care Supervisor