ComplaintsforSuperior Home Energy Improvement Services Inc

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted this company to install windows at my home on ****************. Contract was signed on May 27, 2021. The installation was finished around on October 14, 2021. On the following days I proceed to clean the windows and around October 21 I noticed a crack on the bottom left corner of one of the windows of about an inch and a half long. I took a picture and sent it, by text, to Mr. P***** L****, operations manager. Mr. L**** has been the contact person for the project all along. He told me over the phone not to worry since there windows have a life time warranty and that he was going to summit a claim to the factory at that moment. On October 22, 2021, he visited my house for a final inspection and to collect the final payment. That day, naively, I paid the balance in full with a promise from Mr. L**** that the window will be replaced. To this day, March 2, 2022, nothing has bee done. I have called Mr. L**** numerous times during this period and, although he usually answers his phone, nothing is done. He tells me that he will contact the manufacturers to inquire about the timeline for the warranty completion and that he will call me back but he never does. To this day the window has still not been replaced.

  Business response

  03/29/2022

  Business Response /* (1000, 10, 2022/03/29) */ Hello ****, I'm very sorry to learn about the issues regarding our service. We are aware of the problem, and are working overtime to ensure that we rectify the situation. As I'm sure that you've seen and heard, many companies and manufacturers have seen major back-ups due to the pandemic. Along with other unforeseen global events, we (like those companies) have experienced delays as well. Fortunately, we did receive confirmation this past weekend from the manufacturer that the sash is going to be delivered in 2-3 weeks! At that point, we can give you a call to schedule the installation of the window. We appreciate your patience throughout this process, as the satisfaction of all customers is our top priority. If you do not receive a call from someone at our office by Monday, April 18th, to schedule the window installation, please email me directly at: *******************. Thank You. Consumer Response /* (3000, 12, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. I understand the situation with the manufacturers but first, you could have done a better follow up with me regarding the matter. Second, even under the circumstances, I consider the reaction time for the completion of the warranty unreasonably long given that it is only one window. I think you could have also done a better follow up with the manufacturer. Hope to hear from you in a more timely manner. Business Response /* (4000, 14, 2022/04/04) */ I completely understand your frustration, Ms. *******. Please rest assured that we will use your situation as a training opportunity to improve our communication to clients on all processes and project updates, moving forward. Although it is only "one window", here at Superior we don't believe in repairs, full replacements only. Therefore, the frame, sash, etc. needed to be re-ordered. If it were up to me (us), we'd already have the window reinstalled and good to go! Unfortunately, it is not up to me, we are at the mercy of the manufacturer at this point and they (as many) were affected by a Global pandemic that is out of all our hands. With that being said, we did receive an update from the manufacturer that the delivery date has been pushed back a few weeks. The delivery date has been set for the week of May 15th, 2022. We understand that this is NOT the news that you may want to hear and sincerely apologize for any inconvenience this may have caused, but in effort to better communicate status updates with our customers, we want to remain transparent. Part of that transparency is setting realistic project completion expectations. Again, this is completely out of our hands and will be sure to keep you updated every step of the way. If you do not receive a call to schedule installation of the window by May 23rd, please email me directly at *******************. Thank you. Consumer Response /* (2000, 16, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 21, 2022/06/15) */ As of today, June 15, 2022, the windows has not been fixed nor I have received any calls from the business. Business Response /* (4000, 25, 2022/07/07) */ Hello, a replacement of the window sash was completed this week for Ms. *******. Ms. *******, we appreciate your patience throughout this process. Please contact us for any questions or further details needed. Thank you. Consumer Response /* (2000, 27, 2022/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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