Customer ReviewsforExterior Custom Solutions

I'll start out with the installer and sales guy were nice. The windows are bottom of the barrel . ********** has better in their lower end windows . Most of the windows are super hard to open and close. The latches are loose and if you try to tighten them the s**** turns and doesn't tighten. A few of the windows are damaged and I'm missing screens and have holes in about 5 others. The installer said they would order the screens and come back . It's been 6 months and nothing. So I called weeks ago and talked to a woman and she said she would contact me back in a few days to schedule someone to come and look at the mess the caulk is and the windows that are super hard to open and close as well as bring out the screens. It's been about 3 weeks maybe longer and not a word. STAY AWAY FROM THIS COMPANY ! Once they get your money , you are nothing more to them then a stranger walking down the street . update 2/24/24 I still have not got the replacement window that was broken. I STAND BY WHAT I HAVE SAID.

Review was posted on ****** nine months ago and copied onto BBB site with an update. We have not received any phone calls from *************************. When a question or concern arises, ****** chooses to update her reviews rather than contact our office. Any questions or concerns that ****** has could easily be taken care of by calling our office. After the latest update, we contacted ****** to find out what the issue was. She informed us that during our last visit, when we went to her home to take care of issues not caused by ECS, our production manager had ordered two replacement sashes. We checked the warehouse and found the sashes had been placed with other windows from another customer with the same last name. Had ****** phoned us, which we have repeatedly asked her to do, this would have been resolved immediately. We have added our initial response below to the multiple reviews ****** left on ******.Hello StacieUnfortunately we dont have any messages or calls from you. What number did you call? Your salesperson also said you have his number, but hasnt heard from you. We see this is the third review from you. We called you after the first review to explain the facts, so you changed your 1 star to a 3 star. Upon installation, you gave us top ratings for quality of product, installation, and overall experience with ECS. We would very much like to take care of any issues you feel you are experiencing. We are a family owned business and work diligently to take care of our customers. You purchased our most economical window, typically used in rental properties or when customers are selling their home. We have a good, better and best, this is our good product. It is superior to lumber yard windows. Your warranty covers your screens and the other issues you mentioned. Our production manager contacted you yesterday and is scheduled to come out tomorrow. ******, we are always here for our customers. In the future, please call our office at ************ or your salesperson.

We were impressed with the professionalism and commitment of both the salesperson and installers. When we called to get a quote, Mitch came to our home to measure but before measuring he took time to educate us about the different options and things we needed to consider. And the installers were able to complete 11 windows in 2 days and matched the color of the trim perfectly…and the commitment was unbelievable. The lead installer wanted to make sure our job was completed to our satisfaction – so even though he was also dealing with a personal situation/family emergency, he made sure to check back in with us as things were being finished.

Hi ****!Thank you so much for leaving a 5-star review for our family-owned business.We take pride in what our team is able to provide!Please feel free to reach out if you have any upcoming projects we could help you out with.

signed up for windows to be added to a room. Pre inspection confirmed they could be located where we agreed on. On installation, one of the two windows could not go where it was supposed to go, leaving the room with a lopsided look. To make this major disappointment even worse, the company was unwilling to at least have someone patch the wall properly where they cut out our wall before realizing they couldn't put the window there. After months of trying to get some satisfaction, nobody would even return my calls. Workmen were nice, but no customer service

Prior to signing the contract at the initial meeting, you were informed that if there were any electrical wires or duct work in the walls, where we were creating new openings, it would be your responsibility to have them moved prior to us coming out; this was explained again when our installer came out to take final measurements. When we cut into the wall for one of the openings, we noticed this had not been taken care of as we found a heating duct. As a result of you not taking care of this, we needed to move the opening which you instructed the installer to do. The itemization sheet, which you signed, states: I/We understand and agree that the work described on this Itemization sheet will be completed as indicated and will not include any sanding, painting, staining, filling and/or finishing of drywall, or anything else not specified on this sheet. We do not texture or finish the replacement of drywall and have gone above and beyond by applying a coat of mud where the drywall was cut as well as staining all interior woodwork on both windows we installed, which look great! The additional work performed resulted in a lot of extra expense, for which you were not charged.

Like many other senior citizens, I admit I did not read the fine print when I signed the contract. But there was never a conversation beforehand about a heating duct even possibly being in the way, let alone that I would be responsible for moving it. So when you say that I did not take care of it, if your professional home remodelers couldn't tell where the ducts are, how would I know? Your final pre-inspection said we were good to go. As for the stain, I asked beforehand if I had the stain available if they would put it on so the wood matched. They said yes, but that was only a verbal contract so I can't prove it. It was a $4700 professional job - so I asked for $200 back towards getting a plaster guy to try to match the room properly and not look like an amateur job. They said in an email that they should have charged me extra for doing the rough patch in the extra hole they put in my wall?? Again, the people doing the work were nice as can be, but very rude customer service.

We are a window company - not electrical or heating/*************** - which is why it was explained to you beforehand. After the work we did which looks fantastic, 99% of people would be thanking us for going over and above. Your appreciation was in the form of an e-mail where in so many words you implied that if we pay you for your negligence we will be reviewed well, and if we dont not so well..that sounds like blackmail.

The tone of these replies shows a lot. The only response I could get after months of calls and emails was on this BBB forum. Whoever they think is explaining all the potential pitfalls beforehand needs to check into this. This did not happen. If they had said we might have to put the window in some random place, we would not have signed on. As for "blackmail", I bet most customers would think a small remittance of the full price towards trying to cover up where they cut out the wall would be fair. Thanks for the ****** on the importance of reading all the fine print before signing a legal contract.

Defending ourselves against inaccurate statements is not rude, nor poor tone. We have received numerous phone calls and e-mails, all politely answered by our team. Therefore, the reason to go on this forum was not to get a reply, it was to slander our company for reasons aforementioned.