2 sliding windows and 4 picture windows
As a teacher, I hoped to get the replacement of 6 windows in my condominium done over the summer. The first week school was out, I booked 6 places to get quotes. I decided to go with Excel windows after my meeting with Brian because there was an emphasis on quality service and there were no negative reviews available online. I booked on the spot and cancelled the other two quotes I had coming the following days. My contract was signed May 29th, and I was told the project would be done typically in 6-8 weeks but due to the summer it would possibly be 10 weeks. I had 11 weeks left so I felt comfortable in not having to take off work unnecessarily. A week later they sent the person to do measurements for the windows. July 16th I contacted Brian to see if there was any update as I hadn’t heard anything, I never got a response from him. The following day however, I got an email from the General Manager Julie, stating that the windows were in manufacturing process and due to weather they are a little behind but to feel free to contact her. On July 26th, I contacted her to get any update I could, as I was hoping to have the project done by August 13th. She explained that the windows were still in manufacturing but if I called her Tuesday she should have a better update. When I called Tuesday, she was on a call, so I left a message and got no response. I called Wednesday, August 1st, and spoke to her. Her immediate comment was that she told the sales manager (no name given) to call me Tuesday, and asked if he had not. I noted that he didn’t, and that I had left a message with her as well. She asked if the number I was calling from would be best to reach me in 2 minutes while she goes to get him, I said yes. He never called. I called Thursday, now irritated by having to continue to call them while in the 9th week of this job. I was transferred to Steve, the Director of Operations. Steve informed me that he was not sure why no one had told me and that he hated to bring bad news, but that Excel could not do the job because this was a commercial property and they are not insured for commercial properties. I explained to Steve how infuriating this was, as I had never been made aware, and had been contacting the company for 2 weeks while being told they were in the manufacturing process. Additionally, Excel had opened a credit line for the job despite them not being able to perform the work. After complaining about this service, Steve offered to come reassess the job and try to work things out. Steve came out the 2nd of August, and after some discussion, Excel said they would do the job as promised, and put a rush order on the work, as well as a Saturday installation so that I would not need to take off work. I gave the contact information for them to get the approval. After waiting three weeks, I contacted my association and they approved the job on that day, and sent the approval to Excel (August 28th). I was not contacted by anyone from Excel, so I contacted Steve September 4th, and he said he would check the status for me. I also asked if they would be doing anything about the initial price, as I had been doing all of the communication for the job, and had waited far over the initial job, to which Steve said he would definitely look into what they could do price wise. Steve did not get back to me, so I tried calling him September 10th (now 15 weeks into the job). He returned my call and told me the windows are scheduled to be coming in that following Monday (September 17th). I was not contacted that week of September 17th, so once again reached out on Friday September 21st to ask if there was any update. Steve called me and told me that the production team should be calling me either Saturday or Monday. I contacted Steve Tuesday at 12:22pm explaining that I was trying to be patient but hadn’t heard from the production team, and at this point it had been a full 17 weeks since my contract was signed. Steve told me he would manage setting things up himself, and text me Thursday 27th to set up installation for October 6th. I approved, and asked if they had finalized a price yet, with no response. Wednesday, October 3rd, I asked if I should post a sign for other residents to be aware that the main entrance would be closed off, and if a price had been put together. He said he would try to get more done with the price and discuss with me on Saturday. The installation team showed up a bit late, but not drastically. They spent a total of about 9 hours doing the windows. On Sunday, Steve asked how things went, and I said they look great. He told me he would have a final price together Monday. Monday morning, I woke up to the window company at my window (three stories up), while I was lying in bed undressed. The curtains were closed of one set of windows that look over my bed, but the other window curtains were open, and I had no idea that they were coming back, or why they were back. More concerning, there was a large storm Sunday (in between their visits) which makes me curious as to what work needed to be completed. Tuesday, my credit card got charged the original price, and I asked Steve about it. He called to inform me that he would be willing to send a reimbursement check for $250 of the original $5931. I informed him that and effective 4% off, is insulting considering the work was done over 18 weeks later, and at almost no point had anyone from their company followed up with any step of the process. The original offer made by Steve was for a “rush order”, which I still waited 9.5 weeks later for the job. I noted how displeased I was with the service, and Steve said that at the end of the day I got quality windows that were installed properly, and that I had said that I was happy with the job (referring to when I said the windows look great). I noted to him how that was Sunday, and since then I had grown irritated with the fact that the window company had returned, nearly violated my privacy, and had not actually completed the job (the job initially called for the rescreening of my patio door at no cost). He noted that he wasn’t aware that the rescreening was part of the job (it is very clearly noted on the sales order). We discussed lowering the price more, and completing the rescreening of the door, and Steve said he would get back to me Wednesday around the same time (the call Tuesday was at 4). I contacted Steve on Wednesday at 4:45, as I wanted to be done thinking about the windows. He said he’d like to come pick up the door (to rescreen it) and discuss the price. I told him I was no longer interested in having them rescreen the door as I truly just wanted to separate from the company.
