Worst Customer Service EVER!!!
I have left customer service 3 messages in under 10 days with NO response. These messages were regarding our three windows that ALL NEEDED to be replaced due to frost in between window panes (Master bedroom has already been replaced two times), second bedroom needed replaced for the second time and third bedroom needed replaced as when installed the two panes were in different tints! They were to come out and install all of these windows (after waiting almost 10 months) to hear one set was broken from the installer and had to be reordered. It was our decision to wait until the replacement window arrived and have all three installed at once. After leaving THREE messages to try and discuss replacement window ETA etc and never hearing back- we got a generic email at the end of October 2022 stating our replacement window has been ordered and estimated arrival is September 22, 2022 and no that is NOT a typo with those dates!
This is on top of us battling (and again NOT hearing back from a MANAGER) with them regarding our extensive damage to our hardwood floors after a defective garden door was installed (the door alone cost $5,000). I was asked by this manager to get various quotes and once received would be submitted for approval to be paid for the repairs. The quotes were submitted back in February 2022 and have heard NOTHING even after numerous follow up attempts. In addition to this our Mirage screen door was also installed incorrectly and after customer service were unable to reach Mirage, we called the vendor ourselves and easily had a rep come out and provide us a quote for the new insert needed and was also told by THIS SAME MANAGER they would submit that quote for approval to get the work done. This quote was submitted in the spring and I have tried to follow up with NO RESPONSE BACK FROM THE MANAGER! THE ONLY GREAT THING WITH OUR EXPERIENCE IS DEALING WITH JASON ONE OF THEIR INSTALLERS WHO IS AMAZING IN HIS TRADE AND THEY ARE DARN LUCKY TO HAVE HIM AS PART OF THEIR TEAM!!!!
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- Company Response
Hello, we apologize for the ongoing warranty service at your home and for any errors and lack of follow up on our part. Your windows are not Nordik products so we have to order them from the original manufacturer in order to fulfill this warranty service, we apologize for any delays related to the manufacturing of these replacement parts and are doing everything we can to get these as quickly as possible. Any damage caused by Nordik installers while onsite is our responsibility and this will be addressed and resolved. We apologize for any delay or lack of follow up on this matter as this is completely within our control and you deserve to receive better and more transparent service. Thank you for your incredibly kind words for your warranty technician Jason, he is an incredibly valuable member of the Nordik team and will continue to work on your file and be a part of resolving the outstanding issues.