OKLAHOMA CITY, OKLAHOMA -- We had windows original to the house (1982) and decided that the curtains blowing inside on a windy day was a bad thing. We got estimates from a few companies. They ranged from $18,000-$3,000, needless to say the $18,000 was a no go. We decided to go with window world even though they were not the cheapest. The sales person was not all that great. I frustrated him because I did my research and knew what I wanted.
After 6 weeks my windows finally came in. I had 8 windows but because the opening on one was so big they had to make it into 2 windows. The first scheduled date for install was cancelled because it was too cold and my house has half of the windows in stone and the mortar won't set in temps below 32 degrees. The second install day came up and the temp was only 34 degrees but they decided to roll with it. They were supposed to show up between 8-9 am. At 9:30 I called and was told they were about to leave. Then I called again at 11:00 and was told they were about 30 minutes away even though my house is less than an hour from their wear house.
They finally showed up at 12:30. They told me they should be able to get most of the way done in the 5 hours they had. They got 2 windows out and 2 placed and foamed around the edges. I told them they could be at my house at 7 the next morning to start working. They showed up at 8:30. They told me that their trailer with my windows in it fell off while driving down the highway. At 12:00 they had removed one more window and installed the interior trim on 2.
I was quite ticked off and told them I could not miss anymore work. They decided to work outside and get it all buttoned up. That didn't happen. When I got home it was half done and looked like crap. They set a 3rd day to work on my house. I told them I would not allow the first 2 installers back in my property. They sent 2 new guys that were able to do the next 5 windows in 4 hours. So if you get the Pete and chad I'm sorry. Chad seemed like a smart guy, he was the helper so he couldn't take charge. But Pete is a moron, send them away and ask for a different group of installers.
With this company the right hand does not know what the left is doing. I had a $35 balance left to make to conclude my business with this company. I was told not to worry about it they would write it off because of the hassle I went through. That was the least they could do after I took 3 days off. Then I get a bill in the mail for the $35, I call and had to talk to 3 people to get it taken care of. The manager Scott is a moron and after meeting him and talking to him I am not impressed. He kept saying "we will make it right, you have my word." Well his word is crap! Do not use this company, you will regret it.
CHANTILLY, VIRGINIA -- I hired Window World to do a complete replacement of the exterior of my 3000 sq foot home (roof, siding, gutters). Sales negotiations went well and our sales representative was always responsive. However installation and project management were terrible. The installation crew was unprofessional, had little knowledge of the product being installed and even attempted to fabricate makeshift materials when they ran out of supplies.
The roofing crew showed up on site without an air compressor and had to borrow my unit for a day. On another day the siding guys did not have a saw and again asked to borrow my tools to complete their work. Several days the workers were on site without a work truck containing necessary tools. Countless calls were made to Window World DC to have a representative come out and oversee their subcontractors. It wasn't until the project was nearly complete that the installation manager stopped by the site. At that point the job had been overdue by almost a full week and most of the work was complete.
A daily mess was left and at one point the workers even used my grill cover as a tarp to cover the air conditioning unit. 6 months after the installation I am still finding problems and have had Window World DC cancel on me twice the day before they were due after committing to the date to complete the repairs. While in my attic I noticed that the professional roofers had roofed over a 4" hole in the plywood and the siding team had placed siding over missing sheathing on the gables on the house. House wrap and step flashing were visible from inside the attic.
The attractive price was not worth the horrible experience that I have had. Here is a quote from the latest email with Window World DC on rescheduling. Apparently if they do the work for you ensure that it will be done by ** as he is the only worker available to do quality work.
From Install Manager **: "We as a company want/need ** to be the one to do the repairs at your house since he knows exactly what is needed to be done and to make sure the quality of work is top notch. I could get another crew, but we would not trust that everything would come to meet your/our standards."
All issues from the original installation were finally corrected though it took several months to complete.
I hired window world to do a complete replacement of the exterior of my 3000sq foot home (roof, siding, gutters). Sales negotiations went well and our sales rep was always responsive. However installation and project management were terrible. The installation crew was unprofessional, had little knowledge of the product being installed and even attempted to fabricate makeshift materials when they ran out of supplies.
The roofing crew showed up on site without an air compressor and had to borrow my unit for a day. On another day the siding guys did not have a saw and again asked to borrow my tools to complete their work. Several days the workers were on site without a work truck containing necessary tools. Countless calls were made to window world DC to have a representative come out and oversee their subcontractors. It wasn't until the project was nearly complete that the installation manager stopped by the site. At that point the job had been overdue by almost a full week and most of the work was complete. There are too many details to list everything that went wrong.
PENSACOLA, FLORIDA -- Approximately 1 month ago, March 21st, 2014, a Window World representative from the Pensacola, Fl store came to our house after we requested a quote for all new windows (will be about 25 in all). He spent about an hour and a half at our house. He told us that he would get us a quote in about a week (we have some unique windows he has to figure out) so I figured that was about right. The following Friday my wife receives a call from Window World's quality assurance office (or something like that) asking if we were going to purchase from them. My wife told them that we are not sure because we hadn't received a quote yet.
The representative told my wife that she would get on that right away. Fast forward to Tuesday, 15 April, 2014 still no word from anybody at Window World. My wife even e-mailed and left text messages for the man who came out to measure them and he has not responded. This is kind of weird because he was a very nice and knowledgeable person and we were excited about getting new windows. On 15 April I e-mailed the office in Orlando Florida and stated that I was not happy with not receiving any response from Window World.
I explained all of the above to him and also said that if I did not hear back from him that I would e-mail the corporate office, this was Tuesday night at 8 p. m., I received a response within 5 minutes from a ** in Orlando asking that I please give him a call so he can look into this issue and said thanks for my patience. I did not call that night because I was at the bowling alley. I phoned him the next morning at 11:30 a. m. His secretary said he was not in yet and asked if I wanted to be sent to his voicemail. I said yes and I left a message to please call me with my cell and office number.
Tomorrow will be a week and still have not heard from him. Friday night I e-mailed the corporate office in North Carolina, again explaining the above and also asked if this is Window World's standard operating procedure (not calling back customers) told them I would never buy from them and that I would not refer them to any of my friends and acquaintances. I also said that I was going to start leaving negative comments as well but was giving them an opportunity to rectify the situation. Well, I've still heard nothing.
Window World, what is your problem? If my house is too much of a hassle to put in new windows all you have to do is say so. Not returning calls or e-mails is pretty [upsetting]!!! I would have been spending quite a bit of money on you. Oh yeah, I just remembered, the rep who came to my house was also going to have their vinyl siding person get a hold of me. Well guess what?? They've never called either. So I guess what I really need to say is that this is one unprofessional company and I'm really surprised they are even in business!!!
MIDLOTHIAN, VIRGINIA -- Called Window World to replace broken double glass panel in an existing window and wrap frame with aluminum. The intent was made clear to the salesman. When the window arrived, it was in a frame which made it 30% smaller than the original window, and there was a large space on both sides of the frame. I now have a window and frame inside of what originally was a larger window. Upon complaint, company representative claimed this is what they do. Manager was contacted and claimed he would look at the job, but we never heard back from him. Office staff was abusive when we called to complain. I would not recommend this company.
PHOENIX, ARIZONA -- I had used Window World for a house I owned in 2009 with great results. I recently sold that house and moved into a new one (early 2016) that needed new windows and went with Window World since I had a nice experience with them previously. Ugh, big mistake. The actual windows themselves are fine, but the service was so horrible it would have been comical if I didn't have to deal with the results and the continual follow-up in an attempt to fix my issues.
First off, the salesperson made a mistake on the order and I ended up with only one privacy frosted window when I actually ordered two privacy frosted windows. I tried to remedy this issue, but really I didn't want them to remove the clear window and install a frosted window because they had caused property damage with other windows and I didn't want to risk more damage. Also, the company refused to acknowledge the mistake, they explained to me how I had "changed my mind" or maybe my husband changed the order (I'm not married, I was the only one dealing with the company, and my name was the only name on the documents).
I also didn't want to wait another 7 weeks to have a new window manufactured and invite not so great characters into my home for yet another uncomfortable installation. There were two guys that came to remove/install the windows, one guy was okay but missing most of the day because he was at home improvement stores looking for tiles to replace the ones that were broken when removing my old patio door to install the new one. The other guy was swearing and yelling and just generally making comments about how unhappy he was about doing this work - how uncomfortable and potentially dangerous!
When I brought this up to manager he said that he knows the guys on my job and they never use that kind of language, but he's not saying he doesn't believe me. Sure. I'm not even sure they know who they send out on the jobs anyway because my form had whiteout over the installer's name with a name written over it, but that name wasn't the name of either of the guys that were there!
As soon as they had left after the installation I knew I would need to call someone to come back because the caulking was done in a rush and had huge gaps that should have been filled. I didn't feel comfortable bringing it up at the time because the one guy seemed so angry and potentially dangerous. When I called and asked for someone different to be sent out to re-do the caulking (and air my other complaints), they did not seem to think any of my issues were valid, did not provide me with solutions, and they sent the same guy from the installation.
Even the second time around the guy still missed spots in the caulking and was in an incredible hurry. It's hard to get anything done when the company just doesn't want to acknowledge any issues. Hopefully I don't have to use the lifetime warranty for any reason, I can only imagine the fight I'd have to go through to get warranty service.
HOUSTON, TX -- Window World of Houston, 713-439-1172 10540 Bissonnet St., Houston 77099 https://www.windowworldHouston.com/about/customer-service/. January 30, 2019. Installation crew broke every pane of glass into my house; therefore, glass was everywhere! On bed covers, floors, furniture, EVERYTHING!!! This was TOTALLY UNCALLED FOR! We have found glass shards in a couch that is 8 feet away from the windows. The bed covers were full of glass shards. One bathroom sink was plugged up with putty, this sink is in a separate room from the window over the toilet.
The installation crew BROKE every window WITHOUT EYE PROTECTION and shattered glass went everywhere. The wind was blowing and it was 40 degrees the morning of installation. They took every window out before they started installing new ones. Therefore, not only glass, but leaves and dirt were blowing everywhere in the house. The tarps they laid under the windows did no good. Two of them were left here, full of glass. This should have been explained to us before the work was to be done at the time the contract was signed, and someone from Window World should have been present to see how their contractors were working.
During the installation, I called WW and asked for a supervisor. After I talked to him, he asked to speak to the installer. Nothing was done as a result of this phone call At least one window has an air leak. This needs to be inspected by a supervisor immediately. I called and talked to David **, **. He did nothing to resolve the installation issues or the leaking window. He said about the installation “This is not Window World's brand.” I asked him for a clarification and did not get it. I still don't know what that means. I emailed an invoice to ** for the cleaning of $405.00. It took two weeks to process this and I had to call and remind them.
“Andrew”, 832-712-2996, called to say he was coming out Thursday, Feb 21 afternoon. I asked him for his last name and he refused to give it to me. I told him he could not come to my house if he wouldn't even give me his last name. Any person that does not tell their name must not be proud of his work. Next, Ernest **, **, called me. He is supposed to call me back in the morning (Friday) and tell me what time and who is coming to inspect the windows. James ** came out Friday, 2/22/2019 to inspect windows. He was very nice and understanding that I was upset. HORRIBLE INSTALLATION PROCEDURE. What a shoddy way to run a business.
3/6/2019 SUBMITTED to www.windowworldofHouston.com. Hmm. We're having trouble finding that site. We can't connect to the server at www.windowworldHouston.com. 10/17/2019: Requested morning, Thurs Oct 17, person called, said they'd be here 1:30 -2 pm. DID NOT SHOW) 10/21/19 Drew service tech 713-439-1172: Window in breakfast nook; Windows leaking dust – see pictures and notes in WW folder. Drew ordered the ‘sash' for one window.
11/19/19: Alex Young called, could not find the ‘sash' for the window that was ordered by Drew (who no longer works there) on 10/21/19. He will order and keep looking, he will reschedule. 12/3/19 12:21 pm receptionist said she talked to Alex and he will call me back after he comes in from the field and finds the order. 12/11/2019: emailed Field Supervisor David Mount. His answer: Thank you for bringing this to my attention. I'm not familiar with your concern; however, there is a bottom sash that has been ordered for you and will be shipped out on 12/16/2019. Your account is in service status. Alex is the best to follow up with you. So, the Field Supervisor doesn't care, obviously.
HUNTSVILLE, ALABAMA -- I live in north Alabama and on July 13 I signed a contract to have window world install windows.
On 9/27 the crew arrived at 9:30 to install the windows (14 of Them) they said it would be 1 day to be finished, they left at 2:30 and stated they would be back the next day to finish should take 3-4 hours. On 9/28 returned to finish, I stated several times that I had paid for some rotten wood to be replaced. The crew said they would fix it what should have been 3-4 hours ended up being 6.5 hours.
After they left I noticed that some of the windows had not been completed, windows had not been wrapped and the rotten wood had not been replaced just covered up and they had broken the seal in my daughters room and try to cover it up. On 10/1 and 10/2 called my sales person to ask her who I need to contact about this. She never contacted me.
ON 10/4 contacted window world the lady said a PM would come look at it on 10/5, PM arrived on 10/5 and said windows were not done right and that the rotten wood will be patched I stated to him I paid to have the rotten wood replaced not patched.PM stated that he would contact me on 10/15 to reschedule someone to correct the problem well I didn't get a call, so on 10/23 I called and the PM said they didn't have me on schedule he would get someone to contact me. 10/25 Window world called to confirm a time of 11 am on 10/31, so on 10/30 WW called said the time would be between 2-4 On 10/31. (I have kids who wanted to go Trick-or Treating ) not watch window world put in windows, so I rescheduled first stop 11/2 that morning, on 11/1 WW called to say that now the crew would Be at my house between 10 and 2 well I sat around all day waiting no one showed up or called to say they were not coming.
On Saturday 11/3 at 8:15 while on the way to my daughters ball game WW called said they are coming to put the windows in. I explained that the rotten wood need to be replaced the installer stated He would patch it I said that is not what I paid for. When I returned home the crew said it would take 3-4 hours to fix ( and it being My anniversary ) I thought it would be ok, But 9.5 hours later they finished, so the plains I had with my wife had to be cancelled. This morning I called the AR Department and Spoke with Kasey she said that she would knock off $150 but she would not do anymore.
I ask for her boss to escalate my dissatisfaction and she refused to give me his number said she would pass my info on to him, but that she was the highest person I could go to for any type of discount
HICKORY, NORTH CAROLINA -- I would like to relay my experience with Window World of Hickory, NC. My wife and I had single pane windows, gutter rot, etc. in an older home and we needed some renovations done pretty badly to our home built in 1962. At the time, I was in Grad school while working full-time and my wife is a teacher who stays constantly busy taking our son to wrestling and football practices, tournaments, games, etc. We are the typical busy American household which left little time for DIY renovation. After researching windows online and asking around, an employee of mine had been a sales representative for Window World before and relayed that the windows and products used there were really good but the Hickory, N.C. office was not ran very well so to beware.
I then proceeded to search their reviews online and even came across a warning on their Facebook page stating that they had hired window world to do gutters and they were installed incorrectly causing the water to run between the gutter and fascia and they had tried with constant failure to get the company to come fix the gutter installation. I gave the benefit of doubt that this may be a one off and allowed the company to come quote me anyway. The owner of the local franchise, Brian Rose came out and was literally one of the nicest guys we ever met. Not pushy at all, guaranteed the product and offered us a price extremely competitive with buying the windows ourselves and hiring contractors to take care of all our needs. The lifetime warranty and local one stop shop (in regards to our needs), of the company were the primary factors that led us to buy $13,241.00 worth of windows, gutters, fascia, soffit, and labor from the company. We signed for this on October 11, 2017 with an estimated completion time of mid-December, 2017.
In mid-December, I called as I had received no communication from the company to inquire about the status of our installation as not one crew had begun work. My answer was that the material was delayed due to tornado damage in the area in late October, 2017. Very understandable! I was told I would receive a call within the next 2 weeks to set up installation as the material would be in. We waited for several weeks and received no calls, emails, NOTHING. At this point, I had already given them $6,545.00 and I had other workers beginning to build a deck on the back of my house attached to a 2 story garage and their instruction was to hold off until the Window World project was complete. Beginning of January, 2018, I called again to get a status update and was told that the items were still not there and they apologized but they would be in touch with me. After this, I advised my other workers to begin construction of the deck and building because they were giving me a discounted rate on labor due to off season and slow work.
During the initial sales call, Brian and I had decided and set in concrete that replacing the gutters prior to the windows so that no accidental damage would happen to the new windows during gutter, fascia, and soffit replacement. I received a call early February that the windows had arrived and he had to get them out ASAP because they were taking up too much room in his warehouse so could I please allow an installer to come out that Saturday. Aside from our agreement that other work would be done first, We were just happy to get the ball rolling. On February 10th, 2018, the window installation crew came out to do the windows. They were here early, very polite and hard working. They replaced all 24 windows in one day and we felt a huge relief to finally begin seeing the fruits of our investment. The installer noticed that one of the windows screens had a rip in it and he did not have the screen to replace it at the time on his vehicle but he would come out later and replace that screen. Very nice guy and still think highly of his crew aside from the fact that they did leave quite a few nails and screws laying around the house. (Not good with a child, 2 dogs, and wife who likes to walk barefoot across our property). We noticed immediately that the windows were much better than the old single panes as the temperature in the house was more stable and the noise reduction from the nearby highway was reduced significantly.
The following weekend, the fascia and soffit replacement crew showed up and began tearing everything apart. Part of the contract was for our aluminum awnings to be removed and rehung so that the company could perform their work. They did not have enough manpower, so I ended up paying my deck contractors to assist them in taking down the awning since it was so long and awkward. They finished in two days. (This crew left a substantial amount of nails in our yard and driveway. So much that, that evening we went to Lowes to buy magnets to sweep our driveways and yard. We filled a flower planter full of nails).The Soffit and fascia that was to be done aside from the addition to the house was complete. The fascia crew stated that they would leave the awnings on the ground until the gutter crew was complete the following weekend then they would come back out and rehang them immediately. This actually worked in my favor as I had been wanting to pressure wash them and re-paint them for some time. That week, I went to Home Depot and bought 150 dollars in spray paint and spent the week prepping the metal and painting.
The gutter crew came out and gutters were hung in early March for the existing structure (Once again, we found nails and screws all over our property). Unfortunately, one of the down-spouts was hung in a different location while other downspouts we paid for were not installed that we had paid for. The down spout that was hung back in the wrong location prevented the awnings from being rehung, therefore the awnings continued to lay on the grass. The gutter installer stated he would be back the following day and we never received a phone call. We called in again to be told that one of the gutter installers had called out and that's why he did not show back up but they would contact him and let us know something. A week passed and we heard nothing. We called again to find that the gutter crew was on vacation. We exclaimed the awning were killing our grass and that the newly painted awnings were getting mud stained from the rain and since they were upside down, the steel frames that I had worked so hard prepping were starting to bleed a little rust back through the paint. They reassured us that as soon as the installer got back that he would come fix the spout. The following week, the gutter crew came to fix the location of the down spout. This was around the end of March.
By now, the grass in our yard under the awnings is dead and the new paint and hard work on awnings was ruined by mud and rust to the underside frame from rain damage. We then attempt to get the fascia crew back out to please hang awnings. At the time, they were on another job and tried to schedule coming out the following week. It was not until mid-April that the awnings were rehung. That evening was repulsive as we come home to see the awnings hung warped, bent, and of the utmost unprofessional quality one can expect. We actually had three awnings total to begin with but after seeing the quality of work, we decided against allowing them to touch the last one and hung it on my wife's parents back porch more effectively with no experience than a group of men who are supposed to be professionals. Keep in mind, my wife is 115 lbs and we did it by ourselves. Between the gutters being complete on the primary structure and the awnings being rehung, I did notice that the bathroom fan exhaust that was attached to the old soffit was not transferred to the new soffit and the installers actually left my exhaust flex pipe laying in my attic pushing all moisture into my attic. NOT GOOD!
Now, the addition to our house was well on the way and we had decided that we were going to extend our roof over our deck and attach it to our 2 story garage which all would need soffit and gutters. We realized this in February and began calling attempting to add more soffit and gutter to the order. Brian had become pretty ill (sick) and could not come out so they were to send Daniel, another rep, out to get the details to be added to the order. It was not until April 4th that Brian Rose came back to our home to add to the order. This was just weeks after he had underwent surgery and radiation. So we added another $2,728.00 to the order. After all the complications, we highly considered not using them but at this point, we wanted the same material to be used for soffit and guttering for standardization.
The addition was complete on April 13th and ready for gutters, soffit, and fascia. Brian knew this when we ordered the extra material and he stated this was common material kept in stock so having it ready upon completion would not be an issue. The Soffit and fascia were installed within a week (this crew actually dismantled parts of the 2 story garage I had paid 20k for and threw it in a burnpile we had by the construction site) but the gutters were not installed until May (Both times leaving nails and screws in my driveway again). This was right in the middle of rain season and almost daily I was wet vacuuming my carport to keep the water off the wood framed base of my new garage. I called in multiple times begging for the gutters over this period stating the water was overflowing to no avail. I eventually came outside in the middle of one bad rain storm with a matic and had to dig ditches through my yard to divert the water from puddling up in my carport (I was a soaking wet-muddy mess).
Once the “bulk of the work” was complete in early May, we noticed that the fascia crew had actually ripped another one of the screens which happens to be the one right in front of “her” kitchen window in addition to the other ripped screen, the bathroom fan exhaust that was disposed of, the missing downspouts, water overflow due to non-installation of an overflow guard which was requested, leaking gutter joints, warped and bent awnings, a cut dogwood tree, dead grass, wasted time and money on prep and painting the awnings, multiple missed days of work, numerous phone calls with no responses, etc. We then attempt to convince Window World that the awnings need to be fixed, screens replaced as stated, exhaust vent replaced, gutter fixed to compensate for water leakage and overflow. Brian came out to meet my wife so she could vent a little to him as I was exhausted at this point with dealing with the company as I had just graduated with my masters, my workload at my job was overbearing and I could not miss anymore time. She was reassured that she would be contacted in regards to having screens replaced, exhaust fan replaced, awnings and gutters fixed. He did mention at this time that the awnings were kind of old to begin with and that he was thinking of buying an awning company and that he would sale us awnings at his cost, HA!
That week, the gutter crew came out to re-seal the gutter joints and install the missing down spouts. They only had enough material to do one of the paid for spouts and did not install an overflow guard. More calls and several weeks later, they come back and I take off work again to be here to insure they finish the work. They did install the final down spout and re-sealed the gutter joints stating they were not sealed good and they had to adjust the angle given the gutters were not plumbed accurately causing the water to puddle in the gutters. They also cut a piece of tin and screwed it to the problem area of overflow stating they did not have the right thing at the time but that piece of tin should suffice as it was basically the same thing. I did not feel comfortable with accepting rigged guttering given I had paid top dollar for what is supposedly top notch material but I knew the installers were hot on the roof and it was late so I gave them some bottles of cold water and sent them on their way. The next day we had a rain storm and immediately noticed that the overflow guard would not suffice as it barely reduced the rate of overflow.
That evening we tried calling to inform them that the make shift guard was not working and to try and get an update on all the other work. For several days we tried calling and received nothing but we will be in touch. Around a week later, we finally reached Brian and he stated that he would be sending the window crew out to fix screens and he would get with us on fixing the other issues. In the mean time, we were still so dissatisfied with the awnings that we decided to have a local awning company come give us a quote on just replacing our awnings. They quoted us at $4,400.00 to replace the awnings and were appalled at the damage to our vintage awnings which are no longer made nor can be fixed, and the unprofessional work of Window World. He stated that he had been in the awning business for over 30 years and had never seen awnings done so poorly and that these could not be repaired.
We have not, since mid-May had anyone else come to our home to fix any of the other issues, no one has returned our calls, apologized, NOTHING! We still owe the company over a thousand dollars and they have not even called about their money. No one has offered any solutions or reconciliation for the lost time at work, dead grass, ruined awnings, ripped screens, exhaust fan that is still pumping moisture into my attic, cut dogwood, failed makeshift overflow guard, etc. We literally signed on October 11th, 2017. This project has been going on for nearly ten months and our estimated completion time was 8 months ago. WOW! We literally have lost faith that this company will try to help us any further without us riding them consistently. Initially, we were so happy with Brian Rose that we referred a friend who spent thousands there as well and he too has been waiting and waiting. I feel ashamed to have referred such a company to a friend. Unfortunately, I will no longer be referring anyone due to the extreme dissatisfaction we have experienced.
WINCHESTER, VIRGINIA -- Worst customer service I have ever experienced, ridiculous amount of mistakes and poor unaccountable management!!! We were looking for just new siding for our recently purchased house, but were also talked into a new front door and soffit vents surrounding the home by our sales representative Cameron, who was great! We signed the contract back in the first week of April. We were told that it would be about 3 weeks for the materials to come in and that it would take about 2-5 days to complete the installation depending on weather.
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We were called on two different occasions in May and informed that our windows were in and ready to be installed, which we then had to inform them that we didn't order any windows, just to be told that they made a mistake and our materials weren't in yet. After several angry phone calls, we were told in the beginning of June that our materials should be coming in soon but that they wouldn't be able to “fit us in” for installation for several weeks. Completely unacceptable. After more angry phone calls, they agreed to fit us in sooner and told us they would be delivering the materials on a particular mid-week work-day and that we would need to be there the next day [also a work-day] for the door installation. My husband had to juggle many things around to get the first installation day off from work so he would be here for the door installation. The delivery day came along and the company did not call us until that afternoon informing us that they actually decided not to deliver any of the materials, and thus would not be starting the next day and not until sometime the next week. Extremely unprofessional.
Finally the materials were delivered on Friday June 17th and we were told that we had booked Saturday June 18th through the beginning of the next week for installation. Everything went well on Saturday during the tear-down process [except they left nails all over our yard and dust all over the back porch] and then Sunday came around and they didn't even show up. On Monday they put up the siding on the back of the house and the soffit vents but didn't even wrap the underlying wood on the front. For a section of siding the workers hit through the wall and we now have cracks on the inside of the house and small sections of the drywall broken off. Upon inspection, the siding was the completely wrong color, we ordered Tuscan Clay and they put up Monterey Sand. Then for the vents they had actually only nailed the soffit vents directly onto the existing wood. We called to complain yet again and our sales rep.'s manager, Henry Valle, called us back and had the nerve to tell us that it was not their responsibility because it is their protocol to only nail vents to existing material unless we tell them otherwise. The only reason we splurged for the vents was because we were told that it was standard for them to remove all the wood and then replace with the soffit vents to maximize ventilation, so someone is lying. The manager informed us that either way they wouldn't remove the entire wood, but they would remove the soffit vents, drill holes in the existing wood, and then reinstall the soffit vents and would send us pictures of each side of the house during this process since we wouldn't be able to visually confirm they went back to drill the holes since we'd be at work. In addition, the manager ensured us that the workers would wrap the front of the house first thing Tuesday morning because it was calling for storms that afternoon. I go home Tuesday afternoon and the workers were once again a no show and the front of the house still only has the wood showing, which is now completely wet from the storm so hopefully it won't mold!! The workers also broke a window in our driveway so now we can't park in it because there are chunks of glass everywhere.
Eventually all the work was completed on the 29th [wrong color and all] and we were offered a 1.8% discount for the inconveniences ONLY if we decided to keep the incorrect siding, or they would offer no discount to replace with the correct color siding but it would take up to 6 months for the replacement. Pathetic. They then tried to offer a higher discount if we agreed to let them remove the lifetime guarantee on the products [which is promised to every customer on every product] so they wouldn't have to deal with us or most likely their poor product/installation in the future. After more negotiation they finally splurged and agreed to give us a 5% discount and we kept the guarantee!!! WOW!! We told them that we were willing to sign the final contract agreeing that the work was completed properly with the 5% discount once we received the promised photos of the proper soffit vent/venting holes. However, as of Thursday June 30 we were still not provided any photo proof which we were promised from the side or the back of the house showing that they removed the soffits, added the venting holes, and reinstalled the soffits, which was completed a week prior. The manager then began to bully and guilt us into signing the final contract without the necessary photo proof saying how him not being able to provide us the proof we had both agreed upon should not delay us paying them, that we should have empathy for the workers and their families, that he had fought to get us a great discount [?!?], and that we should be able to take the manager at his word…. because it had been so trustworthy up to that point! A day later when we still hadn't signed the contract the manager finally admitted that they didn't take any photos of the side and rear soffits where they promised to remove, drill holes and replace. Which most likely means that it didn't actually happen. In addition, this whole time we had repeatedly asked to talk with the owner Greg due to the managers poor customer service, and as of July 5, he still hasn't called us.
As I said, worst customer service!!!!
SARASOTA, FLORIDA -- They left a mess around the house. The chalking was very sloppy and collects dust. They couldn't get parts to finish the job. They sent one person to finish it without the proper parts. They took months to respond. I had to call them over and over again. They were in and out quickly but just could not finish the details right.