We hired Consumer's Choice to replace all the windows in our home and were pretty happy with the job they did. The price was reasonable and the windows looked nice.
The only issue we had was that almost all of the window frames were left with many unfilled nail holes. The workers explained to my wife that this was not part of the job, which I was surprised at but took at face value. This started to nag at me after a while, however I felt that too much time had passed and I would eventually need to do this myself.
Fast forward 3-4 years later. This was a job I just never got around to, and when we decided to replace our back patio door, I asked the salesman, Peter, about this. He said that this absolutely should have been done when the windows were installed. We agreed to have our door replaced by Consumers Choice and Peter promised that the installers would also fill the nail holes the same day.
Unfortunately, when the installers arrived they were unable to also fill the nail holes as this was not on the work order, nor did they have the materials with them to do the job. The door was well installed and looks good, however the original job was still not completed after two visits.
We followed up with Peter and he assured us he would have this resolved. After many calls back and forth Peter let me know that Consumers Choice would only do this for an additional $65 charge. After spending many thousands of dollars and being promised this would be remedied for no additional cost, this was a major disappointment. Peter apparently tried his best, but nobody would help. My calls to customer service went unanswered, and in my last call to Peter I let him know that if this wasn't resolved by the end of the week, this would be reflected in my Home Stars review. I didn't get a call back, so I guess they don't care.
I take partial blame for not following up on this sooner. Consumers Choice did have two opportunities to finish this job (originally with the window install, then with the door install), and despite many promises to do this, it was never completed. Instead, I had to spend my own time filling and sanding over 100 holes. It may be considered minor, but it is the principle of the matter. The job wasn't finished to satisfaction and was never remedied when they had multiple chances.
Overall, their work is good, but their customer service and trustworthiness is not so good, with an unfinished job and unfulfilled promises.
*** Update: I was pleasantly surprised to get a call from Stan, one of the owners, who listened to my concerns and did everything he could make up for the previous errors. He offered to fill in all the nail holes, however since I had already done so, he gave me a credit on my Visa for the equivalent charge for this service. This is a company that takes customer service seriously and aims to rectify problems once they are known. Unfortunately, the salesperson had not communicated everything that was discussed, but the owner made things right.
After this more recent experience, I would recommend Consumers Choice and would hire them again. I would just be sure to escalate any issues up to Stan, as he definitely wants to ensure his customers are fully satisfied.
- Approximate cost of services:
- $8,000.00
- Company Response
Thank you, Joe, for your review.
We are quite pleased that you are very satisfied with the windows that we installed for you approximately 4 years ago, with the exception of the nail holes in your new wood casing trim that were not filled in.
As per our recent telephone conversation, this was not reported to Consumer's Choice until recently. You also confirmed that you signed the completion certificate indicating your extreme satisfaction with the quality of your windows/installation and, in fact, complimented both of the installers by writing "Luca & Bato did a fantastic job! I couldn't be more pleased with the quality and workmanship".
We thank you again for your recent order last July and your confirmation of being very pleased with the outcome, with the exception of the exposed nail holes from your initial order, from 4 years ago, not being filled in. We apologize and the only explanation we can offer is that, by clerical error, your request was not put on the work order.
We are pleased with your confirmation that the service issue has now been resolved and that you would definitely recommend Consumer's Choice to your family and friends and use our services on your next home improvement needs.Yours sincerely
Richelle Northern
Executive Assistant