We requested a quote for a sliding glass door. The rep comes over fairly late in the evening and it lasted 3 full hours. At the end, he tells us that the deal he's offering is void as soon as he walks out our door, so we had to make a decision on the spot. Even though they say their quotes are good for a full year after. So we felt pressured and agreed to it.
During the 3 hours, we selected a color for the outside as well as the inside of the frame. However, it was installed with the frame inside as natural wood, which we then had to paint ourselves. The door cost over $6, 000.. we should not have had to paint it ourselves.
About a month after the install, we get a call from a rep telling us that we have to schedule an inspection by the city and that our city permit was about to expire.. if it expired, we would have had fines. Not only did they not tell us that we needed an inspection or the timeline of the permit, but the information that we needed (permit#, etc) was not provided to us until that call, so we couldn't have scheduled it before that even if we wanted to.
Now, about 2 months after install, the sliding screen on the outside is sticking. We requested service. The rep calls to schedule the service and tells me I need to take a picture of a sticker on the frame and text it to them. There is no sticker. I asked why they don't have the info on the sticker on file, he said "it's the customer's responsibility". He then said that if I can't find it, it may delay the service if they need to order parts. I tell him that it doesn't make any sense that they don't keep the info on file or that they didn't tell us about this when they installed. He didn't really offer anything other than "sorry".
A few days after the install, I got a request to submit a review. At that time, the only issue we had was the frame wasn't painted. While it was annoying, it wasn't a huge deal, so I left a decent review. The next day, I get an email from the "customer service manager", Greg Haden. Of course, thanking me for the review. By this point, we had the call from them regarding the inspection requirement and I emailed him back to complain about the issues we'd had. To this day, a month later, I have not heard a single word from them.
If I could take back the original review, I would. In lieu of that, I will be sure to tell everyone I know of our bad experience. Additionally, we will not be purchasing any more products from this company. They clearly don't care about their customers.