Very pleased with windows and installation, however, we noticed that the kick-lock on the patio door was defective. We reported it, sent a video demonstrating that it didnt work (wouldnt engage). After following up from my original telephone report and email, I received a call from a service technician (Alan ??) who talked over me, wouldnt listen to me, patronized me and dismissed me. I told him I didnt appreciate his tone, lack of understanding and felt he was a poor communicator. I simply asked that the lock be replaced. The door was brand new and the lock had never been used. He told me hed order the lock and call to arrange installation. That was weeks ago. After several telephone calls and emails I was finally able to connect with someone. I expressed my displeasure on the lack of attention and felt that the man I spoke to was purposely delaying the replacement because he wasnt pleased with the way I called him out on his customer service and communication skills. Within half hour I received a call booking the installation for Saturday (today is Wednesday). Clearly the kick lock was in stock but no one called to initiate an appointment. Again, we are pleased with the windows and the awesome installation team BUT caution on the post-installation service if you have any issues.
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- Company Response
Thank you for taking the time to share your experience. We are sorry if you had a negative experience with one of our team members, it's never our intention. It's worth noting that our office has tried to reach you prior to you setting up your service and the delay was not due to the team member but to our supplier being out of stock. Regardless, we appreciate the review, it will allow our team to get better in the future!