It was the most pathetic experience of customer service I have ever heard of. In a span of 8 months, we had to make endless phonecalls, start the process over and over again, we’d been handed off to 10 different people who wouldn’t give us their names for follow-up, we had been told that they had lost our file three times, we had to make visits to their offices to demand service and we had to email endless documents to prove our case. DO NOT purchase from this company!
Full Story: We had bought twelve thousand dollars-worth of windows from Durabuilt back in 2015 when we first started our house build, installing them that fall so that we could move into our home before the snow started to fly. Fast forward to September of 2016 when my husband and I were installing siding and I decided to clean the windows as we went since we had scaffolding set up. With two of our south-facing windows, I noticed that the seal was no longer touching the window pane, that the glass had somehow shifted and warped the windows, leaving gaps for outside air to make its way in. We immediately called Durabuilt and were asked to send photos. On Sept 21, we sent photos and were told that we would be contacted shortly. By mid-October, we still hadn’t heard anything back, so we called, several times before actually getting any action on our problem. They scheduled a serviceman to come take a look later that month. By December 12, we STILL had not heard anything back from them, so my husband sent an email asking the status: no reply. We decided to pay a visit to their office, at which point they introduced us to a “manager” who apologized profusely, blaming the delay on anything and everything possible; they lost our file, the person who was taking care of our file went to Dubai for a month and locked our file away in his desk, they had no record of the serviceman coming to our home, etc etc. She promised she would handle it. They sent the serviceman out again in January and then we didn’t hear anything back. When I called later in January, I was told that the lady who we’d spoken to had quit and they had to start the process over yet AGAIN! So, on February 6, I went into their offices and demanded to speak to a manager, a real live manager. When they told me they were all in a meeting, I said I would wait. They realized I was not going anywhere, so they sent down two nameless men who made excuse after excuse as to why we still hadn’t got our windows and they told me that their service manager now needed to come take a look. The service manager was apparently so busy that he couldn’t make it out to our house until Mar 6. Keep in mind, it has now been 6 months of trying to get two windows replaced on warrantee. The manager, nameless at this point, came out and we were told that they would now be putting in a rush to have the windows delivered, however, that the serviceman wouldn’t be able to deliver for 4 weeks due to him being needed in Grand Prairie. So we waited. And waited. And by April 19, we STILL hadn’t heard anything back. I called Durabuilt and was given a voicemail for yet another nameless “manager” so I let them have it. My husband and I had decided at that point that we were going to call every single day until they got us our windows. On April 20, I was able to get a hold of the “manager” who was actually an assistant. He had been given zero background of our file, so I explained our situation and was told that I would get a call back, at which point I lost my mind. I explained how we had been given the run-around for 7 months at this point and that I was going to take legal action if it was not resolved. He responded with snotty retort, saying that he was innocent in all of this: if you represent a company, you are to back your company and ensure your customers are being taken care of. He promised to get his manager to call me. April 21, I still hadn’t heard anything from the manager, so both my husband and I left voicemails for the manager. The weekend rolled by and then promptly again on Monday April 24, I called again. I finally got a hold of the actual manager, who we’d learned was Amar Singha, who told me they had no record of our purchases. I had to find our own copies and email them to him. I also sent a letter of legal action, telling them that if the issue hadn’t been resolved by May 15 that we would pursue legal action against them. Not surprisingly, I didn’t hear from him. The next day, I got a phonecall from yet another nameless person at Durabuilt who said that Singha had passed off the file to him; apparently he was sick of dealing with me. However, this new nameless fellow actually finally took action, having our window builds rushed in two days. We had a delivery notification on May 1 and the windows showed up to our home on May 3. It was the most pathetic experience of customer service I have ever heard of. In a span of 8 months, we had to make endless phonecalls, start the process over and over again, we talked to 10 different people who wouldn’t give us their names for follow-up, we had been told that they had lost our file three times, we had to make visits to their offices and we had to email endless documents to prove our case. If we hadn’t threatened legal action, I don’t think we would’ve ever had our windows. I will NEVER recommend Durabuilt to anyone and strongly suggest that you reconsider purchasing from this company.
- Approximate cost of services:
- $12,000.00