Built a new house in 2018. Used a reputable general contractor (who did a great job). I wanted good quality windows and doors, but because of the size of our job (25 windows, 2 triple sliding doors, 1 entry door) I was looking for a mid-range priced product to fit my budget. Ostaco was one of the options suggested to me as a good mid-range product. The build was finished in August 2018. I had one issue immediately which was that a lot of the metal crank handles on the windows were cracking. Ostaco's service tech John came out and replaced all of them, and he also found some other issues that I wasn't even aware of (missing components on the front door). As a customer, this was a good experience. Then in the fall, I noticed leaves, pine needles, and other debris on the kitchen floor which was odd because all doors and windows had been closed. Upon closer inspection, discovered that the door when closed had a 1" opening to the outside because it was missing some components (impervious block and dust pad). The opening is large enough for leaves and debris from outside to blow into the house, along with cold air. A mouse can easily squeeze in through a 1" opening. I reported the problem on Dec 5th. Their customer service manager said on Dec 6th that a service call might not be possible this month. On Dec 20, I hadn't received any update from Ostaco, so I followed up with the customer service manager again, and was told that a service call hadn't been scheduled yet and was unlikely to happen until late January. Making a customer wait for 1-2 months in the winter time to fix a door that leaves a 1" opening to the outside when the door is closed is simply unacceptable.
- Company Response
Hello Rob S., what differentiates Ostaco from other companies is our commitment to customer service. I appreciate that you state that the initial experience was positive, and it is unfortunate that our service tech was booked for the remainder of December. Please e-mail email@example.com with your availability on December 26, 27, 28 and we will be certain to get someone out to have a look at your door before the year ends. Happy holidays from Ostaco customer service.