UPDATE:
Ten minutes after I posted my initial review the VP and Owner both had reached out to me, thoroughly documented and apologized for our experience, and set the wheels in motion to fix the outstanding issues.
They never offered lame explanations, only sincere apologies backed by fast and efficient service to address them. The owner himself was at our house three hours later to methodically check all of our windows and identified issues we hadn't even noticed. What he could not fix personally was addressed by their technician at the earliest time that worked with our schedule.
I think it is worth noting that I was able to peace together through chatting with various staff that they had cycled through a series of customer service members. One after another staff were hired, trained, took our case, and then left without ordering the pieces needed for our job or scheduling service, leaving their replacement to start blind and from scratch. While this made for a hard experience for us I think it is a common experience coming out of the pandemic.
In the end, we feel like we have excellent quality windows installed by a company that truly cares about improving their quality of service. Though we are left a bit sour by having been caught up in growing pains and COVID hiring woes, we walk away confident that Chateau will get back to offering the top tier products and service that made them so well regarded before the pandemic. Thanks Edgar, Chris, and Harry... and the super nice tech whose name I can never remember.
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We chose Chateau over Pella and Andersen on the recommendations of our GC, designer, and a designer friend. Such a mistake. I suspect they were once an excellent customer-focused company and earned a positive reputation they no longer deserve. Ordering was painfully slow and complicated due to slow response time. Price was on par with competitors. Installation happened as planned. Our GC claimed they had done an inspection so we made final payment... And then the fun began.
A month or so later (May), while construction continued, I noticed one of the windows was crooked in the frame. The installer came out and fixed it. On move-in (Sept), we discovered that another window was installed without supports for the upper frame, six other windows were installed with the wrong sized supports for the upper frames, a screen was bent, multiple windows wouldn't lock correctly, and our sliding door screens lack the hardware required to stop them in the middle.
We set up a service call (Nov). They cancelled. Rescheduled (Jan). The tech fixed many of the issues but lacked the parts to fix the window screen, seven windows, and the sliding screen. By the time parts would be available the weather would be too cold to do the repairs so we agreed to push it to the Spring. He said he'd get the parts in and be ready to go.
Our service rep left, complicating scheduling (Mar). Then the tech showed up unscheduled days before our appointment. Then he showed up for the appointment (Apr) with none of the parts. I tried unsuccessfully to reschedule; nobody returned emails or phone calls. I had to show up in person (May) to get things sorted.
Our service is tomorrow (June). I got a call to confirm the appointment... And, by the way, the service rep has quit, the replacement screen is damaged and needs to be reordered, and the sliding screen parts are backordered.
