In April 2014 I met with a centennial windows sales rep in regards to replacing my front door. The salesman sold us on the lifetime warranty, installers with years experience, and 90 guarantee to be completed. The salesman advised that someone would contact us within a few days about coming to take measurements. A month later we still hadn't heard from centennial. I contacted them, and then they made arrangements for someone to come out a week later, which he did. In July 2014, the month the door was to be finished by the guarantee, I still hadn't heard from centennial. I contacted them numerous times leaving messages with no response. Eventually, I got a hold of someone to complain about the door not being completed in the 90 guaranteed time frame. Staff advised that they didn't know anything about the 90 day guarantee, although it's written right in their contract. I spoke with numerous employees who didn't know anything about the 90 guarantee. Eventually I spoke with the manager who advised that they do not have to complete the work in 90 days, and that the government gives them an additional 120 days to complete the work. Centennial obviously don't take their guartentees seriously. At the end of July 2014 after numerous complaints they advised they would be finally attending to install the door. Two staff members came for installation who couldn't have been older then 19 years old, so much for years of installation experience. Messages were left with our salesman to contact us, which he never did. After the two installers spent the day putting the door in, it turned out that the elipse over my door was not measured properly and they would have to come back to complete. They advised by the end of the week. A week later, I still hadn't heard anything so called them again. I was advised that it would be an additional 2-3 weeks. It's now August 5, 2014 and I contacted centennial windows once again to gets time frame. They advised it will still be an additional 3 weeks. I would highly not recommend cenntennial windows and doors. It's almost been 4 months and my door is still not complete. Staff are unreliable in calling when they say they will and returning phone calls. Who knows how much longer I'll be waiting for my door to be completed. Find some other business for your doors and windows, centennial is expensive and do not take their guartentees seriously.
- Company Response
The entire Centennial team was extremely disappointed with our performance when we read your review. For this to have happened is completely unacceptable and does not reflect the level of customer service we pride ourselves on. We hope that you will accept our sincerest apologies.
Thank you for speaking with us on the phone and for working with us to put an acceptable action plan in motion.
Also, we appreciate you bringing this to our attention so we can provide better customer service in the future.
Please feel free to contact me if there is anything else we can do to improve your experience with Centennial.
Manager of Installation and Customer Service