1. Window installation took from signing of the Contract to final touch up 6 months (April 2008 - October 2008). 2. We had to deal with numerous administration mistakes regarding the contract - Instead of one contract they split it up into 3 different contracts. Mike the saleman was only attentive to our needs until they recieved our deposits. After that we never heard from him again. 3. We needed to take numerous days off work for window measuring, window installation, door installation, new window installation because they did not schedule the job properly. One reason is that someone apparently forgot to order 1 of the windows so it it was not made. The second reason is the doors are not actually made by them but by another company. 4. They used 4 different subcontactors (1 crew inexperienced, 1 crew rude, the other 2 were okay) who showed up on 5 different days over a span of months. 5. After sales service is delporable. We were not satisfied with 2 of the windows so we tried to get them looked at. The first guy told us there was nothing wrong with the workmanship (see pictures). Each department blames the other. No ones takes responisbility so it takes forever to get anything resolved or done. We had to deal with at least 10 different people at Consumer's Choice from Administration to Installtion Co-ordinator to Sales Manager. The bottom line: The actual product is great but don't use a company that subcontacts out the installation work. If anything goes wrong you're in for one heck of a ride.
- Approximate cost of services:
- $17,000.00
- Company Response
Unfortunately we are at a disadvantage regarding this matter because we have no record of a complaint of this nature and, hence, cannot identify the customer, if in fact they are Consumer’s Choice customers.
We have contacted Home Stars requesting that the customer contact our office directly so that we can have the opportunity to respond accordingly.
In the meantime, please find our response based on the limited information provided in the complaint.
All of our products are custom made to our specifications and installed by Window Wise certified installers who work solely for Consumer’s Choice Home Improvements. Some of our installers have remained working for our organization since its conception in 1977.
Prior to manufacturing, a measurement recheck technician is always appointed to visit every home to confirm exact measurements.
It is important to note that with over 40 installation crews, an installation could involve multiple crews depending on the expertise required. That is to say; if a customer ordered windows & doors, eavestrough, and siding, three separate crews would be involved. This method of installing does involve more time, but the end result is worth it. Each product is installed by an expert in that particular field.
Also, all of our installations are Window Wise certified and eligible for an independent Window Wise inspection if a customer has any concerns regarding the products or workmanship.
According to the complaint, the customer claims the “product is great”, and for this we are pleased.
Again, we ask that Home Stars kindly contact the complainant directly and request that they give us the opportunity to deal with their concerns.