Bought the window at the end of August and was installed at the end of October. Pricing was good, owner polite and respectful, very attentive at explaining the process. There may be a language barrier between Russian, French and English but nothing mature professional adults cannot get over.
The crew showed up as scheduled and was also polite and appeared professional. The installation was done in a timely fashion and appeared to be well done at first glance. I was to be responsible for the finishing inside the house.
Problems appeared when I started to work on the inside frame. The window is close to 5 feet in height and was off vertical level by over 1/2 an inch. Enough for neighbors and visitors to ask "Why is your window crooked?". I called the owner who would not send the crew back. I did not want a fight so, I decided to let it go and live with a crooked window.
After a few days of reflection, I called the owner back and it was agreed that the team would come back but I had to pay an additional installation fee. That fee would be reduced from the original $10 per square feet to $8 per square feet for a total of $320.00.
The crew showed up and appeared to be unhappy with having to return. After a brief discussion on how I should just leave it, the crew conceded and started the work. Their first obstacle was the wiring for the alarm system. Apparently this is unsurmountable. They proceeded to pry the window without removing the outside aluminum flashing. They managed to get the window level on all sides and secured it back into place.
The window is now out of alignment with the house and is off by about 1/2 inch on it's length. They pushed the top in at one end and the bottom out at the other end. All that so they would not have to re-do the outside aluminum flashing. The cost of which is included in the installation fee.
I can live with this as the window is close to 10 feet long and 1/2 inch is less noticeable however was expecting way more from professionals. The initial savings have evaporated in additional fees and frustrations.
I will not use them in the future.
- Company Response
As I noted in our conversation, sometimes you are facing such situation as with this window in you house.
It happens if the wall of the house is not strait (vertical) or original window was not installed according to the level and because of this the existing jambs surrounding the window is also not in the level.
In such case you do not have an ideal way to install new window.
Either you are going to install window according to the level and then you will have a gap between the new window and existing jamb or you will install window adjusting it to existing jumb but then the window will not be in the level.
We installed you window with adjustment to the jumb because othervise with such big size of the window you would have quite big and visible gap between the window frame and jamb inside you house.
You accepted the job, did not express any complains, paid it in full and everything was looking good.
In 5 days you call us with request to come back and reinstall you window according to vertical level even so, as I explain you by phone in such case you will have a quite big gap between window and jamb.
You agreed with this.
You agreed to pay for this re-installation job and I gave you the largest discount I could.
I organized the job to be done immediately at the same day and it was finished this evening.
I am sorry that you are not fully satisfied but onesmore in some cases , like yours, it is no ideal decision to install the window.
Either it will be not in the level or you will have a gap between window and existing jamb.
Any way, thank you for you review, it is very helpful and will help us in the future to avoid such situations explaining to customer in advance very carefully and in details both choices he has to install such window.
Owner - General Manager