I had 13 windows and one patio door installed. The product quality is very good, but the installation is terrible. I have one window that leaks water, a window that is not centered in the opening, a window with ugly over lapping metal casing, a window that is not plumbed, crooked metal casing again, damaged fiberglass that they tried t cover up with caulking. Trying to get post sales service is frustrating like hell. The sales person Dimitri claims not to receive my email because of server problem. Mike the installer does not call back, keeps telling me the same line "I will call you next week". I escalated the issues to Phil Warnell the sales/installation manager. It is most frustrating talking to him, he likes to hear the sound of his own voice and babbles non-stop about things that have no logic and relevance. He is a very preemptively defensive man, keeps telling me this horribly long stories about how good his installers are. He does not even attempt to hear my concerns, in fact he would not let me speak, keeps trying to talk over me. I had to scream over his non-stop babble to get his attention. Phil promised to send out the technician, I have been waiting for over 4 months to get someone onsite.
Phil, I took your advice and will post my real name here, so this way you know to contact me back to resolve my concerns. Just schedule the technician for real. This is also to prove you wrong that real people do post their frustrations online and are not anonymous. In fact I will be posting it on my personal blog as well http://www.wiivil.com.
- Company Response
Thank you Andrew for the review. After this posting, we made sure that all the concerns were taken care of. Regrettably sometimes things fall through the cracks or are not managed properly. We have addressed this complaint internally and have put steps in place that it never happens again. In our pursuit of perfection, we will never stop trying to improve until our goal is reached. Andrew was a true gentleman and we thank you for your business.