In summary—repeated delays, unanswered emails, broken promises, and refusal to take responsibility have made this an incredibly frustrating experience. We chose a company to replace the windows in our new home after a friend’s recommendation. The sales process and initial measurements were smooth, and both the sales rep and installer assured us the windows would be installed soon after we moved in, within the 6–8 week delivery window in our contract. We explained that timing was crucial as we wanted the work done before moving in, and both confirmed it wouldn’t be a problem. After final measurements, the installer instructed us to call the office to book an installation date. However, the office said they couldn’t schedule anything until production was complete and provided no estimate for when that would happen. Over the next two months, we sent multiple emails (all received automated confirmations promising a reply within two business days) and made numerous phone calls. Each time, we were told a 'ticket' was open, but there were no updates, and we would receive a call back within 48 hours. No one ever called back. Our closing date came and went, we moved in, and we were well past the 8-week mark with no installation date. Eventually, the sales rep admitted that production hadn’t even started because someone at the office was waiting for clarification on a 'minor detail' for a couple of windows, a detail no one ever contacted us about. He apologized and said he would 'make it up to us.' Weeks later, we got a call saying new measurements were needed, only to be told afterward that it was a mistake. Soon after, we finally received an automated email indicating that production had begun, nearly a month after the windows were supposed to be installed. At that point, we requested to cancel and have our deposit returned. Those requests were ignored, and instead, we were told we were 'at the top of the queue' for installation in early September. When that date passed without communication, we again asked to cancel. We then sent a formal written notice under the Consumer Protection Act, which confirmed the company is in violation of the Act. Despite acknowledging receipt of our letter and calls, they have not responded.
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