Installed wrong style replacement windows six months ago, not responding to inquiries
This is regarding non-existant customer service from Thermal Construction Windows in Des Plaines, IL. The wrong style of replacement windows were ordered by the company. The installers said it happens all the time - they proceeded to install the wrong windows in March, 2010 and said they would advise the salesman/office manager. Weeks went by and there was no contact from anyone, when we called we were told we would be called "tomorrow" - that never happened. Finally, in mid-May 2010, we were asked to come to the showroom to select the correct window style - we were inconvenienced by making the trip (we are elderly and the Mrs. is in a wheel chair)-we feel this could have been handled over the phone since the original written order was correct, the original order was placed incorrectly. We were led to believe the new order would be placed either that same day or the next. Again, weeks led to months and no word or status was ever given to us. On August 30, we called to check the status and was told the owner would call us back "tomorrow", when we pressed for information, the office manager said she had another call on the other line - we advised we would wait for her to conclude that call to finish with our questions, she restated we would get a call back the next day and hung up on us. Needless to say, there wasn't a call back the next day. We called Sept. 1, were told the owner has been out town for a few weeks, is checking on something about our order and would call back. We called Sept. 2 and left a message demanding resolution - again no courtesy of a response. Phone tag is so much fun, we tried again and were told the owner would be back after Labor Day. Its after Labor Day and no calls! Mary (the office manager of one-herself) should go by "the artful dodger", she claims to know nothing but clearly is very clever with inventing excuses and lying. We wonder how a business owner can go somewhere for a few weeks during what one would think is their busiest time of year!? Their website is "down" so tht clearly a bill they haven't paid. Luckily we haven't made full payment but outstanding recievables isn't an incentive to correct their wrongs. All we want is the correct window style installed and a credit for having to deal with this fiasco.
Thermal Shield Windows and Construction is a family owned company built from pride of ownership. A company with a solid belief that customer satisfaction ...
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