Our initial impressions with Lux Windows were quite positive, but quickly soured. From our initial 7 week install wait it was an additional 4 weeks late starting. They broke the sash window and latch during the install. When the sash was replaced it was installed crooked and the installer never made note, we had to point it out. Lux's installers are ok with substandard work is our assumption. Service people were routinely sent out on numerous occasions without all the parts or tools while all this was happening.
We dealt with Kevin the Service Manager after initial install. He gave many assurances the problems would be addressed, but never stepped in to personally make sure they were. Lots of assurances and no action.
Our nearly four and a half month ordeal with Lux for one door is totally unacceptable. On top of that the sash/side window has been taken apart three times for servicing, which make us question the integrity of the final product.
John the owner did call and apologise and sent us a flower arrangement, which was a nice gesture, but doesn’t guarantee the final product or make up for the inconvenience we went through.
- Approximate cost of services:
- $4,500.00
- Company Response
Hi Brett! It's disheartening to hear that you didn't have the best experience with Lux Windows. We are proud of our reputation in Calgary for excellent quality and service. As a family business, when a matter does arise, we all meet to review and rectify. Our family wants everyone to have an outstanding experience, so when we heard of your dissatisfaction, the owner John Petrillo personally called and sent you flowers to apologize and wanted to assure you that we take these matters to heart. In your review, you had mentioned that our final product is not guaranteed, please rest assured that Lux Windows proudly boasts a 25-year warranty on our products and a 5-year installation warranty. If you need anything at all, please don't hesitate to contact us. Thank you.