Like a lot of people, I saw the overall google rating, and didn't both checking recent reviews before putting a deposit down with them.
Quite frankly, this is probably the worst customer service & communication I have ever seen.
- August 17, I put down a deposit of $710 to replace a broken window, with an estimated installation time of 2-3 weeks
- About 5 weeks later without hearing from them, I call and they tell me they are getting my window in at the end of the week, and I'll hear from them Thursday
- No call that Thursday, so I call Friday and they(the general manager Ken) tell me that the order is now coming in October 4, which was a few weeks later, but that he'd make a note to call me and update me that day
- October 4 rolls by without hearing from them, so I call the next day, and am told the new delivery date(note, not installation) is now November 4(11 weeks from when I put my deposit down)
- I am quite upset, and they offer a 125$ discount
- The next day I call near the EOD and tell them I'm cancelling, I can't wait till winter for a new window. Receptionist says he'll tell the general manager, who will call me back
- The next day after that, I still haven't heard from them around 11, so I call and get the general manager immediately, who say's no one talked to him, but he'll check my file and get back to me within an hour
- 2 hours goes by, I call and he's in a meeting, so I leave a message to call me ASAP, but the receptionist tells me that they will cancel my order no matter what
- Another hour goes by, I call again, and after 15 minutes on hold, get ahold of the general manager, who, I kid you not, has no idea who I am, and says he needs to look at my file(again) and call me back(again)
At this point, I'm furious and tell him no way am I doing this again, and he say's I'll have to check your file and see if we can cancel and give you your deposit back, it might be too late.
I demand a refund, and he assures me he will send me an email confirming cancellation by the end of the day.
No refund or email comes in that day, so I called back the next morning.
The manager told me that they were unable to refund me yesterday because their accountant wasn't in, but said "the accountant is in today right now, for sure, it will be done today, don't worry".
No apology.
Called again at the end of the day and was told they couldn't refund me because the accountant wasn't in, despite what I'd been told the previous 2 times.
No apology.
Next day again still waiting on the refund, so I filed a dispute with Mastercard, which I have never done before, and don't expect I'll ever do again.
Never dealt with a company that has so little respect for it's customers.
