We had two windows and a patio door replaced in 2016. The quality of the windows was good upon initial installation, however the vinyl from the patio door frame has been coming detached. Contacted the company in mid-December and they have yet to address the issue. Correspondence from the company has been nearly nonexistent. The problem continues to become worse. Also during installation the installers damaged the window and patio door sills, claiming that they were only cement and easily damageable. If the installers knew that the window sills were easily damageable, they did not take any steps to protect the window sills during installation.
- Company Response
Firstly I would like to thank you for taking the time to advise of your recent purchase. It is only through feedback such as yours that we are able to maintain and indeed, where necessary, improve upon the service that we provide our valued customers.
I was very disappointed to read of your experience with our post sale customer service. I certainly empathize regarding the points you mention in your review, especially the alleged damage done to your concrete sills. It must be said that ownership made several visits with different concrete grouts and compounds to rectify the issue at the time, but each to no avail. It then became apparent that financial compensation was being sought after from the very start. While we sympathize with the fact that periodically during installations minor blemishes do occur, they are always repaired or replaced and many times in better condition than before.
We had now exhausted all options to repair the concrete sills short of replacing them, which by any observation was not warranted or needed. The customer in turn self compensated a significant portion of the balance owing, leaving there account unpaid. Our warranty clearly states that each account must be in good standing, in order for us to issue any warranty services. This was an unfortunate experience and we wish you luck in your future projects.