Mac Window Systems

To Whom It May Concern Unfortunately this customers order was delayed due to a back order for some of the product. The customers door frame was cracked which he tried to blame on the installer. The crack had paint inside the split which meant it was cracked prior to the installer being There. We... would like to offer the customer a refund of $199.00 for his inconvenience

the customer name for our records is *** I personally went to the customers house on 11/There was no other way to install the storm door and not interfere with the door bell button.According to our installer there was no button there at time of installation We offered to pay for the
electrician to move the door bell and they were agreeable to that solution

Home Depot and Mac Window Systems have to treat customers better, just because the product is sub contracted to someone else doesn't mean it becomes someone else s problem This response is not suffice, I had to call and verify the appointments and confirm myself What happened with that ? Why was the ball dropped so many times I had to call Mac Window systems multiple times to attempt to address my problem It had nothing to do with making Mr*** "happy" You pay for a service and you expect it to be done in a professional manner If I paying for something I do have a right to say whether I like it or not correct ? Through out this whole interaction this is the first time I heard from Janice Croux, till this date still no call from a MANAGER As far as I am concerned, this company's reputation is unprofessional and lacks of customer service **

The storm door was installed on 11/19/and the customer signed the customer satisfaction form a service call was requested and an appointment was set for 11/and completed Another request was made and scheduled for 12/8/which we did miss the appointment however rescheduled for 12/11/
which the customer was not at the property when we arrivedThe customer requested a refund and is going to take care of the issue himselfHe worked this out with the company that actually sold him the door

To Whom It May Concern Unfortunately this customers order was delayed due to a back order for some of the product. The customers door frame was cracked which he tried to blame on the installer. The crack had paint inside the split which meant it was cracked prior to the installer being There. We...

would like to offer the customer a refund of $199.00 for his inconvenience

Customer had purchased a door and installation from our company on 11/25/14. At time of order an eta of 6-8 weeks for production was provided. Customer was scheduled for install on 2/5, however door was damaged while loading it for delivery. The door needed to be reordered, however we were having...

issues getting the correct product from the manufacturer. The current eta of the door is 4/17. Customer had accepted a refund of $199, the installation labor on 3/5 due to the delays.Sent on: 4/16/2015 10:57:56 AMSent by: 50.248.170.113

I am rejecting this response because:  again this business promised me delivery and the 2 doors to be installed,when I called 3 times this week they told me they would contact me but as is par for the course no one called,when I called at 430 today I was told my order had not arrived and I would know sometime in May.I ordered this door in Nov and have been told for 5 months now they would take care of it,no one calls and still no doors,we are at a lose of what to do,we are looking for help in this matter,this company has lied to us for over 5 months,all we want is what we signed a contract and paided for

Review: In Nov. of 2014 we entered in a contract for Mac Window Systems to install a front storm door and front entry door we gave them half down{$750}and was told we could expect installation right after Christmas even though we wanted before Christmas we understood.After not hearing from anyone I gave them a call in Jan. and was told that we would be installed soon.After not hearing from anyone by Feb. we called again and was told the installer was carrying the door and fell and damaged the door and they would order a new one and get us installed asap.this door I was buying for my daughter who had moved from Delaware to NJ in her new home which has a broken front and storm door.With this winter being so cold my kid needed a new door.I told Mac Window systems all this info and again was told we were first on their list.This is now Feb. and its cold in my kids home so we say please do this quick as you can,they agree.Its now March 26 2015 and no one from the company has called to let us know what is going on.So I call the day of March 27 and ask the girl on the phone to help me,she then puts me on hold for 10 mins so I hang up and call back wait another 10 mins and get put in someone elses voice mail,now ive had it I call back a 3rd time and ask to please talk with someone that can help,I get to talk to someone who says she is a manager who I have talked to before I ask what is going on with my front door order from 5 months ago and why no one had the class to call me so I could let my daughter know what is going on,this lady then tells me like its no big deal that my order came in wrong and that they would have to re-order my door,so from Nov till end of March no one from the company called to inform us what was going on each time I had to call them and they acted like it was no big deal,well it is a big deal for my daughter,all we want is for this company to provide us with the service and product they promised and all we get is a run aroundDesired Settlement: After almost 6 months with no new front storm or front door and awful customer service this company should get my kids door installed asap and not charge her for the other $750

Business

Response:

Customer had purchased a door and installation from our company on 11/25/14. At time of order an eta of 6-8 weeks for production was provided. Customer was scheduled for install on 2/5, however door was damaged while loading it for delivery. The door needed to be reordered, however we were having issues getting the correct product from the manufacturer. The current eta of the door is 4/17. Customer had accepted a refund of $199, the installation labor on 3/5 due to the delays.Sent on: 4/16/2015 10:57:56 AMSent by: 50.248.170.113

Consumer

Response:

I am rejecting this response because: again this business promised me delivery and the 2 doors to be installed,when I called 3 times this week they told me they would contact me but as is par for the course no one called,when I called at 430 today I was told my order had not arrived and I would know sometime in May.I ordered this door in Nov and have been told for 5 months now they would take care of it,no one calls and still no doors,we are at a lose of what to do,we are looking for help in this matter,this company has lied to us for over 5 months,all we want is what we signed a contract and paided for

Review: I ordered a door from[redacted] in early June of 2014. They told it would take approximately 3 weeks for the door to arrive, on or around June 30th. It was a custom door so I wasn't at all surprised. When Mac Installation called me to set up a date, their earliest was July 18th. I was shocked that it was pushed so far out but they told me it was their "busy season". I begrudgingly accepted the install date/time and went about my business. I took off of work on July 18th and was waiting for the door to arrive between 11-1. At 10:00 am, 1 hour before the scheduled window of installation, I received a call from the installer who claimed to be very sick. I have a young child and I have been sick before so I understand that when you are sick, you are sick. I was waiting for him to tell me that a different installer would be there, possibly later in the day. Considering I took off of work that day, and had been waiting over 5 weeks for the door to arrive, you can see why I would have this assumption.

He told me they would call me for another install date. I nearly lost my mind. I finally, after several calls to[redacted] management, received a call from them today, Monday July 21st with a new available date of Monday, July 28th. I now have to take off another day of work because this company didn't have the proper back up for when one of their installers gets sick. When I am sick, I have to make sure that all my work is covered. Their customer service leave a lot to be desired, they didn't seem to care at all about situation and never once tried to do anything above and beyond to help me get this door installed on a weekend day.Desired Settlement: I would like my door installed ASAP. I would like it done on a weekend day so that I don't have to take off on a Monday.

Review: Promised delivery and installation within 5 weeks. After 10 weeks still no calls nor installation, yet payment was already collected. When tried to to call few times without any results, all I hear that its in production, Revdex.com F rating for service.Desired Settlement: Compensate for extended wait and bad customer service.

Business

Response:

To Whom It May Concern Unfortunately this customers order was delayed due to a back order for some of the product. The customers door frame was cracked which he tried to blame on the installer. The crack had paint inside the split which meant it was cracked prior to the installer being There. We would like to offer the customer a refund of $199.00 for his inconvenience

Review: We contracted with [redacted] to measure and install replacement storm doors for our home. When the service people came out, they proceeded to install the door so it covered where the new doorbell was going to go. At no point did the person ask us about the obvious round hole for a doorbell and if its acceptable to cover it. I only became aware of it after the person installing had left. Because it supressed the doorbell button, it no longer works. It covers have of the doorbell. They did not bring someone else out to review the installation - they sent the same installer out. He attempted to represent it is our fault, we should have known and had the information about need to ensure the doorbell can be put in place and not covered noted in the paperwork and this is something we actually had to specify. We paid over $500 for a door and installation - and everyone that coms to the door is asking where is our doorbell. By supressing the front, the rear doorbell does not work either.

We have moulding around the door that does not allow for the design to be placed elsewhere. The installer indicated its our problem to solve how to find a new location for a doorbell. This will be suboptimal, and cost us as much additional costs and time. At the time of measuring, the person measuring never asked any questions or discussed placement/doorbell. This is not something I would have thought would be an issue, since the current storm door did not create any problems.Desired Settlement: I want to have [redacted] together with MAC systems design a solution that allows for the doorbell. Either they incur the expense of modifiying to accomodate a reasonable location for the doorbell as part of installation that does not mar the look of the moulding esthetically, or if only option is custom door to accommodate doorbell, that we can order a custom door without any expense for remove, restore of existing doorway and reinstallation costs. We should not be facing loss of a doorbell, since we are likely to sell - and everyone coming to house is asking where is doorbell. I also want an acknowledgement that the installer was inacccurately representing what he did with his manager; while on the phone, he represented that he asked and I said there was no doorbell /fine to install however he wants. I am very concerned because he is representing that its my problem. Its unclear how I would have known he would take the portion of the doorframe covering the recessed doorbell.

Business

Response:

the customer name for our records is [redacted] I personally went to the customers house on 11/13. There was no other way to install the storm door and not interfere with the door bell button.According to our installer there was no button there at time of installation We offered to pay for the electrician to move the door bell and they were agreeable to that solution

Review: This company has horrible customer service ethics. I have been trying to reslove an issue since November with a screen door installation. I never get phone confirmations of appointments and when I call they tell me they are coming and they never show up. This is bad practice and I am still to this date trying to reslove the issue. I am totally disgusted with this company. I never new that such a small job would cause me such a headache and make me sickDesired Settlement: I want a new door installed and I want my door opening and jams fixed

Business

Response:

The storm door was installed on 11/19/2014 and the customer signed the customer satisfaction form a service call was requested and an appointment was set for 11/25 and completed Another request was made and scheduled for 12/8/2014 which we did miss the appointment however rescheduled for 12/11/2014 which the customer was not at the property when we arrived. The customer requested a refund and is going to take care of the issue himself. He worked this out with the company that actually sold him the door

Consumer

Response:

Home Depot and Mac Window Systems have to treat customers better, just because the product is sub contracted to someone else doesn't mean it becomes someone else s problem. This response is not suffice, I had to call and verify the appointments and confirm myself. What happened with that ? Why was the ball dropped so many times. I had to call Mac Window systems multiple times to attempt to address my problem. It had nothing to do with making Mr. [redacted] "happy". You pay for a service and you expect it to be done in a professional manner. If I paying for something I do have a right to say whether I like it or not correct ?. Through out this whole interaction this is the first time I heard from Janice Croux, till this date still no call from a MANAGER. As far as I am concerned, this company's reputation is unprofessional and lacks of customer service **