I contracted Consumer's Choice to replace the windows in my home. I was originally only looking for a dormer window to be replaced with a walkout to my roof deck, but their prices seemed good so I got them to do the whole house. A salesman named Mike came to my home to give me a quote, and said that his installer would have to come and give an exact price on the walkout, but that it would surely be less than $1000. When the installer came to measure all the windows, he said that the walkout was not a job that they could do. I phoned Mike, sand he said he would talk to the installer, not to worry, that they would take care of the walk-out. After following up several times over a few weeks and getting the run-around, I said I wanted to cancel my order. Mike said he would put me in touch with the company VP. The VP said that they were very sorry, but that they could not do the walk-out. I demanded a discount on my order, but they said the best they could do was a discount on a future order. When the installers came to install the windows, they tracked dirt all over the house (see pictures of my floors), and left the front door open most of the time (in the middle of winter). They didn't remove the old storm glass on a 3rd floor window, and I had to hound them many times to come back in the Spring to finish it. I then had to hound them for the screen, which they had not given me. I've never experienced such bad custmer service before. The windows seem fine, but I paid for double glazing for more sound resitance and I'm not convinced I got that, since it's pretty loud from outside.
REGARDING COMPANY RESPONSE:
Stan Greenberg has responded below to my review. Homestars asked me to provide proof that I contracted services from these guys in order to keep my review published (which is fair enough and I was happy to do so), and in looking through my files, I found my correspondence with the VP I mentioned, and it was actually Stan. Sorry Stan, you missed your chance to make things right... You said a discount on future purchases was the best you could do. Your installation guys did use dropsheets on my carpet stairs, but not at all on on my hardwood floors.
- Approximate cost of services:
- $10,000.00
- Company Response
Following our thorough investigation, we can find no record of even a similar complaint to the above review.
The photographs attached to the review do not clearly show products and it is impossible for us to identify whether this is an authentic Consumer’s Choice installation.
It is company policy for our installers to always use drop sheets and wear disposable protective cloth shoe covers. Our installers also clean inside and outside of the home where the installation takes place. For these reasons, it appears that this review was not based on a Consumer’s Choice installation.
Our Ener-Save windows are installed to Window Wise specifications, which includes virgin UPVC super spacer bar, and either double or triple glazed sealed units only.
There is no complaint or service request on record of a similar nature to the review with our Customer Care Department.
We did previously request on September 17, 2010 and on September 21, 2010 that Home Stars contact the customer so that they could identify themselves and, therefore, enable us to effectively investigate the matter and reply accordingly.
In conclusion, we invite the customer to contact Consumer’s Choice Service Department or myself. I will be more than pleased to speak with this customer (as I am with any customer) directly.
It is of paramount importance to me that Consumer’s Choice provides the utmost service to all of our customers, and I remain eager to resolve this matter.
Yours sincerely,
Stan Greenberg, CEO
Consumer’s Choice Home ImprovementsSG/RJS/cl
**UPDATE: October 28, 2010
Further to the complaint above, to reiterate, we can find no record of the complaint in our service files or data on our computer files which relates to any case containing similar details to said complaint.
If in fact this is a Consumer’s Choice installation we remain available to perform an inspection of the installation and attend to the writers concerns if they will permit us.
We have communicated directly to the Home Stars representative, Colleen Higgins, only to be advised that the writer refuses to release his name and address, enabling us to respond to the matter.
As long as the writer remains anonymous we cannot confirm or refute the details mentioned in the review.
The fact that the writer refuses to identify themselves as an actual Consumer’s Choice customer with a legitimate complaint creates suspicion concerning their credibility. We do remain prepared to do whatever is necessary for any Consumer’s Choice customer.
We can only assume that this complaint does not originate from a Consumer’s Choice customer.
Stan Greenberg, CEO
Consumer’s Choice Home Improvements