The complaint has been investigated and
resolved to the customer's satisfactionResolved Thermal Advantage, Inc. — Lack of customer care
resolved to the customer's satisfaction
I bought new vinyl windows from Thermal Advantage in October 2006. They wanted a $1000 deposit so I wrote the check. Was told that I had 3 business days to cancel the contract but they deposited my check before those 3 days were up. That was okay since I had done my homework and was satisfied with the price and product.
There are 2 energy audits that are part of the package. One is done before the new windows are installed with the second being done after the installation.
When the windows came in, they were the wrong ones and they had to reorder them. That took another week and half. But they went ahead and charged the Visa that day the wrong ones came in. They also charged an additional 3% to use a credit card instead of paying cash or more importantly, financing through them (they tried pushing that aspect).
The first energy audit was done on November 03, 2006 but I didn't get the results of that audit until March 10, 2007. I called several times and either got their answering service or someone else in the office besides the general manager. No one bothered returning my calls.
So I put the credit card charge in dispute and called their answering service to leave the message that I done that. Surprise, surprise I got a call from Amanda (the GM) within 30 minutes of leaving that message. And the results of the first energy audit were in my mailbox the very next morning.
Also, in that conversation we scheduled the second energy audit for that following Tuesday, March 13, 2007.
The technician showed up on time and did what he needed to do.
The date that I am writing this is April 13, 2007 and I still don't have the results of my second energy audit.
I have spoken to Amanda twice and each time she gives me the line that the technician is behind in getting the results processed, that they haven't forgotten about me and that I'll get the results at some point in the future.
I paid this company over $4000 and they can't follow through w- what they originally promised. Just how hard is it to get the computer to spit out the results of my audit?
I have followed through w- the dispute on the Visa card and have also filed a complaint with the Better Business Bureau of Denver. It is my hope that thousands of people in the Denver area see this and think twice about doing business with Thermal Advantage. They'll take your money in no time flat but will move at a snail's pace to provide you with decent customer service.
On a side note, the windows themselves are of high quality. The installation went smoothly and was done in professional manner. There were two windows that had either smudges or scratches on them and Alside (the manufacturer of the windows) replaced them no questions asked and did so within a couple of weeks. Have no complaints on that part.
My complaint is 100% with Thermal Advantage and their total lack of commitment to the customer.