Ronnie S Dwx

Stay Away - Deceitful Sales Tactics

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Sales rep Joe came to our house, we had already talked to a couple of other window companies. Joe told us why FHIA was better and bragged about their attention to customer satisfaction, etc. He said that if financing, after approval from the finance company, FHIA would come do the installation. Then we would be contacted by an FHIA rep to see if we were satisfied. Then someone from Aqua Finance would contact us to verify the job was done and we were satisfied. He then told us that then, and only then would they get funded form the finance company. He said when they installed the windows that they did everything except paint. They would finish up any moldings or drywall and texture work short of painting. We did the credit application, everything was approved via phone. We scheduled a day to start the install, I met with a supervisor, Chad. Chad had a stack of papers he said was the credit app and I needed to sign the actual papers. I then questioned the fact that Joe stated nothing was billed until done and Chad said that was correct. He said this was just the credit app and there would be additional contact from their office and the finance company making certain we were happy before any money was exchanged. We had to wait until the county home inspector came to check on the basic installation, then they would come back to do the cosmetic work and then we would be contacted for approval and satisfaction. The following week the inspector came by, he looked at everything and before he left I asked him if I needed to contact FHIA and he said No. He said he would let them know the results of the inspection and I'd here from them after that. A couple of weeks later the finance company started calling saying my payment was late. I informed them it was not possible because the windows were still not finished and no one had called me to verify. The finance rep transferred me to a supervisor (at my request) The supervisor informed me that I had called them and gave the approval. I explained to her that I most definitely had not and she seemed very concerned. She then sent me (without me asking) a copy of the papers that FHIA had sent them. In between 2 pages of the credit application was a page stating the contract was complete. It appeared to have been slid in as to not be noticeable. There is a sentence that is highlighted that says :"Home repair contractors are prohibited by law from requesting or accepting a certificate of completion signed by the owner prior to the actual completion of the work to be performed under the home repair contract" So, whether they had completed the job as of today or 2 months ago when this started, it was illegal for Chad to even let me sign that page. And I promise you he definitely did not tell me I was signing it. He was rushing me thru the credit application (which was 99% filled out from my phone calls to the sales rep) that I was confused and didn't notice the way he had the page folded that it was covering up the top that labels it as a certificate of completion. 2 weeks ago they sent someone out to complete the work. He was there for a few minutes, very polite, very professional, he said he needed some additional materials and he would be back the following Monday. Well, that was 2 weeks ago and we still have gaps in the stucco around the exterior in one door (and it has rained a few times since then) We have missing trim around one of the sliding glass doors and we have missing drywall at every window plus they ripped out the mounts for our window shades, damaging the drywall and didn't put them back in place. Tonight I spoke with both Chad and Joe, Chad said they do not do the drywall or wood trim. Joe said he does not believe me that Chad would say that. But, either way, I have holes in my walls (can provide photos tomorrow...will take them during the day) I am certain both Joe and Chad are sleeping well tonight because they have been paid and have complete windows in their homes!
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment

Good Evening Mr.Snead, This is Iliana with the FHIA Customer Experience Team. We received your email and read your post, & are disappointed that your experience with us has been less than exceptional.

We strive to create a 5 star experience for all of the families we assist & will work to rectify your experience until you have peace of mind. I will be working on connecting you with the right team member tomorrow. One of our Operations team members from HQ will be contacting you directly via phone number you have on file. I will send you direct contact as well as any more personal details to your email.

Again, on behalf of FHIA, I apologize for your experience but will continue to work on this resolution with you until you are satisfied.

Respectfully, Iliana G. FHIA Customer Experience Team

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