I'll start with the good stuff. If you want to know why I did not give this company a higher score, read to the end
Good: price; one of few companies that guaranteed to remove and reinstall existing shutters to fit & look of original appearance before window replacement; estimater Michael Musso was very patient, knowledgeable, thorough with explaining all of the technical and certification stuff, and left a lot of brochures & literature to peruse; installers Brandon & Dale were very polite and cleaned up the best they could inside the house; Gisele, Patty, June & Genie in customer service were always pleasant to deal with
The bad:
> I was told by Michael Musso there was a 4-6 week time frame for the installation of my windows but the installation started 13 weeks after I paid my deposit & signed the contract
> installer Brandon & Dale left all the garbage piled up between my house and my neighbor's house for the entire weekend, and also on the roof overhang (see pictures) > this was promptly addressed on the Monday and they were quite apologetic
> they did not caulk most of the underneath parts of the window trims (see picture)
> some of the shutters were improperly installed e.g., hinges installed backwards (which I had to fix); too much gaps, unevenly leveled
> after waiting 13 weeks, one window was the wrong size, a fault of Scott, who came to do the final measurement (and also I was not too impressed with his attitude; quite pompous); I asked to be compensated for my inconvenience, and was told "no compensation, this sort of stuff happens all the time".
- Approximate cost of services:
- $10,000.00
- Company Response
In response to the review, we are pleased to hear that Wayne acknowledged that the sales consultant, Michael Musso, explained all of the technicalities and provided certifications. We are also happy to hear that Wayne found the installers to be polite and had cleared up inside the house, and also that our Customer Service staff members were very pleasant.
We are, however, very disappointed by a few of the concerning comments in Wayne’s review, as the completion certificate was signed by him, indicating total satisfaction. After reading his Home Stars review, we contacted Wayne for additional feedback. Wayne claimed that he is a very meticulous person, but definitely stated that he intends to use Consumer’s Choice for the rest of his windows in the near future.
Regarding the “garbage” that Wayne referred, please note that the debris should have, indeed, been taken away on the final day of the installation (Friday evening), however, it was picked up Monday early morning. During installation and throughout the weekend, there was a snowstorm and lots of snow blowing around, complicating matters to clear up the debris.
Although Wayne claims he was promised 4 – 6 weeks delivery, there was a 10 week delivery date of December 18, 2015 that was signed and agreed to by Wayne, part and parcel of the Contract. A revised delivery date was mutually agreed for January 15, 2016, and the installation was completed on Friday January 15, 2016, less the one window which was measured incorrectly, and subsequently completed on January 30, 2016. Unfortunately, with custom made windows and doors, occasionally they do get measured incorrectly. Statistically, over the last 30 years, 1 out of 583 windows/doors were measured wrong.
To address Wayne’s service concerns (i.e. caulking), yes, all interior casing trim should be sealed. Please note that we installed 11 windows, of which 2 did not have the sealant on the bottom of the casing trim. As confirmed by Wayne, he did not report this to Consumer’s Choice, claiming it was a very simple matter and since he is a contractor, he decided to seal the two bottom casing trims by himself.
The shutters to which Wayne referred, were his own existing shutters of many years (not purchased through Consumer’s Choice) and did need some minor adjusting. However, according to Wayne, he never reported this matter to Consumer’s Choice, and again, he rectified the matter by himself, without contacting Consumer’s Choice with his concerns.
Since Wayne was inconvenienced, we did offer compensation, and he indicated that he was content.
Please be assured that all of Consumer’s Choice installations are Window Wise certified, including Window Wise inspections, and we carry lifetime manufacturer warranty. In addition, Consumer’s Choice conducts random inspections to ensure quality product and installation. If any service concerns are ever discovered, we encourage customers to call, and we gladly return to rectify any problems.