Terrible communication and customer service
Once Mike Vacarelli, the representative who initially came out to do the assessment and the measurement of the window…That is the only thing that went well. Soon after I was contacted via phone by window nation and a lady advised me the appointment would be between 8 and 10 AM on July 6. Then I was sent a text message from a contracted third-party installer named Edwin Zalano who said that he would be doing the repair repairs and would be arriving between 12 and 1 PM on July 6. A short time later, I then received an email from customer service from window donation advising my appointment would be 3 PM on July 6. There was no continuity in any of the scheduling and I didn’t even get a call the day of the appointment advising a rough timeframe that they would arrive. I understand the email said within two hours of the appointment, but my entire day was wasted. The installer didn’t show up until 4 PM and didn’t even call ahead of time. Even worse, there was some type of caulk stain that was left on the curtains in my son‘s bedroom, which I had removed and placed to the side, prior to the arrival of the installer. Additionally, a water bottle that was nearly empty was left in my son’s room full of some type of paint thinning chemical. It’s Completely unacceptable to leave this behind in a child’s room. Additionally, in our front yard there is 3 to 4 old screens that were left after the install was complete and the crew didn’t clean up after themselves. And to top that off, only one person in the entire crew spoke halfway decent English and didn’t even have any paperwork to show the work that was conducted and a contract to sign and a method of payment. This is not a good business practice. My wife was home at the time and the installer crew requested her to sign a blank sheet of paper for their boss, which was completely unacceptable and made zero sense. I was contacted at some point on Tuesday, July 7 by the install manager for window nation for my area, who was asking me why I didn’t pay and I had to explain all this and send photographs of the problems that we had to deal with after the install crew left. There wasn’t an apology initially and I was contacted nearly a week later asking when a crew could come back out and clean up. Being a homeowner, thinking I wouldn’t clean up and keep my yard Presentable is absolutely absurd and to think I was gonna wait on a crew to come back out on their own time when I have a fixed schedule is unacceptable. I would never use this company again.