Beverley Hills Home Improvements

Ordered Bay Window. Installed December 1,2017. I had serious concerns regarding the handling of the window (it was dropped) and the overall installation. Plaster wall inside had severe , unrepairable dammage; trim not mitred properly; no support for window; casement window did not open properly; capping interfered with casement window; capping not sealed outside. I post dated a cheque for 1/2 of balance owing asking for an inspection of the install. Inspector relayed to me that there were concerns. *** called and confirmed there were concerns and they would take the window out and reinstall. There was no discussion regarding taking the Bay window apart and that it would potentially be damaged in the process. *** voided the post dated cheque. Window was taken out on December 20 2017 and new installer let me know the original install was worse than originally thought. There was no support; the window was falling out; the left casement window that originally adjusted after it was installed was damaged because the window was sagging; the frame was missing and filled with expansion foam; the casement frames were cracked and damaged; all trim had to be replaced; all siding and capping replaced; sills replaced due to many screw holes and chipping; plaster damaged more that 4 inches past frame.
I contacted the President of the company and he assured me he would take care of it and contact me back but never did. Both the second installer and the subcontractor told me that the first installer has done this before and the company knows about it. In fact the window install he did before mine was inspected and apparently it was flawless. The exact words used was "His work is hit and miss." The installer also had to pay for all the labour and material costs for the reinstall. The subcontractor came to adjust the casement window and said the installer who did a bad job had been initially fired and rehired because Beverly Hills was short installers and they needed him to work.
I called Beverly Hills to discuss what was going to happen next. I explained I was very upset over the whole ordeal and now was even more stressed out because my window was a salvaged window; *** agreed it was a salvage. I asked why the installer was fired and rehired. His response was that the installer had a bad day and made a mistake. Why should he lose his job over that? I asked how this was a mistake? Clearly he knows how to install a bay window properly but chose not to install it properly in my house. That's not a mistake; that's a choice. Also, my window is damaged and I was paying for a brand new window; not a damaged, salvaged one. *** asked what would make it right. I said to fire the installer as he is a liability to your company and make him pay for the rest of the money owing on my window or order me a brand new window. That was a no-go with him; I said find out how much it would cost to order the new parts of the window to replace the damaged parts, the labour and material costs, and take that off what I owe. He said he'd get back to me but didn't. Instead I got an invoice from the controller apologizing for my trouble; here's $500.00 off. Pay the balance within 30 days. Also, I want to add, ***'s further solution when we spoke on the phone was that they took that installer off jobs that had Bay and Bow installation. Also, I do not have a warranty of any kind. How does a salvaged window affect the warranty of a new installed window? I also never got the green credit for a new installed window. It was never mentioned; never applied for.
I have also filed a complaint with Window Wise as Beverly Hills is a Window Wise certified member.

We first noticed the issue shortly after the installation was completed on May 26th 2017. We were informed by a sales representative from the company by the name of ***, that a particular window in the upstairs bedroom at the front of the house which had been replaced by the previous owners, was "cheap" and of "inferior quality" based on his analysis. Knowing nothing about what makes an expensive window different from a cheap one, we took the word of *** and his recommendation to go ahead and replace the window with one of his company's "higher quality" and consequently, much more expensive windows. This happened because we had expressed our concern about sound leakage from the current window, and *** informed us that a new, "higher quality" window would "definitely solve that problem." So with the sole purpose of intending to dampen outside sound, primarily from outside voices and vehicles passing by, we acted on ***'s advice and paid for a much more expensive window to be installed. Very soon after the installation was completed, we noticed that not only was there not a blime bit of difference between the old and new window in terms of sound isolation from outside noise, but we believe it is actually a bit worse now with the new window. So by simple process of elimination, we think it can be reasonably concluded that the cause of the sound leakage in the upstairs bedroom was not in fact due the to "cheap" and "inferior quality" of the old window, but the aging, thin walls of the home itself. It is therefore our impression that *** mislead us into purchasing a new window for that bedroom when the one that was installed was, in fact, more than suitable for its intended up purpose. But regardless of whether the misinformation was intentional or not, we relied upon the advice of a professional to solve what we felt was a very important issue, and we have felt both cheated and duped by *** and this company as a result. Multiple attempts to contact the sales manager, including a very lengthy email explaining the details of the situation in a professional manner, have all been ignored apart from a rather insulting offer of 5% off a future purchase or a gift card to the Keg. In addition to all that, the installation crew that put in the new windows left a huge mess of wood chips, dirt, garbage, and broken glass all around our home when they finished the job, and then proceeded to complain about it when they had to come back and clean it up. Never in our lives have we experienced customer service this poor before.